Blackhills Specialist Dental Clinic located in the heart of Scotland near Perth, brings together a team of Consultants and Specialists in the major aspects of modern clinical dentistry under the Clinical Director Paul Stone. This means when a patient is referred to Blackhills, they are often seen by more than one Specialist clinician, with each having their own area of expertise. We ensure that virtually all treatment is carried out within this clinic, avoiding further travel elsewhere.
With new procedures in dentistry are constantly being developed, Paul Stone and the Specialist team at Blackhills employ the most up to date skills, materials, techniques and equipment. Whatever the complexity of the dental problem, there is a combination of Specialists who will work together to provide the required treatment, e.g. dental implants.
Why be seen by a Specialist?
The General Dental Council (GDC) require that rigorous criteria are met before a dentist can call themselves a Specialist. All the Clinicians at Blackhills Clinic are GDC registered Specialists and have many years experience in helping dentists and their patients from all over Scotland, the UK and beyond. It is our policy to treat patients only for the problem for which they have been referred (unless other issues become apparent). Upon completion of treatment, the patient will always be returned back to their dentist for continuing dental care.
Blackhills Clinic Complaints Policy
In this practice we take complaints seriously and try to ensure that all patients are pleased with their experience of our service. When patients complain, they are dealt with courteously and promptly so that the matter is resolved as quickly as possible. We are very keen to completely resolve all complaints through our own internal complaints process.
We would also appreciate any feedback concerns, or comments, if there are any aspects of your visit to Blackhills Clinic which you are either unhappy with or think we could improve on.
These might be in relation to your care and treatment received, what we have done well or not so well, the facilities in the clinic, or any suggestions for improving things.
It might just be that there is something you don't understand and need more information about the treatment or service.
You can tell us by:
Our aim is to react to complaints in the way in which we would want our complaint about a service to be handled. We learn from every mistake that we make and we respond to patients’ concerns in a caring and sensitive way.
1. The people responsible for dealing with any complaint about the service we provide are: Mrs Trudie Imrie (Clinic Manager) and Mr Paul Stone (Clinical Director), Blackhills Clinic, 5 Maidenplain Place, Aberuthven, Perthshire PH3 1EL.
2. If a patient complains on the telephone or at the reception desk, we will listen to his or her complaint and offer to refer him or her to the Clinic Manager or Clinical Director immediately. If the Clinic Manager and the Clinical Director are not available at the time, then the patient will be told when he or she will be able to talk to either of them and arrangements will be made for this to happen. The member of staff will take 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.
3. If the patient complains in writing the letter will be passed on immediately to the Clinic Manager/Clinical Director.
4. 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.
5. We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice as soon as possible, normally within five working days. We will seek to investigate the complaint within ten working days of the complaint being received to give an explanation of the circumstances that led to the complaint. If the patient does not wish to meet us, then we will attempt to talk to him or her 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.
6. We will confirm the decision about the complaint in writing to the patient immediately after completing our investigation.
7. Proper and comprehensive reports are kept of any complaint received.
8. In the unlikely event that we are unable to resolve your complaint, the next step will be to recommend the involvement of one of the two following Independent Complaint bodies:
Dental Complaints Service
2 Cherry Orchard Road
Tel: 08456 120 540
Healthcare Improvement Scotland
1 South Gyle Crescent
Tel: 0131 623 4300
Perthshire PH3 1EL