Comments & Complaints:
All complaints must be made to the Practice Manager of the Trafalgar surgery that you attend. We take any complaint very seriously and deal with it according to our Complaints Handling Policy. Please see our download box opposite for a copy.
Practice Manager: Deborah Lucas
Telephone: 02392 545000
Practice Manager: Jo Pack
Telephone: 02380 891936
Practice Manager: Stacey Ball
Telephone: 02392 818649
Practice Manager: Magdalena Lisicka
Telephone: 01929 427356
Practice Manager: Stephanie Ayres
Telephone: 02380 871166
Interim Practice Manager: Jo Pack
Telephone: 02380 447728
Our aim is to treat any complaint in a caring and sensitive way and to ensure that we respond to our patients concerns in a prompt manner to reach a resolution as quickly as possible.
Any complaint received is fed back to staff so they are fully aware and we are continually looking to improve our customer service through training and patient satisfaction questionnaires.
Outside of normal surgery hours, urgent appointments can be obtained by calling 111. A trained adviser will ask you questions to find out what is wrong, give you medical advice and direct you to someone who can help you. The call is free of charge from landlines and mobiles.
Cancellation of Appointments:
If you are unable to keep your appointment please let us know as soon as possible so that we can use that appointment for another patient.
Please give at least 24 hours notice if you wish to cancel an appointment.
Failiure to attend a private appointment with either the dentist or hygienist or failiure to give at least 24 hours notice may incur a minimum fee of £22.50.
If you miss more than two appointments in one year and give less than 24 hours notice, we may not be able to offer you NHS dental care in the future
Our private dental price list is available via the download box at the top of this page, (please be patient as can take up to 30 seconds to download)
Our NHS dental price list is available here.
However, you do not have to pay for NHS dental treatment if, when your treatment starts, you are:
• under 18 years of age
• under 19 years of age and in full-time education
• pregnant or you have had a baby in the 12 months before treatment starts
• staying in an NHS hospital and the hospital dentist carries out your treatment
• an NHS Hospital Dental Service outpatient (although you may have to pay for your dentures or bridges)
You can also get free NHS dental treatment if, when the treatment starts or when you’re asked to pay:
• you’re included in an award of Income Support, Income-Based Jobseeker's Allowance, Income-Related Employment and Support Allowance or Pension Credit guarantee credit
• you are named on, or entitled to, a valid NHS tax credit exemption certificate
• you are named on a valid HC2 certificate
If you are named on a valid HC3 certificate, you may not have to pay for all your NHS dental treatment. HC2 and HC3 certificates are issued under the NHS Low Income Scheme – see below.
You will not be exempt from paying for NHS dental treatment because you receive one of the benefits below when paid on their own:
• Incapacity Benefit
• contribution-based Jobseeker’s Allowance
• contribution-based Employment and Support Allowance
• Disability Living Allowance
• Council Tax Benefit
• Housing Benefit
• Pension Credit savings credit
Proof of your entitlement:
You will be asked to show your dentist written proof that you are entitled to help with dental treatment costs. This will vary depending on your circumstances.