Feedback & Complaints
We aim to satisfy the requirements of our students, as well as exceeding the expectations of our patients, through the quality of service that we provide. We are passionate about patient experience and we want every one of our patients to receive the best possible service. If you are happy with the care and treatment we have given you, we would be delighted to hear from you. Our staff and students work very hard to give the best possible, quality care to our patients.
If something has gone wrong, we will always do our best to put things right and try to stop it from happening again. It is important that you tell us if you are not happy with the care and treatment you have received. We can only put things right if you tell us what is wrong. We take all feedback seriously and will take action where appropriate.
You can view our Complaints and Concerns Policy here.
How can I leave feedback?
We use your views to improve our services. The rating you give (but not your comment) is also sent to NHS England and contributes to our national ratings, so using this method is extremely important to us. We keep the comments and pass them on to the staff and students.
There are a number of different ways of providing feedback:
- In writing to:
Derriford DEF
Plymouth Science Park
20 Research Way
Derriford
Plymouth
PL6 8BT
- Via email to pdse-info@plymouth.ac.uk
- Family and Friends survey via the iPad at reception or by clicking on the name of the site you attended below
We often hold patient focus groups to listen to the experiences of our services. If you would like to participate please contact us on pdse-info@plymouth.ac.uk
How to request information?
If you would like to request copies of your dental records or copies of your x-rays please submit your request in writing to;
Derriford DEF
Plymouth Science Park
20 Research Way
Derriford
Plymouth
PL6 8BT
Or via email to pdse-info@plymouth.ac.uk
How to resolve concerns?
If you have a concern about the treatment that you are currently receiving, please firstly speak to a member of staff providing the care. This could be either a Dental Nurse, Clinical Supervisor or a member of our Administration Team. They want to help you and will try to resolve your concerns right away. If you have already done this and you feel that your concern has not been adequately resolved informally with the staff involved and you wish to make a complaint see below details on how to do this.
How to make a complaint?
If you would like to make a complaint, please let us know as soon as possible so that we can begin to investigate. We encourage you to speak openly about your concerns, which will be treated in confidence, with courtesy and sensitivity.
You can make a complaint in writing to:
Derriford DEF
Plymouth Science Park
20 Research Way
Derriford
Plymouth
PL6 8BT
Or via email to pdse-info@plymouth.ac.uk
We can only investigate complaints made within 12 months of the event, under the Local Authority Social Services and National Health Service Complaints (England) Regulations 2009. If more time has passed, you should tell us the date on which you first realised there was something to be concerned about. If we cannot resolve your complaint immediately and an investigation is required, we will acknowledge receipt of your complaint within 3 working days and respond within 28 working days to your concerns. We will endeavour to keep you updated throughout the process.
What to do if you are not happy with your response?
If you remain dissatisfied with our response, please let us know and we will provide details of how to escalate your complaint further to the relevant organisation.
This may be: