Frequently Asked Questions

1How often should I visit the dentist?
The American Dental Association and our team recommend patients visit us twice a year for regular check ups & teeth cleaning. This allows our team to diagnose & treat oral health concerns in their earliest stages.
2Where are you located?
We are located at 135 Andrew Drive in Snug Harbour, along the Seven Mile Beach corridor in Grand Cayman, Cayman Islands.
3What if I have an emergency?
Contact our office at 345-945-4388 and we will do are utmost to assist immediately. If you’re dealing with a severe dental problem outside normal office hours, you will likely need an emergency dentist or even an emergency room visit.
4Do you take insurance?
Yes, we accept many local insurance providers. They include: CG BritCay, Vanguard Risk Solutions, Aetna, BAF, Cayman First and Pan American Life. We’re happy to assist patients in processing and filing claims for any insurance company to maximize coverage.
5Do you have any complaints?
Complaints Policy

In this practice we take complaints very seriously and try to ensure that all our 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. This procedure is based on these objectives.
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 customers’ concerns in a caring and sensitive way.

1. The person responsible for dealing with any complaint about the service which we provide is Grisel Gonzalez Complaints Manager.

2. If a patient complains on the telephone or at the reception desk, we will listen to their complaint and offer to refer him or her to the Complaints Manager. If the Complaints Manager is not available at the time, then the patient will be told when they will be able to talk to the complaints manager and arrangements will be made for this to happen. The member of staff will take brief 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 or email will be passed on to the Complaints Manager.

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 normally within 3 working days. We will offer to discuss the complaint at a time agreed with the patient, asking how the patient would like to be kept informed of developments, for example, by telephone, face to face meetings, letters or e-mail. We will inform the patient about how the complaint will be handled and the likely time that the investigation will take to be completed. If the patient does not wish to discuss the complaint, we will still inform them of the expected timescale for completing the process.

6. We will seek to investigate the complaint within 10 working days of receipt to give an explanation of the circumstances which led to the complaint. If the patient does not wish to meet us, then we will attempt to talk to them on the telephone. If we are unable to investigate the complaint within 10 working days we will notify the patient, giving reasons for the delay and a likely period within which the investigation will be completed.

7. When we have completed our investigation, we will provide the patient with a full written report. The report will include an explanation of how the complaint has been considered, the conclusions reached in respect of each specific part of the complaint, details of any necessary remedial action and whether the practice is satisfied with any action it has already taken or will be taking as a result of the complaint.

8. Proper and comprehensive records are kept of any complaint received.

9. If patients are not satisfied with the result of our procedure then a complaint may be made to the relevant register and body.

The Health Practice Commission
3rd Floor, Government Administration Building,
133 Elgin Ave, George Town, Grand Cayman
Mailing Address: Box 132
Grand Cayman KY1-9000
Telephone (345) 946 – 2084 Fax (345) 946 – 2845

If you still have questions, please contact us via email here.