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 which is £10.00 for every 10 mins of scheduled appt.

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

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 based on 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.

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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 information. In 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.

Green Oakham Dental Care- Patient Complaints Procedure

It is our aim to always have satisfied patients, to meet your expectations of care and service and to resolve any complaints as efficiently, effectively and politely as possible. We take complaints very seriously, investigating them in a full and fair way and take great care to protect your confidentiality. We learn from complaints to improve our care and service. We will never discriminate against patients who have made a complaint and we will be happy to answer any questions you may have about this procedure.

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. If you do not feel you can raise a complaint about your NHS service directly with us, you can address your complaint directly to

• In England = Leicester, Leicestershire and Rutland ICB: T:0116 295 7572

• E: llricb-llr.enquiries@nhs.net 

• W: https://leicesterleicestershireandrutland.icb.nhs.uk/contact/

Making a complaint

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

• By telephone on                  01572 755 260

• By email at                           Greenoakham.dentalpractice@nhs.net

• By letter to                           Mr Anand Parekh , 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, Anand Parekh will acknowledge it in writing within 3 working days and will aim to provide a full response in writing as soon as practical.

Anand Parekh usually works at the practice on Monday- Friday 8.30am-5pm and will endeavour to be available during these times. You may find it more convenient to make an appointment with him to ensure that he can dedicate sufficient time to meet with you.

If the Complaints Manager is unavailable, we will take brief details about the complaint and will arrange for a meeting when it is suitable for you and the practice. We will keep comprehensive and confidential records of your complaint, which will be stored securely and only be accessible by those who need to know about your complaint. If the complaint investigation takes longer than anticipated, the Complaints Manager will contact you at least every ten working days to keep you informed of the reason for any delays, 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. We will make our response clear, addressing each of your concerns as best as we can. You will also be invited to a meeting to discuss the results and any practical solutions that we can offer to you. These solutions could include replacing treatment, refunding fees paid, referring you for specialist treatments or other solutions that meet your needs and resolve the complaint.

We regularly analyse patient complaints to learn from them and to improve our services. That’s why we always welcome your feedback, comments, suggestions and complaints. If you are dissatisfied with our response to a complaint you can take the matter further, please see the contacts below.

If you are dissatisfied with our response to a complaint you can contact the GDC private dental complaints service within 12 months of the treatment or within 12 months of becoming aware of the issue. Please see the contact details below.

Contacts
GDC private dental complaints service can be contacted by calling 020 8253 0800 or visiting www.dentalcomplaints.org.uk.

If you are still unhappy about your NHS complaint, you can contact:

• In England = Leicester, Leicestershire and Rutland ICB: T:0116 295 7572

• E: llricb-llr.enquiries@nhs.net 

• W: https://leicesterleicestershireandrutland.icb.nhs.uk/contact/

You can also contact:

• The Care Quality Commission (CQC) who regulates private and NHS dental care services in England by calling 03000 616161. They can take action against a service provider that is not meeting their standards who may be able to help.

The General Dental Council is responsible for regulating all dental professionals. You can complain using their online form at www.gdc-uk.org contact them on information@gdc-org.uk or by calling 020 7167 6000.