Policy Info

In this practice we take complaints very seriously and try to ensure that all our patients are pleased with their experience of our service.


If you have a complaint, it will be handled courteously and promptly so that the matter is resolved as quickly as possible.

 

Our aim is to react to complaints in a way in which we would wish our own 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.

 

The person responsible for dealing with any complaint about the service which we provide is Amar Patel.


A member of staff can take brief details of any complaint and pass it on to him.


Any letter of complaint should be addressed to The Practice Manager at the practice address.

 

We aim to acknowledge each complaint within 2 days either in person or by telephone if possible. We will aim to respond in writing with a decision about the complaint within 14 days of the first communication. If for some reason this is not possible, we will inform you.

 

Our response will include 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.

 

Proper and comprehensive records are kept of any complaint received.

 

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

Denplan Complaints Handling and Risk Management Department
Telephone: 0800 169 7220 – for complaints about treatment under Denplan

The Dental Complaints Service,
The Lansdowne Building, 2 Lansdowne Road, Croydon, Greater London CR9 2ER – for complaints about private treatment
Telephone: 08456 120 540

The Parliamentary and Health Ombudsman (PHSO),
Telephone 0345 015 4033 for complaints about treatment under the NHS

The General Dental Council,
37 Wimpole Street, London, W1M 8DQ – the dentists’ regulatory body for complaints about professional misconduct
Telephone: 0845 222 4141

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 at each appointment for any treatment or advice which has been provided at that visit.

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.

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 Mr Roberts 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.

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