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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:

  • Procedure for verbal complaints
  • Procedure for written complaints
  • Complaints audit procedure

All staff are trained to implement this policy at all times. The registered manager or practice manager (Mrs Ana Kaur Kukreja) is responsible for enforcing, maintaining and auditing the policy. We review this policy annually.

Verbal Complaints

  • When a patient contacts the practice 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

  • 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 3–4 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 defense organizations if appropriate.

Audit of Complaints and Feedback

  • All complaints are assessed by the complaints officer to detect trends in system failures or individual staff failures.
  • Debrief 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 at staff meetings to highlight any process improvements and internal changes in work practices that are necessary. Patient confidentiality to be strictly observed with this feedback.
  • The feedback box is kept in reception and regularly checked and feedback acted upon by the practice manager, using the same mechanism that 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 patients complain, they are dealt with courteously and promptly so that the matter is resolved as quickly as possible.

  • 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.
  • The person responsible for dealing with any complaint about the service we provide initially is the practice manager (Ana Kukreja). Arrangements will then be made to meet with the treating dentist if the matter is not resolved.
  • If a patient complains on the telephone or at the reception desk, we will listen to their complaint and offer to refer them to the practice manager immediately. If the practice manager is not available, arrangements will be made for the patient to speak as soon as possible.
  • If the patient complains in writing, the letter will be passed on immediately to the practice manager.
  • If a complaint is about any aspect of clinical care or associated charges, it will normally be referred to the dentist concerned, unless the patient does not want this to happen.
  • We will acknowledge the patient’s complaint in writing within three working days and enclose a copy of this code of practice. We will seek to investigate the complaint promptly to give an explanation of the circumstances that led to the complaint. If we are unable to investigate the complaint within 28 days we will notify the patient, giving reasons for the delay and a likely completion date.
  • We will confirm the decision about the complaint in writing to the patient, immediately after completing our investigation.
  • Proper and comprehensive reports are kept of any complaint received.
  • Patients can also contact the Independent Complaints Advocacy Service (ICAS) for advice and support.
  • 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 complainant and the practice. Failing this, they can report the complaint to our regulators, the GDC and/or the CQC.



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

  • Lawful basis: Contract
  • Reason: 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 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.

Your Individual Rights

  • 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.

Internet Cookies

  • We use cookies to provide a better user experience and record browsing activity.
  • Some cookies are required for full website functionality.
  • We use a cookie control system that allows you to accept, reject, or manage cookies saved on your device.

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.

Email Marketing and Subscription

  • We do not send marketing emails.



Appointment Cancellation Policy

We strive to provide exceptional care and service to all our patients. We understand that circumstances may arise which require the cancellation or rescheduling of appointments. To ensure efficient scheduling and accommodate the needs of all our patients, we have implemented the following cancellation policy:

  1. Deposit Requirement: Upon booking an appointment, a deposit is required to secure your reservation. The deposit amount will be approximately half the expected treatment cost. The exact deposit amount may vary at the discretion of the manager or dentists, based on the specific treatment and circumstances.
  2. Cancellation Timeframe: We request at least two clear working days’ notice for cancellations or rescheduling. Weekends and public holidays are not considered working days.
  3. Deposit Forfeiture: Failure to provide sufficient notice will result in the forfeiture of your deposit. The deposit serves as compensation for the reserved appointment time.
  4. Cancellation Process: To cancel or reschedule, contact us at least two clear working days before your appointment by phone on 01922 624900 or email info@thedentistwestmidlands.co.uk.
  5. Exceptions: Emergencies and unforeseen circumstances will be considered at the discretion of the manager or dentists.

We appreciate your understanding and cooperation in adhering to our cancellation policy. By ensuring timely cancellations or rescheduling, we can optimize our appointment availability and provide quality care to all our patients. Should you have any questions or require further clarification, please do not hesitate to contact us.

Thank you for choosing us.



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 by at all times that CCTV cameras are operational.

  • During registration, patients are informed via the Medical History/Personal Details form that CCTV is in place.
  • Patients may request that CCTV be disabled during their treatment if they wish.
  • Clear and prominent signs are displayed in all areas under CCTV surveillance.
  • Images are not kept longer than necessary and are securely deleted regularly.

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 (without breaching patient confidentiality).
  • If footage is used and contains others who have not consented, they will be blurred out before use.

All CCTV footage remains anonymous, even when consent is given, to maintain confidentiality if used for training or educational purposes.

Patients are entitled to know:

  • The reason for recording.
  • How the footage will be used.
  • Who can access it.
  • Whether copies will be made.
  • How securely it will be stored and for how long.

If specific footage relating to a patient is kept, it will be stored with their notes and can be viewed on request under the Data Protection Act 1998.

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