FAQ

Frequently Asked Questions

How do you book appointments?

We have an online booking system which allows you to view, choose and book the specialist and the treatment your patient needs. You can view the booking system here; Login

The system automatically sets the time, the cost and gives you the criteria required for each treatment that you book.

You can of course also call us and book the specialist over the phone

How does your pricing work?

Fees are fixed and transparent (time and cost are visible in within the online booking system). For an up-to-date outline of our fees structure, please contact VSS using the short form at the bottom of this page.

Do you provide equipment?

It’s up to you. Equipment and materials can be brought along by the specialist or stocked by the practice. Charges for all consumables are available from VSS.

Do you provide nurses?

VSS can supply dental nurses or your own dental nurses can be involved. If your dental nurses do not yet have the training they need, we can train them. This is highly motivating and means they can even get involved in treatment coordination.

Who manages the administration, invoicing & lab fees?

VSS takes care of all the relevant administration, including payment of laboratory fees. Itemised invoices are sent to practices on a monthly basis.

Can clinicians and specialists be contacted?

Of course! The most efficient way to contact VSS team members is by email.

In case of an emergency, please call 0845 658 5737 and your message will be immediately sent to the relevant specialist. Each treated patient and your practice is also given a mobile number for out-of-hours advice.

How do I make a complaint?

Please see our concerns procedure which is outlined below.

Concerns

If you have a complaint or a concern with the level of service received from Visiting Specialist Services, or feedback received from a patient who was treated by a VSS clinician, and you wish to contact us via the web, please use the following form:

We take feedback and complaints very seriously. Should a matter arise that needs investigation and/or action, we aim to have the matter resolved as quickly and as sensitively as possible.

Our aim is to handle complaints in the same caring way as we would want any complaint we made ourselves about a service to be managed. Feedback provides learning opportunities.

The person responsible for dealing with any complaint about our service, whether from a patient or a practice, is Dr Fadi Barrak, company director.

For patient complaints on the telephone or at the reception desk regarding a VSS clinician, please follow your internal practice policy on handling patient complaints and also advise Dr Fadi Barrak immediately on 0845 658 5737. If he is not available at the time, he can be contacted directly via email at info@vssdental.com.

Should your dental practice have a complaint or concern, please also contact Dr Fadi Barrak immediately as above. To make a complaint or raise a concern anonymously, please use the web form and omit your personal details.

If a complaint is about any aspect of clinical care or associated charges, part of the normal investigation will involve it being referred to the relevant clinician. Should you or your patient prefer that this does not happen, please request this at the time of your initial contact.

We aim to acknowledge any complaint in writing, normally within three working days of the original complaint. If further investigation is required, we will seek to give you an explanation of the circumstances of the complaint within ten working days. If it is not possible to investigate the complaint fully within ten working days, we will notify the dental practice, giving reasons for the delay and a likely period within which the investigation will be completed.

Proper and comprehensive records are kept of any complaint received.

If patients or dental practices are not satisfied with the outcome of our complaints procedure, then further advice will be provided about how to contact a third party regulated dental authority.