who are we?
Hydean Dental Practice (“we”, “us”, “our”) is the data controller for the personal information we hold about our patients, website visitors and enquirers.
Address: 1 Hyde Green S, Shephall, Stevenage SG2 9XU, United Kingdom
Telephone: 01438 351548
Email: info@hydeandental.com
ICO registration number: ZB388473
Our appointed Data Protection Officer is: Ametros Group Ltd
Lakeside Offices, Thorn Business Park, Rotherwas Industrial Estate
Hereford, Herefordshire, HR2 6JT
Telephone: 0330 223 2246
Email: dpo@ametrosgroup.com
Website: www.ametrosgroup.com
Our Information Governance Lead is Kishan Lakhani, who can be contacted using the practice details above.
Our commitment
This procedure reflects Hydean Dental Practice’s internal Complaints Handling Policy, adapted for patients.
We are committed to providing high-quality care for everyone and want our patients and their representatives to find it easy to seek advice, give feedback, or make a complaint about any aspect of our service. A complaint allows us to identify where things have gone wrong and improve. In dealing with a complaint, we will be open and transparent, acknowledge it promptly, investigate thoroughly, respond sympathetically within a reasonable timeframe, and make sure that raising a complaint never affects your ongoing care.
Who can complain
A complaint can be made by a patient of the practice, or by someone acting on a patient’s behalf, for example, a parent or guardian of a child, or a person who has consent or delegated authority to act for a patient who lacks capacity. A complaint can also be made by anyone who is, or is likely to be, affected by something we have done, not done, or decided.
How to make a complaint
Complaints can be made verbally, in person, or by phone, or in writing by letter or email:
Hydean Dental Practice
1 Hyde Green S, Shephall, Stevenage SG2 9XU
Telephone: 01438 351548
Email: info@hydeandental.com
Our Complaints Manager, Kishan Lakhani, is responsible for handling all complaints made to the practice and for overseeing this procedure. If you raise a concern with a member of the team and it cannot be resolved straight away, it will be passed to Kishan Lakhani promptly, and you will be given a copy of our complaints code of practice.
What happens next
- Acknowledgement: We will acknowledge your complaint in writing within 3 working days. This will confirm that we are investigating, explain how the investigation will be handled and who is involved, give an expected timescale, and ask how you would like to be kept informed. If we need to delay our acknowledgement, we will explain why.
- Investigation: we aim to complete our investigation and send you a report of our findings within 10 working days. If this isn’t possible, we will explain the delay and update you at least every 10 working days.
- Response: Before responding in writing, we will normally offer to meet with you to discuss what we’ve found. Our written response will address every issue you raised, include an apology where something has gone wrong, explain our conclusions and any action taken (or why no further action is needed), and set out how to take your complaint further if you remain unhappy.
- Records: we keep a full, secure record of your complaint, our investigation and our response, kept separately from your clinical records.
- Learning: we take a no-blame approach and use complaints, along with other feedback, to review and improve our systems and training.
If you are not satisfied with our response
We hope to resolve all complaints directly, but if you remain unhappy, you can take your complaint further:
For NHS treatment, you can raise your complaint with your local Integrated Care Board (ICB), who commission NHS dental services. Use the ICB locator at england.nhs.uk/contact-us/feedback-and-complaints/complaint to find current contact details for your area, or call NHS England on 0300 311 22 33. If you remain unhappy with the ICB’s response, you can ask the Parliamentary and Health Service Ombudsman to review your case (Telephone: 0345 015 4033, ombudsman.org.uk).
For private treatment: contact the Dental Complaints Service, an independent, free service for complaints about private dental care. (Telephone: 020 8253 0800. Website: dcs.gdc-uk.org).
Concerns about a dental professional’s fitness to practise: contact the General Dental Council. Address: 37 Wimpole Street, London W1G 8DQ. (Telephone: 020 7167 6000. Website: gdc-uk.org).
Concerns about how your personal data has been handled: contact the Information Commissioner’s Office — see our Privacy Policy for details.
Our commitment to you
Raising a complaint will never affect the standard of care or treatment you receive from us.
Changes to this policy
We may update this Cookie Policy from time to time to reflect changes to the cookies and tools we use. Please check back periodically. If you have any questions about our use of cookies, contact us at info@hydeandental.com or 01438 351548.
