Quay Dental Practice

Privacy Policy

Complaints Policy and Procedures and Code of Practice for patients who wish to raise concerns

Complaints Policy

At the Quay Dental Practice, we want to ensure that all our patients are pleased with their experience of our service.  We take complaints very seriously indeed.  If a patient makes a complaint, we will deal with the matter courteously and promptly so that it is resolved as quickly as possible.  Our complaints policy and procedures are based on these objectives.

We display the General Dental Council’s 6 core principles for ensuring that we get the most from patient feedback and complaints for the benefit of all on the patient notice display in the reception waiting area.

At the Quay Dental Practice, we have an effective complaints system in place to ensure that identifying, receiving, recording, handling and responding to any comments, observations, concerns or complaints occurs within a strict timetable that is clearly documented.  Our Code of Practice for patients who wish to raise concerns is displayed on the patient notice display in the reception waiting area and all patients and visitors should feel confident that they will be listened to and responded to without fear of discrimination or recrimination.  Our Complaints Policy and Procedures are displayed on the patient notice display in the reception waiting area.

We aim to ensure that any complainant is treated sensitively and in a manner that respects their human rights and diversity.

We recognise that a complaint is any expression of dissatisfaction with our service, treatment or advice and that a complaint can be made by a variety of methods, including verbally, by sign language or in writing.

In situations where a patient may lack confidence to express their views, or require help to do so, they will be supported by helpful team members.  All patients’ complaints are fully documented and investigated and are dealt with fairly.

At the Quay Dental Practice we view complaints as an opportunity to improve our service delivery and to learn lessons that will help us make changes with the intention of avoiding a repetition of any similar complaint.

To help us learn lessons from complaints, we track and analyse all our complaints to identify trends that will help us improve our service.

Our complaints procedures are monitored and reviewed regularly and the named contact who is accountable for doing this is Faye Bliman.

This Policy was implemented on 18/11/2019

This policy and relevant procedures will be reviewed annually and are due for review on 17/11/2020 or prior to this date in accordance with new guidance or legislative changes or as a result of learnings following a complaint.

Cookies Policy

About cookies

1.1    A cookie is a file containing an identifier (a string of letters and numbers) that is sent by a web server to a web browser and is stored by the browser. The identifier is then sent back to the server each time the browser requests a page from the server.

1.2    Cookies may be either "persistent" cookies or "session" cookies: a persistent cookie will be stored by a web browser and will remain valid until its set expiry date, unless deleted by the user before the expiry date; a session cookie, on the other hand, will expire at the end of the user session, when the web browser is closed.

1.3    Cookies do not typically contain any information that personally identifies a user, but personal information that we store about you may be linked to the information stored in and obtained from cookies.

Cookies used by our service providers

2.1    Our service providers use cookies and those cookies may be stored on your computer when you visit our website.

2.2    We use Google Analytics to analyse the use of our website. Google Analytics gathers information about website use by means of cookies. The information gathered relating to our website is used to create reports about the use of our website. Google's privacy policy is available at: https://www.google.com/policies/privacy/.

Managing cookies

3.1    Most browsers allow you to refuse to accept cookies and to delete cookies. The methods for doing so vary from browser to browser, and from version to version. You can however obtain up-to-date information about blocking and deleting cookies via these links:
(a)    https://support.google.com/chrome/answer/95647?hl=en (Chrome);
(b)    https://support.mozilla.org/en-US/kb/enable-and-disable-cookies-website-preferences (Firefox);
(c)     http://www.opera.com/help/tutorials/security/cookies/ (Opera);
(d)    https://support.microsoft.com/en-gb/help/17442/windows-internet-explorer-delete-manage-cookies (Internet Explorer);
(e)    https://support.apple.com/kb/PH21411 (Safari); and
(f)     https://privacy.microsoft.com/en-us/windows-10-microsoft-edge-and-privacy (Edge).

3.2    Blocking all cookies will have a negative impact upon the usability of many websites.

3.3    If you block cookies, you may not be able to use all the features on our website.

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