Patients Survey

Patient's opinions and comments are very important to us. Please feel free to discuss any aspect of your care with your dentist, the practice coordinator or you can leave a comment in our 'comment book' at reception. You can also download the Cedar Dental patient survey if you would like to complete it and help us improve our service to you.

Where you have requested changes, your recommendations have been implemented where necessary.

For those of you who took part in our Survey 2010, we'd like to thank you and the results are below:

HOW DID YOU HEAR ABOUT THE PRACTICE?

• Regular Patient: 75.5%
• Recommendation: 16.5%
• Other: 8%

HOW DID YOU GET HERE TODAY?

• Drove by car: 74%
• Walked: 9%
• Other: 17%

WHICH ENTRANCE DID YOU USE?

• Front Gate (Along A4): 71%
• Side Gate (By Library)    26%
• Back Door (if disabled)    3%

PARKING

If you came by car - Which car park did you use?

• Memorial Car Park: 50%
• Council Offices car park (behind us): 20%
• Practice Disabled Car Park: 2%
• Other: 28%

PRACTICE’S GENERAL APPEARANCE

Décor:

• Very Good: 99%
• Average: 1%

State of repair/maintenance:

• Very Good: 97%
• Did not respond: 3%

Outside appearance:

• Very Good: 98.5%
• Did not respond: 1.5%

Cleanliness:

• Very Good: 98%
• Did not respond: 2%

RECEPTION

Are the reception staff helpful?

• Yes: 97%
• No:  0%
• Did not respond: 3%

Are you dealt with efficiently at reception?

- On the phone:

• Yes: 96%
• No: 0.5%
• Did not respond: 3.5%

- At the desk before your appointment:

• Yes: 94%
• No: 0.2%
• Did not respond: 5.8%

- At the desk after your appointment:

• Yes: 94%
• No:  0%
• Did not respond: 6%

Were you greeted?

- on arrival?

• Yes: 90%
• No: 6.5%
• Did not respond: 3.5%

- on departure?

• Yes: 92%
• No: 2%
• Did not respond: 6%

Are the receptionists uniforms well presented?

• Yes: 87%
• No:  0%
• Did not respond: 13%

Did you read our notice board?

• Yes: 20%
• No: 75%
• Did not respond: 5%

All our fees are displayed on the notice board - is this helpful?

• Yes: 50%
• No: 6.5%
• Did not respond: 43.5%

TOUCH SCREEN BOOKING IN SYSTEM

Did you use the Touch Screen Booking in system?

• Yes: 20%
• No: 77%
• Did not respond: 3%

Did you find it helpful?

• Yes: 20%
• No: 8%
• Did not respond: 72%

PHONES

How long on average are you kept waiting before your call is answered?

• Answered immediately? 15.5%
• Within 30 seconds? 52%
• Within 1 minute? 12.5%
• Over one minute? 1%
• Did not respond: 19%

Were you happy with this response?

• Yes: 83%
• No: 1%
• Did not respond: 16%

Was your phone enquiry answered to your satisfaction?

• Yes: 61%
• No: 1%
• Did not respond: 38%

APPOINTMENTS

Is it easy to book an appointment?

• Yes: 96%
• No: 1%
• Did not respond: 3%

Were you provided with a convenient appointment to suit you?

• Yes: 96%
• No: 1%
• Did not respond: 3%

Did you have to wait for a long time for future appointments?

• Yes: 13%
• No: 76%
• Did not respond: 11%

Are our surgery opening times adequate?

• Yes: 95%
• No: 0%
• Did not respond: 5%

Are there any other times that you would like the practice to be open?

• Yes: 2%
• No: 53%
• Did not respond: 45%

In the last 12 months, has the receptionist made it difficult to either see or talk to your dentist?

• Yes: 1%
• No: 90%
• Did not respond: 9%

EMERGENCY OUT OF HOURS SERVICE

Have you used our emergency out of hour's service?

• Yes: 8%
• No: 88%
• Did not respond: 3%

IF YES:
How was your call dealt with?

• Immediately: 48%
• Within 1 Hour: 19%
• Within 2 Hours: 11%
• No Return Call: 0%
• Did not respond: 22%

Were you happy with this response?

• Yes: 72%
• No: 0%
• Did not respond: 28%

PATIENT INFORMATION

Would you like some useful dental leaflets?

• Yes: 19%
• No: 64%
• Did not respond: 17%

Would you like some dental videos?

• Yes: 6%
• No: 76%
• Did not respond: 18%

Would you like a children’s dental health club?

• Yes: 12%
• No: 56%
• Did not respond: 32%

LOUNGE AREA

Is it relaxing?

• Yes: 93%
• No: 1%
• Did not respond: 6%

Is it comfortable?

• Yes: 95%
• No: 2%
• Did not respond: 3%

Is it welcoming?

• Yes: 94%
• No: 0.5%
• Did not respond: 5.5%

Is there enough for children to do?

• Yes: 28%
• No: 7%
• Did not respond: 65%

Is there enough for you to do?

• Yes: 82%
• No: 3%
• Did not respond: 15%

Do you use our free Wi Fi service?

• Yes: 2%
• No: 88%
• Did not respond: 10%

Did you use the hand sanitizer gel that is available?

• Yes: 61%
• No: 33%
• Did not respond: 6%

Do you find the selection of magazines appropriate?

• Yes: 81%
• No: 4%
• Did not respond: 15%

Are there any other magazines you would prefer?

• Yes: 8%
• No: 48%
• Did not respond: 44%

Do you find the selection of newspapers appropriate?

• Yes: 79%
• No: 1%
• Did not respond: 20%

Are there any other newspapers you would prefer?

• Yes: 7%
• No: 49%
• Did not respond: 44%

Do your children use the children's area?

• Yes: 11%
• No: 22%
• Did not respond: 66%

Are the children's books appropriate?

• Yes: 20%
• No: 1%
• Did not respond: 79%

Would you value more entertainment for children?

• Yes: 6%
• No: 10%
• Did not respond: 84%

Do you watch the T.V?

• Yes: 60%
• No: 30%
• Did not respond: 10%

Do you consider the T.V a nuisance?

• Yes: 10%
• No: 70%
• Did not respond: 20%

TOILET FACILITIES

If you used these facilities today, were they clean?

• Yes: 59%
• No: 6%
• Did not respond: 35%

ART WORK

Do you like the art work?

• Yes: 80%
• No: 0.5%
• Did not respond: 19.5%

PRACTICE PERSONNEL

Dental Nurses

Are they friendly?

• Yes: 97%
• No: 0%
• Did not respond: 3%

Caring?

• Yes: 92%
• No: 0%
• Did not respond: 8%

Helpful?

• Yes: 95%
• No: 0%
• Did not respond: 5%

Are they well informed?

• Yes: 86%
• No: 0%
• Did not respond: 14%

Do they reassure you?

• Yes: 88%
• No: 0.5%
• Did not respond: 11.5%

Dentists

How long did you wait for your appointment today?

• 0-5 minutes: 45%
• 5-15 minutes: 22%
• 15-30 minutes: 4%
• 30+ minutes: 1%
• Did not respond: 28%

Is your dentist helpful?

• Yes: 98%
• No: 0%
• Did not respond: 2%

Caring?

• Yes: 98%
• No: 0%
• Did not respond: 2%

Friendly?

• Yes: 98%
• No: 0%
• Did not respond: 2%

Do they listen to you?

• Yes: 98%
• No: 0%
• Did not respond: 2%

Do they explain enough to you?

• Yes: 98%
• No:  0.5%
• Did not respond: 1.5%

Did the dentist answer all the questions you asked?

• Yes: 94%
• No: 0%
• Did not respond: 6%

Did you feel that you were able to ask as many questions as you wanted?

• Yes: 94%
• No: 1%
• Did not respond: 5%

Were you given treatment options? (If necessary)

• Yes: 64%
• No: 3%
• Did not respond: 33%

Do you feel confident about the quality of treatment they are providing for you?

• Yes: 95%
• No: 1%
• Did not respond: 4%

Were your fees for treatment discussed with you?

• Yes: 45%
• No: 28%
• Did not respond: 27%

Were you given preventative advice for your gums/teeth:        
- Today?

• Yes: 48%
• No: 17%
• Did not respond: 35%

- In the past

• Yes: 78%
• No: 4%
• Did not respond: 18%

Were you given dietary advice for you / your family:        
- Today?

• Yes: 6%
• No: 57%
• Did not respond: 36%

- In the past

• Yes: 16%
• No: 51%
• Did not respond: 33%

Are you a smoker?

• Yes: 10%
• No: 81%
• Did not respond: 9%

If Yes:: were you given advice about non smoking?

• Yes: 57%
• No: 27%
• Did not respond: 16%

During your examination (if applicable) all soft tissues are checked for early signs of cancer / fungal infections or any other conditions. Are you aware of this?

• Yes: 67%
• No: 22%
• Did not respond: 11%

Who do you prefer your teeth to be cleaned by?

• Dentist    60%
• Hygienist    18%
• Did not respond: 22%

In your opinion, does your dentist know enough about your medical history?

• Yes: 87%
• No: 2%
• Did not respond: 11%

Would you like to change your dentist?

• Yes: 0.5%
• No: 96%
• Did not respond: 3.5%

Dental Hygienists

How long did you wait for your appointment today?

• 0-5 minutes: 57%
• 5-15 minutes: 14%
• 15-30 minutes: 2%
• 30+ minutes: 0%
• Did not respond: 27%

Are they friendly?

• Yes: 98%
• No: 1%
• Did not respond: 1%

Caring?

• Yes: 98%
• No: 1%
• Did not respond: 1%

Helpful?

• Yes: 98%
• No: 1%
• Did not respond: 1%

Are they well informed?

• Yes: 98%
• No: 0%
• Did not respond: 2%

Do they reassure you?

• Yes: 98%
• No: 1%
• Did not respond: 1%

Were you shown how to use an electric toothbrush?

• Yes: 49%
• No: 41%
• Did not respond: 10%

Were you shown how to use a manual toothbrush?

• Yes: 38%
• No: 50%
• Did not respond: 12%

Were you shown how to floss your teeth?

• Yes: 61%
• No: 27%
• Did not respond: 12%

Were you shown how to use Tepe brushes?

• Yes: 56%
• No: 34%
• Did not respond: 10%

Were you shown how to use plaque disclosing tablets?

• Yes: 11%
• No: 77%
• Did not respond: 12%

Were hand scalers used during your appointment?

• Yes: 60%
• No: 10%
• Did not respond: 30%

Was Prophy Jet (white powder spray with water) used during your appointment?

• Yes: 43%
• No: 22%
• Did not respond: 35%

Was the ultra sonic scaler used during your appointment?

• Yes: 27%
• No: 27%
• Did not respond: 46%

Were you given preventative advice on how to avoid gum disease?

• Yes: 77%
• No: 16%
• Did not respond: 7%

Were you given an explanation on how gum disease occurs?

• Yes: 55%
• No: 34%
• Did not respond: 11%

Do you understand what 'Plaque' is?

• Yes: 93%
• No: 2.5%
• Did not respond: 4.5%

Do you understand what 'Calculus' is?

• Yes: 45%
• No: 47%
• Did not respond: 8%

Do you understand what 'Tartar' is?

• Yes: 83%
• No: 14%
• Did not respond: 3%

Do you understand what 'Gum Pocket' is?

• Yes: 58%
• No: 37%
• Did not respond: 5%

SPECIALIST SERVICES

Are you aware that we provide specialist services?

• Yes: 32%
• No: 47%
• Did not respond: 21%

Have you used any of the services listed below?
- Implants

• Yes: 7%
• No: 59%
• Did not respond: 34%

- Surgical Specialist

• Yes: 1%
• No: 64%
• Did not respond: 35%

- Difficult Extractions

• Yes: 6%
• No: 59%
• Did not respond: 32%

ADDITIONAL TREATMENTS

Have you used our teeth whitening service?

• Yes: 4%
• No: 87%
• Did not respond: 9%

If Yes:, were you happy with the results?

• Yes: 65%
• No: 20%
• Did not respond: 15%

If no, would you like more information about this?

• Yes: 15%
• No: 44%
• Did not respond: 41%

If we provided Skin Treatments and Fillers would you be interested?

• Yes: 4%
• No: 68%
• Did not respond: 28%

Are there any other additional services you would welcome?

• Yes: 0%
• No: 19%
• Did not respond: 81%

PRODUCTS

Do you buy your dental products from us?

• Yes: 27%
• No: 60%
• Did not respond: 13%

PAYMENT FOR TREATMENT

Do you feel that the cost of treatment was fully explained?

• Yes: 50%
• No: 15%
• Did not respond: 35%

Would you like to have a written estimate for the proposed treatment?

• Yes: 24%
• No: 36%
• Did not respond: 40%

Do you think that the practices private charges are value for money for the preventative care including hygienists, quality of care from all our staff, high- tech diagnostic equipment including digital x-rays, out of hour care, early morning, late evening and Sunday appointments and the premises and furnishings, we provide?

• Yes: 50%
• No: 4%
• Did not respond: 46%

How do you prefer to settle your fees?

• On the day: 46%
• Within a week of treatment completion: 2%
• Within a month of treatment completion: 3%
• A mixture of all above: 11%
• Did not respond: 38%

How do you prefer to pay?

• Cash: 8%
• Cheque: 5%
• Credit/Debit Card: 56%
• Installments: 3%
• Did not respond: 28%

Did you know you can pay monthly under (monthly capitation system)?

• Yes: 39%
• No: 23%
• Did not respond: 39%

Are you part of our Dental Plan Direct (monthly capitation system)?

• Yes: 25%
• No: 54%
• Did not respond: 22%

COMPLAINTS

Do you know about the practice complaints procedure?

• Yes: 13%
• No: 72%
• Did not respond: 15%

Do you feel the practice welcomes complaints?

• Yes: 27%
• No: 4%
• Did not respond: 69%

Have you complained in the past?

• Yes: 4%
• No: 76%
• Did not respond: 20%

If Yes:, was the complaint dealt with to your satisfaction?

• Yes: 42%
• No: 4%
• Did not respond: 54%

Do you know who deals with complaints?

• Yes: 4%
• No: 65%
• Did not respond: 31%

Would you recommend the practice to others?

• Yes: 77%
• No: 0%
• Did not respond: 23%

What attracts you most about the practice?

(Here are a few of our comments)

• Highly professional dentists & very good back up staff, reassuring staff
• Confidence & competence in my dentist, excellent dentist, excellent treatment, superior service & treatment
• Friendly people & excellent work, dental results, Professional attitude
• Been a patient ever since we moved to Thatcham
• Excellent care & good quality dental work, superior service & treatment
• Professionalism, expertise, personal approach, feel supported
• Clean, friendly, efficient, so far pain free
• Convenient, convenience in way service is organised, reliable service
• Great dentist, great building, pleasant surroundings, lovely building/waiting area
• Comfortable, relaxing, papers & TV whilst you wait, modern look
• Good dentist & hygienist treatment, very welcoming & knowledgeable, equipment up to date
• Consistent care for whole family, easy parking
• No unnecessary treatment given, only what is best for my teeth
• Customer service, staff, easy approachable manner of staff, prompt availability of staff when urgent need arises
• Fair price, value for money
• Good atmosphere, friendliness, relaxed & welcoming atmosphere
• Trust, pleasant. Kind, caring atmosphere
• Bright, beautiful building with a garden (bench would be useful to admire & relax), beautiful surroundings
• Location, local, close to home, within walking distance, convenience & ease of access
• Recommendation - inspires confidence, so does expert treatment
• Opening times, Saturday appointments, Quick & prompt appointment times
• Rapport with practitioners (dentist/hygienist)
• Your happy friendly faces, all staff, approachable staff, extremely friendly staff - very different to past experiences, friendliness & welcoming nature of staff
• I hate to say it because he'll only get big headed, but my dentist is simply the best dentist on the planet - if he relocated, I would follow
• Familiarity with dentist, used this practice for last 26yrs
• Quickness to be seen when I'm in pain or need quick attention
• My dentist is always been kind, friendly & fun
• Best dentist I've had in many years. She is diligent, professional, caring, but most importantly an extremely clever lady & very good at her job! What an asset to your practice
• My nurse
• Friendly receptionists
• Very good dentist - does a very good job. I like my dentist, she is like a real friend
• The dentist - I have always been very nervous but I have absolute confidence in her
• Clean, friendly, well laid out, comfy chair & fair amount of space, parking easy etc
• Excellent dentist
• The homely atmosphere & friendliness of the staff. The way you are given time & explanation.
• High tech equipment.
• I have a dental phobia; I am never made to feel that I'm wasting their time. Everything is explained & my treatment is never rushed. You have a cohesive team who provide a service that is unparalleled.
• Being able to attend dentist on a Saturday
• Good care & availability of appointments. Quick emergency appts available
• It's the first time I've not been afraid to go to the dentist
• The appointment reminders by phone are sometimes helpful
• Been coming here for years and feel happy with my dentist - despite feeling nervous, he puts me at ease
• The case given. When first referred by NHH it was expected that I would be admitted to hospital in Guildford for surgery to the joint. As a result of the treatment I received, surgery wasn’t required. I had never received such complete care as an NHS patient.
• The dentist - he makes sure I feel as little pain as possible. My dentist & the staff
• Been coming for years so am used to it
• Female dentist - convenient when my daughter was younger
• Supreme courtesy of all members of staff on reception
• Very responsive to requests & the service from everyone is excellent
• Lovely old house, part of Thatcham's history
• Good, easy parking
• My dentist knows my history & treats me appropriately
• Good humor of the dentist, mother-in-law's recommendation
• The atmosphere from the moment you walk in, attitude & care of my dentist
• Confidence in my dentist, especially as I'm petrified of dental treatment
• Reputation
• Surgery itself is clean, Dentist & his Nurse very welcoming & reassuring
• My dentist, efficiency of staff, *'best dentist I've ever had'*
• Trust my dentist, as I am or was a nervous patient
• Competence
• Safe dentist & dental nurse, positive staff
• Very approachable dentist & explains everything in detail
• Trust in staff
• Was very good when I brought my wheelchair bound brother
• I have been coming to Cedar Dental Care for 16yrs & I can't think of a reason to change.
• When I mention to my friends that I have a routine appointment at 7pm they can't believe my dentist works that late.
• Feel I am treated as 'one of the  family'
• The general care
• My Dentist is very friendly and I have complete trust in her
• My dentist. Excellent dentist & reasonable prices
• Recommended by a long-term patient, conveniently placed
• Opening hours
• Husband came here, told me it was brill, so came & stayed. The nurse is spot on too.
• The dentist I have - The understanding he has that some people are afraid of having treatment, & because of that attitude it doesn’t fill me with dread that I have to come.
• Am extremely scared of dentists & since coming to the practice it has helped & wouldn't change anything
• You don't hurt!
• The nurses
• Reminder of appointment by phone very helpful
• Never kept waiting long -  Rarely, if ever, kept waiting

What do you least like about the practice?

(Here are a few of our comments)

• Nothing
• N/A
• Cost, fees, having to pay! Bit pricey, but you get what you pay for
• The drill, seeing the dentist
• TV
• Traffic on the road to get to the practice, location on the A4
• Can be busy at reception but staff always helpful & polite
• Cost - but accept it due to high quality work
• Shame there is no lift
• Chairs in waiting room - I am disabled, most chairs are too low, the two by the    touch screen have no arms
• Wish it was in Thame
• Filling out questionnaires
• Traveling as I work in Reading, therefore appt during the day can be awkward
• Only the fact that you're dentists!!
• The leather sofas - quite low, keep slipping off them, not too comfortable to sit on
• Would be nice not to have the TV on
• Waiting room chairs
• Ultrasonic scalers, but who does like that!
• Being held on the phone when "I am talking to a patient"!!!
• S&P still hurts
• Worrying about what I will need done before I arrive!!
• Being asked to call back to confirm that I  have received a message about a future appointment
• Having the need to come!
• Pain
• Lack of time slots for children
• Paying! But it is worth it