In this practice we take complaints very seriously 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 patients’ concerns in a caring and sensitive way.

  • The person responsible for dealing with any complaint about the service which we provide is Dr. Su Rai, the practice Complaints Manager.
  • If a patient complains by telephone or in person, we will listen to their complaint and offer to refer him or her to the Complaints Manager immediately. If the Complaints Manager is not available at the time, then the patient will be told when they will be able to talk to the Complaints Manager and arrangements will be made for this to happen. The member of staff will make a written record of your complaint and provide the patient with a copy as well as passing it on to the Complaints Manager. 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.
  • If the patient complains in writing or by email it will be passed on immediately to the Complaints 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 and enclose a copy of this code of practice as soon as possible, normally within 3 working days. We will offer to discuss the complaint at a time agreed with the patient, asking how the patient would like to be kept informed of developments, for example, by telephone, face to face meetings, letters or e-mail. We will inform the patient about how the complaint will be handled and the likely time that the investigation will take to be completed. If the patient does not wish to discuss the complaint, we will still inform them of the expected timescale for completing the process.
  • We will seek to investigate the complaint speedily and efficiently and we will keep the patient regularly informed, as far as reasonably practicable, as to the progress of the investigation. Investigations will normally be completed within 6 months.
  • When we have completed our investigation, we will provide the patient with a full written report. The report will include an explanation of how the complaint has been considered, the conclusions reached in respect of each specific part of the complaint, details of any necessary remedial action and whether the practice is satisfied with any action it has already taken or will be taking as a result of the complaint.
  • Proper and comprehensive records are kept of any complaint received as well as any actions taken to improve services as a consequence of a complaint.
  • If patients are not satisfied with the result of our procedure then a complaint

The Parliamentary and Health Service Ombudsman
Millbank Tower, Millbank, London, SW1P 4QP
www.ombudsman.org.uk Tel: 0345 015 4033

The Dental Complaints Service
Stephenson House, 2 Cherry Orchard Road, Croydon, CR0 6BA
www.dentalcomplaints.org.uk Tel: 0845 612 0540

The General Dental Council
37 Wimpole Street, London, W1G 8DQ
www.gdc-uk.org

ANTI SPAM POLICY – UK & EUROPE
We will use your email address for business communications.

We will not send out promotions unless you have previously opted to receive them, or there is a prior relationship, for example, you have previously registered with us or made an enquiry and supplied your email details. Our responses to you will always permit you to unsubscribe at any time, although the process may take up to 7 days.

We use the Cleanport off-network anti-virus/anti-spam software to reduce the chances that our systems may be compromised. This may mean that your email may on occasion be inadvertently quarantined. You will not receive confirmation of this. The quarantine report is checked daily for mails that may not be spam however this may cause some delay to your communication with us.

If you believe you have received unsolicited information, can you please confirm you have not previously registered, or that you do not already have an existing relationship with us. Next, please write to admin@senovadental.com or call 01923 233600 and we will investigate fully.

ANTI SPAM POLICY – UNITED STATES

With your prior agreement, we will use your email address for business communications.

We will not send out promotions unless you have previously opted to receive them, for example, you have previously registered with us and indicated at that time you are willing to receive information. Our responses to you will always permit you to unsubscribe at any time, although the process may take up to 7 days.

We use the Cleanport off-network anti-virus/anti-spam software to reduce the chances that our systems may be compromised. This may mean that your email may on occasion be inadvertently quarantined. You will not receive confirmation of this. The quarantine report is checked daily for mails that may not be spam however this may cause some delay to your communication with us.

If you believe you have received unsolicited information, can you please confirm you have not previously registered, or that you do not already have an existing relationship with us. Next, please write to admin@senovadental.com or call 01932 589 888 and we will investigate fully.

This privacy policy sets out how Soliton Ltd T/A Senova Dental Studios uses and protects any information that you give Soliton Ltd T/A Senova Dental Studios when you use this website.

Soliton Ltd t/a Senova Dental Studios is committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website, then you can be assured that it will only be used in accordance with this privacy statement.

We may change this policy from time to time by updating this page. You should check this page from time to time to ensure that you are happy with any changes. This policy is effective from 25.5.12.

WHAT WE COLLECT

Using the email subscription forms we may collect the following information:

  • name
  • contact information including email address
  • demographic information such as postcode, preferences and interests
  • other information relevant to customer surveys and/or offers

WHAT WE DO WITH THE INFORMATION WE GATHER

We require this information to understand your needs and provide you with a better service, and in particular for the following reasons:

  • Internal record keeping
  • We may use the information to improve our products and services.
  • We may periodically send promotional emails about new products, special offers or other information which we think you may find interesting using the email address which you have provided.
  • From time to time, we may also use your information to contact you for market research purposes. We may contact you by email, phone, fax or mail. We may use the information to customise the website according to your interests.

SECURITY

We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure,we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.

HOW WE USE COOKIES

A cookie is a small file which asks permission to be placed on your computer’s hard drive. Once you agree, the file is added and the cookie helps analyse web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences.

We use traffic log cookies to identify which pages are being used. This helps us analyse data about web page traffic and improve our website in order to tailor it to customer needs. We only use this information for statistical analysis purposes and then the data is removed from the system.

Overall, cookies help us provide you with a better website, by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us.

You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website.

LINKS TO OTHER WEBSITES

Our website may contain links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over that other website.

Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.

CONTROLLING YOUR PERSONAL INFORMATION

You may choose to restrict the collection or use of your personal information in the following ways:

If you have previously agreed to us using your personal information for direct marketing purposes, you may change your mind at any time by clicking the unsubscribe link at the end of any email sent.

We will not sell, distribute or lease your personal information to third parties unless required by law to do so. We may use your personal information to send you promotional information about third parties which we think you may find interesting.

You may request details of personal information which we hold about you under the Data Protection Act. A small fee may be payable. If you would like a copy of the information held on you please email info@abcdentaksurgery.co.uk

If you believe that any information we are holding on you is incorrect or incomplete, please email us as soon as possible, at the above address. We will promptly correct any information found to be incorrect.

At ABC Dental Surgery we understand that appointments may have to be cancelled or rescheduled.

If a dentist or hygienist needs to cancel a patient’s appointment, we will make sure that we give the patient as much notice as possible and we will contact them by telephone or letter to reschedule the appointment.

If circumstances have changed after an appointment has been booked and the patient is unable to attend, please be aware, that unless we are given adequate notice of the patients wish to reschedule, we will need to charge a cancellation fee. We require any such notice a clear 2 working days before the day of the appointment.

We do allow one short notice cancellation (less than 2 days), however should a short notice cancellation happen again, we may require a payment in advance for the appointment or a cancellation fee may be incurred.

Appointments may not be rescheduled if this fee is not paid. It is down to the providers to charge or ask for a fee in advance, for all appointments that patients have cancelled at short notice or have failed to attend. If we manage to fill the required time, a letter will be sent to the patient advising them of the fee being waived.

If you have any queries with regards to this policy please ask the reception team or your provider (dentist/hygienist) for more information.