Attending the practice during Covid-19 (updated November 2021) 
Here at the Hasland Dental Practice we understand that this has been a difficult time for everyone, but we are eager as a practice to continue caring for your dental needs. To allow us to follow through with this, we have completely updated the way we operate in line with current regulations and procedures to ensure that all enhanced safety measures are in place. 
You may notice that the way we are operating is slightly different to what you are used too, therefore we ask that you are patient with us during this pandemic as each decision we have made is carried out with the safety of our patients and colleagues in mind. 

Before entering the practice
Prior to your appointment, one of our colleagues will contact you with the key information needed, including the patient journey information and steps we are currently taking to ensure your safety. 
We may ask you to answer medical history questions and a series of Covid-19 screening questions. We encourage all patients to confirm their attendance to the practice prior to their appointment. 

On the day of your appointment
We ask that you arrive for your appointment at the allocated time, as we are currently operating a one way system throughout the practice to minimise risk throughout and allow for appropriate cleaning time between patients. 
It is important that you only bring necessary items with you and encourage you where possible to attend your appointment alone unless you require assistance or are supporting a child or someone vulnerable. 
You will once again be asked whether you are displaying any symptoms of Covid-19 and your temperature will be taken on the day. If you are displaying any symptoms you will not be able the enter the practice and you will be required to follow current government guidelines. 
We ask that you wear a face covering upon entering the practice and you will be asked to sanitise your hands throughout your visit. 
Before entering the treatment room you will be asked to place any loose belongings such as a coat and bag into a designated box provided in reception. 
Upon entering the treatment room our team will be wearing full personal protective equipment to protect both the patient and themselves. At times this equipment can make it difficult to communicate, therefore we encourage patients to inform us if they are finding it difficult to hear or understand any information throughout the course of the appointment. 
The treatment room is consistently disinfected and cleaned in between each patient. 

After your appointment 
Once your treatment is complete, you will be asked to replace your face covering and collect your belongings from reception. 
Payment at reception can be cash or card, although we do encourage the use of contactless during this current pandemic if possible. 
Our card machines are sanitised after each use. 
If you have any further questions in regards to your appointment or treatment, we encourage patients to call with these enquiries to minimise your time  in practice for your own safety. 

Patient Complaints Procedure
It is our aim to always have satisfied patients, to meet your expectations of care and service and to resolve any complaints as efficiently, effectively and politely as possible.
We take complaints very seriously, investigating them in a full and fair way and take great care to protect your confidentiality. 
 If you are not entirely satisfied with any aspect of our care or service, please let us know as soon as possible to allow us to address your concerns promptly.
 We accept complaints made verbally as well as written complaints. 
If you do not feel you can raise a complaint about your service directly with us, you can address your complaint directly to NHS England at with ‘For the attention of the complaints team’ in the subject line.
 Bryony Hill  is the Complaints Manager and will be your personal contact to assist you with any complaints. 
 We aim to resolve verbal complaints within 24 hours where possible, but if you complain in writing the Complaints Manager will will send an acknowledgement letter within 3 working days and will aim to provide a full response in writing as soon as practical You can send your complaints to  182 Hasland Road, Hasland, Chesterfield, Derbyshire, S41 0AG , call us on 01246 232039or email the Complaints Manager on
 If the Complaints Manager is unavailable, we will take brief details about the complaint and will arrange for a meeting when it is suitable for you and the practice. We will keep comprehensive and confidential records of your complaint, which will be stored securely and only be accessible by those who need to know about your complaint.
 If the complaint investigation takes longer than anticipated, the Complaints Manager will contact you at least every ten working days to keep you informed of the reason for any delays, the progress of the investigation and the proposed date it will be completed.
~ When the investigation has been completed, you will be informed of its outcome in writing. We will make our response clear, addressing each of your concerns as best as we can. You will also be invited to a meeting to discuss the results and any practical solutions that we can offer to you. These solutions could include replacing treatment, refunding fees paid, referring you for specialist treatments or other solutions that meet your needs and resolve the complaint.
 We regularly analyse patient complaints to learn from them and to improve our services. That’s why we always welcome your feedback, comments, suggestions and complaints. If you are dissatisfied with our response to a complaint you can take the matter further, please see the contacts below.
 If you are dissatisfied with our response to a complaint you can contact the GDC private dental complaints service within 12 months of the treatment or within 12 months of becoming aware of the issue. Please see the contact details below. Contacts GDC private dental complaints service can be contacted by calling 020 8253 0800 or visiting
 If you are still unhappy about your NHS complaint, you can contact  the Parliamentary Health Ombudsman (England): by calling 0345 015 4033 or visiting

 You can also contact  The Care Quality Commission (CQC) who regulates private and NHS dental care services in England by calling 03000 616161. They can take action against a service provider that is not meeting their standards The General Dental Council is responsible for regulating all dental professionals. You can complain using their online form at contact them on or by calling 020 7167 6000. der development.