How to make a complaint
It’s really important to us that we meet your needs and exceed your expectations. We aim to provide a great service to all our patients. We take any concerns a patient may have very seriously and welcome feedback to help us improve our service.
If you have an issue you wish to raise, regarding any aspect of your care, please let us know. We will do all that we can to resolve it promptly and professionally. If we haven’t met your expectations, we are sorry and would be very happy to discuss this with you. Often, the quickest way to resolve an issue is to contact the manager at your local practice. Please follow these simple steps to register a complaint with us.
Step 1
Contact your practice manager: Raising your concern directly with us means we can begin looking into it straight away. Contact your local practice first to discuss your complaint with the Practice Manager; they can often solve any issues swiftly and have all the necessary background information.
Step 2
Contact Bupa Dental’s Patient Complaint Team: If you’re dissatisfied with the response received from the Practice Manager, the next stage is to speak to our Patient Complaint Team. Total Orthodontics is part of Bupa. Bupa aims to provide a great service for all its patients. Please contact the Patient Complaint Team at Bupa Dental Care to discuss your issue further.
Step 3
Contact your local NHS board, CQC, ombudsman or other regulatory service: If you are unhappy with the response you have received from the patient complaint team, you have the option to raise your concerns with your local NHS board (please note that there are different NHS authorities for England, Scotland, Wales and Northern Ireland), the health service parliamentary ombudsman, the Care Quality Commission, the Dental Complaints Service, or other relevant regulatory service. Please note that there are different authorities for England, Wales, ROI, Northern Ireland and Scotland. We have included all contact details below.
Get in touch with Bupa Dental Care’s patient complaint team
Get in touch with us by calling 01454 771594 or emailing [email protected]. Or, you can send us a letter at:
Patient Complaint Team
Bupa Dental Care
Vantage Office Park
Old Gloucester Road
Hambrook
Bristol
BS16 1GW
Contact details for your local NHS board, Ombudsman, the CQC or another regulatory service:
Private Patients in England and Scotland
Dental Complaints Service
Please note this service is for private patients only.
Dental Complaints Service, 37 Wimpole Street, London, W1G 8DQ
Tel : 020 8253 0800
For further information and to contact the Dental Complaints Service visit: dcs.gdc-uk.org/
General Dental Council
For further information and to contact the General Dental Council visit: www.gdc-uk.org/
Healthcare Improvement Scotland (HIS) Scotland
Healthcare Improvement Scotland is the regulator for independent healthcare services across Scotland and can accept complaints at any time from a complainant. Contact details are:
Independent Healthcare Team, Gyle Square, 1 South Gyle Crescent, Edinburgh, EH12 9E
Tel : 0131 623 4342
Email: [email protected]
NHS patients in England
NHS patients in Northern Ireland
If you have a complaint about your treatment or access to healthcare in Northern Ireland, please contact your Local Health and Social Care Board:
1st Floor
Ormeau Baths
18 Ormeau Avenue
Belfast BT2 8HS
Email: [email protected]
NHS patients in Wales
If you have a complaint about your treatment or access to healthcare in Wales, please contact your Local Health Board:
NHS patients in Scotland
If you have a complaint about your treatment or access to healthcare in Scotland, please contact your Local NHS Board:
Public Services Patient ROI
If you’re a public services patient, you can contact the Health Services Executive (HSE) by email [email protected] by phone 1890 424 555 (from landline) or 045 880 400 (from a mobile), further information can be found online https://www.hse.ie/eng/
Private Patients in ROI
If you’re a private patient, you can contact the Irish Dental Council by email [email protected] by [email protected] phone – 01 676 2226, further information can be found on their Website - www.dentalcouncil.ie
Patients in Wales
Healthcare Inspectorate Wales
Welsh Government
Rhydycar Business Park
Merthyr Tydfil
CF48 1UZ
Tel : 0300 062 8163
Email: [email protected]
Patients in Northern Ireland
The Regulation and Quality Improvement Authority
9th floor Riverside Tower
5 Lanyon Place
BT1 3BT
Tel : 02890 517 500
Email: [email protected]
For further information and to contact the The Regulation and Quality Improvement Authority (Northern Ireland) visit: http://www.nidirect.gov.uk/contacts/contacts-az/regulation-and-quality-improvement-authority-rqia
*Terms and conditions:
1.Free consultations are to discuss options and suitability for treatment. You may require a more in-depth clinical examination or diagnostic tests before treatment options can be discussed. There may be a charge for such examination or test, payable by you. The clinician will discuss this with you before any such examination or test takes place, which may be done during the same appointment as your free consultation.
2.Children under 18 can be referred for a free NHS assessment, subject to availability of appointments. Private consultations for children are excluded from this offer and will be charged at our standard rate but the charge will be refunded to you in full if the child commences private treatment following the consultation.
3. Consultations subject to availability.
4. Free consultations available at participating practices only.
Total Orthodontics and Bupa Dental Care are trading names of Oasis Dental Care Limited. Registered in England Wales No: 00478127. Registered office: Bupa Dental Care, Vantage Office Park, Old Gloucester Road, Hambrook, Bristol, United Kingdom BS16 1GW.
