In this practice, we take complaints seriously and we aim to ensure that all of our patients are pleased with their experience of our service. When patients express their concerns, they are dealt with courteously and promptly so that the matter is resolved as quickly as possible. This policy is based on the following objectives.
In responding to a complaint we aim to treat you the way we would like to be treated if we were in your position.
We aim to respond to a complaint effectively and ensure that we take the opportunity to learn and improve our service.
The people responsible for dealing with any complaint about the service we provide is our complaints team – Practice manager, Jennifer Sutcliffe and Co-admin lead, Grace Barratt.
If a patient makes a verbal complaint, we will listen to and offer to refer him or her to the complaints team without delay. If the complaints team are not available at the time then the patient will be advised when they will be to talk to the dentist and arrangements will be made for this to happen. The member of staff will take brief details of the complaint and pass them on.
If the patient complains in writing the letter or email will be passed to the complaints team without delay.
If a complaint is about an aspect of clinical care it will normally be referred to the dentist.
We will acknowledge the patient’s complaint in writing and enclose a copy of this complaints policy as soon as possible, normally within 3 working days.
We will seek to investigate the complaint and respond within 25 working days of receipt. If we are unable to investigate the complaint within this time we will notify the patient, giving reasons for the delay and a likely period within which the investigation will be completed.
We will confirm the decision about the complaint as soon as possible after completing our investigation.
Comprehensive information and records are kept of all complaints received.
Reviewed Jan 2023
DATA PRIVACY NOTICE
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.
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 us -our Data Protection Officer, who is Elaine Pickup and we will do our 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.