Our Complaints Policy

Complaints

Effective handling of complaints is essential in modern business management. Whether a complaint is received in oral, written or electronic form, correct handling of the complaint is essential. This will not only enhance relations with the complainant but offer an opportunity to improve the management of the practice. The policy of this practice is to have a robust and efficient complaints procedure that is easy for patients to access, thereby allowing complaints to be dealt with effectively. This policy is in accordance with Regulation 19 of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2010. Our Standard Operating Procedures include:

1. Procedure for verbal complaints
2. Procedure for written complaints
3. Complaints audit procedure

All staff are trained to implement this policy at all times. The registered manager or practice manager is responsible for enforcing, maintaining and auditing the policy. This includes an annual review in December.

Verbal Complaints

The following information details the Practice systems and processes that comprise this standard operating procedure.

• When a patient contacts the practice regarding the above either by telephone or in person, all staff should try to achieve a resolution for the patient at that initial point of contact and document the nature of the complaint.
• When making a complaint the patient should be referred to the complaints officer or their deputy who will liaise with the patient directly.
• If the patient attends the practice in person to complain they should be asked to wait in the waiting room until the complaints officer is available. The complaints officer should speak with them in a private room and record details of the complaint on the complaints form.
• Complaints received by telephone should be transferred to the practice office phone where details of the complaint will be recorded on a complaints form.
• If a complaint cannot be dealt with directly a written acknowledgement will be sent within 3 working days detailing the complaint and the name of the complaints officer investigating the complaint..
• The complaint will then follow the process for a written complaint.

Written Complaints

The following information details the Practice systems and processes that comprise this standard operating procedure.

• If a written complaint is received or a verbal complaint cannot be resolved at the point of initial contact, a practice complaints procedure document should be forwarded to the patient, along with an acknowledgement of the complaint, within 3 working days.
• The acknowledgement should always offer the patient an opportunity for discussion in order to determine how the complaint should be handled and within what time frame.
• The complaints officer should seek to conclude their investigation within 2 working weeks. If this time-scale is not possible the patient should be informed of the likely period within which the complaint will be investigated.
• When the investigation is complete, the patient is either asked to attend a meeting to discuss the outcome or a written explanation is sent in the post.
• If resolution is achieved it should be noted in the complaints procedure form.
• Failure to reach resolution should also be noted along with any referral to dental defence organisations if appropriate.

Audit of complaints and feedback

The following information details the practice systems and processes that comprise this standard operating procedure:

• All complaint to be assessed by the complaints officer to detect trends in system failures or individual staff failures.
• De-brief of complaint by complaints officer to identify any practice process changes required or highlight any staff training needs
• Summary of complaints and findings to be provided by the complaints officer at staff meetings in order to highlight any process improvements and internal changes in work practices that are necessary. Patient confidentiality to be strictly observed with this feedback
• Feedback box is kept in reception and regularly checked and feedback acted upon by the practice manager, using the same mechanism that the complaints are dealt with above. 

Practice complaints procedures

In this practice we take complaints very seriously and try to ensure that all patients are pleased with their experience of our service. When patient 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 to complain about a service to be handled. We learn from every mistake that we make and we respond to patients concerns in a caring and sensitive way

1. The person responsible for dealing with any complain about the service we provide initially, the practice manager(Ana Kukreja). Arrangements will then be made to meet with the treating dentist if the matter is not resolved
2. If a patient complains on the telephone or at the reception desk, we will listen to his/her complaint and offer to refer him to the practice manager immediately. If the practice manager is not available at the time, then the patient will be told when he or she will be able to talk to the practice manager or the treating dentist, and arrangements will be made for this to happen. A member of reception 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 with to wait to discuss the matter, arrangements will be made for one of the partners to contact the patient.
3. If the patient  complains in writing the letter will be passed on immediately to the practice manageress
4. If a complaint is about any aspect of clinical care or associated changes it will normally be  referred to the dentist concerned, unless the patient does not want this to happen
5. We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice as soon as possible, normally within three working days. We will seek to investigate the complaint being received to give an explanation of the circumstances that led to the complaint. If the patient does not wish to meet us, then we will attempt to talk to him or her on the phone, If we are unable to investigate the complaint within twenty eight days we will notify the patient, giving reasons for the delay and a likely period within which the investigation will be complete.
6. We will confirm the decision about the complaint in writing to the patient, immediately after completing our investigation.
7. Proper and comprehensive reports are kept of any complaint received.
8. Patients can also contact the independent complaints advocacy service (ICAS) for advice and support through the complaints process
9. If the patient is not satisfied with the results of our procedure they can ask for a lay conciliator to facilitate a meeting between the complaint and the practice in order to achieve resolution.

---

Privacy Policy Notice

The policy: This privacy policy notice is for The Dentist Walsall and governs the privacy of those who use it. The purpose of this policy is to explain to you how we control, process, handle and protect your personal information while browsing or using this website, including your rights under current laws and regulations. If you do not agree to the following policy you may wish to cease viewing / using this website.

Policy key definitions:

• “I”, “our”, “us”, or “we” refer to the business .
• “You” or “the user” refers to the person(s) using this website.
• GDPR means General Data Protection Regulation.
• PECR means Privacy & Electronic Communications Regulation.
• ICO means Information Commissioner’s Office.
• Cookies mean small files stored on a user’s computer or device.

Processing of Your Personal Data

Under GDPR (General Data Protection Regulation) we control and / or process any personal information about you electronically under the following lawful basis:

• Lawful basis: Contract
• The reason we use this basis: we may use your personal data to fulfil our contractual obligations to you. For example, if you book an appointment to see us, we’ll keep your name and contact information on file so that we can see you on time or notify you if the appointment has to be cancelled.
• Data retention period: We shall continue to process your information until the contract between us ends or is terminated under any contract terms.
• Sharing your information: We do not share your information with third parties.

If, as determined by us, the lawful basis upon which we process your personal information changes, we will notify you about the change and any new lawful basis to be used, if required. We shall stop processing your personal information if the lawful basis used is no longer relevant.

Your Individual Rights

Under GDPR your rights are as follows (you can read more about your rights in detail here):

• the right to be informed;
• the right of access;
• the right to rectification;
• the right to erasure;
• the right to restrict processing;
• the right to data portability;
• the right to object; and
• the right not to be subject to automated decision-making, including profiling.

You also have the right to complain to the ICO if you feel there is a problem with the way we are handling your data.

We handle subject access requests in accordance with GDPR.

Internet Cookies

We use cookies on this website to provide you with a better user experience.
We do this by placing a small text file on your device / computer hard drive to track how you use the website; to record or log whether you have seen particular messages that we display; to keep you logged into the website, where applicable; to display relevant adverts or content; and to refer you to a third party website, where relevant.

Some cookies are required to enjoy the full functionality of this website.

We use a cookie control system, which allows you to accept the use of cookies and control which cookies are saved to your device / computer. Some cookies will be saved for specific time periods, where others may last indefinitely. Your web browser should provide you with the controls to manage and delete cookies from your device. To do this, please see your web browser options.

Data Security and Protection

We ensure the security of any personal information we hold by using secure data storage technologies and precise procedures in how we store, access and manage that information. Our methods meet GDPR compliance requirements.

Transparent Privacy Explanations

We have provided some further explanations about user privacy and the way we use this website to help promote a transparent and honest user privacy methodology.

Email Marketing Messages and Subscription

Under GDPR, we use consent as a lawful basis to send email marketing and subscription messages to anyone subscribed to our newsletter or marketing mailing list. Any email marketing messages we send are done so through an EMS, or email marketing service provider. An EMS is a third-party service provider of software / applications that allow marketers to send out email marketing campaigns to a list of users.

Email marketing messages that we send may contain tracking beacons / tracked clickable links or similar server technologies in order to track subscriber activity within email marketing messages. Where used, such marketing messages may record a range of data, such as times; dates; IP addresses; opens; clicks; forwards; and geographic and demographic data. Such data, within its limitations, will show the activity each subscriber made during that email campaign.

Any email marketing messages we send are in accordance with GDPR and the PECR. We provide you with an easy method to withdraw your consent (unsubscribe) or manage your preferences / the information we hold about you at any time.

Appointment Cancellation Policy

We understand that unplanned issues can come up and you may need to cancel an appointment. If that happens, we respectfully ask for scheduled appointments to be cancelled at least 48 hours in advance not including weekends.

The Dentist, Hygienist and Our Staff want to be available for your needs and the needs of all our patients. When a patient does not show up for a scheduled appointment, another patient loses an opportunity to be seen. Although we have always had a cancellation policy, circumstances have caused us to enforce a policy of charging for no-show appointments, and those appointments not cancelled within 48 hours. As of 1st April 2016 there will be a fee of £10.00 for every 10 minutes, if we do not receive a call to cancel an appointment. <

Thank you for being a valued patient and for your understanding and cooperation as we institute this policy. This policy will enable us to open otherwise unused appointments to better serve the needs of all patients.

Same Day bookings and cancellations

From 1st April 2021, we have started to take deposits for every patient who books online or on phone for same day emergency appointments or any other appointments on any other day, these deposits are non- refundable if a patient for any reason fails to attend. We take deposits on the phone and also via bank transfer where patients are sent a text message with bank details and a payment reference which is unique to every patient. Patients who fail to attend are not returned the deposits under any circumstance as cancelling an appointment after booking does waste the time of our whole team and when a patient does not show up for a scheduled appointment, another patient loses an opportunity to be seen

For any other treatment deposits are taken on the day of booking the treatment to ensure patients attend and if they fail to or for any other reasons can’t or don’t attend these deposits are non refundable if 48 hour notice isn’t given to us and this 48 hour notice does not include weekends.

CCTV Policy

Most practices require some form of CCTV to be installed in the waiting rooms to prevent and detect any crime that could possibly occur. However patients need to be confident that the CCTV is needed and is proportionate to the needs that they have. Due to CCTV images of patients being sensitive information the ‘Data protection act 1998’ must be abided at all times that CCTV cameras are operational.

During the registration process here at The Dentist we ask all patients prior to their consultation, to fill out a Medical History/Personal Details form. In this form it clearly states that we have CCTV in place and that patients are entitled to ask reception/the dentist to disable this if they don’t wish this to be in progress whilst they’re in treatment .

Clear and prominent signs are displayed in the areas that the CCTV is in operation in order to show the patients and staff that they are being recorded in that area.

The recorded Images are not kept for longer than absolutely needed and are removed on a regular basis. The data that we store is secure and locked away. The information can only ever be disclosed without consent in exceptional circumstances such as:

• A patient or staff member stealing something from the surgery
• A patient or staff member putting themselves or others at serious risk
• Information that can be used in a police investigation, however in this situation we aren’t at liberty to tell the police any of the information about the dental treatments or any of the details of the patient to them in order to maintain confidentiality.
• If the CCTV footage needs to be used at any point and there is any one else in the video that hasn’t given consent such as other patients or staff members they would be blurred out from the footage in order for it to be used.

Even when consent patients consent is given all CCTV footage will remain anonymous so the identity of the patient can’t be known during the footage to remain confidentiality, if the footage is ever used for training or educational purposes.

Patients are entitled to know the following information; the reason that they’re being recorded, how the footage will be/planning to be used, who will be able to see the footage, whether copies will be made and also what arrangements are in place for securely storing the footage and also how long the footage will be kept.

If a specific patient has been recorded and the data has been kept that footage would be kept on the system with the rest of their notes, so if the patient ever did decide to see their notes it is there for them to see (Data Protection Act 1998).