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Complaints policy

Most problems can be sorted out quickly and easily, often at the time they arise with the person concerned and this may be the approach you try first.

Making a complaint

Most problems can be sorted out quickly and easily, often at the time they arise with the person concerned and this may be the approach you try first.

Where you are not able to resolve your complaint in this way and wish to make a formal complaint you should do so, preferably in writing as soon as possible after the event and ideally within a few days, as this helps us to establish what happened more easily.

In any event, this should be:

  • Within 12 months of the incident,
  • or within 12 months of you discovering that you have a problem.

State your case clearly giving as much detail as you can. If you are a registered patient you can complain about your own care. You are unable to complain about someone else’s treatment without their written authority. See the separate section in this leaflet.

We are able to provide you with a separate complaints form to register your complaint and this includes a third-party authority form to enable a complaint to be made by someone else. Please ask at reception for this.

You can provide this in your own format providing this covers all the necessary aspects. Send your written complaint to:

The Practice Manager Cavendish Dental Practice 13 Derby Lane Cavendish Derby DE23 8UB

What we Do Next

We look to settle complaints as soon as possible. We will acknowledge receipt within 3 working days, and aim to have looked into the matter within 10 working days.

You may then receive a formal reply in writing, or you may be invited to meet with the person(s) concerned to attempt to resolve the issue. If the matter is likely to take longer than this we will let you know, and keep you informed as the investigation progresses.

When looking into a complaint we attempt to see what happened and why, to see if there is something we can learn from this, and make it possible for you to discuss the issue with those involved if you would like to do so.

When the investigations are complete your complaint will be determined and a final response sent to you. Where your complaint involves more than one organisation (e.g. social services) we will liaise with that organisation so that you receive one coordinated reply.

We may need your consent to do this. Where your complaint has been sent initially to an incorrect organisation, we may seek your consent to forward this to the correct person to deal with.

The final response letter will include details of the result of your complaint and also your right to escalate the matter further if you remain dissatisfied with the response.

Complaining on Behalf of Someone Else

We keep to the strict rules of medical and personal confidentiality. If you wish to make a complaint and are not the patient involved, we will require the written consent of the patient to confirm that they are unhappy with their treatment and that we can deal with someone else about it.

Please ask at reception for the Complaints Form which contains a suitable authority for the patient to sign to enable the complaint to proceed. Where the patient is incapable of providing consent due to illness or accident it may still be possible to deal with the complaint.

Please provide the precise details of the circumstances which prevent this in your covering letter. Please note that we are unable to discuss any issue relating to someone else without their express permission, which must be in writing, unless the circumstances above apply.

We may still need to correspond directly with the patient, or may be able to deal directly with the third party, and this depends on the wording of the authority provided.

If you are Dissatisfied with the Outcome

You have the right to approach the Ombudsman.

The contact details are:

The Parliamentary and Health Service Ombudsman Millbank Tower Millbank London SW1P 4QP

Tel: 0345 0154033

Website: www.ombudsman.org.uk

You may also approach NHS Derby City for help or advice; 01332 888080

The practice Complaints Manager is: Rebecca Paterson, Practice Manager

Great service as always by Poonam Chitkara, thank you

R K April 18, 2023
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I suffer with chronic anxiety and panic attacks and even with medication I struggle to go out! My visit to Cavendish dentist was difficult but the support and understanding was fabulous. When I started to have a panic attack the receptionist took me to a quiet area giving me her time and care to calm me down. My dentist was also supportive, understanding and so very kind! This level of care is exceptional and I am very lucky to be a patient there.

Debbie Topliss April 6, 2023
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I am a patient of Cavendish Dental Practice for quite a few years now. All the staff members of the practice are very welcoming, kind and helpful. A couple of years ago I became a patient of Dr Clarkson and I never looked back. Knowledgeable, gentle, patient. Will always explain everything in detail and take time to put her patient in ease. Thank you for making my visits less stressful!

Joanna Zurawska April 6, 2023
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R K
R K

Just left us a 5 star review

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R K
April 18, 2023

Great service as always by Poonam Chitkara, thank you

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Debbie Topliss
April 6, 2023

I suffer with chronic anxiety and panic attacks and even with medication I struggle to go out! My visit to Cavendish dentist was difficult but the support and understanding was fabulous. When I started to have a panic attack the receptionist took me to a quiet area giving me her time and care to calm me down. My dentist was also supportive, understanding and so very kind! This level of care is exceptional and I am very lucky to be a patient there.

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Joanna Zurawska
April 6, 2023

I am a patient of Cavendish Dental Practice for quite a few years now. All the staff members of the practice are very welcoming, kind and helpful. A couple of years ago I became a patient of Dr Clarkson and I never looked back. Knowledgeable, gentle, patient. Will always explain everything in detail and take time to put her patient in ease. Thank you for making my visits less stressful!

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Sadia Iqbal
March 29, 2023
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Sarah Lee
March 27, 2023

From the receptionists to the head dentist, they are all exceptionally professional and nice with it. I have been with the practice a number of years, I took my daughter there and now my granddaughter goes there. I have never had an emergency with my teeth, presumably because of the work and attention they get at my appointments mostly with my dental hygienists Nichola, the nearest I have come is pain due to gum disease and I was given a timely appointment to suite the problem. Overall, I travel to the Cavendish to be seen by this wonderful team and they are worth the time and money.

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Hollie Thompson
March 24, 2023

I suffer with quite bad anxiety with the dentist and didn't go for around 10 years. I plucked up the courage to go for a check up after reading reviews online about this dentist. I was greeted with the lovely Nicola and she keeps me attending my appointments, she's everything a dentist needs to be and more! If more dentists had the same attitude as her, I think fewer people would be scared of the dentist.

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iffat Khan
March 22, 2023
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nick yardley
March 18, 2023

As always my experience at Cavendish dental is a relaxed and friendly one, I actually don't get anxious like i did at my previous dentist. Dr Saduera, and Nicola over the last few years have eradicated all my teeth problems and I now have no pain and problems. Thankyou for a great professional experience

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Dee Kaur
March 17, 2023

Fantastic service. Friendly staff as always. Would definitely recommend this service. 5 stars ⭐️

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Alison Tidy
March 14, 2023

Lovely practice, seen quickly and dealt with professionally. Everyone very friendly and helpful. The way they dealt with my nervous daughter was super impressive and made something that could have been a negative experience into a good one. Thank you again.

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Alison Winter
March 13, 2023

Great dental practice. Kirsty and girls on reception are always helpful. Steven always smiles and Megan is by far the best dentust I’ve ever had! Talks you through procedure before and during and every treatment has been pain free

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Arrow Boyz
March 12, 2023
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Juris Losbergs
March 11, 2023

Simply the best))) very good service and very friendly staff.

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Preeti Moore
March 11, 2023

Was seen to in minimal wait time and Harpreet Saduera is an amazing Dentist and I feel very looked after on every visit. I wouldn’t go anywhere else.

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Tamara Stasińska
March 10, 2023

Professional, painless and quick. Best 'dental experience' I have ever had so far. I do recommend doctor Lavanya and her assistant to everyone.

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Nusheen Jakhara
March 10, 2023

Usually I get nervous at dentists but my dentist Priyanka and her assistants eg Rehana are excellent . They put me at ease and explain what’s happening step by step. They are the best . And the receptionists are great too. X

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Samantha Simcox
March 9, 2023

I came in for an emergency appointment, I'm a very nervous person when it comes to a dentist, but the dentist I seen was amazing, made me feel at ease, and was very reassuring. I just wish I could be a permanent patient. Thank you

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Aisha Ahmed Khan
March 9, 2023

My brother get his tooth out and when I asked him how was it, did u feel any kind of pain, i was like nah I didn’t feel it. The doctor and the nurse was very kind and polite. I loved my experience👌🏻😌

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Haider Ali
March 2, 2023
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MHM 123
February 27, 2023
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hassan mirza
February 23, 2023
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Andy Flaherty
February 22, 2023

Been with Cavendish dental practice for many years, have been looked after by Nicola their hygienist, and Harps Saduera who both put you at ease the minute your sat in the chair. Great staff easy going highly recommended

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Adeel Hussain
February 21, 2023

Had a check a month ago, Nabeel carried out the treatment seamlessly without me feeling any pain. He explained everything clearly to me and gave me some great tips on how to maintain my oral hygine

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Aishah
February 21, 2023

Nabeel and Haseeba were excellent they went above and beyond, Nabeel was very clear explaining treatment and options would recommend Cavendish😊

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Terry Crummack
February 10, 2023

Made to feel at ease from the moment I walked through the door to leaving all treatment explained fully by the dentist and assistant plus it’s always a pleasure to see Kirsty’s smiling face on reception

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Mohsin Ali irfan
February 8, 2023
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Karen Gale
February 6, 2023

Efficient and friendly as usual, always pleasant and calming when attending

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Veronica Inglis
February 6, 2023

Always had very good care from the practice all the team members are caring and approachable

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Vivienne Brown
February 5, 2023
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ThirtySix
February 4, 2023

The receptionists are amazingly pleasant on the telephone and in person. The dentists are very good with children, my own treatment was painless and quick. The only complaint is I never got a Spider-Man sticker 😊

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Mumtaz Ahmed
February 4, 2023
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charlotte howard
February 3, 2023

Nabeel and katrina fantastic

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Michelle Gibson
February 2, 2023

I had a tooth extraction today and the ladies that did the procedure were great, I'm a very nervous patient and the ladies were always reassuring, so a big thank you to Rehana who held my hand all the way through and the dentist Priyantro and mandy the student xxx

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Jekaterina Proscenko
February 2, 2023
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the cool dabers
February 1, 2023
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Gloria Safi
February 1, 2023

Absolutely love this dentist after having such a bad phobia they so caring and gentle I couldn't go to anywhere else

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peter dinnis
January 28, 2023

No pain at all A1 all the way Thanks

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samantha walker
January 23, 2023

Absolutely the best dentist ever ,caring, friendly and understanding. All the staff are willing to go that extra mile to make your visit comfortable and virtually pain free .keep up the amazing work and thank you

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ady hall
January 22, 2023

Amazing really. I’m terrified of going to the dentist but Megan made me feel at ease. Thank you.

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Edyta Kwiatek
January 17, 2023

I have been using the Cavendish dental practice for years now and I can confidently say that Nurse Aneta and Doctor Poonam Chitkara always make sure I’m comfortable during any procedure or check up. As much as I hate needles they always give me a hand to hold and breaks iff anything’s too painful. I never feel worried for my appointments and they always listen and answer to any requests or questions I have, I always leave with a smile on my face knowing the work on my teeth has been done perfectly. Never any issues or complains, Highly recommend. -Victoria :)

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kudsia batool
January 17, 2023

Best dental service ever. Dr Sudera is the calmest and kindest dentist and I always feel at ease there.

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andrea hutchinson
January 14, 2023

Helpful staff as always.and dentist was supportive.

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Adeela Tahir
January 13, 2023

I would highly recommend cavendish dental practice! The staff is so pleasant and so friendly. Homi did such a good job and didn’t feel any pain and nurse Sanah was so pleasant was keep on checking if we was good. The receptionist is so welcoming as soon as you walk into the door ❤️

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Dsupremelady Debbie
January 13, 2023

Friendly, supportive and professional team.

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Taazim Nabi
January 7, 2023

I've been coming here for many years. Always seen by my own dentist makes you feel relaxed every time. Best dentist. 👌

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Jamie Wesley
January 6, 2023

Been going for years - amazing staff and very helpful

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Hope KIng
December 26, 2022

I have such a huge phobia of teeth, going to the dentist has always been a struggle, I attended Cavendish and needed a fair bit of work done due to how long I had left going.. however Dr shetwa shetye was amazing alongside Gemma who was working alongside her, both were calm and reassuring. I felt listened too and taken good care of. I am going to try and be less nervous next time. Highly recommend Cavendish dental. Thank you Dr Shetwa and Gemma xxx

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Natalie Jackson
December 21, 2022

Best dentist ever , quality service ,the team makes you feel so comfortable in any situation, I always feel welcomed when arriving here , the team work like family.

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Arjumand Bano
December 17, 2022
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Marcia Samuel
December 17, 2022
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