POLICIES

POLICIES - JANUARY 2021

 

M Dhuna Dental Surgery - Privacy Notice

We are a Data Controller under the terms of the Data Protection Act 2017 and the requirements of the EU General Data Protection Regulation.

 

This Privacy Notice explains what Personal Data the practice holds, why we hold and process it, who we might share it with, and your rights and freedoms under the Law.

Types of Personal Data

 

The practice holds personal data in the following categories:

  1. Patient clinical and health data and correspondence.

  2. Staff employment data.

  3. Contractors’ data.

 

Why we process Personal Data (what is the “purpose”)

 

“Process” means we obtain, store, update and archive data.

  1. Patient data is held for the purpose of providing patients with appropriate, high quality, safe and effective dental care and treatment.

  2. Staff employment data is held in accordance with Employment, Taxation and Pensions law.

  3. Contractors’ data is held for the purpose of managing their contracts.

What is the Lawful Basis for processing Personal Data?

 

The Law says we must tell you this:

  1. We hold patients’ data because it is in our Legitimate Interest to do so. Without holding the data, we cannot work effectively. Also, we must hold data on  care and treatment as it is a Public Task required by law.

  2. We hold staff employment data because it is a Legal Obligation for us to do so.

  3. We hold contractors’ data because it is needed to Fulfil a Contract with us.

 

Who might we share your data with?

 

We can only share data if it is done securely and it is necessary to do so.

  1. Patient data may be shared with other healthcare professionals who need to be involved in your care (for example if we refer you to a specialist or need laboratory work undertaken).  Patient data may also be stored for back-up purposes with our computer software suppliers who may also store it securely

  2. Employment data will be shared with government agencies such as HMRC.

 

 

Your Rights

 

You have the right to:

  1. Be informed about the personal data we hold and why we hold it.

  2. Access a copy of your data that we hold by contacting us directly: we will acknowledge your request and supply a response within one month or sooner.

  3. Check the information we hold about you is correct and to make corrections if not

  4. Have your data erased in certain circumstances.

  5. Transfer your data to someone else if you tell us to do so and it is safe and legal to do so.

  6. Tell us not to actively process or update your data in certain circumstances.

 

How long is the Personal Data stored for?

 

  1. We will store patient data for as long as we are providing care, treatment or recalling patients for further care. We will archive (that is, store it without further action) for as long as is required for legal purposes as recommended by trusted experts recommend, (10 Years)

  2. We must store employment data for six years after an employee has left.

  3. We must store contractors’ data for seven years after the contract is ended.

 

What if you are not happy or wish to raise a concern about our data processing?

 

You can complain in the first instance to our Data protection Lead, who is Manoj Dhuna  and we will do our best to resolve the matter.  If this fails, you can complain to the Information Commissioner at www.ico.org.uk/concerns or by calling 0303 123 1113.

Consent Policy

 

M Dhuna Dental Surgery follows the GDC guidelines Standards for the Dental Team: ‘Principle 3, Obtain Valid Consent’. We treat patients politely and with respect, in recognition of their dignity and rights as individuals. We also recognise and promote our patients’ responsibility for making decisions about their bodies, their priorities and their care and make sure we do not take any steps without a patient’s consent (permission).

The clinical team member will always obtain valid consent before starting treatment or physical investigation, or providing personal care for a patient, because patients have a right to choose whether or not to accept advice or treatment. Clinical team members are adequately trained to ensure that the patient has:

  • Enough information to make a decision (informed consent)

  • Made a decision (voluntary decision-making)

  • The ability to make an informed decision (capacity)

 

The nature of treatment  and all charges are clarified to the patient before it commences and the patient is provided with a written treatment plan and cost estimate. All team members are aware that:

 

  • Once the consent has been given it may be withdrawn at any time

 

  • Giving and getting consent is a process, not a one-off event. It is an ongoing discussion between the clinician and the patient

 

  • It is necessary to find out what the patient wants to know, as well as saying what the clinician thinks the patient needs to know. Examples of information which patients may want to know include: why a proposed treatment is necessary; the risks and benefits of the proposed treatment; what might happen if the treatment is not carried out and alternative forms of treatment, their risks and benefits, and whether or not the treatment is considered appropriate

  • If an estimate has been agreed with a patient, but it is necessary to change the treatment plan, the patient’s consent to any further treatment and extra cost will always be obtained prior to providing the changed treatment. This will be achieved by the provision of an amended written treatment plan and estimate

 

Everyone aged 16 or over is presumed to have capacity to make their own decisions unless it can be shown that they lack capacity to make a particular decision at the time it needs to be made. If the treating clinician thinks that someone lacks capacity to make a treatment decision, he will carry out a mental capacity assessment and, if appropriate, make a decision in the person’s best interests.  We have a Mental Capacity Assessment to provide a record of how a treatment decision was reached.

 

Children’s consent

A child is a person under 18                                                                                                          

Children aged 16 and over are presumed to have capacity and able to consent or, refuse to treatment in their own right. If the practitioner thinks a child aged 16 or over may lack capacity, a mental capacity assessment will be carried out and the results recorded in the clinical notes.

 

If a child is under 16, it is the first choice to obtain the consent of the parent or carer. But for various reasons this may not be possible. A child who is under 16 can give consent if the practitioner considers that the child is ‘Gillick competent’.

Code of practice for patient complaints

 

In this practice we take complaints very seriously and try to ensure that all our patients are pleased 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 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 patients’ concerns in a caring and sensitive way.

 

  1. The person responsible for dealing with any complaint about the service that we provide is The Practice Manager, the practice Complaints Manager.

 

  1. If a patient complains by telephone or in person, we will listen to their complaint and offer to refer him or her to the Complaints Manager immediately. If the Complaints Manager is not available at the time, then the patient will be told when they will be able to talk to the Complaints Manager and arrangements will be made for this to happen. The member of staff will make a written record of your complaint and provide the patient with a copy as well as passing it on to the Complaints Manager. 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.

 

  1. If the patient complains in writing or by e-mail it will be passed on immediately to the Complaints Manager.

 

  1. 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.

 

  1. We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice as soon as possible, normally within 3 working days. We will offer to discuss the complaint at a time agreed with the patient, asking how the patient would like to be kept informed of developments, for example, by telephone, face to face meetings, letters or e-mail. We will inform the patient about how the complaint will be handled and the likely time that the investigation will take to be completed. If the patient does not wish to discuss the complaint, we will still inform them of the expected timescale for completing the process.

 

  1. We will seek to investigate the complaint speedily and efficiently and we will keep the patient regularly informed, as far as is reasonably practicable, as to the progress of the investigation. Investigations will normally be completed within six months.

 

  1. When we have completed our investigation, we will provide the patient with a full written report. The report will include an explanation of how the complaint has been considered, the conclusions reached in respect of each specific part of the complaint, details of any necessary remedial action and whether the practice is satisfied with any action it has already taken or will be taking as a result of the complaint.

 

  1. 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

 

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

  • If you have concerns with the treatment or service you’ve received from your dental practice, you’ll need to contact them in the first instance to see if they can resolve things for you. It’s best if you keep a record of your correspondence with them. If you don’t receive a response from the practice, or you’re not happy with the outcome, let us know and we’ll refer you to our impartial mediation service. To do this, contact us on 0800 401402 between 8.30am and 5.00pm Monday to Friday or email DenplanCustomer.Relations@simplyhealth.co.uk

  • Dental Complaints Service, Stephenson House, 2 Cherry Orchard Road, Croydon CR0 6BA (Telephone: 08456 120 540) for complaints about private treatment

  • The General Dental Council, 37 Wimpole Street, London, W1M 8DQ the dentists’

 

M DHUNA DENTAL SURGERY

01268553315 (Option 1)

11 Southview Rd, Basildon SS16, UK

CREATED & DESIGNED BY AJAY DHUNA 2021