Practice Policies
How we protect your data and handle complaints.
This practice collects and stores information and is therefore legally obliged to ensure that all personal data is protected. The practice is registered under the Data Protection Laws with the Information Commissioner, and there are significant penalties for breaches of the Data Protection Act 2018 and UK GDPR.
It is important that every team member understands how and why we use such data and how it must be stored and handled securely. We only hold information that is relevant, and only for as long as it is needed. Our data protection code of practice provides the required procedures to ensure that we comply with the Data Protection Act 2018 and UK GDPR. It is a condition of engagement that everyone at the practice complies with the code of practice.
For full details of how we handle your personal information, please see our Privacy Notice.
Because we want to ensure that all our patients are pleased with their experience of our service, we take complaints very seriously. If a patient makes a complaint, we will deal with the matter courteously and promptly so that it is resolved as quickly as possible.
This practice has an effective complaints system in place to ensure that identifying, receiving, recording, handling and responding to any comments, observations or complaints occurs within a strict, clearly documented timetable. Any complainant can be assured that they will be treated in a manner respecting their human rights and diversity, and that a complaint can be made verbally, by sign language or in writing. Where a patient lacks confidence or requires help, they will be supported by our staff.
Complaints are handled by Dr Melt Hanekom, our named person responsible for complaints. We will acknowledge a complaint in writing, normally within 3 working days, and aim to investigate and respond within 10 working days.
If you are not satisfied with our response, you may contact the Dental Complaints Service, the independent service funded by the General Dental Council, on 020 8253 0800 (Monday to Friday, 9am to 5pm), at dcs.gdc-uk.org, or by writing to Dental Complaints Service, Fifty Paddington, 50 Eastbourne Terrace, London W2 6LG.
You may contact NHS Somerset Integrated Care Board, Wynford House, Lufton Way, Yeovil BA22 8HR, telephone 08000 851067. If you remain dissatisfied you may take your complaint to the Parliamentary and Health Service Ombudsman.
You may also contact the Care Quality Commission, Citygate, Gallowgate, Newcastle upon Tyne NE1 4PA, telephone 03000 616161, or the General Dental Council at gdc-uk.org.
Call the practice or send us a message and we will be in touch to arrange your visit.
