About Us

Our Aim

We aim to provide a calming, comfortable environment which we and our patients enjoy, offering the highest standard of dental care.

  • We will endeavour to give our patients and each other our utmost respect at all times.
  • We will work as a team to create a relaxed and friendly environment consistently.
  • We aim to provide a caring service to our patients.
  • We will listen to our patients’ desires and will aim to achieve them by giving them the options available.
  • We will always strive to learn, grow and improve ourselves and our practice.
  • Our consistency will be our strength, honesty our motto, high standards will be our value.
  • Prevention, Good Dental Health, and Aesthetics is our key to a Life Long Smile

Although we have a modern outlook and keep up to date with the latest developments, we have not lost sight of the traditional professional values that our patients expect. We take pride in the high standard of our dentistry and are committed to achieving excellent dental health for you and your family. As a team we are committed to the provision of quality preventative dentistry to help keep your mouth in the best condition possible.

All children are born free of dental disease and we aim to help keep them that way. Helping our young patients get into the routine of caring for their teeth and gums is very important to us. We feel regular dental visits are of paramount importance, so we can offer preventative care.

BDA Good Practice

The team at Duncan Smith Dental are very proud to have been awarded membership of the British Dental Association’s Good Practice Scheme.

To achieve BDA Good Practice, our team had to demonstrate we have systems and procedures in place to maintain high levels of quality and control. It offers our team a way of telling our patients that we are committed to working to a standard of good practice set by the profession’s national association.

In a world where patients are increasingly more discerning, a trusted quality mark is a powerful message. It indicates to our patients that our practice is working to high quality standards.

The following is the list of commitments the practice has undertaken:

  1. We aim to provide dental care of consistently good quality for all patients.
  2. We only provide care that meets your needs and wishes.
  3. We aim to make your treatment as comfortable and convenient as possible.
  4. We look after your general health and safety while you are receiving dental care.
  5. We follow the British Dental Association’s guidelines on infection control.
  6. We check for mouth cancer and tell you what we find.
  7. We take part in continuing professional development to keep our skills and knowledge up to date.
  8. We train all staff in practice-wide work systems and review training plans once a year.
  9. We welcome feedback and deal promptly with any complaints.
  10. Every member of the practice is aware of the need to work safely under General Dental Council guidelines.

Complaints Procedure

We take complaints very seriously and try our best to ensure that all our patients are pleased with their experience at Duncan Smith Dental. Should you have any cause to complain, we will deal with you courteously and promptly so that the matter is resolved as quickly as possible.

We aim to react to complaints in a manner in which we ourselves would want our complaint to be handled. We learn from our mistakes and respond to our patients concerns in a caring and sensitive way.

  • The person responsible for dealing with any complaint we receive in our practice is our practice manager.
  • If you contact regarding a complaint via telephone or in person, we will listen to you and offer to refer you to our practice manager immediately. If the practice manager is not available at that time, a member of staff will take brief details of your complaint and pass them on to the practice manager. Arrangements will be made for the practice manager to contact you as soon as possible.
  • If your complaint is in writing or by email it will be passed on immediately to the practice manager, who will acknowledge its receipt and enclose a copy of this code of practice as soon as possible, normally within 2 working days.
  • We will seek to investigate the circumstances which led to the complaint and a response sent within 10 working days.
  • If it is not possible to investigate the complaint within 10 working days we will notify you and provide reasons for the delay and a likely period within which the investigation will be completed.
  • We will notify you in writing to confirm the decision about your complaint immediately after completing our investigation.
  • Proper and comprehensive reports are kept of any complaint received.

If, after a thorough investigation, our practice cannot resolve a complaint our practice manager will refer you to:

  • Your local Citizen’s Advice Bureaux (CAB across Scotland are now funded by local NHS Boards to deliver the Independent Advice and Support Service (IASS). IASS aims to support patients, their carers and relatives in their dealings with the NHS and in other matters affecting their health).
  • For complaints about NHS dental care:
    NHS Lothian Complaints Team
    Waverley Gate
    2-4 Waterloo Place
    Edinburgh, EH1 3EG
    Tel: 0131 536 3370
    Email: complaints.team@nhslothian.scot.nhs.uk
  • The British Dental Health Foundation’s Word of Mouth Advice Line
    (Free and impartial advice centre, open Monday – Friday 9am – 5pm)
    Tel: 0845 063 1188 (local rate call in the UK)
    Online help form: http://www.dentalhealth.org/dental-helpline
  • Dental Complaints Service (Independent dental complaints company funded by The General Dental Council to assist with Non NHS complaints)
    Tel: 0845 612 0540 (in office hours Monday to Friday 9am – 5pm)
    Web: http://www.dentalcomplaints.org.uk

If you remain dissatisfied with the response from our normal complaint process, there is recourse to the Scottish Public Services Ombudsman who provides a ‘one-stop-shop’ for individuals making complaints about organisations providing public services in Scotland – http://www.spso.org.uk, mobile site – http://m.spso.org.uk