POLICIES

Practice information and Security Policy

This Dental Practice is committed to ensuring the security of personal data held by the practice. This objective is achieved by every member of the practice team complying with this policy. All staff employment contracts contain a confidentiality clause. Access to personal data is on a “need to know” basis only.

Information held on computer

Appropriate software controls are used to protect computerised records, for example the use of passwords and encryption ; access is granted on a need to know basis only. Hardware maintenance and software updates   ensure efficient and smooth operation. Backup of all information is performed regularly.

Confidentiality policy

We take the need to preserve patient confidentiality of personal information very seriously. This document sets out our policy for maintaining confidentiality and all members of the practice team must comply with these safeguards as part of their contract of employment with this practice.

The relationship between dentist and patient is based on the understanding that any information revealed by the patient to the dentist will not be divulged without the patient’s consent. Patients have the right to privacy and it is vital that they give the dentist full information on their state of health to ensure that treatment is carried out safely. If you have any concerns please contact the Practice Administrator or Clinical Lead on admin@confidentalcare.co.uk or write to us at the Practice address on the Home page.

Failed appointments and late cancellations

If you wish to cancel/reschedule an appointment please phone or email  the practice giving at least one working day’s notice ( 24hrs) notice . The practice reserves the right to refuse further treatment for patients who have failed to attend an appointment or have cancelled the appointment without the appropriate notice on more than one occasion ; missed appointments waste surgery time because other patients are denied access to our services.

It is Practice policy to apply a failure fee for the above ‘lost’ clinical time ; the fee depends on the type and length of procedure booked. Your help is requested to allow us to deliver a prompt and efficient service to you.

Complaints

At ConfiDental Care we like to handle complaints/feedback in a  constructive way. We try to ensure that we meet our patients’  expectations and that they are pleased with their dental experience.

If you have any concerns please contact us , our aim is to deal with unforeseen problems in a courteous, prompt, and professional  manner.

Patients can express any concern they have to us in writing

  1. to our Practice Administrator at our Practice address
  2. email : admin@confidentalcare.co.uk
  3. request a meeting with either the Practice administrator and/or dentist to discuss the matter.

Our aim is to provide a professional and patient-focused service.

Our policy is to acknowledge the patient’s complaint in writing, normally within three working days. We hope to resolve any complaints within ten working days. If we are unable to resolve the complaint within ten working days we will notify the patient, giving reasons for the delay and a likely period within which the investigation will be completed.  Our aim is to react to patient’s concerns in a caring and sensitive way.

If patients are not satisfied with our efforts then a complaint may be made to:

Private Treatment

If you wish to make a complaint about private dental services, contact the Dental Complaints Service on Telephone: 08456 120 540 Email: info@dentalcomplaints.org.uk

This service is funded by the General Dental Council, which sets out standards of conduct for and regulates all dental professionals in the UK.

*All can be done in confidence.

NHS Treatment

If you wish to make a complaint about NHS dental services, contact the Patient advice and liaison service (PALS) on 020 7206 3200 (pals@sath.nhs.uk). PALS works alongside the NHS.

The Healthcare Commission, Finsbury Tower, 103-105 Bunhill  Row, London EC1Y 8TG (www.healthcarecommission.org.uk).

 Patient and Staff safety.

We take our staff and patient security seriously; the Practice has discreet CCTV in operation and the premises are alarmed and centrally monitored overnight. ‘Panic alarm’ buttons trigger an immediate response and can be engaged during the day in case of emergency.

We operate a Zero-Tolerance policy with respect to inappropriate behaviour towards staff members or other patients in the Practice.