We welcome your feedback

We want to give every patient the best possible care and service. If you're unhappy with any part of your treatment or your experience at the practice, please tell us. Your feedback helps us understand what went wrong and how we can improve.

Making a complaint will never affect the care you receive from us.

Complaints at the practice are handled by Stephanie Rutter (Practice Manager).

How to make a complaint

You can raise a complaint with us:

  • In person, with our reception team or any member of staff

  • By phone on 0151 677 1081

  • By email at manageruptondp@gmail.com

  • In writing to Upton Dental Practice, 5 Church Road, Upton, Wirral CH49 6JY

You don't have to put your complaint in writing. You can also ask someone to complain on your behalf, although we may need your consent before we can discuss your care with them.

If you need any help making a complaint, including support with accessibility, communication or language, just let us know.

What happens next

  • We'll acknowledge your complaint within 3 working days and tell you who is handling it and how to contact them.

  • We'll discuss with you how we plan to look into it and when you can expect to hear from us.

  • We'll review the relevant records and speak to the staff involved. Where appropriate, we may also seek clinical advice, and we may contact you if we need more information.

  • If we can't finish our investigation within 10 working days, we'll explain why and keep you updated until it's resolved.

  • Where it would help, we may offer a meeting or phone call to talk things through.

  • You'll receive a written response explaining what we found, any apology where appropriate, and what we've learned or changed as a result.

Your complaint will be treated confidentially and with respect.

Concerns about your personal data

If you have a concern about how we collect, use, store or share your personal information, please raise it with us in the same way. We take these concerns seriously and handle them in line with UK GDPR and the Data Protection Act 2018.

If you're not happy with our response

We hope you'll give us the chance to put things right first. However, you always have the right to complain to an independent organisation, either instead of coming to us or if you're unhappy with the outcome of our investigation.

NHS patients

You can contact our local Integrated Care Board, NHS Cheshire and Merseyside:
Website: cheshireandmerseyside.nhs.uk/contact/complaints
Post: Patient Experience Team, No 1 Lakeside, 920 Centre Park Square, Warrington WA1 1QY

If you're unhappy with how the practice or the ICB has handled your complaint, you can contact the Parliamentary and Health Service Ombudsman:
Phone: 0345 015 4033
Website: ombudsman.org.uk

Private patients

The Dental Complaints Service handles complaints about private dental treatment:
Phone: 020 8253 0800 (Monday to Friday, 9am to 5pm)
Website: dcs.gdc-uk.org

Other organisations

General Dental Council (GDC): if your concern is about the professional conduct or fitness to practise of a dental professional, you can contact the GDC at contactus.gdc-uk.org.

Care Quality Commission (CQC): the CQC doesn't investigate individual complaints, but it welcomes feedback about care. You can share yours at cqc.org.uk/give-feedback-on-care or call 03000 616161 (Monday to Friday, 8.30am to 5.30pm, excluding bank holidays).

Upton Dental Practice

5 Church Road
Upton 
Wirral
Ch49 6JY

T 0151 677 1081
E uptondp@btconnect.com