I see the practice as being a high-end practice with a professional, slick service and a little bit of personality. Honesty, integrity and excellent clinical skills are important cornerstones for the practice. These values should fit seamlessly into providing a service, which means giving options, and there is no dissociating that the practice only works by creating income. With more income, we create more resources, a better environment, and better service. We need to be agile enough to adapt to each patient, and to be brave and confident in ourselves - there is an environment of fear that drives many dental services, but we do not need to conform to that. So my message is, be bold, be colourful, give it your all, and open your minds to the opportunities that are there, all things are possible. VK

Specialist orthodontist from Brazil. In on Tuesdays.

Specialist endodontist. In on Thursdays.

(DiDS, MSc in Endodontics, Endodontics Speciality Dentist at Kent NHS Foundation Trust)

Our card machines are marked:

PSD - clinical payments

IKSE (pink) - retail payments

Please note when taking payments.

Key Points:

• Transparency and Accessibility:

Ensure that patients are aware of how to raise a concern or complaint. Display clear and accessible information about your complaints process in your practice and online platforms.

• Listening with Empathy:

Take all complaints seriously. Listen respectfully, remain calm, and avoid becoming defensive. Acknowledge the patient’s concerns and show understanding.

• Prompt and Professional Handling:

Respond to complaints in a timely, thorough, and courteous manner. Follow a structured process to investigate and address the issue effectively.

• Clear Documentation:

Keep accurate records of complaints received, actions taken, and responses given. This supports transparency and provides an audit trail if further review is needed.

• Learning and Improvement:

View complaints as opportunities for reflection and service improvement. Analyse trends to identify areas for professional or organisational development.

• Patient-Focused Resolutions:

Where possible, resolve complaints in a way that respects the patient’s views and expectations. Offer apologies when appropriate, and explain any steps taken to prevent recurrence.

• Team Awareness:

All members of the dental team should understand the complaints procedure and know their role in responding to patient concerns.

By having a clear and effective complaints procedure, we demonstrate accountability, support continuous improvement, and enhance patient trust and satisfaction.