At our practice, we place great importance on meeting — and whenever possible, exceeding — our patients’ expectations.  We want every patient to feel happy with their experience and confident in the care they receive.  If something hasn’t met your expectations, please know that we take all feedback and concerns very seriously.

If you have any worries about any aspect of your care, please let us know.  We will do everything we can to resolve your concern quickly, professionally, and to your satisfaction.  Our aim is to respond to all feedback in a kind, understanding, and sensitive way.

The persons responsible for addressing any concerns about the service we provide are the partners, Jamie O’Donnell and Audrey Costa

If a patient shares a concern over the phone or at reception, we will listen carefully and contact the partner/s straight away.  If they, or another responsible person, are not available at that time, we’ll let you know when they will be, and arrange for you to speak or meet as soon as possible.  The member of staff will take brief details of your concern and pass them on.

If you prefer to write to us, your letter will be passed to the relevant person immediately.

We will acknowledge your concern in writing within five working days.  We aim to look into all concerns thoroughly and respond within ten working days.  If, for any reason, we need more time to complete our investigation, we’ll let you know why and when you can expect a full response.

Once the investigation is complete, we will confirm the outcome and any actions taken in writing.  We keep clear and confidential records of all feedback, concerns, and complaints

Cathedral Street Dental Practice,

10-12 Cathedral Street,

Norwich NR11LX

Alternatively, you may email us

or call us on 01603 628 963

In the unlikely event that your complaint is not resolved to your satisfaction, you may refer to:

• The Dental Complaints Service (for complaints about private treatment): Stephenson House, 2 Cherry Orchard, Croydon, CR0 6BA, Telephone: 020 8253 0800, Email: info@dentalcomplaints.org.uk

• The General Dental Council, 37 Wimpole Street, London,  1M 8DQ, Telephone: 02071676000 Email: standards@gdc-uk.org

• NHS England (for complaints about NHS treatment): PO Box 6738, Redditch, B97 9PT, Telephone: 0300 311 2233, Email: england.contactus@nhs.net

• The Care Quality Commission at Citygate, Gallowgate, Newcastle-upon-Tyne NE14PA, Telephone: 03000 616161, Email: enquires@cqc.org.uk