Welcome to Downfield Dental Practice
Set out below is some important information about how the practice operates which I hope you will find helpful.
Dentists at this practice:
- Mr Rami Sarraf
- Dr Angeliki Lymperopoulou
- Dr Chris Cumming
- Dr Ewa Plewa-Sarraf
The practice is owned by Dr’s Rami Sarraf and Ewa Plewa-Sarraf.
Cancelling Appointments – 24 hours notice is required
Appointments are made and agreed at a date and time convenient to you, our patient. If you have made an appointment which you subsequently find you cannot keep, please give as much notice as possible so we can give the appointment to another patient who may need to be seen urgently. If you give us less than 24 hours’ notice a late cancellation charge of £1 per minute may be made, based on the length of the booked appointment time (to a maximum charge of £50). This charge may also apply if you do not attend for the appointment.
We always try to arrange appointments at a time convenient to our patients. For this reason, we are open between 8.30am and 7pm. The early and late clinics vary across the working week and are only available with certain dentists – please check with reception if required.
Access to this practice is from pavement level, the path runs to the rear of building (there is a bell to access). Our surgery doors and patient toilet access are wide enough to accommodate a wheelchair. If there is anything you feel we are lacking to aid your ability to access dental treatment please do not hesitate to bring it to the attention of the Practice Manager
Should you require assistance from a translator, please contact ‘Translation Dundee’ on 01382 435825.
NHS Dental Provision
Should you have any questions regarding the dental provision in Tayside please call NHS Tayside Linkline on 01382 596982.
It is our practice policy to give patients full information about the cost of their dental care before any treatment is undertaken. Treatment plans will be provided and explained. You are required to pay for the treatment you have had done at each appointment. Should you be experiencing financial difficulties please advise our receptionists before your appointment and they will try to help you find the best method around the problem.
Only people in receipt of certain benefits, under 18’s (18 if in full-time education) and women who are pregnant or had a baby in previous 12 months are entitled to FREE treatment. For all other NHS patients, the examination is free but you are required to pay 80% of the treatment costs. If in doubt please ask receptionist to explain or see poster in reception.
You may pay for your dental care by cash/debit card/credit card/cheque.
If you find that you have a dental emergency during normal surgery hours you should contact the practice for advice. We will make arrangements for you to be seen as quickly as possible.
If the emergency occurs when the practice is closed, you should call NHS24 on 111 – this number will be also be given on our telephone answering machine.
We will of course do our best to provide you with the highest standard of dental care and service. If you feel that you have cause for complaint, we would encourage you to raise it with our Practice Management. We have a complaints procedure which aims to resolve any problems to our patients’ complete satisfaction.
We hope that you are pleased with the dental care and service which we will provide for you. If you have any queries about the content of this letter, please do not hesitate to contact us.
Margaret Sorrie, Practice Manager
Practice Payment Policy
- It is our practice policy to give patients full information about the cost of their dental work before any treatment is undertaken. An explanation of NHS charges and how we calculate our private fees can be explained by your dentist.
- A written estimate and treatment plan will be provided for all dental treatment.
- You may pay for your dental care by cash, cheque or credit / debit cards.
- A course of treatment may contain more than one appointment. Payment should be made either before or on the day of treatment and not at the end of the treatment course. If you have more than one appointment and you have an outstanding account, you may not be seen until the account is paid. We reserve the right to cancel all further appointments if payment has not been made.
- If you do not pay for your treatment on day of appointment you will be given/sent an invoice. If payment is not received in the following 14 days you will be sent another reminder. Further to this we will forward your details to a debt collection agency who will contact you to arrange payment.
Our Code Of Good Practice
In our practice we
- Justify the trust our patients have placed in us
- Listen to patients’ views and learn from them
- Communicate with patients in a courteous, friendly, professional manner
- Provide patients with the standard of care that we would expect to receive ourselves
- Make sure that patients receive full information about our services, their treatment and its cost
- Provide advice and treatment outside normal surgery hours where necessary
- Stand by the promises we make
- Refer patients for further professional advice and treatment where appropriate
- Are committed to ensuring that we keep our professional skills and knowledge
In our practice we will
- At all times respect our patients’ confidentiality
- Ensure that patients should have to wait no longer than 15 minutes to be seen, or at least be told if the dentist will be late in seeing them
- Deal with every telephone call promptly
- Deal with correspondence within five days of receipt
- Provide patients with a treatment plan and estimate of costs for each new course of treatment.
No treatment will be undertaken without the patient’s full and specific consent
- Requests for payment will always be made courteously
- Make the practice policy for dealing with complaints known to patients. All complaints will be treated sympathetically and according to the agreed procedures
- Provide the highest standards of infection control
- Provide any emergency treatment required during practice hours as soon as is reasonably practicable. Out of hours, an emergency rota will operate and details will be displayed at the entrance to the practice and recorded on the telephone answering machine. This information will be correct at all times.
In return, we would like you to
- Participate in your dental treatment, particularly any advice about prevention and diet that we have asked you to continue at home
- Arrive on time for your appointment. Please give the practice at least 24 hours notice if you are unable to keep your appointment.
- Treat our staff courteously; they will do their best to help meet your needs.
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 feel the need to 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.
- The person responsible for dealing with any complaint about the service which we provide is the Practice Manager. Wherever possible complaints should be made in writing addressed to:
First Alba Healthcare
3 Dudhope Terrace
Dundee DD3 6HG.
This is the preferred method as it provides a ‘paper-trail’ of evidence which may become necessary should the patient not be satisfied with the outcome and wish to take the issue to a higher level.
- If a patient complains on the telephone or at the reception desk, we will listen to their complaint and follow the complaints procedure from that point./li>
- If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the dentist, unless the patient does not want this to happen.
- We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice as soon as possible, normally within three working days. 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.
- We will confirm the decision about the complaint in writing immediately after completing our investigation.
- Proper and comprehensive records are kept of any complaint received.
- If patients are not satisfied with the result of our procedure then a complaint may be made to:
- The Dental Complaints Service (08456 120 540) for complaints about private treatment
- The General Dental Council, 37 Wimpole Street, London, W1M 8DQ (the dentists’ registration body)
- Primary Care Organisation – Primary Care Service, Tayside Health Board, Kings Cross, Clepington Road, Dundee DD3 8EA
- The Healthcare Commission, Finsbury Tower, 103-105 Bunhill Row, London EC1Y 8TG (www.healthcarecommission.org.uk)
Products And Services
NHS treatment provides many options to help you maintain and improve your dental health. The treatments available are:
6 monthly exam – FREE to all NHS patients
Where clinically required:
– Scale and polish
– Complex periodontal (gum) treatment
– Fillings (white composite for front teeth and metal amalgam for back teeth)
– Crowns (white for front teeth) and bridges
– And any other treatment to improve your health
With the private option, you increase choice of materials used in dentistry. These treatments include:
– White fillings for all teeth
– Crowns and bridges
– We can refer patients for orthodontic treatment and implants
– Cosmetic Dentistry
– Tooth Whitening
– And many more