We aim to provide a high standard of care and service to all our patients, and this includes responding to patient complaints. We manage patient complaints promptly and courteously, aiming to resolve the matter as quickly as possible.
If you wish to make a complaint by telephone, please contact the practice on 01159 823 913 during working hours. If you speak to a member of staff at the reception desk by telephone or in person, we will listen carefully to your concerns and try to resolve the matter immediately. If this is not possible, your concerns will be passed on to the Practice Manager, Lauren Bennett, who will contact you to discuss your complaint within 3 working days. If the Practice Manager is unavailable in this timeframe, you will be contacted by another senior member of staff. If a complaint is about any aspect of clinical care or associated charges, it will normally be referred to the dentist, unless the patient does not want this to happen.
If you wish to make a complaint in writing, please address this to: The Practice Manager, The Campbell Clinic, Edwalton Business Park, Landmere Lane, Edwalton. NG12 4JL. An initial written response to your concerns will be sent within three days of its receipt, along with a copy of our Handling Patient Complaints policy. Your complaint will be investigated within ten working days of receipt, in order for us to understand the circumstances which led to your complaint. We will then contact you to arrange a meeting to discuss our findings, either in person or by telephone. If we cannot investigate your complaint within ten working days, we will contact you to explain why and update you frequently on our progress.
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Click here to read our Accessibility Statement. This includes more information on parking, entrance, reception, surgeries, doors and toilets.
This accessibility statement is reviewed annually. Please contact us with any further questions regarding access or additional support at reception@campbell-clinic.co.uk or 01159 823 913.
You have the ‘right of access’ to any personal data which has been collected during your treatment at the Campbell Clinic. We commit to enabling you to exercise that right easily in order to be aware of, and verify, the lawfulness of the processing of your data.
This includes your right to have access to any data concerning your health and dental records; information such as diagnoses, examination results, and assessments, alongside any treatment or interventions provided. We commit to being transparent with regard to the purposes and ways in which your personal data is processed, and by whom.
To access your data, you simply need to make what under the UK data protection act is called a Subject Access Request (SAR). These can take any form, verbal or in writing, and we will process them within 30 days from receipt of your request. We will take steps to verify your identity, and we may pause the time limit for responding if further clarification is needed.
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