Contact Us

Feedback & Complaints

Opening Hours
Monday 09:00am - 06:00pm
Tuesday 09:00am - 08:00pm
Wednesday 09:00am - 06:00pm
Thursday 09:00am - 06:00pm
Friday 09:00am - 05:00pm
Saturday is by arrangement
Philip Friel Advanced Dentistry
154 Hyndland Road
Hyndland
Glasgow G12 9HZ
 
Tel: 0141 339 7579

Please email us at pf@philipfriel.com or use the online form below.

Fields in bold are required.

Name
Email Address
Your visit was on
Overall rating for this dentist
I would recommend this practice to a friend
I would not recommend this practice
I do not wish to express an opinion
How satisfied were you with the time you had to wait for an appointment?
Were you treated with dignity and respect by staff at the practice?
How satisfied were you that the dental practice involved you in decisions about your care?
How satisfied were you with the information given by the practice on the cost of your treatment?
How satisfied were you with the outcome of your treatment?
What I liked

of 2000 remaining
What could have been improved

of 2000 remaining
 
Any other comments

of 2000 remaining
 
Please summarise your overall experience in a single sentence


of 80 remaining
To prevent spam using our form, please enter the characters as shown in the image opposite.
Verify   
 
 
   

At Philip Friel Advanced Dentistry our aim is to give the best possible care and treatment to our patients. We welcome feedback and comments about our services and aim to deal with any concerns or complaints promptly, courteously and efficiently. We consider all feedback, comments, concerns and complaints as a positive way of looking at what we do and making changes to improve our service to patients

Responsibilities
The practice Feedback and Complaints Coordinator is Elizabeth Glass
Feedback, Comments and Concerns

We want you to let us know if something is important to you, such as:
  • what you think about the care and treatment you have received;
  • what we have done well;
  • whether you have any concerns, e.g. about your appointment times or the facilities at the practice;
  • if you have any suggestions to help us improve things;
  • if you don't understand something and need more information about our services.

You can tell us by:
  • talking to any member of staff
  • putting your comments in writing to our reception team
  • putting your comments on the feedback link on our website

We will use the information you give us to improve the services we provide.

How to make a complaint:
  • You can complain in person, by phone, or in writing. Please note that if you fax or email other people may be able to see your personal information.
  • If you can, first talk to a member of staff involved with your care. We will try to sort out the complaint on the spot.
  • If you are unable to talk to the member of staff involved with your care, ask to speak to Elizabeth Glass our Feedback and Complaints Coordinator.
  • When making your complaint, please give:
    • your full name and address (and the patient's name if you are acting on behalf of someone else);
    • as much helpful information as possible about what happened, where it happened and when, and what you would like to have done about it;
    • your preferred method of communication; and
    • consent from the patient, if you are making the complaint on behalf of the patient.
What we will do:
  • We will try to sort out the complaint on the spot.
  • If we cannot do this we will write to you within 3 working days. In the letter we will:
    • tell you what action we will take to look into your complaint;
    • offer you the chance to talk to a member of staff;
    • let you know when we will respond (normally within 20 working days);
    • give you information about advice and support available to help you with your complaint.
  • We will keep a record of your details and the complaint and use it to help improve our services, and for statistical purposes.

Our response:
  • We will investigate your complaint and write to you with a full response within 20 working days of receiving your complaint. If we are unable to keep to this timescale we will let you know and tell you why.
  • Our response will let you know the result of the investigation. We will:
    • show that we have looked into your complaint and reply to all the points you make;
    • offer an apology if things have gone wrong;
    • explain what we will do to stop what you complained about happening again;
    • if necessary, explain why we cannot do anything more about some parts of your complaint;
    • offer you the chance to talk to a member of staff if there is anything in the letter you do not understand;
    • include information about the Dental Complaints Service, a department of the General Dental Council that offers a complaints resolution service for private dental patients and dentists (see Contacts) in case you are unhappy with our response or the way we have handled your complaint and you want to take things further.

Complaining on someone's behalf

You can complain for someone else if you:
  • have their consent to complain - we may require this in writing;
  • are a parent, guardian or main carer of a child and your child is not mature enough to understand how to complain;
  • have a welfare power of attorney or a welfare guardianship order for someone who cannot make decisions for themselves, and the order specifies that you have the power to make a complaint about healthcare;
  • are a relative of, or had a relationship with, a patient who has died and you are concerned about how they were treated before they died; or
  • are acting as an advocate for the patient.

If you change your mind after making a complaint

You can change your mind about making a complaint at any time. Please let us know as soon as possible. It would be helpful if you could write or e-mail and tell us, but otherwise a phone call will do.

Contacts

General Dental Services
Dental Complaints Service
Stephenson House
2 Cherry Orchard Road
Croydon
CRO 6BA

Tel.: 08456 120 540 at local rate (Mon-Fri, 9.00am - 5.00pm)
info@dentalcomplaints.org.uk
www.dentalcomplaints.org.uk

Feedback, Concerns, Comments and Complaints Policy: Information for Patients