01450 372 476
  20 North Bridge Street, Hawick, Scottish Borders, TD9 9QW

Complaints Procedure

Code of Practice for Patient Complaints

In this practice we take complaints very seriously indeed and try to ensure that all our patients are pleased with their experience of our service.  When patients complain, they are dealt with courteously and promptly so that the matter is resolved as quickly as possible.  This procedure is based on these objectives.

Our aim is to react to complaints in the way in which we would want our complaint about a service to be handled.  We learn from every mistake that we make and we respond to customers’ concerns in a caring and sensitive way.

  1. The person responsible for dealing with any complaint about the service which we provide is the Practice Manager.
  2. If a patient complains on the telephone or in person, we will listen to their complaint and offer to refer him or her to the practice manager immediately. If the practice manager is not available at the time, then the patient will be informed when they will be able to talk to the practice manager and arrangements will be made for this to happen. The member of staff will take brief details of the complaint and pass them on to the practice Manager. If we cannot arrange this within a reasonable period or if the patient does not wish to wait to discuss the matter, arrangements will be made for someone else to deal with it.
  3. If the patient complains in writing or by email, it will be passed on immediately to the Practice Manager.
  4. If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the dentist concerned, unless the patient does not want this to happen.
  5. We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice within three working days.
  6. We will seek to investigate the complaint within ten working days of receipt to give an explanation of the circumstances which led to the complaint.  If the patient does not wish to meet us, then we will attempt to talk to them on the telephone.  If we are unable to investigate the complaint within ten working days we will notify the patient, giving reasons for the delay and a likely period within which the investigation will be completed.
  7. We will confirm the decision about the complaint in writing immediately after completing our investigation.
  8. Proper and comprehensive records are kept of any complaint received as well as any actions taken to improve services as a consequence of a complaint.
  9. If patients are not satisfied with the result of our procedure then a complaint may be made to:
  • General Dentistry

    The modern dental practice is customer-focused. That means it offers a welcoming, relaxing environment that puts its customers – not patients – at ease.

  • Restorative Dentistry

    Restorative dentistry is the study, examination and treatment of diseases of the oral cavity, the teeth and their supporting structures.

  • Dental Implants

    If you have a missing tooth or loose ill-fitting dentures then dental implants could provide you with a viable and permanent solution to the personal and practical issues that this can cause.

  • Tooth Alignment

    Before placing braces on your teeth you will need a check-up for decay or gum problems. Do visit your dentist or the School Dental Clinic regularly, even when you are on braces.

  • Visit our Hygienist

    Our Hygienist Perio Therapy treatment aims to help you achieve your own healthiest possible oral health. This is done by helping you understand the processes of Dental disease, especially gum disease which still accounts for 3 out of 4 teeth ultimately lost. Your teeth will be cleaned using thorough but gentle techniques leaving your mouth clean and potentiality healthier.

  • Wrinkle Reduction

    I believe in a holistic rejuvenation approach to treatments and tend to aim towards subtle results that make you look younger and fresher rather than a fake and over filled appearance.
    - Dr. Med. Dent. Christiane Wassmuth-Gibbs

  • Tooth Whitening

    Whitening is a process where the tooth discolouration is ‘whitened’ to a lighter shade. It removes the staining agent through chemical means.

  • Meet Our Team

    We have a wonderful team here at Teviot Dental, please click on the link below to find out more about them.

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