Practice Policies

COVID-19

To our valued patients,
Firstly, I hope you and your loved ones remain safe and well. It has been a long time, but we are really pleased to inform you that we will be reopening the practice as per government guidelines on 15th June 2020.
We have been overwhelmed by your support during the lockdown period and ask that you bear with us that little bit longer.
Whilst many things may have changed over recent months, what hasn’t is our commitment to you, and delivering the highest standards of patient care.
Safety and infection control have always been of the highest priority in our practice and over the past few months, we have been continually reviewing guidance, ensuring that when we do re open we are providing a safe environment for our patients and team members. Planning our return to work has been ongoing for some weeks now and we have updated our operating procedures, increased our safety protocols as well as purchased enhanced PPE.

Our patient’s wellbeing and safety is at the forefront of our minds so during your visit to the practice there will be enhanced protocols in place.

Some of the changes you may notice will include:

Limited appointment availability – this is to allow extra time between patients for enhanced cleaning protocols and to ensure our social distancing policies are effective and this will allow us to reduce the number of patients in the reception area at any one time.
Enhanced personal protective equipment; our staff will be in full PPE as soon as you come into the practice; we will look quite different when you come in however rest assured we are still the same friendly staff members from before; the extra PPE is to ensure you can visit the practice safely Hand sanitizer and hand washing stations for frequent use for both staff and patients especially upon entering and exiting the building
Contactless payments are encouraged wherever possible to minimise the necessity for handling of non-sterile surfaces If you would like any further information on the enhanced protocols, we are using during your visit please do not hesitate to ask Pre- appointment Checks
When you are contacted by the practice we will carry out a pre-assessment which will take around 5-10 minutes; this is to ensure that we have all correct details, medical history, presenting issues and give us a chance to walk you through the new protocols in place; this will aid us in limiting the time that you would need to attend the practice for thus ensuring the safety of patients and staff Payment methods
During your pre-assessment with one of our team we will also be discussing pre-payments for your appointment. Contactless payment is encouraged during the Covid-19 Pandemic. This can be done in 3 main ways:

1. Contactless card at the practice

2. Payment over the phone

3. Exact cash amounts in a sealed plastic bag which can be wiped prior to touching.

Before coming to your appointment

1. You should use the toilet before attending the practice
2. You should wear a simple face covering when you attend or a scarf
3. You should only bring essential items with you
4. You should attend alone wherever possible or with one other person if necessary
Patient Journey
1. Measures at the door
a. You should arrive 5 minutes before your allocated appointment time
b. A team member wearing appropriate PPE will greet you at the door at your appointment time
c. Before the you can enter the premises, the nurse will:
– Confirm your identity
– Do a COVID-19 screening using the standard COVID-19 screening questions.
If you are now presenting any symptoms of COVID-19 you will be referred to an appropriate centre (if it is an emergency) or advised to self-isolate.
– You then must use the hand sanitiser provided and put on a disposable mask if you do not have appropriate face covering when entering the building we will provide one
d. You will be taken to the waiting area
e. Relevant documentation will be signed using our wipeable iPAD
f. We will then explain our social distancing measures, we politely ask your to refrain from touching any door handles during your visit; all doors will either be open or opened for you.
g. You will then be escorted to the relevant surgery
2. Clinic
a. The dental team will be dressed in full PPE as you enter the surgery.
b. You will be instructed to wash your hands by the dental nurse
c. The dentist will then begin your assessment/treatment
d. Definitive treatments and costs will be discussed with you at the end of your appointment
3. Exiting
a. You will be escorted from the clinic by one of our dental nurses
b. You will collect your belongings from the box that was provided at the start of
your journey
b. You will be instructed to use the hand sanitizer provided upon your exit from the building.
4. Once the you have left

a. Amended treatment plans, Patient information leaflets and consent forms will be sent over.
b. The next day one of our team will contact you to discuss how you are post-treatment and discuss any further appointments that need to be made.

 

Failure to attend/late cancellation Policy

As a practice we do understand that sometimes you may have to cancel an appointment at short notice due to unforeseen circumstances. We would however ask where possible you do give us 48 hours notice of any cancellations or you will be liable to a late cancellation charge, £10.00 every 10 mins of scheduled appt.

This charge will need to be paid prior to any further appointments being re scheduled.

We have a strict policy regarding missed appointments, unfortunately multiple missed or repeat late cancellation appointments may result in refusal to be seen at the practice.

Privacy Notice for Patients

This privacy policy sets out how Green Oakham Dental Care uses and protects any information that you give when you use this website.

The practice is committed to complying with the General Data Protection Regulation (GDPR), GDC, NHS and other standards.

The practice only keeps relevant information about employees for the purposes of employment, and about patients to provide them with safe and appropriate dental care.

The person responsible for Data Protection is Anand Parekh

Our legal basis for processing data is:

  • Consent
  • Processing is necessary for the performance of our care for patients
  • And the health care data we process is called special data, our legal basis for processing it is:

Processing is necessary for the purposes of preventative or occupational medicine, for assessing the working capacity of the employee, medical diagnosis, the provision of health or social care or treatment or management of health or social care systems and services on the basis of Union or Member State law or a contract with a health professional.

Hard copy and computerised records are stored, reviewed and updated securely and confidentially. Records are securely destroyed when no longer required. Confidential information is only seen by personnel who need to see it and the team are trained on our policies and procedures to keep patient information confidential.

To facilitate patients’ health care, the personal information may be disclosed to a dentist, doctor, health care professional, hospital, NHS authorities, HMRC, the Benefits Agency (when claiming exemption or remission from NHS charges) or private dental schemes of which the patient is a member and CQC has powers under the Health and Social Care Act 2008 to access and use information where they consider this is necessary for them to carry out their functions as a regulator. Where possible inspectors will explain why they are asking to look at certain records. They will consider any concerns and objections raised to them, and whether they can achieve CQC’s purpose by accessing the records of someone else. However, CQC relies on its legal powers to access information rather than consent, therefore may use its powers to access records even in cases where objections have been raised.

More detail on how CQC ensure compliance with data protection law (including GDPR) and their privacy statement is available on their website https://www.cqc.org.uk/about-us/our-policies/privacy-statement

In all cases only relevant information is shared. In very limited cases, such as for identification purposes, or if required by law, information may have to be shared with a party not involved in the patient’s health care. In all other cases, information is never disclosed to such a third party without the patient’s written authority.

All confidential information is sent via secure methods. Electronic communications and stored data are encrypted. All computerised clinical records are backed up and encrypted copies are kept off-site. No information or comments about patients are posted on social networking or blogging sites.

Access is strictly controlled and limited to persons who need to have access to information in the course of their duties.

What personal information do we need to hold?

  • We need to hold your past and present medical & dental condition. Details such as your age, address, telephone number and your general medical practitioner.
  • We may need to request details of your NHS number and entitlement to healthcare treatment and exemption status if applicable.
  • We will need to take and store Radiographs, clinical photographs and study models.
  • We will need to keep information about the treatment we have proposed and provided along with its price.
  • Notes of conversations or incidents that might occur for which a record needs to be kept.
  • Records of permission or consent for 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 keep accurate personal data about patients in order to provide you with appropriate and safe dental care. We also need to process personal data about you if we are providing care under NHS arrangements 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 a minimum of 11 years or until the age of 25 (whichever is longer).

There are several other documents that we may collect that have a variety of retention dates, for example the NHS PR form – used to declare payment exemptions – which needs to be kept for 2 years minimum. We have a retention schedule listing all documents and the timeframes for disposal. Retention periods may be changed from time to time based on business or legal and regulatory requirements

Security

Information about you is stored in Green Oakham Dental Care’s computer system and/or 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 protected by the staff at Green Oakham Dental Care. All access to information is held securely and can only be accessed by password which are routinely changed. Data is encrypted, and computer terminals are locked if unattended.

This includes:

  • Password protection
  • Locked cabinets/rooms
  • Practice security systems (including CCTV)
  • Virus protection
  • Secure servers
  • Back-up facilities
  • Secure cloud-based storage

Access

You have a right to access the information that we hold about you and to receive a copy. You can make a request by contacting your practice or by e-mailing info@greenoakhamdentalcare.co.uk

Rectification

You have a right to correct any information that you believe is inaccurate or incomplete. Please contact your practice to request a change in information.

Erasure

You have a right to request that we delete your personal information, although you should be aware that, for legal reasons, we may be unable to erase certain information (for example, information about your dental treatment). Please contact your practice to make this request.

Restriction

You have the right to request us to restrict the processing of your personal information for example, sending you reminders for appointments or information about our service. Please contact your practice to make this request.

Portability

You have a right to data portability; this could include supplying your information to another dentist. Please contact your practice to make this request.

Concerns

If you have any concerns about how we use your information and you do not feel able to discuss it with your dentist or anyone at the practice, you can contact our Data Protection Officer via email at info@greenoakhamdentalcare.co.uk

You can also seek advice from The Information Commissioner’s Office (ICO), Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF, or start a live chat or call helpline on 0303 123 1113.

We may need to disclose your informationIn order to provide proper and safe dental care to:

  • Other health professionals caring for you are including but not limited to your general medical practitioner and the hospital or community dental services.
  • NHS payment authorities.
  • The Inland Revenue.
  • The Benefit Agency, where you are claiming exemption or remission from NHS charges.
  • Private dental schemes of which you are a member.
  • Should a patient make a complaint or claim, we may need to provide information about the patient, and treatment they have received, to insurers, indemnifiers or legal advisers.

Disclosure will take place when relevant at a need to know basis. This means only those individuals or organisations that need to know in order to provide care to you and for the proper administration of Government will be given this information. Only information that the recipient needs to know will be disclosed.

In very limited circumstances or when required by law of 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.