Policy Info

Complaints Policy/Procedure

In this practice we take complaints very seriously indeed
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. 

We aim to acknowledge each complaint within 2
days in person or by telephone if possible. 
We will provide a written response within 10 days of the first
communication. If a written response is required, it should include a summary
of the complaint, an explanation of events from the viewpoint of the practice,
an apology where appropriate and details of what has been done to prevent a
recurrence of the problem within the practice, if necessary.

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.

If patients are not satisfied
the result of our procedure then a complaint
may be made to: 

1.       All of your feedback is important
to us.

2.       We want to make it easy for you
to raise a concern or complain, if you need to.

3.       We follow a complaints procedure
and keep you informed.

4.       We will try to answer all your
questions and any concerns you raise.

5.       We want you to have a positive
experience of making a complaint.

6.       Your feedback helps us to improve
our service.

Simply Health
Customer Relations -Denplan Mediation Service

Hambleden House

Waterloo Court



SP10 1LQ

Email: DenplanCustomerRelations@simplyhealth.co.uk

Telephone: 0800


NHS England

PO Box 16738


B97 9PT

Email: england.contactus@nhs.net

Telephone:0300 311


The Care Quality
Commission at



Newcastle upon Tyne,


Email: enquiries@cqc.org.uk

Telephone: 03000 616161


The General Dental
Council /Dental Complaints Service

37 Wimpole Street



Email: through web
enquiry form

Telephone: 0207
167 6000


If you have any feed back positive or negative, we would be grateful to hear from you, we are

always wanting to improve your patient care. Please email info@keyworthdental.co.uk

We are a preventative orientated practice encouraging maintenance of dental health through regular attendance, routine treatment and advice

We operate an appointment only service and not a ‘drop in’ service for emergencies

Payment is required in advance of your appointment at the time of booking.

Due to the high cost of practice overheads, it is necessary for us to make a charge for all missed appointments and short notice cancellations.

We routinely ask for deposits to secure appointments. The deposit is lost if you do not attend the appointment, or you cancel with less than 24hrs notice.

For our registered patients, we offer emergency appointments within 24hrs, and out of hours emergency cover. Please call before 10.00am if you wish to be seen on the same day.

To become a registered patient, you are required to complete an initial course of treatment and attend the practice for routine examinations at least every 2 years.

If a recommended course of necessary treatment is not completed, or you do not re-attend within 2 years, you will not be entitled to registered patient benefits such as emergency appointments within 24hrs.in advance of 

Privacy Notice for Keyworth Dental practice

We are a Data Controller under the terms of the Data Protection Act 2017 and the requirements of the EU General Data Protection Regulation.

This Privacy Notice explains what Personal Data the practice holds, why we hold and process it, who we might share it with, and your rights and freedoms under the Law.

Types of Personal Data

The practice holds personal data in the following categories:

  1. Patient clinical and health data and correspondence.
  2. Staff employment data.
  3. Contractors’ data.

Why we process Personal Data (what is the “purpose”)

“Process” means we obtain, store, update and archive data.

  1. Patient data is held for the purpose of providing patients with appropriate, high quality, safe and effective dental care and treatment.
  2. Staff employment data is held in accordance with Employment, Taxation and Pensions law.
  3. Contractors’ data is held for the purpose of managing their contracts.

What is the Lawful Basis for processing Personal Data?

The Law says we must tell you this:

  1. We hold patients’ data because it is in our Legitimate Interest to do so. Without holding the data we cannot work effectively. [Also, we must hold data on NHS care and treatment as it is a Public Task required by law].
  2. We hold staff employment data because it is a Legal Obligation for us to do so.
  3. We hold contractors’ data because it is needed to Fulfil a Contract with us.

Who might we share your data with?

We can only share data if it is done securely and it is necessary to do so.

  1. Patient data may be shared with other healthcare professionals who need to be involved in your care (for example if we refer you to a specialist or need laboratory work undertaken). Patient data may also be stored for back-up purposes with our computer software suppliers who may also store it securely.
  2. Employment data will be shared with government agencies such as HMRC.
  3. Employee and contractor data will be shared with DBS for safeguarding purposes.

 Your Rights

You have the right to:

  1. Be informed about the personal data we hold and why we hold it.
  2. Access a copy of your data that we hold by contacting us directly: we will acknowledge your request and supply a response within one month or sooner.
  3. Check the information we hold about you is correct and to make corrections if not
  4. Have your data erased in certain circumstances.
  5. Transfer your data to someone else if you tell us to do so and it is safe and legal to do so.
  6. Tell us not to actively process or update your data in certain circumstances.

How long is the Personal Data stored for?

  1. We will store patient data for as long as we are providing care, treatment or recalling patients for further care. We will archive (that is, store it without further action) for as long as is required for legal purposes as recommended by the NHS or other trusted experts recommend.
  2. We must store employment data for six years after an employee has left.
  3. We must store contractors’ data for seven years after the contract is ended.

What if you are not happy or wish to raise a concern about our data processing?

You can complain in the first instance to reception at Keyworth Dental Practice. Data processing is the responsibility of Kavit Mehta and he will do his best to resolve the matter.  If this fails, you can complain to the Information Commissioner at www.ico.org.uk/concerns or by calling 0303 123 1113.

Due to the high cost of practice overheads, it is necessary for us to make a charge in full for all missed appointments or short notice cancellations. If you need to cancel an appointment, we require 24 hours notice. For cancellations of less than 24 hours, we will endeavor to fill the appointment time with another patient, but there will be a charge if this is not possible.

Keyworth dental limited is a CQC registered provider and registered in England and wales.

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