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Our Practice Policies

Failed to attend practice policy

 

Patients failing to attend or cancelling (within 24 hours) their appointments on two or more occasions will not be offered any more appointments.

Confidentiality & Privacy

 

Strict confidentiality is maintained with all patient records held at our practice either in electronic or paper format. We comply with the DATA Protection ACT 1998 and are registered with office of information commissioner (ICO) to process the personal data and in line with Europe’s new General Data Protection Regulation (GDPR). If you’d like to know more about what we’re doing to get ready for GDPR, check out our GDPR page.

Health and Safety

 

Your health and safety is of paramount importance to us and is constantly reviewed in line with current regulations. Please notify the member of staff If you notice any area of concern so immediate action can be taken.

Patient responsibilities:

 

  • Please provide at least 48hours notice to cancel or re-arrange an appointment for any routine dental appointment and 1 week notice for any appointment with a specialist (Endodontic, Oral Surgery, Periodontal Specialist or Laser Periodontal Treatment).

  • Please provide all the up to date personal details as soon as they change such as: address, telephone numbers etc.

  • Please ask your dentist to provide detailed information about dental treatment and all the possible options with their relevant pros and cons for you to make an informed decision.

  • Please get a written estimate of all the related cost of the dental treatment.

  • Please follow all the instructions given by your dentist to maintain good oral health and book a recall appointment as advised. Care Quality Commission (CQC)

Zero Tolerance

 

All our staff is well trained to provide the best possible care and respect and we expect the same in return from all patients. We operate zero tolerance policy to physical and verbal abuse to our staff members and any such conduct will be reported to police.

Smoking Policy

 

The practice is a no smoking area. NHS help available to stop smoking, please ask dentist for the details.

Complaints Policy

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If you have a complaint or concern about the service you have received from the dentist or any of the staff working at this practice, please let us know. We learn from complaints to improve our care and service. 

When patients complain, they are dealt with courteously and promptly so that the matter is resolved as quickly as possible. This procedure is based on these objectives.

Our aim is to react to complaints in the way in which we would want our complaint about a service to be handled. We learn from every mistake that we make and we respond to customers’ concerns in a caring and sensitive way.

  1. The person responsible for dealing with any complaint about the service which we provide Dr Leyland, Principal,  dentist@sw1dentalstudio.co.uk 

  2. If a patient complains on the telephone or in person, we will listen to their complaint and offer to refer him or her to the Principal immediately. If the Principal is not available at the time, then the patient will be informed when they will be able to talk to the Principal and arrangements will be made for this to happen. The member of staff will take brief details of the complaint and pass them on to the Principal. If we cannot arrange this within a reasonable period or if the patient does not wish to wait to discuss the matter, arrangements will be made for someone else to deal with it.

  3. If the patient complains in writing or by email, it will be passed on immediately to the Principal, Dr Leyland.

  4. If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the dentist concerned, unless the patient does not want this to happen.

  5. We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice within three working days.

  6. We will seek to investigate the complaint within ten working days of receipt to give an explanation of the circumstances which led to the complaint. If the patient does not wish to meet us, then we will attempt to talk to them on the telephone. If we are unable to investigate the complaint within ten working days we will notify the patient, giving reasons for the delay and a likely period within which the investigation will be completed.

  7. We will confirm the decision about the complaint in writing immediately after completing our investigation.

  8. Proper and comprehensive records are kept of any complaint received as well as any actions taken to improve services as a consequence of a complaint.

  9. If patients are not satisfied with the result of our procedure then a complaint may be made to:

The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP. Telephone: 0345 015 4033 www.ombudsman.org.uk

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The General Dental Council, 37 Wimpole Street, London. W1N 8DQ. Telephone: 0845 222 4141, the dentists’ regulatory body for complaints about professional misconduct

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