The General Dental Council (GDC) is the regulatory body of the dental profession in the United Kingdom. Their address is 37 Wimpole Street, London, W1G 8DQ and their telephone number is 020 7887 3800. Our dentists and staff adhere to the rules governing the profession by the GDC as set out in their publication “Standards for Dental Professionals”. You can find out more about the GDC on their website www.gdc-uk.org.
Our dental clinics fully comply with the Data Protection Act 2017. We are registered with the Information Commissioner’s Office, registration number Z658154x. Our data controller for our dental clinics is Claire O’Sullivan. Our policy document can be downloaded here. To download the ICO guide to data protection please click here.
Our practice adheres to the standards for patient confidentiality as set out by our regulatory body the General Dental Council. You can see details of this by downloading their guide “Principles of Patient Confidentiality”.
Complaints Policy – Information for Patients
If you have a complaint or concern about the service you have received from the dentists or any of the staff working at Confident Dental Care & Implants Centre, please let us know.
We operate a practice complaints procedure. Our complaint system adheres to national criteria.
How to Complain
We hope that most problems can be sorted out easily and quickly, at the time they arise and with the person concerned. If your problem cannot be sorted in this way and you wish to make a complaint, we would like you to let us know as soon as possible –ideally, within a matter of days or at most a few weeks –because this will enable us to establish what happened most easily. If it is not possible to do that, please let us have details of your complaint:
• within 6 months of the incident that caused the problem; or
• within 6 months of discovering that you have a problem, provided this is within 12 months of the incident.
Complaints about the treatment you received should be made to the dentist who normally sees you. Alternatively, you may ask for a discussion appointment with the Practice Manager or Senior Nurse in order to discuss your concerns. They will explain the complaints procedure to you and will ensure that your concerns are dealt with promptly. It will help if you are as clear as possible about your complaint.
What We Shall Do
We shall acknowledge your complaint within 2 working days and aim to have looked into your complaint within 10 working days of the date when you raised it with us. We shall then be in a position to give you an explanation, or offer a meeting with those involved.
In investigating your complaint, we shall aim to:
• find out what happened and what went wrong
• enable you to discuss the problem with those concerned, if you would like this;
• ensure you receive an apology, where this is appropriate;
• identify what we can do to make sure the problem does not happen again.
Complaining on Behalf of Someone Else
Please note that we keep strictly to the rules of confidentiality. If you are complaining on behalf of someone else, we have to know that you have the permission to do so. A note signed by the person concerned will be needed, unless that are incapable of providing this because of physical or mental illness or are a child under 16 years.
Complaining to Dental Complaints Service
We hope that, if you have a problem, you will make use of our practice complaints procedure. We believe this will provide the best chance of putting right whatever has gone wrong and an opportunity to improve our practice. However this does not affect your right to complain to the Dental Complaints Service, if you feel you cannot raise your complaint with us or you are dissatisfied with the result of our investigation. If you wish further advice you should contact:
• Dental Complaints Service
2 Cherry Orchard Road
Tel. 08456 120 540
You may also like to contact the General Dental Council for more advice
• General Dental Council
37 Wimpole Street
Tel. 020 7887 3800
For those patients registered with this practice with Denplan can contact Denplan by telephone for advice:
Denplan: Tel. 0800 169 7220
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