Practice policies
Complaints Procedure
In this practice we take complaints very seriously indeed 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 customers' concerns in a caring and sensitive way.
1. The person responsible for dealing with any complaint about the service which we provide is Victoria Jones
2. 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 Victoria Jones immediately. If Victoria Jones is not available at the time, then the patient will be told when they will be able to talk to her and arrangements will be made for this to happen. The member of staff will take brief details of the complaint and pass them on. 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 the letter will be passed on immediately to Victoria Jones.
4. 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.
5. We will acknowledge the patient's complaint in writing and enclose a copy of this code of practice as soon as possible, normally within three working days. 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.
6. We will confirm the decision about the complaint in writing immediately after completing our investigation.
7. Proper and comprehensive records are kept of any complaint received.
8. If patients are not satisfied with the result of our procedure then a complaint may be made to:
For complaints about private treatment:
The Dental Complaints Service (08456 120 540)
The General Dental Council, (The Dentist registration body)
37 Wimpole Street,
London, W1M 8DQ
For complaints about NHS treatment:
NHS England
PO Box 16738
Redditch B97 9PT
Tel: 0300 311 2233
The Care Quality Commission at
Citygate,
Gallowgate,
Newcastle upon Tyne, NE14PA
Privacy Notice
The practice aims to meet the requirements of the Data Protection Act 2018, the United Kingdom General Data Protection Regulation (UK GDPR), the guidelines on the Information Commissioner's (ICO) website as well as our professional guidelines and requirements.
The data controller is Christopher Ainsworth (Freedom Mayfield Limited) the Information Governance Lead is Bethany Mallett The Data Protection Officer is Bethany Mallett
This Privacy Notice is available on the practice website at www.practice.com/privacynotice at reception, by email if you contact mayfielddentalcare@hotmail.com or by calling 01942 877130
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 respective
Personal data for the purposes of [direct mail/email/text/other] 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 if you are having NHS treatment.
Personal data is stored in the UK or EU whether in digital or hard copy format
Personal data is stored outside of the UK and/or EU in digital format when suitable safeguards have been put in place to allow personal data to be transferred
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 / other
For full details or where your data is stored, please ask to see Information Governance Procedures (M 217C).
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
Our Article 9 conditions 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
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 11 years and may be longer for complex records or to meet our legal requirements. The retention period for other personal data is 2 years after it was last processed. Details of retention periods are available in the Record Retention (M 215) 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 copy of the data we hold about you. Generally, we will not charge for this service
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 (M 217C) 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 in Sensitive Information Map, PIA and Risk Assessment (M 217Q) 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 (M 217M) and Information Governance Procedures (M 217C).
CCTV
The use of closed-circuit television at Mayfield Dental Care aims to comply with the UK General Data Protection Regulation, Data Protection Act 2018, the ICO data protection code of practice for surveillance cameras and personal information, and with GDC Standards. This policy is reviewed on an annual basis and should is read in conjunction with the Data Protection Policy (M 233-DPT). The CCTV system and the images produced by it are managed by the Practice Manager, Bethany Mallett. The data controller is Christopher Ainsworth .
CCTV has been installed in the practice for personal safety & security, The CCTV camera are in constant operation.
Images captured with CCTV will be kept securely and destroyed securely after 30 days. Images will only be used for the purposes for which they have been collected. However, it may be necessary to use information recorded on CCTV to assist with a disciplinary investigation where there is a clearly justifiable business case to do so.
CCTV cameras, which record data in the practice, are located in and cover the following areas:
Reception area covering the main entrance to the practice, downstairs waiting area and entrance to the back corridor.
Upstairs Landing covering the entrance to the surgeries, kitchen, office & waiting area.
Back yard covering the back entrance to the practice.
Comments, suggestions and complaints
Please contact the IG Lead at the practice for a comment, suggestion or a complaint about your data processing at mayfielddentalcare@hotmail.com, or 01942 877130 or by writing to or visiting the practice at 3 Mayfield Street, Atherton, Greater Manchester, M46 0BF . 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 (M 233-DPT), Consent Policy (M 233-CNS)
Sensitive Information Map, PIA and Risk Assessment (M 217Q), Information Governance Procedures (M 217C), Record Retention (M 215)
If you have an enquiry or a request, please contact the Information Governance Lead: Bethany Mallett
Mayfield Dental Care, 3 Mayfield Street, Atherton, M46 0BF
Email: mayfielddentalcare@hotmail.com ,
Phone: 01942 877130 .
Thank you.
Charter on Patient Safety
Our practice has a safety culture which means that patient safety is at the forefront of everyone's minds not only when delivering healthcare but also when setting objectives, developing procedures, purchasing new products and equipment. It is also a culture that is open and fair, where team members can discuss the challenges they face at work for the best interests of our patients. For patient safety we:
- Follow the latest infection prevention guidelines including those from NHS England
- Use dental instruments that are single use, or are sterilised after each patient use
- Decontaminate work areas including the dental chair, hand held equipment and cupboard handles, in between patients
- Maintain a high standard of personal hygiene including clinical clothing and the restricted wearing of jewellery
- Monitor practice water for quality. Dental unit waterlines are disinfected and kept clear
- Handle waste according to current regulations and dispose of it with appropriate carriers
- Take expert advice if a team member may have a blood borne infection. The team member will have an occupational health examination and follow professional advice on their role in treating patients
- All our team members are trained in safeguarding of children and vulnerable adults and follow the practice safeguarding procedures, which are regularly monitored and reviewed.
As a member of CODE, the practice is kept up to date with the latest guidelines, good practice and regulations. We run a continuous improvement programme called iComply.
As the Practice Owner, I have overall responsibility for the practice. I lead and support the team through regular meetings, staff training, personal development and regular appraisals.
We always welcome questions, comments and suggestions from patients and the team. Please contact Bethany Mallett the Practice Manager, if we can help you in any way.
Yours faithfully,
Christopher Ainsworth ,
The Practice Owner.