Patient Information Leaflet

PATIENT INFORMATION LEAFLET

Name of establishment or agency

Amazing teeth LTD trading as Wrexham Dental Works

Address and postcode

Unit K1

Ellice Way

Yale Technology Park

Wrexham

LL13 7YT

Telephone number

01978 346166

Email address

Reception@Wrexhamdentalworks.co.uk

Fax number

N/A

Name of Registered Manager

Sarah Grice

Email: Sarah.Grice@wrexhamdentalworks.co.uk

Name of Registered Provider

Mr Georgios Nikolis and Zoi Papadimopoulou

Summary of the Statement of Purpose

NHS Specialist Orthodontist
Private Specialist Orthodontist
NHS General Dental Services
NHS Non-Urgent Access
Dental Implants
Hygiene
Private Restorative Dentistry
Private Dentistry
Private Oral Surgery

Opening Hours- Monday 08.30am – 18:00 pm, Tuesday 08:30am-17:30pm, Wednesday 08:30am- 17:30pm, Thursday 08:30am- 17:30pm, Friday 08:30 am- 17:00pm

Sat- 8am -2:30pm (One per month)

To schedule an appointment please contract 01978 346166 or email reception@wrexhamdentalworks.co.uk.

Out of Hours – for non-emergency enquiries we have an answer machine, and for emergencies that cannot wait we ask out patients to dial NHS 111

We do not tolerate patients who are violent or abusive to members of staff. Violence or abuse towards any member of staff could mean that your treatment is terminated. Please treat our team with respect and we will do our very best to help you.

Code of Practice for Patient Complaints:

In this practice we take complaints very seriously and try to ensure that all patients are pleased with their experience of our service. When patients complain, they will be dealt with as courteously and promptly as possible so that the matter can be resolved as quickly as possible.

The procedure is based on these objectives:

• Our aim is to react to the complaint is the way in which we would want our own complaint handled. We learn from every mistake that we make and respond to patients concerns in a caring and sensitive way.

•If a patient complains on the telephone or at the reception desk, we will listen to the complaint and see if it can be resolved; the Practice Manager is always available to offer further support. If the Practice Manager is not available or out of the practice, then a member of the team will take some details and arrange a follow up telephone call or a meeting to suit the patient, as soon as possible.

• If the complaint is in writing, then this will be passed to the Practice Manager, who will deal with this and respond accordingly. At this time a copy of the Code of Practice will also be shared. Complaints will be responded to line with the complaints policy, the time allocated to achieve an early resolution (Stage 1) is within 10 working days from the date the concern was acknowledged (or explanation provided if delayed). Stage 2 investigations, we will aim to provide a full written response within 30 working days, unless clinical or external advice required. If delays occur this will be communicated and revised timescales will be agreed.

•For NHS patients the above timeframe for dealing with complaints will apply.

•As part of the Listening to People Framework, upon receipt of any complaint or concern, we will offer you the opportunity for an in-person Listening Discussion. This is your opportunity to explain what has happened and what matters most to you.

•We observe strict rules of confidentiality. If someone is complaining on your behalf we will require written authority from you that they can act on your behalf.

We act promptly on all complaints or expressions of dissatisfaction and aim to resolve all complaints in-house to the satisfaction of all concerned. All complaints about service levels are discussed at practice meetings with the aim of rectifying any problems and avoiding a recurrence. We keep a log of all complaints and analyse this for trends that show where changes to our services may be needed.

Complaining to your local Health Board

We hope that if you have a problem, you will use our practice complaints procedure. This will give us the best chance of putting right whatever has gone wrong and an opportunity to improve our practice. This does not affect your right to approach the NHS Wales if you feel you cannot raise

your complaint with us. If you would prefer not to deal with the practice directly, you can contract the complaints team at Betsi Cadwaladr Health Board;

Complaints Team

Ysbyty Gwynedd

Bangor

Gwynedd

LL57 2PW.

Tel 03000 851234

If you are dissatisfied with the result of our investigation at practice level, you can contactthe Public Service Ombudsman for Wales by phone 0300 790 0203, or by accessing the online complaints form http://www.ombudsman.wales/ or by post: 1 Ffordd yr Hen Gae, Pencoed, CF35 5LJ.

Private Patients: The Dental Complaints Service handles complaints made by private patients.

Tel: 0208 253 0800

Website: https://dcs.gdc-uk.org/

The GDC

Telephone: 0854 222 4141 or 0207 887 3800

Website: https://contactus.gdc-uk.org/Complaint/Process/13

STAFF DETAILS

Please provide the following details for all dentists and DCPs at the practice

Name

Position

Relevant qualifications / experience

Dr Andrea Kustos

Specialist Orthodontist

Degree in dentistry university of Pecs- 1994

Postgraduate in General Dentistry, HIETE Budapest- 1996

Postgraduate in Orthodontics, HIETE Budapest- 1999

GDC Registered

Preforming services under the contract.

Dr George Nikolis

Implant Dentist and Responsible Individual

DDS/ MSc Dental Implants – University of Manchester -2010

GDC Registered

Sarah Grice

Practice Manager

NEBDN Dental Nursing- November 2010

Impression taking for DCP’s- Dental Postgraduate Education Wales- November 2012

NEBDN Oral Health Education -March 2013

GDC Registered.

Joanna Beth Roberts

Trainee Dental Nurse

N/A

Abigail Mills

Lead Receptionist

N/A

Grant Isherwood

Specialist Orthodontist

Degree in dentistry at the University of Dundee in 2005. Specialist Orthodontist from The University of Liverpool in 2019.

Preforming services under the contract.

GDC Registered

Taneka Rogers

Trainee Dental Nurse

N/A

Sinead O’Connor

Lead Dental Nurse

Level 3 Diploma in Dental Nursing City and Guilds 2024

GDC Registered. 09

Joanne Kelly

Trainee Dental Nurse

N/A

Kalpana Kunday Anantharaman

General Dentist

Statutory Exam 2009

BDS Tamil Nadu. Dr. M.G.R Medical University 2002

GDC Registered

Lisa Handscomb-Dean

Orthodontic Therapist

Diploma in Orthodontic Therapy Royal College of Surgeons of Edinburgh 2014

Qual-SVQ in Oral Health Care Level 3 SQA 2007

GDC Registered

Joanna Edwards

Orthodontic Therapist

Diploma in Orthodontic Therapy Royal College of Surgeons of Edinburgh 2010

NVQ L3 Oral Health Care: Dental Nursing and Independent Assessment City and Guilds 2005

GDC Registered

Lowri Beech

Trainee Dental Nurse

N/A

Samantha Hill

Dental Therapist

Diploma in Dental Hygiene & Therapy Royal College of Surgeons of England 2017

QUAL-National certificate NEBDN 2009

GDC Registered

Chloe Thompson

Dental Nurse

Diploma in Dental Nursing Level 3 QCF City & Guilds 2024

GDC Registered

Millie Fleet

Receptionist

Louisa Owen

Receptionist/Decon Support

Previous GDC Registered Nurse, applied and awaiting to re-join the register

PATIENTS VIEWS

Patient feedback can be submitted online via google reviews or in practice by completing a patient feedback form.

Patient’s feedback is then discussed during practice meetings and resolutions discussed.

DEVELOPMENT AND TRAINING

Arrangements for the appropriate development and training of employees.

Online course available for all employed staff, from health and safety to all CPD subjects.

Also, further education courses are available, and all staff are encouraged to undertake continuous professional development.

The practice provides training for trainee dental nurses working towards a recognised NEBDA dental nurse qualification, we also provide training for qualified nurses who are completing post qualifications in dental radiography.

OTHER ADDRESSES

Provide the address and telephone number for each of the premises used for the purposes of carrying on a dental care practice by the registered provider.

N/A

ARRANGEMENTS FOR ACCESS TO THE PRACTICE

We are situated just outside of Wrexham’s town centre. The practice has a car park directly outside.

The bus stop is a 5 min walk away and the nearest train station is a 10-minute walk away.

We have disabled access to the practice for our patient who may need it – please call ahead to the practice to ensure your access is made as easier as possible. Parking for our disabled patients is directly outside the practice on our own private car park.

PATIENT RIGHTS AND RESPONSIBILITIES

Provide information on the rights and responsibilities of patients including keeping appointments.

Patients are expected to provide 24 hours’ notice for cancellation of appointments.
NHS Patients who regularly fail to attend during their orthodontic treatment can be refused treatment and the brace removed.
NHS General patients who fail two consecutive appointments will be de-registered from the practice and the practice will notify the local health board of the de-listing.
To register for NHS Dental Care, please use the below link
Dental Access Portal - Digital Health and Care Wales
You have the right to express a preference of a practitioner, should you have a request please inform the reception team.

ACCESS TO PATIENT INFORMATION

Provide details of persons who have access to patient information and the patients’ right in relation to disclosure of such information.

Amazing teeth LTD is required to collect comprehensive and accurate information so that we can provide a high standard of care. Information such as appointments, treatments and test results, accurate clinical records, personal details, radiograph study models.

Patients are entitled to access their records that we hold; access can be obtained by requesting them in writing to us. The copy of the records will be provided to you in 30 days.

Date Patient Information Leaflet written.

26/09/2023

Author

Sarah Grice

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