Practice Policies


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
Updated 26 February 2020

The practice aims to meet the requirements of the Data Protection Act 2018, the General Data Protection Regulation (GDPR], the guidelines on the Information Commissioner’s website as well as our professional guidelines and requirements.

The data controller is  [ Chadni Patel ]

The Data Protection Officer is Anand Parekh

This Privacy Notice is available at reception, by email if you contact or by calling [ 01572 755260 ]

The privacy notice is also available on our website:

You will be asked to provide personal information when joining the practice. The purpose of processing your personal data is to provide you with optimum dental health care and prevention.

The categories and examples of data we process are:

  • Personal data for the provision of dental health care
  • Personal data for the purposes of providing treatment plans, recall appointments, reminders or estimates
  • Personal data such as details of family members for the provision of health care to children or for emergency contact details
  • Personal data for the purposes of employed and self-employed team members employment and engagement respectively
  • Special category data including health records for the purposes of the delivery of health care and meeting our legal obligations
  • Special category data including health records
  • Special category data to meet the requirements of the Equality Act 2010
  • Special category data details of criminal record checks for employees and contracted team members

We minimise the data that we keep, and do not keep it for longer than necessary.

We never pass your personal details to a third party unless we have a contract for them to process data on our behalf and will otherwise keep it confidential. If we intend to refer a patient to another practitioner or to secondary care such as a hospital we will gain the individual’s permission before the referral is made and the personal data is shared. Your data will be shared with the NHS in England.

  • Personal data is stored in the EU whether in digital or hard copy format
  • Personal data is obtained when a patient joins the practice, when a patient is referred to the practice and when a patient subscribes to an email list

For full details or where your data is stored, please ask to see Information Governance Procedures
(M 217C).

We have established the following lawful bases for processing your data:

Our lawful bases for processing personal data:

  • The legitimate interests of the dental practice
  • Processing is necessary for the performance of a contract with the data subject or to take steps to enter into a contract
  • Consent of the data subject
  • To comply with our legal obligations

Our lawful bases for processing special category data:

  • Processing is necessary for health care purposes
  • Processing necessary for identifying or keeping under review the existence or absence of equality of opportunity or treatment between groups of people with the view to enabling such equality to be promoted or maintained
  • We obtain consent of the data subject to process criminal record checks

The reasons we process the data include:

  • To maintain your contemporaneous clinical records
  • To provide you with dental treatment, prevention and oral health advice
  • To carry out financial transactions with you
  • To manage your NHS dental care treatment
  • To send your personal data to the General Dental Council or other authority as required by law
  • To communicate with you as and when required including appointment reminders, treatment plans, estimates and other communications about your treatment or the practice
  • To communicate with your next of kin in an emergency
  • If a parent or carer to communicate with you about the person you parent or care for
  • To refer you to other dentists or doctors and health professionals as required
  • To obtain criminal record disclosures for team members
  • For debt recovery
  • To continually improve the care and service you receive from us

The personal data we process includes:

Your name, address, gender, date of birth, NHS number, medical history, dental history, family medical history, family contact details, marital status financial details for processing payment, your doctor’s details and details of treatment at the practice. We may process more sensitive special category data including ethnicity, race, religion, or sexual orientation so that we can meet our obligations under the Equality Act 2010, or for example to modify treatment to suit your religion and to meet NHS obligations.

The retention period for special data in patient records is a minimum of 10 years and may be longer for complex records or to meet our legal requirements. The retention period for staff records is 6 years. The retention periods for other personal data is 2 years after it was last processed. Details of retention periods are available in the Record Retention (M 215) procedure available from the practice.

We obtain your personal details when you enquire about our care and service, when you join the practice, when you subscribe to our newsletter or register online, when you complete a registration or medical history form and when another practitioner refers you for treatment at our practice. Occasionally patients are referred to us from other official sources such as NHS clinics or hospitals.

You have the following personal data rights:

  • The right to be informed about the collection and use of your personal data
  • The right of access – to have a free copy of your data that we have
  • The right to rectification – to correct the data we have if it is inaccurate or incomplete
  • The right to deletion of your personal data (clinical records must be retained for a certain time period)
  • The right to restrict processing of your personal data
  • The right to data portability – to have your data transferred to someone else
  • The right to object to the processing of your personal data.
  • Rights in relation to automated decision making and profiling

Further details of these rights can be seen in our Information Governance Procedures (M 217C) or at the Information Commissioner’s website. Here are some practical examples of your rights:

  • If you are a patient of the practice you have the right to withdraw consent for important notifications, newsletters, surveys or marketing. You can inform us to correct errors in your personal details or withdraw consent from communication methods such as telephone, email or text. You have the right to obtain a free copy of your patient records within one month.
  • If you are not a patient of the practice you have the right to withdraw consent for processing personal data, to have a free copy of it within one month, to correct errors in it or to ask us to delete it. You can also withdraw consent from communication methods such as telephone, email or text.

We have carried out a Privacy Impact Assessment (M 217Q) and you can request a copy from the details below. The details of how we ensure security of personal data is in our Security Risk Assessment (M 217M) and Information Governance Procedures (M 217C).

Comments, suggestions and complaints
Please contact the IG Lead at the practice for a comment, suggestion or a complaint about your data processing at We take complaints very seriously.

If you are unhappy with our response or if you need any advice you should contact the Information Commissioner’s Office (ICO). Their telephone number is 0303 123 1113, you can also chat online with an advisor. The ICO can investigate your claim and take action against anyone who’s misused personal data. You can also visit their website for information on how to make a data protection complaint.

Related practice procedures
You can also use these contact details to request copies of the following practice policies or procedures:

  • Data Protection and Information Security Policy (M 233-DPT), Consent Policy (M 233-CNS)
  • Privacy Impact Assessment (M 217S), Information Governance Procedures (M 217C), Record Retention (M 215)

If you have an enquiry or a request please contact the Information Governance Lead [ Chadni Patel ].

Thank you.

Data Opt-Out Policy

How the NHS and care services use your information
[ Green Oakham Dental Care ] is one of many organisations working in the health and care system to improve care for patients and the public. Whenever you use a health or care service, such as attending Accident & Emergency or using Community Care services, important information about you is collected in a patient record for that service. Collecting this information helps to ensure you get the best possible care and treatment. The information collected about you when you use these services can also be used and provided to other organisations for purposes beyond your individual care, for instance to help with:

  • Improving the quality and standards of care provided
  • Research into the development of new treatments
  • Preventing illness and diseases
  • Monitoring safety
  • Planning services

This may only take place when there is a clear legal basis to use this information. All these uses help to provide better health and care for you, your family and future generations. Confidential patient information about your health and care is only used like this where allowed by law.

Most of the time, anonymised data is used for research and planning so that you cannot be identified in which case your confidential patient information isn’t needed.

You have a choice about whether you want your confidential patient information to be used in this way. If you are happy with this use of information you do not need to do anything. If you do choose to opt out your confidential patient information will still be used to support your individual care. To find out more or to register your choice to opt out, please visit On this web page you will:

  • See what is meant by confidential patient information
  • Find examples of when confidential patient information is used for individual care and examples of when it is used for purposes beyond individual care
  • Find out more about the benefits of sharing data
  • Understand more about who uses the data
  • Find out how your data is protected
  • Be able to access the system to view, set or change your opt-out setting
  • Find the contact telephone number if you want to know any more or to set/change your opt-out by phone
  • See the situations where the opt-out will not apply

You can also find out more about how patient information is used at: (which covers health and care research); and (which covers how and why patient information is used, the safeguards and how decisions are made)

You can change your mind about your choice at any time.

Data being used or shared for purposes beyond individual care does not include your data being shared with insurance companies or used for marketing purposes and data would only be used in this way with your specific agreement.

Health and care organisations have until 2020 to put systems and processes in place so they can be compliant with the national data opt-out and apply your choice to any confidential patient information they use or share for purposes beyond your individual care.

Our practice only uses your personal health data to provide individualised care to you and does not disclose your data for any other purposes. The the national data opt-out does not apply to our usage of your data and we are compliant with the policy.


Infection Prevention and Control Policy

Statement of intent

This policy should be read in conjunction with Infection Prevention Procedures (M 275B). For the safety of our patients, visitors and team this practice follows the latest guidelines and research on infection prevention. We comply with the England: HTM 01-05 ‘essential quality requirements’England and Wales: and have a written assessment and plan to move towards ‘best practice’.  We take Universal Precautions for all patients, to minimise all of the known and unknown risks of cross infection.

We follow the latest decontamination guidelines from theDepartment of Health, Englandfor new and used instruments. Stored instruments are protected against recontamination. The treatment rooms and all equipment are decontaminated appropriately between patients and at the end of every clinical session. Defects found during the cleaning of equipment are immediately reported to the Decontamination Lead. Full details of our decontamination procedures are found in (M 257B).

[England and Wales: This practice meets the Essential Quality Requirements of the Department of Health Guidelines on infection prevention and control HTM 01-05. Our plan to meet best practice is detailed in (M 257S)

Staff involved in decontamination and clinical work have evidence of: current immunisation against Hepatitis B, routine vaccinations and appropriate health clearance checks.

Items sent to the laboratory and equipment sent for repair
All items despatched to the laboratory are washed and disinfected after removal from the mouth and items received from the laboratory are washed and disinfected prior to fitting. Equipment is decontaminated before being sent for repair.

Whenever possible we utilise single-use instruments, which are always disposed of after use on a patient.

Inoculation injury
To minimise the risk of blood borne viruses all staff are trained in avoidance and management of an inoculation injury. Post Exposure Prophylaxis is available if necessary. Staff at risk of blood-borne virus exposure have an occupational health examination.

Legionella control
The practice takes all reasonable measures to minimise the risk of exposure of staff, patients and visitors to legionella in accordance with existing guidance. The practice carries out regular legionella risk assessment, water tests and audits. Flushing of hot and cold water outlets is routinely undertaken by the practice, the water management procedures in (M 257LB) are followed. Records of all legionella control activities are maintained and reviewed at the Annual Management Review.

Personal hygiene
All staff maintain a high standard of personal hygiene including hand hygiene and follow techniques outlined in M 257G, restricted wearing of jewellery, and clean clinical clothing as outlined in M 257B.

Personal Protective Equipment
All team members follow the guidelines for personal protective equipment in M 257B. These include masks, gloves, protective eyewear, clinical attire and suitable shoes.

Clinical staff are trained in how to manage an accidental spillage of a hazardous substance and how to follow our emergency arrangements.

Waste is carefully handled and disposed of by appropriate carriers according to current regulations
As outlined in M 269.

Water quality
Dental unit waterlines undergo disinfection, flushing and maintenance to minimise the risk of bio-contamination. Practice water is inspected and tested as necessary to maintain water quality.

Each member of the team undergoes regular training and review and has a responsibility to ensure a safe working environment for all. Training includes the principles of infection prevention, the use of decontamination equipment and materials, the daily inspection and testing of equipment and the maintenance of records

We audit and review infection prevention procedures every six months with the aim of a continual improvement in standards and to update this policy and procedures as necessary

Green Oakham Dental Care- Patient Complaints Procedure

We want our service to meet your expectations. If you have a concern or complaint about any aspect of our service, we wold like to know of any mistakes we make in order to identify how we can improve to ensure that we meet your expectations in the future. Our aim is to learn from any feedback we receive and improve the service we provide to our patients.

If you are not entirely satisfied with any aspect of our care or service please let us know as soon as possible to allow us to address your concerns promptly.

Making a complaint:

If you wish to make a complaint or simply let us know how we could have done better, please contact Dr Chadni Patel our Complaints’ Manager:


  • By telephone on                  01572 755 260
  • In person
  • By email at                 
  • By letter to                           Dr Chadni Patel, Green Oakham Dental Care, 74 high street, Oakham, LE15 6AS

If your verbal complaint is not resolved to your satisfaction within 24 hours or if you complain in writing, Dr Chadni Patel will acknowledge it in writing within 3 working days and will aim to provide a full response in writing as soon as practical.

Dr Chadni Patel usually works at the practice on Monday- Friday 8.45am-5pm and will endeavour to be available during these times. You may find it more convenient to make an appointment with her to ensure that she can dedicate sufficient time to meet with you.

If you contact the practice to make a complaint and Dr Chadni Patel is not available, we will arrange a convenient time for her to contact you. We will ask you for brief details of your complaint so that she can gather any useful information before contacting you. You will be given a copy of the notes made by Dr Chadni Patel. If the matter requires a more immediate response, we will arrange for a senior member of the dental team to deal with it.

Investigating a complaint:

We will offer to discuss the complaint with you and will ask how you would like to be kept informed of developments – by telephone, letters or e-mail or by face-to-face meetings. We will let you know how we will deal with your complaint and the likely time that the investigation will take to complete. If you do not wish to discuss the complaint further, we will still let you know the expected timescale for completing the investigation.

If the complaint investigation takes longer than anticipated the Dr Chadni Patel will keep you informed of the reason for the delay, the progress of the investigation and the proposed date it will be completed.

When the investigation has been completed, you will be informed of its outcome in writing and invited to a meeting to discuss the results and any practical solutions that we can offer to you.


We keep proper and comprehensive records of any complaints that we receive and the action we have taken following investigation.  We review these records regularly to ensure that we recognise our mistakes and take every opportunity to improve our service.