Confidentiality

The practice complies with Data Protection legislation and we make every effort to preserve patient confidentiality. We ask you for personal information to ensure that you receive appropriate care and treatment. For the practice to function effectively it is sometimes necessary for medical information about you to be shared between members of the practice team. It will be shared with others only to provide further medical treatment for you, e.g. from hospital services, or to enable you to access other services, e.g. from the social work department.

Complaints

We aim to give a friendly and professional service to everyone who attends our practice. However, if, for any reason, our service should fall below our patients’ satisfaction, we take all complaints very seriously. If you would like to make a complaint regarding the surgery or the services we offer, please contact the Practice Manager, either by telephone or in writing, who will make every effort to respond to your concerns as soon as possible. All complaints will be treated as confidential.

Patient charter

We aim to treat our patients courteously at all times and expect our patients to treat our staff in a similarly respectful way. It is your responsibility to keep your appointments, inform us of your past illnesses, medication, hospital admissions and any other relevant details. Our patient charter is available in full at reception.

For further information on any of our policies, please contact the practice manager.

Disability and discrimination

We will provide care, now and in the future, to all our patients without discrimination and irrespective of patient’s age, sex, race, beliefs or special needs.  We expect that patients will show no discrimination towards other surgery users, members of the practice team or our colleagues in the NHS.

Violence Policy

The NHS operate a zero tolerance policy with regard to violence and abuse and the practice has the right to remove violent patients from the list with immediate effect in order to safeguard practice staff, patients and other persons. Violence in this context includes actual or threatened physical violence or verbal abuse which leads to fear for a person’s safety. In this situation we will notify the patient in writing of their removal from the list and record in the patient’s medical records the fact of the removal and the circumstances leading to it.

Failing to Attend NHS Appointments Policy

As a dental surgery, we aim to be here when patients need us, to offer the best possible service we can and offer excellent availability for patient appointments in order to fit with the many and varied schedules of our patients. Every year we lose valuable surgery time with patients failing to attend or cancelling at short notice. This also makes it difficult for us to accommodate our patients in need of urgent treatment

We fully understands that everybody has busy lives and that sometimes circumstances beyond your control may mean that you have to cancel your appointment, are unable to get to your appointment on time or even contact us to advise that the appointment will not be attended. Likewise, there may be times when we have to cancel your appointment or are running behind time when you arrive for your appointment.

Under the NHS regulations we are unable to charge NHS patients who fail to attend their appointments or who cancel at short notice. A patient who fails to attend their appointment will be sent a letter/email/text (including this policy) on their 1st and 2nd missed appointment warning them that they could lose their NHS entitlement with us. In the event that a further appointment is missed, we will withdraw the offer of NHS treatment at this practice and we will remove you from our patient list.

Discretion may be used if there is a good reason for the appointment being missed.

This policy does not affect your ability to seek NHS care at another practice.

Text Reminder and Email Reminder automated system

Text and email reminders are available for all appointments.

All text messages and emails sent by our system are logged when successfully sent. It is your responsibility to check your text and email messages and to ensure that we are informed of any changes to your mobile phone number or email address.

Please note: text messages and email are sent out of courtesy, not necessity. It is your responsibility to turn up on time for an appointment. Failure of the text messaging system for any reason is not sufficient reason for failing to attend or turning up too late for treatment