10 Brickfields Road
South Woodham Ferrers, Chelmsford CM3 5XB

01245 328060
info@brickfieldsdentalcare.co.uk

Mon - Fri 8:30 - 17:30
Saturday Appointment Only - Sunday CLOSED

Complaince

Failed To Attend/Cancel Appointment

If you are unable to attend your appointment, could you please give as much notice as possible to the practice. We do not charge for failed NHS appointments; however, it is our policy that if you fail to attend two consecutive appointments, or repeatedly cancel at short notice, we may no longer be able to see you at this practice.

It is understandable that sometimes short notice cancellations, cannot be helped and in certain circumstances exceptions will be made.

We appreciate your understanding of our failed to attend/short notice cancellation policy in helping to run an efficient appointment system.

Privacy Policy

DATA PROTECTION CODE OF PRACTICE

KEEPING YOUR RECORDS

This practice complies with the 1998 Data Protection Act and this policy describes our procedures for ensuring that personal information about patients is processed fairly and lawfully.

WHAT PERSONAL DATA DO WE HOLD?

In order to provide you with a high standard of dental care and attention, we need to hold personal information about you. This personal data comprises:

  • your past and current medical and dental condition; personal details such as your age,
    national insurance number/NHS number, address, telephone number and your general
    medical practitioner
  • radiographs, clinical photographs and study models
  • information about the treatment that we have provided or propose to provide and its cost
  • notes of conversations/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 INFORMATION ABOUT YOU?

We need to keep comprehensive and accurate personal data about our patients in order to provide them with safe and appropriate dental care. We also need to process personal data about you in order to provide care under NHS arrangements and to ensure the proper management and administration of the NHS.

HOW WE PROCESS THE DATA

We will process personal data that we hold about you in the following way: Retaining information

We will retain your dental records while you are a practice patient and after you cease to be a patient, for at least eleven years or for children until age 25, whichever is the longer.

Security of information

Personal data about you is held in the practice’s computer system and/or in a manual filing system. The information is not accessible to the public and only authorised members of staff have access to it. Our computer system has secure audit trails and we back up information routinely.

Disclosure of information

In order to provide proper and safe dental care, we may need to disclose personal information about you to:

  • your general medical practitioner
  • the hospital or community dental services
  • other health professionals caring for you
  • NHS payment authorities
  • the Inland Revenue
  • the Benefits Agency, where you are claiming exemption or remission from NHS charges
  • Private dental schemes of which you are a member.

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 for the proper administration of Government (whose personnel are covered by strict confidentiality rules) will be given the information. Only that 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.

Access

You have the right of access to the data that we hold about you and to receive a copy. Access may be obtained by making a request in writing and the payment of a fee for access of up to £10 (for records held on computer) or £50 (for those held manually or for computer-held records •with non-computer radiographs). We will provide a copy of the record within 40 days of receipt of the request and fee (where payable) and an explanation of your record should you require it.

If you do not agree

If you do not wish personal data that we hold about you to be disclosed or used in the way that is described in this Code of Practice, please discuss the matter with your dentist. You have the right to object, but this may affect our ability to provide you with dental care.

NHS Complaints Policy

Policy for handling patients complaints

In this practice we take complaints very seriously indeed and try to ensure that all patients are pleased with their experience of our service. When patients complain, they are dealt with courteously and promptly so that the matter is resolved as quickly as possible. This procedure is based on these objectives.

 

Our aim is to react to complaints in the way in which we would want our complaint about a service to be handled. We learn from every mistake that we make and we respond to patients’ concerns in a caring and sensitive way.

 

  1. The person responsible for dealing with any complaint about the service we provide is: The Senior Manager Anita Spooner.

 

 

  1. If a patient complains on the telephone or at the reception desk, we will listen to his or her complaint and offer to refer him or her to the Senior Manager immediately.

 

If the Senior Manager is not available at the time, then the patient will be told when he or she will be able to talk to her or the dentist, and arrangements will be made for this to happen. The member of staff will take brief details of the complaint and pass them on. If we cannot arrange this within a reasonable period or if the patient does not wish to wait to discuss the matter, arrangements will be made for someone else to deal with it.

 

  1. If the patient complains in writing the letter will be passed on immediately to:

The Senior Manager.

 

  1. 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.

 

  1. We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice as soon as possible, normally within two working days. We will seek to investigate the complaint within ten working days of the complaint being received to give an explanation of the circumstances, which led to the complaint. If the patient does not wish to meet us, then we will attempt to talk to him or her on the telephone. If we are unable to investigate 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.

 

  1. We will confirm the decision about the complaint in writing to the patient immediately after completing our investigation.

 

  1. Proper and comprehensive reports are kept of any complaint received.

 

  1. If patients are not satisfied with the result of our procedure then a complaint may be made to:

NHS England Swift House Hedgerows Business Park Colchester Road Essex

CM2 5PF 01245 459459(for complaints about NHS treatment)

The General Dental Council,

37 Wimpole Street, London, W1M 8DQ                   (the dentists’ registration body)

Private Patient Complaints Policy

Brickfields Dental Care Complaints handling policy (private treatment)

Code of practice for patient complaints

At Brickfields Dental Care we take complaints very seriously and try to ensure that all our patients are pleased with their experience of our service. When patients complain, they are dealt with courteously and promptly so that the matter is resolved as quickly as possible. This procedure is based on these objectives.

Our aim is to react to complaints in the way in which we would want our complaint about a service to be handled. We learn from every mistake that we make and we respond to customers’ concerns in a caring and sensitive way.

  1. The person responsible for dealing with any complaint about the service which we
    provide is the Senior Manager, Anita Spooner.
  2. If a patient complains on the telephone or at the reception desk, we will listen to their
    complaint and offer to refer him or her to the Complaints Manager immediately. If the
    Complaints Manager is not available at the time, then the patient will be told when they
    will be able to talk to the dentist and arrangements will be made for this to happen. The
    member of staff will take brief details of the complaint and pass them on. If we cannot
    arrange this within a reasonable period or if the patient does not wish to wait to discuss
    the matter, arrangements will be made for someone else to deal with it.
  3. If the patient complains in writing the letter or email will be passed on immediately to the
    Senior Manager.
  4. 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.
  5. We will acknowledge the patient’s complaint in writing and enclose a copy of this code of
    practice as soon as possible, normally within 3 working days.
  6. We will seek to investigate the complaint within 10 working days of receipt to give an
    explanation of the circumstances which led to the complaint. If the patient does not wish
    to meet us, then we will attempt to talk to them on the telephone. If we are unable to
    investigate the complaint within 10 working days we will notify the patient, giving reasons
    for the delay and a likely period within which the investigation will be completed.
  7. We will confirm the decision about the complaint in writing immediately after completing
    our investigation.
  8. Proper and comprehensive records are kept of any complaint received.
  9. If patients are not satisfied with the result of our procedure then a complaint may be made
    to:   The Dental Complaints Service, The Lansdowne Building, 2 Lansdowne Road,
    Croydon, Greater London CR9 2ER (Telephone: 08456 120 540) for complaints about
    private treatment
  10. The General Dental Council, 37 Wimpole Street, London, W1M 8DQ (Telephone: 0845
    222 4141), the dentists’ regulatory body for complaints about professional misconduct

General Dental Council

www.gdc-uk.org
+44 (0)20 7167 6000

37 Wimpole Street
London
W1G 8DQ
United Kingdom

Date website last updated: 4th November 2015

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