All posts by Causeway Dental Practice

Rachel James – Dental Hygienist GDC 248856

We are pleased to welcome our new dental hygienist Rachel James.

Rachel is from Stony Stratford and qualified from The University of Sheffield as a hygiene therapist, working in various practices including community dental services.

Rachel is passionate about periodontal care and motivating her patients to improve and maintain their oral health at the highest level. 

Her role is mainly concerned with ‘preventive’ dental health and treating gum disease – showing you correct home care and helping you to keep your teeth and gums healthy. This includes professionally cleaning your teeth by removing plaque and tartar (usually called a ‘scale and polish’ or a prophylaxis). However, perhaps her most important role is showing you the best way to keep your teeth free of plaque. Plaque is a sticky coating that forms constantly on your teeth. She will also give advice about diet and about preventing tooth decay. For more information please click here.

Dear Patients

You may have heard that dental practices can open to routine care from Monday 8 June.

Our practice will be opening on that day but we just wanted to be clear that this will not be business as usual. The treatments you are offered may be different from those you received before, depending on staff and equipment available. It will take some time before services return to what you previously experienced as normal. Please be patient.

Our community has been through a lot over the last few months, and all of us are looking forward to resuming our normal habits and routines. While many things have changed, one thing has remained the same: our commitment to your safety.

Infection control has always been a top priority for our practice and you may have seen this during your visits to our surgery. Our infection control processes are made so that when you receive care, it’s both safe and comfortable. We want to tell you about the infection control procedures we follow in our practice to keep patients and staff safe.

Our practice follows infection control guidelines made by the governing bodies. We are up-to-date on new guidance that has been issued. We do this to make sure that our infection control procedures are current and adhere to recommendations.

You may see some changes when it is time for your next appointment. We made these changes to help protect our patients and staff. For example:

  • Our practice will communicate with you beforehand to ask some screening questions. You’ll be asked those same questions again at your appointment
  • We have hand sanitiser that we will ask you to use when you enter the practice. You will also find some in the reception area and other places in the practice for you to use as needed.
  • We no longer offer magazines, children’s toys and so forth, since those items are difficult to clean and disinfect
  • Appointments will be managed to allow for social distancing between patients. That might mean that you’re offered fewer options for scheduling your appointment.

We will do our best to allow greater time between patients to reduce waiting times for you, as well as to reduce the number of patients in the reception area at any one time.

How you can help:

  • With the exception of children and patients with carers, patients should come alone
    • A distance of at least 2 metres must be observed if another patient is present in the dental practice
    • Payment should be made by card where possible
    • Staff will not shake your hand
    • If you show symptoms following appointment booking, you should contact the practice by phone
    • Please do not arrive early to the practice. If necessary, you should wait outside the practice
    • Please do not arrive without an appointment
    • Patients should come wearing a mask if possible or face covering.

Best wishes,

Causeway Dental Practice Team

Complaints Policy

In this practice we take complaints very seriously and try to ensure that all our patients are pleased with their experience of our service. However should a patient be unhappy with our service then they can complain to us in person, by telephone , by e-mail or by letter. 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 own 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.

  • The person responsible for dealing with any complaint about the service that we provide is our Practice Manager.
  • If a patient complains on the telephone or at the reception desk, we will listen to their complaint and offer to refer them to the Practice Manager. If the Practice Manager is not available at the time, then the patient will be told when they will be able to talk to them 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 or e-mail will be passed on to the Practice Manager.
  • If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the dentist, unless the patient does not want this to happen.
  • We will acknowledge the patient’s complaint in writing and enclose a copy of our complaints policy as soon as possible, normally within two working days.
  • We will seek to investigate the complaint within ten working days of receipt to explain 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: 
  • The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank. London. SW1P 4QP 0345 015 4033 ombudsman.org.uk for NHS complaints
  • The Dental Complaints Service, Stephenson House, 2 Cherry Orchard Road,
    Croydon, CR0 6BA (Telephone: 020 8253 0800) [email protected] for complaints about private treatment
  • The General Dental Council, 37 Wimpole Street, London, W1M 8DQ (Telephone: +44 (0)20 7167 6000), the dentists’ regulatory body for complaints about professional misconduct