Complaints Policy for Duffield Dental Practice

Last Updated: 22/04/26
Applies to: Entire Practice Team & All Patients

1. Purpose of This Policy

Duffield Dental Practice is committed to providing safe, high-quality dental care in a supportive and respectful environment. We recognise that, from time to time, patients may wish to express concerns or dissatisfaction with aspects of the service provided.

This Complaints Policy sets out our commitment to handling all complaints:

  • Fairly
  • Promptly
  • Transparently
  • Without discrimination or judgement
  • In accordance with CQC, GDC, NHS, and UK GDPR requirements

Complaints are welcomed as an opportunity to learn, improve, and enhance patient care.

2. Scope

This policy applies to:

  • All employees, associates, and contractors
  • All patients and service users
  • Complaints raised verbally or in writing
  • Complaints relating to clinical care, communication, customer service, or administrative matters

This policy is separate from the COMPLAINTS PROCEDURE, which explains how to make a complaint and the steps we follow in responding.

3. Policy Statement

We aim to:

  • Treat all complaints seriously and with respect
  • Make the complaints process easy to access and understand
  • Respond promptly and investigate thoroughly
  • Maintain patient confidentiality at all times
  • Apologise when we fall short of expectations
  • Take corrective action where appropriate
  • Learn from complaints to enhance the quality of care and service

Patients will never be discriminated against for raising a complaint.

4. Regulatory Requirements

This policy is written in line with:

  • Care Quality Commission (CQC) Regulation 16 – Receiving and acting on complaints
  • General Dental Council (GDC) Standards for the Dental Team
  • UK GDPR & Data Protection Act 2018
  • NHS complaints regulations (if NHS care is provided)

Compliance with these standards is monitored regularly as part of our governance framework.

5. Responsibilities

5.1 Practice Owner / Registered Manager

Responsible for:

  • Overall management of the complaints system
  • Ensuring legal and regulatory compliance
  • Ensuring staff training on complaints handling
  • Reviewing complaints trends and implementing improvements

5.2 Practice Manager

Responsible for:

  • Day-to-day complaints management
  • Ensuring complaints are recorded, acknowledged, and investigated
  • Ensuring responses are timely and appropriate
  • Maintaining documentation and communication records
  • Liaising with clinicians when clinical matters are involved

5.3 All Staff Members

Responsible for:

  • Treating patients with courtesy and respect
  • Attempting to resolve minor concerns immediately where possible
  • Directing all formal complaints to the Practice Manager
  • Cooperating with investigations

No staff member should attempt to dismiss or ignore a complaint.

6. Methods for Raising a Complaint

Patients may raise concerns via:

  • Verbal complaint to any staff member
  • Written complaint (letter or email)
  • Telephone conversation
  • Third-party advocacy or authorised representative

We ensure ease of access and support for individuals who:

  • Have disabilities
  • Require alternative formats
  • Need assistance communicating

7. Recording and Monitoring Complaints

All complaints are:

  • Logged in our internal complaints register
  • Held securely in accordance with data protection regulations
  • Reviewed during practice meetings and governance audits

Records include:

  • Date received
  • Nature of complaint
  • Staff involved
  • Actions taken
  • Outcome and learning points

This data helps us identify trends and areas for service improvement.

8. Learning and Continuous Improvement

We use complaints to:

  • Identify recurring issues
  • Improve communication and patient experience
  • Review clinical protocols where appropriate
  • Update training for staff
  • Strengthen systems and processes

Lessons learned are shared with the team in a constructive and supportive manner.

9. Confidentiality

All complaints are handled with strict confidentiality.
Information is shared only with:

  • Staff directly involved
  • Practice management
  • Regulatory bodies (where required)

We comply fully with UK GDPR when recording and storing complaints.

10. Retention of Complaint Records

Complaint records are retained for a minimum of 2 years from the date the complaint is closed.
Where clinical matters are involved, records may be linked to the patient’s clinical notes as required.

Records are stored securely and destroyed in accordance with our Data Retention Policy.

11. Escalation

If a patient is dissatisfied with the outcome of their complaint, they may escalate it to:

Dental Complaints Service (for private dental care)

Website: www.dentalcomplaints.org.uk
Tel: 020 8253 0800

Care Quality Commission (CQC)

To report concerns about standards of care
Website: www.cqc.org.uk

General Dental Council (GDC)

For concerns about professional conduct
Website: www.gdc-uk.org

NHS England (If NHS treatment is provided)

Email: england.contactus@nhs.net
Website: www.england.nhs.uk/contact-us/complaint

12. Policy Review

This policy is reviewed:

  • Annually
  • When regulations change
  • Following significant complaints
  • As part of regular governance audits

13. Contact for Complaints

Practice Manager
Duffield Dental Practice
59 King Street, Duffield, Belper,DE56 4EU
Email: info@duffielddentist.co.uk
Tel: 01332 840780