Broken Acre has been providing dental care to patients in the Burnham area since 1957.
We would like to extend a warm welcome to our Practice and look forward to providing you with quality dental care.
We are committed to quality and excellence not only to meet but exceed your dental treatmentexpectations.
We have quality management systems which will ensure we deliver a consistent quality service.
NHS Treatment Bands
There are currently three NHS charge bands, all of which we offer as an NHS Dentist in Fleet:
Band 1: £21.60 – covering you for an examination, diagnosis & advice. If necessary, it also includes X-rays, a scale and polish, as well as planning for further treatment.
Band 2: £59.10 – this covers all the treatment included in Band 1, plus additional treatment, including fillings, root canal treatment and removing teeth/extractions.
Band 3: £256.50 – this covers all treatment included in Bands 1 & 2, as well as more complex procedures, for example crowns, dentures and bridges.
For more detailed information of what each band covers, please visit https://www.nhs.uk/chq/pages/nhs-dental-band-charges.aspx
Complaints Procedure
We want our service to meet your expectations. If you have a concern or complaint about any aspect of our service, we want to know what mistakes we made and identify how we can improve to ensure that we meet your expectations in future. Our aim is to learn from any feedback we receive and improve the service we provide to our patients.
We will deal with complaints courteously and promptly and aim to resolve the matter as quickly as possible.
Making a complaint
If you wish to make a complaint or simply let us know how we could have done better, please contact Reception or Practice Manager:
- By telephone on 01628602488
- By email at info@brokenacredental.co.uk
- By letter to Complaint Manager, 92 Burnham Lane, SL1 6LS Burnham
- In person.
If you contact the practice to make a complaint and the Reception Team is not able to help you and Complaints’ Manager is not available, we will arrange a convenient time for them to contact you. We will ask you for brief details of your complaint so that the Complaints’ Manager can gather any useful information before contacting you. You will be given a copy of the notes made for the Complaints’ Manager.
If the matter requires a more immediate response, we will arrange for a senior member of the dental team to deal with it.
If your complaint is about your dental treatment or the fee charged, we will usually ask the dentist concerned to contact you, unless you do not want this.
We acknowledge all complaints within 3 working days.
Investigating a complaint
We will offer to discuss the complaint with you and will ask how you would like to be kept informed of developments – by telephone, letters or e-mail or by face-to-face meetings. We will let you know how we will deal with your complaint and the likely time that the investigation will take to complete. If you do not wish to discuss the complaint further, we will still let you know the expected timescale for completing the investigation.
We will investigate your complaint within 14 days and, as far as reasonably practicable, will let you know how our investigation is progressing.
Records
We keep proper and comprehensive records of any complaints that we receive and the action we have taken following investigation. We review these records regularly to ensure that we recognise our mistakes and take every opportunity to improve our service.
If you are not satisfied
If your complaint was about your dental treatment and you are not satisfied with the result of our investigation, you can take up the matter with a relevant external organisation.
For complaints about NHS treatment:
NHS England, PO Box 16738, Redditch B97 9PT (email: england.contactus@nhs.net); or
The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank London SW1P 4QP (0345 015 4033 or www.ombudsman.org.uk).
For complaints about private treatment:
Dental Complaints Service, Stephenson House, 2 Cherry Orchard Road, Croydon CR0 6BA (Telephone: 0845 6120 540 or 0208 253 0800 or www.dentalcomplaints.org.uk)
General Dental Council, 37 Wimpole Street, London, W1M 8DQ, (www.gdc-uk.org or information@gdc-org.uk or 0207 7167 6000)
You can also contact The Care Quality Commission who may be able to help. CQC who regulates private and NHS dental care services in England by calling 03000 616161. They can take action against a service provider that is not meeting their standards.