Policies | The Dentist

Our Complaints Policy

We take complaints very seriously and try to ensure that all patients are pleased with their experience of our service. If you are unhappy with anything — from your treatment to the way you were dealt with — please tell us. Complaints are dealt with courteously and promptly so that the matter is resolved as quickly as possible, and we learn from every one.

This policy is in accordance with Regulation 16 of the Health and Social Care Act 2008 (Regulated Activities) Regulations 2014. Our practice manager, Mrs Ana Kukreja-Dhody, is responsible for handling complaints and for maintaining this policy. We review it annually.

How to make a complaint

By phone on 01922 624900, or in person at reception.
In writing, by letter to the Practice Manager, The Dentist, 341 Birmingham Road, Great Barr, Birmingham B43 7AP, or by email to info@thedentistwestmidlands.co.uk.

We will always try to resolve your concern when you first contact us. If you complain in person, we will speak with you in private. If the practice manager is not available straight away, we will arrange for you to speak with her as soon as possible.

If your complaint is about clinical care or associated charges, it will normally be referred to the dentist concerned, unless you do not want this to happen.

What happens next

Acknowledgement within 3 working days. If your complaint cannot be resolved straight away, we will acknowledge it in writing within 3 working days, enclose a copy of this procedure, tell you who is looking into it, and offer to discuss how it will be handled.
Investigation. We will investigate promptly and explain the circumstances that led to the complaint.
Full response within 20 working days. We aim to give you a full response within 20 working days. If this is not possible, we will tell you why and when you can expect a response.
Outcome. We will either invite you to a meeting to discuss the outcome or send you a written explanation, and confirm our decision in writing.

We keep a proper record of every complaint received.

How we learn from complaints and feedback

We review all complaints to identify any trends, process changes or training needs.
Summaries of complaints and what we have learned are discussed at team meetings, with patient confidentiality strictly observed.
A feedback box is kept in reception; feedback is checked regularly and acted on by the practice manager in the same way as complaints.

If you are not satisfied

If you are a private patient and you are not satisfied with our response, you can contact the Dental Complaints Service: dentalcomplaints.org.uk, telephone 020 8253 0800.
You can ask for a lay conciliator to facilitate a meeting between you and the practice.
You can also raise your concerns with our regulators, the General Dental Council (GDC) and/or the Care Quality Commission (CQC).

Privacy Policy Notice

The policy: This privacy policy notice is for The Dentist, Great Barr (www.thedentistwestmidlands.co.uk) 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, Dhodys Ltd trading as The Dentist (www.thedentistwestmidlands.co.uk).
“You” or “the user” refers to the person(s) using this website.
UK GDPR means the UK 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 keep your information for as long as required by NHS/clinical record retention guidance.
Sharing your information: We only share your information where needed for your care or payment, or where the law requires it.

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 (ico.org.uk) 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 UK GDPR 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:

Deposit Requirement: Upon booking an appointment, a deposit is required to secure your reservation. The deposit is half the treatment cost. The exact deposit amount may vary at the discretion of the manager or dentists, based on the specific treatment and circumstances.
Cancellation Timeframe: We request at least two clear working days’ notice for cancellations or rescheduling. Weekends and public holidays are not considered working days.
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.
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.
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 optimise 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, UK GDPR and the Data Protection Act 2018 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 UK GDPR and the Data Protection Act 2018.

Practice Policies