CODE OF PRACTICE FOR PATIENT COMPLAINTS
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.
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.
If patients complain, the complaint will be 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. If a mistake is made we will learn from that mistake and we will 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 Lindsey Welch, our Complaints Manager.
- If a patient complains on the telephone or at the reception desk, we will listen to their complaint and offer to refer him or her to the Complaints Manager immediately. If the Complaints Manager is not available at the time, then the patient will be told when they will be able to talk to him and arrangements will be made for this to happen. The member of staff will take brief details of the complaint and pass them on. 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.
- If the patient complains in writing, the letter will be passed on immediately to the Complaints Manager.
- 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.
- 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:
Denplan’s Complaint Handling and Risk Management Department. Telephone: 0800 169 7220
Dental Complaints Service. Telephone: 08456 120540 www.dentalcomplaints.org
OUR TREATMENTS
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APPOINTMENTS
01768 73020
Appointments are best placed during office hours by calling the practice number. Alternatively call in if you are passing, we are always happy to chat.
FEE GUIDE
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At Fitz Park Dental Practice, we are dedicated to providing our patients with supior quality treatment at an affordable price.

Simon Welch
Principal Dentist - GDC 75410
Simon is the Principal dentist and owner of the Fitz Park Dental Practice.
Robert Kenning
Associate Dentist - GDC 77567
Robert has been living and working as a dentist in Cumbria since graduating in the year 2000.
Lindsey Welch
Practice Manager - GDC 121378
Lindsey has been a dental nurse for over twenty years and is qualified in Dental Radiography.
Richard Brookshaw
Implant Surgeon - GDC 72150
Richard is a highly skilled dental implant surgeon and has placed over 5,000 implants.
Janet Matthews
Hygienist - GDC 4171

Margaret Carr
Hygienist - GDC 3242

Katherine Jackson
Dental Nurse - GDC 255104

Mei Glennon
Dental Nurse - GDC 253373

Sally May
Dental Nurse - GDC 197374

Nicola Greenhow
Dental Nurse - GDC 200545

Emma Hardisty
Receptionist/Dental Nurse - GDC 126039

Charlotte Chan
Trainee Dental Nurse

Jusztina Karolyi-Horvath
Receptionist

Susan Clark
Receptionist
How many people can say that they like going to the dentist? I know this isn’t the norm but I actually look forward to my appointments. Our dentist has inspired me to want to take more care of my teeth and helped to banish all the age old fears associated with the reluctance to see the dentist and stepping into the dentist’s chair.
I take more care of my teeth than ever before as my dentist has helped me to understand how good oral hygiene can affect other areas of your health. Regular visits to our dentist ensure that we are doing the right things and looking after our teeth correctly which is good insurance for our overall health for the future.
Couldn't recommend Fitz Park Dental Practice highly enough.
I actually enjoy going to the dentist now. They make me feel at ease from the moment I arrive from the friendly response at reception to the highly professional relaxed manner of the dentists which all works towards helping me feel at ease and assured I am in good hands.