Patient Complaints Procedure

It is our aim to always have satisfied patients, to meet your expectations of care and service and to resolve any complaints as efficiently, effectively and politely as possible. We take complaints very seriously, we investigate them in a full and fair way and take great care to protect your confidentiality. We learn from complaints to improve our care and service. We will never discriminate against patients who have made a complaint.

If you are not entirely satisfied with any aspect of our care or service please let us know as soon as possible to allow us to address your concerns promptly.

Finlay Sutton is the Complaints Manager and will be your personal contact to assist you with any complaints. If your verbal complaint is not resolved to your satisfaction within 24 hours or if you complain in writing, the Complaints Manager will acknowledge it in writing within 3 working days and will aim to provide a full response in writing as soon as is practical.

If the Complaints Manager is unavailable, we will take brief details about the complaint and will arrange for a meeting when the person is next available. We will keep comprehensive and confidential records of your complaint, which will be stored securely and only be accessible by those who need to know about your complaint.

If a complaint is about any aspect of clinical care or associated charges, it will normally be referred to the treating dentist in the first instance.

If the complaint investigation takes longer than anticipated the Complaints Manager will keep you informed of the reason for the delay, the progress of the investigation and the proposed date it will be completed.

When the investigation has been completed, you will be informed of its outcome in writing and invited to a meeting to discuss the results and any practical solutions that we can offer to you. These solutions could include replacing treatment, refunding fees paid, referring you for alternative specialist advice or other solutions that meet your needs and resolve the complaint.

We regularly analyse patient complaints to learn from them and to improve our services. That’s why we always welcome your feedback, comments, suggestions and complaints. If you are dissatisfied with our response to a complaint you can take it further, please see the contacts below.

Contacts

For private dental treatment, you can contact the GDC private dental complaints service within 12 months of the treatment or within 12 months of becoming aware of the issue by calling 020 8253 0800 or visiting www.dentalcomplaints.org.uk.

The General Dental Council is responsible for regulating all dental professionals. You can complain using their online form at www.gdc-uk.org contact them on information@gdc-org.uk or by calling 020 7167 6000.

Get in touch

Please note that this information will only be used to reply to your enquiry and not stored by the practice.

Finlay's patient talks about the effect his treatment has had on his quality of life

Specialist dental treatment can can make a profound improvement on a persons quality of life.

Delighted patient treated by Rachel using Invisalign clear braces.

Rachel treated this patient with Invisalign. She was delighted with the outcome of the treatment.

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Dear Finlay and Team

I am unable to thank you enough for the excellent work you and the team have done for me. I am more than happy with the results. I am only sorry I am unable to express myself better.

I feel more confident and can chew any food like I used to. Thanks so much.

Looking forward to my annual check up and seeing you all again.

March 2018

Bert

Thank you very much for your efforts to make my smile confident again!

Many, many grateful 'thank you's for what you all have done for me. My teeth are fantastic and my confidence has risen. Your skills and patience are fantastic. Thank you once again, you have given me my smile back.

Dear Rachel and the team,

After years of feeling self-conscious when it came to my teeth, and a lifetime of not smiling a full smile, I decided to go ahead with searching for an orthodontic treatment. I decided to go to Rachel for my treatment after the wonderful orthodontic work my mother received from her. While feeling desperate to improve my teeth, I was also incredibly reluctant and worried about what the treatment would entail, how they would look throughout, and how long the treatment would take. All these concerns were halted by Rachel’s thorough consultations and the initial treatment plan I received from her before going ahead with the treatment.

My main concern before starting the treatment was how they would look throughout the whole process. I spoke these concerns through with Rachel during the first consultations and she helped to ease them all. She did this by discussing all of the different options available, such as tooth coloured fixed braces, and ensuring that the process would be as smooth as possible. The whole treatment has been an incredibly smooth and easy process, with Rachel talking me through and making me feel comfortable with every step.

Throughout the process, Rachel has worked alongside my own dentist and has kept him informed with each step of the treatment. While my work with Rachel is now complete, my own dentist will now be carrying on finishing my full treatment. The transitions between dentists has been incredibly smooth as they have both kept each other informed while ensuring I have complete understanding of what is taking place at each step.

I am so pleased that I went forward with my treatment, and it has been a very worthwhile investment which I will reap the rewards of throughout my lifetime.

I am so happy with the work that Rachel has done, and it has completely changed the way in which I view my teeth. It has changed my smile and has therefore improved my confidence overall.

For anyone thinking of any orthodontic treatment, I would highly recommend speaking to Rachel or another member of the team as they are all easy to talk to and incredibly helpful.

Every member of the Garstang Dental team that I have come into contact with has been a delight to meet, from the receptionists to the dental nurses, everyone is so lovely and makes you feel incredibly comfortable.

A massive thank you to Rachel and the team.

May 2019

Dear Finlay, Rowan, Claire and the entire team

I have filled in the post treatment questionnaire and it looks like I have rushed through it ticking the mostly never questions. Actually, I have really thought about each question carefully and the reason for mostly never answers is because of the amazing professional treatment that I have received at your practice. My old denture was fine, but the new denture is so light and well-fitting and absolutely no problem at all.

Thank you and also thank you for helping me at every stage of the procedure. It has also been a pleasure for me and good to know that you have my best interest at heart.

I would like to add that I was so lucky to end up with Finlay and his team, I don’t think anywhere in the world, I would have had as good a treatment.

Hope all is going well at Weind House.

Best wishes to you all

Helen K

Feb 2019

Helen K

Dear Finlay and Claire

Thank you for your support and kindness during my treatment.

You really show so much care and compassion for your patients.

My appointments were always so friendly and reassuring much more than I have ever experienced with many other dentists.

I was expecting a traumatic experience, but you have both made it totally a great journey.

Keep smiling

Sue B

Dec 2018

Sue

Dear Finlay and Team

Thank you so much for achieving the near impossible and restoring my smile – which has restored my confidence and wellbeing.

The whole experience was exceptional, from the friendliness and care to the empathy you all showed to me.

I am so grateful.

Love to all.

Sylvia

Sylvia

Dear Finlay, I’d just like to thank you very much for the work you have done on my front tooth - I really have something to smile about now! Please thank all your colleagues, too. You all made me feel at ease.

I would just like to say how great you have been with me, making me so relaxed and given what information I wanted as we went along. I’m much more confident in coming to the dentist.

Dear Finlay, Rowan, Claire, and the team

Many many thanks for my dentures, they are nothing short of “Technical wizardry”

I have been quite a challenge, but you have met each one with care and expertise, after years of ill fitting dentures and pain, I now have great fitting, natural looking top teeth, a few minor adjustments needed, but all will be well in the end.

Thanks again for the care and kindness shown to me throughout my treatment, I didn’t feel like I was visiting the dentist but like visiting friends.

“Keep changing lives”

Love and kind regards AB

May 2019

I just want to say I am very pleased with the denture you made for me, thank you! Your care throughout was excellent. Carry on with the good work.

A huge thank you to Finlay for applying his expertise down to the minutest detail in order to create for me the most fabulous, natural-looking, and superb-fitting dentures. Also to Rowan for his exquisite craftsmanship, thus creating these beautiful dentures. And to Clare for her professional part in the process and also for making me feel welcome and relaxed.

To Finlay & the team, I would like to thank all at Garstang Dental Referral Practice for the care and consideration I have received over the past ten months during the period you have carried out the implant procedure which I hoped would transform my ‘smile’ without the need for a denture. Normally a visit to the dentist is a daunting experience, but I can honestly say that I have looked forward to each & every visit. The end result is ‘fantastic’ & I can understand why Finlay is so proud of his practice. I will recommend you, without reservation, to anyone I know who, in the future, requires specialist dental treatment.

I have worn dentures successfully for a great number of years, but naturally, as I have got older my gums have receded and my dentures became less comfortable. Also, equally bad, my mouth had collapsed, giving me a Mr Punch-like appearance! I needed help and, having discussed the best course of action with my regular dentist, he advised that I should see Finlay. From the outset of my treatment, I was immediately put at ease. Finlay knew exactly how I felt and has magically corrected my mouth and facial appearance with the help of his team Rowan and Clare. They are a brilliant, talented, caring trio. I now have a wonderful set of natural looking dentures. I smile with renewed confidence and my family tell me that I look ten years younger! A VERY BIG THANK YOU.

Finlay, Thank you very much for everything… you did a wonderful job.

To Finlay and all the team, Just wanted to say a big thank you for my new front tooth and the fantastic care I received. If I have any problems with my teeth in the future, I will definitely come back for your expertise. Thank you.

To Dr Finlay Sutton, Rowan and the gang

First, I was afraid, I was petrified, cue for a song here me thinks!

Yes, indeed I was frightened and have been all my life of the dreaded dentist, probably because of the bad experiences with the school dentist back in the day. However, I needn’t have been because I was referred to this practice in Garstang where I was greeted by the wonderful Karen and equally wonderful nurse Claire, who from day one made me feel important to them and made me feel relaxed.I then met Dr Finlay Sutton such a gentle and caring man and so professional. He told me that I needed to have all my teeth removed because of gum disease but I knew instantly that I was in safe hands.

It was an amazing experience and after lots of visits, I now have my smile back. My new teeth are wonderful, so natural looking and people compliment me on them all the time.

So, a very big thank you to Rowan, Dr Finlay Sutton and the team.

Dr Finlay – you are simply the best!

From hating the dentist, I have grown to love Garstang Dental Referral Practice. You have become my friends for life.

Thank you and kind regards

Nancy

June 2018

Nany V

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How to find us

Situated in the centre of Garstang, Lancashire, our practice can be found at Weind House, Park Hill Road, Preston, PR3 1EL.

Contact us