Complaints Procedure

Complaints.

We take very seriously any complaint make about any aspect of care and service at our practice.

If you have any concerns about any aspect of our practice we would welcome your thoughts.

You should feel free to raise any concerns you have with the orthodontist treating you, or if unable to do this, you may contact the practice manager, Joanne King on 01865 370375, or by putting your complaint in writing addressed to her at the practice.

If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the dentist concerned.

If you are not happy with the outcome or you do not wish for the practice to deal with your complaint you can contact The Dental Complaints Service and the General Dental Council.

The Dental Complaints Service.

Email: info@dentalcomplaints.org.uk
Phone: 020 8253 0800
Address: Stephenson House, 2 Cherry Orchard Road, Croydon CR0 6BA
Website: http://www.gdc-uk.org/sites/dcs/Pages/default.aspx

The General Dental Council.

Website: www.gdc-uk.org
Phone: 020 7167 6000
Address: 37 Wimpole Street, London, W1G 8DQ.

Freedom of Information / Accessing your dental records.

We aim to provide you with the highest quality of dental care. To do this we need to keep records about you, your health and the care we have provided or plan to provide to you.

We know that you value your privacy and the security of personal information held about you.

Information recorded.

Information recorded about you may include:

  • Basic details, such as address, date of birth, next of kin
  • Details and clinical records about your dental treatment, health history and medical treatment
  • Records of medicines you have been prescribed by your dentist or another qualified prescriber
  • Information relevant to your continued care from other people who care for you and know you well, such as other health professionals and relatives

The Freedom of Information Act, gives the general right of access to all types of recorded information held by the practice. The intention of the Act is to encourage a spirit of openness and transparency in the NHS and the whole public sector. Our organisation aims to fully support this. Any individual or organisation can make a request for information.

The applicant does not have to explain why this information is requested.

Our Publication Scheme.

This practice has developed a publication scheme. It is a guide to information, routinely published and gives indication of information intended to be published. The publication scheme describes the form in which the information is published and any fees that will be charged. A request can be made from information listed in this publication scheme. If you would like a copy of our publication scheme please contact the Practice Manager.

Responding to requests.

Requests for information will be responded to within 20 working days. A fee can be charged when dealing with a request. This will be calculated in accordance with the Act. If a fee is required for information requested, the 20 day timescale can be extended to up to three months.

Should the request for information exceed the charges set by the Secretary of State, this practice does not have to action the request. The practice is not obliged to comply with vexatious requests or repeated or substantially similar requests from the same person other than at reasonable intervals.

Exemptions: There is a range of exemptions covering personal data, security, formulation of government policy, commercial and individual confidentiality.
A further absolute exemption is where information is accessible by other means or if the information has been provided in confidence. Other exemptions include information relating to commercial interests and audit functions.

Sharing Information.

The information held about you will not be shared for any reason, unless:

  • You ask us to do so
  • We ask and you give us specific permission
  • We are required by law, for example prescribers must be notified where a patient presents a repeat prescription and the pharmacist becomes aware of clinically significant issues arising in connection with that prescription
  • We are permitted by law, for example where public interest overrides the need to keep the information confidential

Anyone who receives information from us also has a legal duty to keep this information confidential, subject to recognised exceptions of the types listed above.

Your right to view your clinical records.

You have the right to view the original of your clinical records free of charge. If you request a copy, a charge will be due in accordance with the Data Protection Policy. Your request must be made in writing to the Practice Manager and the payment enclosed. A copy will be provided within 40 working days.

Confidentiality.

You have the right to confidentiality. We also comply with the NHS Code of Practice on Confidentiality and dental healthcare personnel have a requirement under their professional code of ethics to keep records about you confidential, secure and accurate. All of our staff contracts of employment contain a requirement to keep patient information confidential. Policies and procedures.

Practice Policies.

You have the right to confidentiality. We also comply with the NHS Code of Practice on Confidentiality and dental healthcare personnel have a requirement under their professional code of ethics to keep records about you confidential, secure and accurate. All of our staff contracts of employment contain a requirement to keep patient information confidential. Policies and procedures.

Practice Policies.

The practice has a number of important policies that detail how we provide care and service to our patients.

Please ask the Practice Manager if you would like to see copies of the following policies:

Confidentiality policy,
Data protection policy,
Information governance policy,
Health and safety policy
or Complaints policy.