We welcome new patients and offer late evenings and Saturday appointments on a private basis as well as NHS appointments on weekdays from 9:00 AM to 5:00 PM. We will try to accommodate you in order to incorporate dental care into a busy lifestyle with greater ease.
Our patient management system is fully computerized. We believe in providing the best service for our patients using an e-mail and SMS text appointment reminder system.
Treatment cost varies depending on the clinical requirement of each patient. All of our dentists give a written estimate to the patients when necessary, and all the available options are explained during an initial consultation or examination. As a new patient, you have the following choice, however availability of all the types of treatment subject to terms and conditions and availability. Please read the details carefully before you make your choice. If you require any further information, please do not hesitate to contact our reception. We are proud of both our Practice reception areas. They are large, airy, and very welcoming. We provide current newspapers and magazines as well as plasma TV for your enjoyment while you wait for your appointment.
- Failure to attend your appointment or cancellation of your appointment at short notice could result in a discretionary charge.
- Please be aware that if you fail to attend more than 2 appointments you will not be offered any further appointments.
- All new patients requiring an emergency dental appointment will be charged a private emergency fee of £65.00 plus any additional treatment costs incurred during the visit.
- Any new patients joining the practice who do not require an appointment within 48 hours will not be charged an emergency fee.
Patients can send their complaints / constructive criticism using the below Complaint Procedure.
At Bluebell Dental Practice Ltd & Bluebell Aesthetics Clinic Ltd we believe that if a customer wishes to file a complaint or express dissatisfaction, it should be easy for them to do so.
It is Bluebell Dental Practice Ltd & Bluebell Aesthetics Clinic Ltd policy to receive complaints and consider them as an opportunity to learn, adapt, improve, and provide a better service.
In addition, a quick resolution of a complaint, in a way that respects and values the person’s feedback, can be one of the most important factors in recovering the persons confidence in our products and services. It can also help prevent further escalation of the complaint. A responsive, efficient, and fair complaint management procedure can assist us to achieve this on each complaint.
The purpose of this policy is to ensure that complaints are dealt with consistently and properly and that all comments and complaints are taken seriously. This organisation expects staff at all levels to be committed to fair, effective and efficient complaint handling.
Bluebell Dental Practice Ltd & Bluebell Aesthetics Clinic Ltd will ensure that our customers have a right to:
- Be treated fairly and sensitively
- Be kept informed about what is happening with their complaint
- And be advised of the service standards they should expect
- The timescale for acknowledging and responding to a complaint
- And any right of appeal.
All staff representing Bluebell Dental Practice Ltd & Bluebell Aesthetics Clinic Ltd will:
- Be sensitive to the particular needs of customers
- Treat complaints as confidential, where possible
- Be accessible and clearly identified.
Our policy will:
- Be open, easily accessible, and widely promoted to all our customers and those who represent them
- Be easy to understand and use by all customers and employees
- Set out how to complain and how a complaint should be handled.
Complaints Contact Details
Name: Nicki Isagba – Complaints Manager
Telephone:020 8500 6789
E-mail: [email protected]
Address: 140 Tomswood Hill, Ilford, Essex, IG6 2QP
Complaint Management System
All complaints will be recorded on both the client file and the complaint management system. This is a software system we have designed in house to enable us to track the complaint and use the management information for future developments, improvements to our products and procedures as well as providing accurate information for external bodies, regulators and our lender partners.
We will confirm the complaint details to the customer in writing (this maybe email / text message or letter depending on the customer’s choice) within 3 working days of receipt.
We will continue to keep the customer informed on the progress of the complaint weekly, in writing, in their preferred method of contact i.e., email or post.
If the complaint involves a third party, such as a manufacturing fault, we will hold the complaint as we see the customer as our customer and work with the manufacture to resolve the fault. We will inform the customer of the third party promptly; including the third-party contact details where applicable.
Bluebell Dental Practice Ltd & Bluebell Aesthetics Clinic Ltd staff who receive a verbal complaint should try to resolve this immediately if possible.
Information is to be recorded on the customers file, including the completion of the complaints form and a letter or email sent to the customer clarifying the complaint and action to be taken including estimated time frames. This can also be communicated verbally but will always be followed up in writing. This is to be done within three days of the oral complaint being received.
The complaint is to be discussed with the company complaints manager.
Nicki Isagba is the named person who deals with complaint through the process. When staff or management receive an oral complaint, both should listen sincerely to the issues raised by the complainant. Any contact with a complainant must be polite, courteous, and sympathetic. At all times, staff and management must remain calm and respectful.
After discussing the issues raised each staff member or management handling the complaint should suggest an action plan to resolve the complaint. If this action plan is acceptable, staff or management should clarify the agreement with the complainant and agree on a way in which the results of the complaint will be communicated to the complainant this may mean a meeting or in writing.
If the proposed action plan is not acceptable to the complainant, staff or management should ask the complainant to make their complaint in writing to Bluebell Dental Practice Ltd & Bluebell Aesthetics Clinic Ltd and provide a copy of our complaint’s procedure and a complaint form.
When a complaint is received in writing, it must be forwarded to the named complaints contact, Nicki Isagba Manager of Bluebell Dental Practice Ltd & Bluebell Aesthetics Clinic Ltd who must enter the details into the complaints log and then send a acknowledge receipt within three working days in order to establish a relationship of confidence with the person who has raised the complaint.
If necessary, further clarification should be obtained from the complainant. If the complaint is not made by our customer, but is made on their behalf, the customers consent, preferably in writing, must be obtained in advance from the customer.
After receiving the complaint, a copy of the complaint’s procedure must be given to the customer. Clearly and politely explain the complaints process, the time it may take and realistic expectations. We may have to arrange a visit to the customer’s home. This must be arranged within 14-days and confirmed in writing.
Immediately on receipt of the complaint Bluebell Dental Practice Ltd & Bluebell Aesthetics Clinic Ltd will launch an investigation and within 28-days should be in a position to provide a written explanation to the complainant, either in writing or arranging a meeting to visit the individuals concerned. On some occasions this may not be possible. We will write to the customer and explain that we are still investigating, why there is a delay and propose a date that we hope to provide them with an explanation.
Complaints are an important management tool which allows us to learn about the products and services we provide. They are a useful source of information about how the customers see our services and how we are serving our customers.
To ensure that Bluebell Dental Practice Ltd & Bluebell Aesthetics Clinic Ltd can learn from its complaints, the following data should be collected for every complaint received:
- The name, address and contact details of complainant
- The name and role of the person internally dealing with the complaint
- The dates on which the complaint was received and on which it was responded to
- The nature of the complaint
- The outcome of the complaint
- How the complaint was received
- Remedial/Redress or both, action carried out in response to the complaint
- Lessons learnt from the complaint.
It is important that complaints information is reported and considered on a regular basis and shared at all levels with Bluebell Dental Practice Ltd & Bluebell Aesthetics Clinic Ltd
All new patients requiring an emergency dental appointment will be charged a private emergency fee of £45 plus any additional treatment costs incurred during the visit. Any new patients joining the practice who do not require an appointment within 48 hours will not be charged an emergency fee.
If you are an existing NHS patient, under a current course of treatment with the practice you will not be charged an emergency fee. However, if the emergency is unrelated to the course of treatment you are undertaking a Band 1 Emergency charge will be applied. Band 1 – £25.80, Band 2 – £70.70, Band 3 – £307.00, Exam – £25.80.
Each Dentist has a monthly allocation of NHS funding and NHS funding of treatment which is subject to fund availability. Therefore when we run out of NHS fund allocation we use an alternative option to offer similar treatments on an affordable basis to our NHS patients.
Regular check-ups and hygiene are essential for a sparkling smile and good oral health. With this in mind we have designed the Bluebell® Dental plan to help you budget for your essential dental care needs and have peace of mind that dental accidents and emergencies are covered. The plan allows you to pay for your routine care in affordable monthly installments and gives you access to our portfolio of innovative treatments.
Our dental services are priced depending on the treatment you require and your status with us – i.e. whether you are an existing NHS patient or are booking a private appointment with us. We advise you ask for a full breakdown quote upon booking your appointment.
From standard dental check-ups to innovative treatments aimed at rejuvenating and brightening your smile, our team here at Bluebell Dentistry and Aesthetics boasts a broad portfolio of experience. Some of our core and more popular services include General Dentistry, Periodontics, Dental Hygiene Consultations, Implants, Anti-Aging Treatments, and Invisalign treatments. You can learn more about our services on our website.
With different appointment times available for different clients, including evening and weekend’s which are open to our private patients and the standard weekday opening hours for NHS patients, we will always try to fit you in for an appointment at your earliest convenience based on our calendar and capacity.
We pride ourselves on the feedback we receive from clients – so much so that we have dedicated an entire page of our website to a survey designed specifically for clients to let us know what they thought of our service and their treatment.
Most of our existing testimonials exist on our social media pages, where clients are encouraged to share their experiences and where our practice team will respond to as many comments and reviews as possible. You can find these linked across our entire site.
Yes – our emergency dental treatments and consultations are charged at an emergency fee depending on any treatment you are currently receiving with us. If the treatment is related then the emergency appointment is not chargeable – however if the emergency is unrelated, we will categorise your appointment into one of three bands, each with its own charge. Any additional treatment costs on top of that. If you do have a dental emergency and need to book an appointment, we do ask that you give us a call on 020 8500 6789 rather than going through the online enquiry form, as this will allow us to help you much quicker.
Bluebell Dentistry and Aesthetics is the home of the perfect smile – offering a variety of treatments which can all help to give you back your confidence and not only treat, but educate you on dental hygiene issues which may be causing pain, toothaches, and other ailments. As well as this general dental care, our team are also highly trained in dealing with a vast array of other dental problems – meaning we can help with whatever you need.
Our opening times vary depending on your status with us. NHS clients are welcome to book any appointment during our standard weekday opening hours. These run from 9am to 7pm on a Monday, and 9am to 5pm from Tuesday through to Friday.
Private practice clients benefit from extended hours which include evenings and also appointments on Saturday mornings. These private appointments are also available for emergency treatments where required.
We pride ourselves on offering NHS dental services and a private client experience, enabling us to help restore and smiles and confidence of clients all over Essex. If you are an existing NHS patient of ours then you will already benefit from our NHS service. If you want to apply to be an NHS patient but find that we have run out of funding, then please do get in touch as we often have alternative options which can help us to keep any treatments and consultations affordable for you.