Data Protection Privacy Notice

We will keep your records safely. This Practice complies with the Data Protection Act (1998) and General Data Protection Regulation (GDPR) 2018. This means that we will ensure that your information is processed fairly and lawfully.

What personal information do we need to hold?

• Your past and current medical & dental condition; personal details such as your age, address, telephone numbers, email address & medical practitioner details

• Radiographs, clinical photographs & study models

• Information about treatment we have provided or propose and it's cost

• Notes of conversations or incidents that might occur for which a record needs to be kept, records of consent to treatment

• Any correspondence relating to you with your dentists and specialists, with health care professionals, for example, anaesthetists and those in the hospital or community services

Why do we hold this information?

We need to keep accurate personal data about patients in order to provide you with safe & appropriate dental care.

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 at least 11 years or until age 25, whichever is longer.

Security

Your information is held in the practice's computer system and written records. The information is only accessible to authorised personnel. Personal information will not be removed from this practice without the patient's authorised consent.
Your Personal information is carefully protected by the staff at this practice. All access to information is held securely and computer records are password protected and regularly backed-up. Computer data is encrypted.

Why we may need to disclose your information.

In order to provide proper and safe care to:

• Other health professionals caring for you

• Private dental schemes of which you are a member

• If you appoint a third party to make appointments on your behalf - we will require your consent in advance and will disclose only the information necessary to manage your appointments.

Disclosure will take place on a 'need to know' basis, so that only those individuals/organisations who need to know in order to provide care to you and the proper administration of Government (whose personnel are covered by strict confidentiality rules) will be given the information. Only information that the recipient needs to know will be disclosed.

In very limited circumstances or when required by law or 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.

Access to your records

You have the right of access to the data that we hold about you and to receive a copy. Parents may access their child's records if this is in the child's best interests and not contrary to a competent child's wishes. Formal applications for access must be in writing to the Practice Manager.

If you do not agree

If you do not wish personal data that we hold about you to be disclosed or used in the way that is described in this Code of Practice, please discuss the matter with your dental practitioner. You have the right to object; however this may affect our ability to provide you with dental care.

You have a right to withdraw your consent at any time, however this will not be retrospective.

Complaints Policy

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, we investigate 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.

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.

Adam Sapera is the Complaints Manager and will be your personal contact to assist you with any complaints. If your verbal complaint is not resolved to your satisfaction within 24 hours or if you complain in writing, the Complaints Manager will acknowledge it in writing within 3 working days and will aim to provide a full response in writing as soon as practical.

If the Complaints Manager is unavailable, we will take brief details about the complaint and will arrange for a meeting when the person is next available. We will keep comprehensive and confidential records of your complaint, which will be stored securely and only be accessible only by those who need to know about your complaint.

If the complaint investigation takes longer than anticipated the Complaints Manager 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 to 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 it further, please see the contacts below.

Contacts

For private dental treatment 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 by calling 020 8253 0800 or visiting www.dentalcomplaints.org.uk

You can also contact The Care Quality Commission (CQC) who regulate dental care services in England by calling 03000 616161. They can take action against a service provider that is not meeting their standards.

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