Haywards Heath Practice Policy

  • If you are in receipt of state benefits please make sure you bring your proof in at every new course of treatment. This is a legal requirement.
  • The text message service we provide is an extra prompt out of courtesy of the practice. We cannot be held responsible if reminders are not received so please do not rely on them.
  • Please make sure your mobile phone is switched off at all times whilst you are in the practice.
  • Out of courtesy for other patients please do not allow your children to stand on the furniture.
  • Due to high demand of NHS spaces it is important for you to attend regular appointments. If you are an NHS patient and have not been seen at the practice for 18 months or more you will not be offered any further NHS appointments. We aim to send reminders but it is your responsibility to attend within the 18 months.
  • Please give us at least 24 hours notice if you are unable to attend your appointment. Failure to do so may result in a discretionary charge (approximately £1/minute). If you fail to attend or cancel with short notice on two occasions we may not offer any further appointments
  • We require a £30 deposit for all appointments with our Hygienists, payable at the time of booking. If you fail to attend the appointment, or cancel with less than 24 hours notice, you may lose your deposit.

Patient Payment Policy

The practice is committed to providing a high standard of treatment and service to its patients. To achieve this goal it is important that treatment fees are collected efficiently.

All patients are provided with a treatment plan and estimate before the treatment commences which has details of the payment terms and the fees payable for treatment.

To avoid unnecessary costs or inefficiency fees are collected before each treatment plan has been completed, with the fees payable as treatment progresses, with the full balance due before the final appointment.

In the eventuality that fees are outstanding at the end of the treatment plan, the balance is collected at the last visit of the course of treatment.

If there are fees outstanding after the last visit, the practice will write to or telephone the patient to request payment. Reasonable steps will be taken to collect outstanding fees before a third party agent is instructed or legal action is initiated. If a third party is instructed to recover an outstanding fee, the third party collection fees will be added to the final owed balance.

If the patient has a complaint about the treatment provided, this is taken very seriously and will be fully taken into account.
The detailed procedure for collecting fees is in Patient Accounts and Debt Management (M 212).

Safeguarding

Our Safeguarding Statement:
Dentalessence is committed to complying with legislation and statutory guidance to protect children and adults at risk of abuse or neglect.
Our practice has an effective process for identifying and responding appropriately to signs and allegations of abuse.
The practices have appointed their practice manager as the Practice Safeguarding Lead for children and adults.
All team members are trained to recognise signs of abuse in children and vulnerable adults.

Anti-slavery and human trafficking policy

Policy Statement
This policy applies to all persons working for us or on our behalf in any capacity, including employees at all levels, Labs and suppliers. Dentalessence strictly prohibits the use of modern slavery and human trafficking in our operations and supply chain.
We have and will continue to be committed to implementing systems and controls aimed at ensuring that modern slavery is not taking place anywhere within our organisation or in any of our supply chains.

Modern Slavery and Human Trafficking Modern Slavery is a term used to encompass slavery, servitude, forced and compulsory labour, bonded and child labour and human trafficking.

Human trafficking is where a person arranges or facilitates the travel of another person with a view to that person being exploited. Modern slavery is a crime and a violation of fundamental human rights.

Commitments
At dentalessence we expect everyone working with us or on our behalf to support and uphold the following measures to safeguard against modern slavery:

  • We have a zero-tolerance approach to modern slavery in our practice and our supply chains.
  • The prevention, detection and reporting of modern slavery in any part of our practice or supply chain is the responsibility of all employees. Employees must not engage in, facilitate or fail to report any activity that might lead to, or suggest, a breach of this policy.
  • Consistent with our risk based approach we may require: employment and recruitment agencies and other third parties supplying workers to our organisation to confirm their compliance with our Code of Conduct
  • If we find that other individuals or organisations working on our behalf have breached this policy we will ensure that we take appropriate action. This may range from considering the possibility of breaches being remediated and whether that might represent the best outcome for those individuals impacted by the breach to terminating such relationships.

Complaints Policy

In this practice we take complaints very seriously and try to ensure that all our patients are happy with their experience of our 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 the objectives below.

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 patients concerns in a caring and sensitive way.

  • The person responsible for dealing with any complaint about the service which we provide is the Practice Administrator.
  • If a patient complains on the telephone or at the reception desk, we will listen to their complaint and offer to refer him or her to the Practice Administrator as soon as possible. If the matter cannot be resolved the member of staff will take brief details of the complaint and pass them on to the Practice Administrator.
  • If the patient complains in writing the letter will be passed on immediately to the Practice Administrator.
  • If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the dentist, unless the patient does not want this to happen.
  • We will acknowledge the patients complaint in writing and enclose a copy of this code of practice as soon as possible, normally within 3 working days from date of receipt by first class post. We will seek to investigate the complaint within 10 working days of receipt to give an explanation of 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 explanation for the delay and the likely period within which the investigation will be completed.
  • We will confirm the decision about the complaint in writing immediately after completing our investigation.
  • Proper and comprehensive records are kept of any complaint received.

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

For NHS patients: NHS England, PO Box 16738, Redditch B97 9PT. Telephone 0300 311 22 33

For private patients: The Dental Complaints Service, 37 Wimpole Street, London W1G 8DQ. Telephone 0208 253 0800

Privacy Policy

Privacy Notice

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 the owner, the information governance lead is Fiona Went who is also (in NHS practices) the Data Protection Officer.

This Privacy Notice is available at reception and by email if you contact haywards heath@dentalessence.co.uk or by calling 01444 452112.

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
  • Personal data for the purposes of direct mail/email/text to inform you of important announcements or about new treatments or services
  • Personal data – IP addresses so that we can understand our patients better and inform our marketing approach as well as improve the web site experience
  • 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 if you are having NHS treatment.

  • Personal data is stored in the UK whether in digital or hard copy format
  • Personal data is stored in the US in digital format when the data storage company is certified with the EU-US Privacy Shield
  • 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 or when joining practice plan.

For full details or where your data is stored, please ask to see Information Governance Procedures.

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
  • safeguarding

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
  • Safeguarding

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 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 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 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 and Information Governance Procedures.

Comments, suggestions and complaints

Please contact the Information Governance Lead at the practice for a comment, suggestion or a complaint about your data processing at fiona@dentalessence.co.uk or 01444452112 or by writing to or visiting the practice at 49 Hazelgrove Road, Haywards Heath RH16 3PH. 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, Consent Policy
  • Privacy Impact Assessment, Information Governance Procedures, Record Retention

If you have an enquiry or a request please contact the Information Governance Lead Fiona Went
dentalessence Haywards Heath/Newlands Dental Practice,
49 Hazelgrove Road, Haywards Heath RH16 3PH
Email: fiona@dentalessence.co.uk
Phone: 01444 452112

Data Opt-Out Policy (England)

How the NHS and care services use your information
dentalessence Haywards Heath/Newlands Dental Practice 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 www.nhs.uk/your-nhs-data-matters. 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:
www.hra.nhs.uk/information-about-patients (which covers health and care research);
and understandingpatientdata.org.uk/what-you-need-know (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 national data opt-out does not apply to our usage of your data and we are compliant with the policy.