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.
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:
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:
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.
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.
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.
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.
The Senior Manager.
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)
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.
General Dental Council
+44 (0)20 7167 6000
37 Wimpole Street
Date website last updated: 4th November 2015