GENERAL INFORMATION

You can express a preference about which dentist you will see. We will make reasonable efforts to ensure that the request is met, but this may not always be possible. Should you wish to express a preference of dentist, please state who you would like to be seen by when booking your appointment.

English is the spoken language at our practice but an interpreter will be contacted if required.

We endeavour to see all patients and our practice has been designed so patients with disabilities can access care. If you do have any disability that you think we need to know about please give us a call before your appointment and we will do our best to put suitable arrangements in place to accommodate your needs.

Missing appointments wastes time and resources which are needed for other patients. Our practice policy is if, on more than one occasion, patients cancel with less than 24 hours’ notice or do not attend an appointment, then we may no longer be able to offer NHS treatment. We will of course take any special circumstances into account (the practice manager has the final say).

Patients who are violent or abusive to practice personnel, to other patients or anyone else on the practice premises will be refused treatment and reported to the appropriate authorities.

We accept the following methods of payment at the practice: Cash and all major credit and debit cards.

COMPLAINTS PROCEDURE

We aim to make your experience at the practice as pleasurable as possible. However, should you have any complaints, please contact Miss Lauren Slack (Practice Manager) on  01709 910042 or ask for a meeting at the practice where we will be able to deal with your complaint and talk you through our procedure.

Practice complaints procedure

If you have a complaint or concern about the service you have received from the Dentist or any of the staff working in this practice, please let us know. We operate a practice complaints procedure as part of a NHS system for dealing with complaints. Our complaints system adheres to national criteria.

How to complain

We hope that most problems can be sorted our easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible – ideally, within a matter of days or at most a few weeks – because this will enable us to establish what happened more easily. If it is not possible to do that, please let us have details of your complaint;

  • within 6 months of the incident that caused the problem; or
  • within 6 months of discovering that you have a problem, provided this is within 12 months of the incident.

Complaints should be addressed to Lauren Slack (Practice Manager). Alternatively, you may ask for an appointment with Lauren Slack in order to discuss your concerns, They will explain the complaints procedure to you and will ensure that your concerns are dealt with promptly. It will be a great help if you are as specific as possible with your complaint.

What shall we do

We shall acknowledge your complaint within two working days and aim to have looked into your complaint within ten working days of the date when you raised it with us. We shall then be in a position to offer you an explanation, or a meeting with those involved. In investigating your complaint, we shall aim to:

  • find out what happened and what went wrong;
  • make it possible for you to discuss the problem with those concerned, if you would like this;
  • make sure you receive an apology, where this is appropriate;
  • identify what we can do to make sure the problem doesn’t happen again.

Complaining of behalf of someone else

Please note that we keep strictly to the rules of confidentiality. If you are complaining on behalf of someone else, we have to know that you know that you have permission to do so. A note signed by the person concerned will be needed, unless they are incapable (because of physical or mental illness) of providing this.

Complaining to the health authority

We hope that, if you have a problem, you will use our practice complaints procedure. We believe this will provide the best chance of putting right whatever has gone wrong and an opportunity to improve our practice. But this does not affect your right to approach the local health authority, if you feel you cannot raise your complaint with us.

PATIENT CONFIDENTIALITY

We take patient confidentiality extremely seriously at the Edlington Dental practice and all personal information is treated in the strictest confidence. Only members of staff have access to patient information and we have a strict confidentiality policy. To see a copy of this policy, please ask at reception.

Data Protection Privacy Notice

We will keep your records safely. This Practice complies with the Data Protection Act (1998) and general Data Protection Regulation (GDPR) 2018. This means that we will ensure that your information is processed fairly and lawfully.

What personal information do we need to hold?

  • Your past and current medical & dental condition; personal details such as your age, address, telephone & medical practitioner
  • We may need to request details of your NHS number
  • Radiographs, clinical photographs & study models
  • Information about treatment we have provided or purpose and it’s cost
  • Notes of conversations or incidents that might occur for which a record needs to be kept
  • Records of consent to treatment
  • Any correspondence relating to you with other health care professionals, for example in the hospital or community services

Why do we hold this information?  We need to keep accurate personal data about patients in order to provide you with safe & appropriate dental care. We also need to process personal data about you if we are referring you to NHS hospitals and to ensure the proper management and administration of the NHS.

Retaining information. We are required to retain your dental records, x-rays and study models while you are a patient of this practice and after you cease to be a patient, for at least 11 years or until age 25, whichever is longer.

Security. Your information is held in the practice’s computer system and in a secure manual filing system. The information is only accessible to authorised personnel. Personal information will not be removed from this practice without the patients authorised consent.

Your Personal information is carefully protected by the staff at this practice. All access to information is held securely and can only be accessed by regularly changed passwords. Data is encrypted and computer terminals are closed if unattended.

Why we may need to disclose your information. In order to provide proper and safe care to:

  • Your general medical practitioner
  • The hospital, or community dental services
  • Other health professionals caring for you

Disclosure will take place on a ‘need to know’ basis, so that only those individuals/organisations who need to know in order to provide care to you and the proper administration of Government (whose personnel are covered by strict confidentiality rules) will be given the information.

Only information that the recipient needs to know will be disclosed.

In very limited circumstances or when required by law or a court order, personal data may have to be disclosed to a third party not connected with your health care.

In all other situations, disclosure that is not covered by this code of practice will only occur when we have your specific consent.

Where possible you will be informed of these requests for disclosure.