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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 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.

  1. The person responsible for dealing with any complaint about the service which we provide is the Practice Manager.
  2. If a patient complains on the telephone or in person, we will listen to their complaint and offer to refer him or her to the Practice Manager immediately. If the Practice Manager is not available at the time, then the patient will be informed when they will be able to talk to the Practice Manager and arrangements will be made for this to happen. The member of staff will take brief details of the complaint and pass them on to the Practice Manager. If we cannot arrange this within a reasonable period or if the patient does not wish to wait to discuss the matter, arrangements will be made for someone else to deal with it.
  3. If the patient complains in writing or by email, it will be passed on immediately to the Practice Manager.
  4. If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the dentist concerned, unless the patient does not want this to happen.
  5. We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice within three working days.
  6. 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.
  7. We will confirm the decision about the complaint in writing immediately after completing our investigation.
  8. Proper and comprehensive records are kept of any complaint received as well as any actions taken to improve services as a consequence of a complaint.
  9. If patients are not satisfied with the result of our procedure then a complaint may be made to:

The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP. Telephone: 0345 015 4033 www.ombudsman.org.uk.

The Dental Complaints Service, 37 Wimpole Street, London, W1G 8DQ. Telephone: 0208 253 0800 dcs.gdc-uk.org.

The General Dental Council, 37 Wimpole Street, London. W1N 8DQ. Telephone: 0845 222 4141, the dentists’ regulatory body for complaints about professional misconduct.

Treatment Category - Priory Dental

General Dentistry

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Treatment Category - Priory Dental

Cosmetic Dentistry

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unique beauty.

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Teeth Straightening

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Dental Implants

Restore missing teeth with natural-looking
dental implants.

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Sedation

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Treatment Category - Priory Dental

Digital Dentistry

Change can happen with digitally driven dentistry.

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Treatment Category - Priory Dental

General Dentistry

Personalised care designed around your oral
health goals.

?> Explore Now
Treatment Category - Priory Dental

Cosmetic Dentistry

Tailored cosmetic solutions to enhance your
unique beauty.

?> Explore Now
Treatment Category - Priory Dental

Teeth Straightening

Enjoy the convenience of Invisalign® with predictable outcomes.

?> Explore Now
Treatment Category - Priory Dental

Dental Implants

Restore missing teeth with natural-looking
dental implants.

?> Explore Now
Treatment Category - Priory Dental

Sedation

A dental experience focused on your comfort and satisfaction.

?> Explore Now
Treatment Category - Priory Dental

Digital Dentistry

Change can happen with digitally driven dentistry.

?> Explore Now
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Priory Dental and Implant Centre

Opening hours

Monday
08:30am - 05:00pm
Tuesday
08:30am - 05:00pm
Wednesday
08:30am - 05:00pm
Thursday
08:30am - 05:00pm
Friday
08:30am - 05:00pm
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Exceeding expectations

Dr Anha was fantastic – a very genuine and lovely person who explained the different options for my teeth. They were amazing looking after me and my family.

Charles D

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Exceeding expectations

I cannot recommend the Priory Dental Centre more highly. I’ve had a great customer experience, from excellent dental care to exceptional support from the reception team. They very sweetly went...

Olivia DB

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Exceeding expectations

I had a terrible toothache after a filling had fallen out; they got me in very quickly and, after discussion, decided to remove the tooth. They were very friendly and...

Louise C

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Exceeding expectations

Excellent service on Monday by the receptionist, dentist and dental nurse. I am very impressed with the new dentist but can’t remember her name. Please keep up the good work!

Lynnie W

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Exceeding expectations

I wanted to thank Dr Savan Shah and Dental Nurse Tansy for their care in replacing a difficult filling last thing on a Friday afternoon: they could not have given...

Ken P

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Exceeding expectations

This has been our dental practice for many years and would not go anywhere else. I have always had excellent care here, and we are both well looked after. Everything...

Diane M

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Exceeding expectations

The Priory Dental has been amazing with me the past week with some issues I’ve had. Dr Savon Shah especially. The ladies at reception are so welcoming, too, even though...

Sara N

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Exceeding expectations

I know the dentist isn’t the most popular place to visit. However, that being said, give me this experience over any other I’ve had. I had to have a crown...

Nathan H

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Exceeding expectations

I am very pleased with the dental treatment I received at the Priory Dental Centre in Royston. The reception staff is welcoming, and Dr Savan Shah is really, really good....

Emily and JC

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Exceeding expectations

The very friendly staff and the dentist go above and beyond to make me feel at ease.

Caz T

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Exceeding expectations

Always amazing, lovely, friendly staff. I wouldn’t recommend anywhere else.

Tiger T

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Exceeding expectations

Excellent service, wonderful and caring people who will look after your dental needs.

Liz W

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