Practice policies

Complaints Procedure

In this practice we take complaints very seriously indeed and try to ensure that all our 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. This procedure is based on these objectives.

Our aim is to react to complaints in the way in which we would want our complaint about a service to be handled. We learn from every mistake that we make and we respond to customers' concerns in a caring and sensitive way.

1. The person responsible for dealing with any complaint about the service which we provide is Victoria Jones

2. If a patient complains on the telephone or at the reception desk, we will listen to their complaint and offer to refer him or her to Victoria Jones immediately. If Victoria Jones is not available at the time, then the patient will be told when they will be able to talk to her 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 we cannot arrange this within a reasonable period or if the patient does not wish to wait to discuss the matter, arrangements will be made for someone else to deal with it.

3. If the patient complains in writing the letter will be passed on immediately to Victoria Jones.

4. If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the dentist, 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 within ten working days of receipt to give an explanation of the circumstances which led to the complaint. If the patient does not wish to meet us, then we will attempt to talk to them on the telephone. If we are unable to investigate the complaint within ten working days we will notify the patient, giving reasons for the delay and a likely period within which the investigation will be completed.

6. We will confirm the decision about the complaint in writing immediately after completing our investigation.

7. Proper and comprehensive records are kept of any complaint received.

8. If patients are not satisfied with the result of our procedure then a complaint may be made to:

For complaints about private treatment:
The Dental Complaints Service (08456 120 540)

The General Dental Council, (The Dentist registration body)
37 Wimpole Street,
London, W1M 8DQ

For complaints about NHS treatment:
NHS England
PO Box 16738
Redditch B97 9PT
Tel: 0300 311 2233
The Care Quality Commission at
Citygate,
Gallowgate,
Newcastle upon Tyne, NE14PA

Privacy Notice

The practice aims to meet the requirements of the Data Protection Act 2018, the General Data Protection Regulation (GDPR], the guidelines on the Information Commissioner's website as well as our professional guidelines and requirements.

The data controller is Christopher Ainsworth  and Bethany Mallett the Data Protection Officer.

This Privacy Notice is available on the practice website at mayfielddental.co.uk / at reception/ by email if you contact info@mayfielddental.co.uk/ by calling 1942 877130.

You will be asked to provide personal information when joining the practice. The purpose of us processing this data is to provide optimum health care to you.

The categories of data we process are:

Personal data for the purposes of staff and self-employed team member management
Personal data for the purposes of [direct mail/email/text/other] marketing
Special category data including health records for the purposes of the delivery of health care
Special category data including health records and details of criminal record checks for managing employees and contracted team members

We never pass your personal details to a third party unless we have a contract for them to process data on our behalf and will otherwise keep it confidential. If we intend to refer a patient to another practitioner or to secondary care such as a hospital we will gain the individual's permission before the referral is made and the personal data is shared.

Personal data is stored in the [EU] whether in digital or hard copy format

Personal data is stored in the US in digital format when the data storage company is certified with the EU-US Privacy Shield

Personal data is obtained when a patient joins the practice, when a patient is referred to the practice and when a patient subscribes to an email list.

The lawful basis for processing special category data such as patients' and employees' health data is:

Processing is necessary for the purposes of preventative or occupational medicine, for assessing the working capacity of the employee, medical diagnosis, the provision of health or social care or treatment or management of health or social care systems and services on the basis of Union or Member State law or a contract with a health professional

The lawful basis of processing personal data such as name, address, email or phone number is:

Consent of the data subject
Processing is necessary for the performance of a contract with the data subject or to take steps to enter into a contract

The retention period for special data in patient records is a minimum of 10 years and may be longer for complex records in order to meet our legal requirements. The retention period for staff records is 6 years. The retention periods for other personal data is 2 years after it was last processed. Details of other retention periods are available in the Record Retention procedure available from the practice.





You have the following personal data rights:

The right to be informed
The right of access
The right to rectification
The right to erasure (clinical records must be retained for a certain time period)
The right to restrict processing
The right to data portability
The right to object

Further details of these rights can be seen in our Information Governance Procedures  or at the Information Commissioner's website. Here are some practical examples of your rights:

If you are a patient of the practice you have the right to withdraw consent for important notifications, newsletters, surveys or marketing. You can inform us to correct errors in your personal details or withdraw consent from communication methods such as telephone, email or text. You have the right to obtain a free copy of your patient records within one month.

If you are not a patient of the practice you have the right to withdraw consent for processing personal data, to have a free copy of it within one month, to correct errors in it or to ask us to delete it. You can also withdraw consent from communication methods such as telephone, email or text.

We have carried out a Privacy Impact Assessment  and you can request a copy from the details below. The details of how we ensure security of personal data is in our Security Risk Assessment  and Information Governance Procedures.

Comments, suggestions and complaints
Please contact Christopher Ainsworth. We take complaints very seriously.

If you are unhappy with our response or if you need any advice you should contact the Information Commissioner's Office (ICO). Their telephone number is 0303 123 1113, you can also chat online with an advisor. The ICO can investigate your claim and take action against anyone who's misused personal data. You can also visit their website for information on how to make a data protection complaint.

Related practice procedures
You can also use these contact details to request copies of the following practice policies or procedures:

Data Protection and Information Security Policy, Consent Policy
Privacy Impact Assessment, Information Governance Procedures