Bottesford Dental Practice - Cosmetic Dentistry in a Relaxing Atmosphere
Rights and Responsibilities
 
As a patient you are entitled to:-
 
  • A thorough examination of your facial skin, mouth, teeth & gums
  • A full explanation of treatment options
  • A written costed treatment plan
  • A display of NHS & Private charges
  • Advice on how to look after your mouth
  • Information regarding the practice and the services available
  • Make a complaint if you are not happy with your treatment and care
 
You are responsible for:-
 
  • Giving at least 24 hrs notice of changing/cancelling an appointment - Surgery time will be charged for if adequate notice is not given or appointments are missed. If 3 or more appointments are missed (or if you are a new patient your 1st appointment) then we may no longer be able to treat you. 
  • Following professional advice to prevent tooth decay and gum disease
  • Paying a suitable deposit at the start of treatment and any remaining bill promptly on the last appointment
  • Bringing proof of entitlement to help with NHS charges
  • Treating our staff with courtesy and respect - We refuse to treat patients who are violent, abusive, fail to pay their bills or do not cooperate during treatment and will inform the patient and NHS is writing
 
Your dental records will remain confidential and secure, however we may need to release them to NHS North Lincolnshire or NHS Business Services Authority as part of our clinical review process. We will try contact you first to obtain your consent.


Complaints code of practice

In this practice, we take complaints seriously to ensure that our service meets expectations. All complaints are dealt with courteously and promptly to resolve the matter as quickly as possible.
Our aim is to react to complaints and learn from every mistake that we make. We respond any concerns in a caring and sensitive way.

Dr Mary Dawson is available to discuss any aspect of our service. Our Complaints are handled by Leanne Wilson complaints manager we follow the code of practice complaints. If you are not happy with the results of our investigation then you can refer your complaint to:                   

For complaints about NHS treatment:
Local Complaints Advocacy North Lincolnshire: Cloverleaf Advocacy, Ashby clinical, Collum Lane, Scunthorpe, Lincolnshire, DN16 2SZ (email northlincs@cloverleaf-advocacy.co.uk or 01724 854952)
NHS England, North Yorkshire & Humber Office, Unit 3, Alpha Court, Monks Cross, York, North Yorkshire, Y032 9NW (0113 8251 986)
NHS England, PO Box 16738, Redditch B97 9PT (email:England.contactus@nhs.net)
The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank, London, SW1P 4QP (0345 0154 033 or www.obudsman.org.co.uk).

For Complaints about Private treatment:
Dental Complaints Service, Stephenson House, 2 Cherry Orchard Road, Croydon, CR0 6BA (0845 6120 540). 02082530800
General Dental Council, 37 Wimpole Street, London, W1M 8DQ

For Denplan Complaints:
The Head of Customer Services, Denplan Limited, Denplan Court, Victoria Road, Winchester, S023 7RG. (0800401402 email:customerralations@denplan.co.uk)

Data Protection Privacy

In providing your dental care and treatment we will ask for information about you and your health. Occasionally we may receive information from other providers who have been involved in providing your care. This privacy notice describes the type of personal information we hold, why we hold it and what we do with it.

About Us
We are Bottesford Dental Practice operating at 35-37 Queenswood Road, Bottesford, Scunthorpe, North Lincolnshire, DN16 3QS
Dr Mary Dawson is responsible for keeping secure the information about you that we hold. Those at the practice who have access to your information include dentists and other dental professionals involved with your care and treatment and the reception staff responsible for the management and administration of the practice.
Our data protection officer Dr Mary Dawson ensures that the practice complies with the data protection requirements to ensure that we collect, use, store and dispose of your information responsibly. You can contact our data protection officer Dr Mary Dawson by email at bottesford.dental@outlook.com or by phone on 01724 868099

Information that we hold
We can only keep and use information for specific reasons set out in the law. If we want to keep and use information about your health we can only do so in particular circumstances. Below we describe the information we hold and why and the lawful basis for collecting and using it.

Contact details
We hold personal information about you including your name, date of birth, national insurance number, NHS number, address, telephone number and email address. This information allows us to fulfil our contact with you to provide appointments. We will also use the information to send you reminders and recall appointments as we have a legitimate interest to ensure your continuing care and to make you aware of our services. 

Dental records
We hold information about your dental and general health, including
  • Clinical records made by dentists and other dental professionals involved in your care and treatment.
  • X-rays, clinical photographs, digital scans of your mouth and teeth, and study models
  • Medical and dental histories
  • Treatment plans and consent
  • Notes of conversations with you about your care
  • Dates of your appointments
  • Details of any complaints you have made and how these complaints were dealt with
  • Correspondence with you and other health professionals or institutions        
We collect and use this information to allow us to fulfil our contract with you to discuss your treatment options and provide dental care that meets your needs. We also use this information for the legitimate interest of ensuing the quality of the treatment we provide.

Financial information
We hold information about the fees we have charged, the amounts you  have paid and some payment details. The information forms part of our contractual obligation to you to provide dental care and allows us to meet legal financial requirements.

Where your dental care is provided under the NHS, we are required to complete statutory forms to allow payments to processed. This is an NHS requirements.

How we use your information
To provide you with dental care and treatment that you need we require up-to-date and accurate information about you.
We will share your information with the NHS and Denplan Simplyhealth in connection with your dental treatment.
We may contact you to conduct patient surveys or to find out if you are happy with the treatment you received for quality control purposes.
We will seek your preference for how we contact you about your dental care. Our usual methods are telephone, email or letter.

CCTV
We have CCTV at the practice for the purposes of patient and staff safety. Please see our policy for CCTV for further details.

Sharing Information
Your information ids normally used only by those working at the practice but there may be instances where we need to share it- for example with
  • Your doctor
  • The hospital or community dental services or other health services or other health professionals caring for you
  • Specialist dental or medical services to which we may refer you
  • NHS payment authorities
  • The Department for Work and Pensions and its agencies, where you are claiming exemption or remission from NHS charges
  • Dental laboratories
  • Debt collection agencies
  • Private dental schemes of which you are a member
We will only disclose your information on a need-to-know basis and will limit any information that we share to the minimum necessary. We will let you know in advance if we send your medical information to another medical provider and we will give you the details of that provider at the time.
In certain circumstances or if required by law, we may need to disclose your information to a third party not connected with your health care, including HMRC or other law enforcement or government agencies. 

Keeping your information safe
We store your personal information securely on our practice computer system and in a manual filing system. Your information cannot be accessed by those who do not work at the practice, only those working at the practice have access to your information. They understand their legal responsibility to maintain confidentiality and follow practice procedures to ensure this. 
We take precautions to ensure security of the practice premises, the practice filing systems and computers.
We use high-quality specialist dental software to record and use your personal information safely and effectively. Our computer system has a secure audit trail and we back-up information routinely.
We keep your records for 10 years after the date of your last visit to the practice or until you reach the age of 25 years, whichever is longer. At your request we will delete non- essential information ( for example some contact details) before the end of this period.
 
Access to your information and other rights
You have the right to access the information that we hold about you and to receive a copy. We do not usually charge you for copies of your information; if we pass on a charge we will explain the reasons.

You can also request us to
  • Correct any information that you may believe is inaccurate or incomplete. If we have disclosed that information to a third party, we will let them know about the change.
  • Erase information we hold.  For legal reasons we may be unable to erase certain information (for example , information about your dental treatment). However we can, if you ask us to delete some contact details and othernon-clinical information.
  • Stop using your information- for example, sending your reminders for appointments or information about our service. Even if you have given us consent to send you marketing information, you may withdraw that consent at any time.
  • Stop using information if you believe the information is inaccurate or you believe we are using your information illegally.
  • Supply your information electronically to another dentist.
If we are relying on your consent to use your personal information for a particular purpose you may withdraw your consent at any time and we will stop using your information for that purpose.

All requests should be made by email or letter to our data protection officer Dr Mary Dawson at bottesford.dental@outlook.com

If you do not agree
If you do not wish us to use your personal information as described, you should discuss the matter with your dentist. If you object to the way that we collect and use you information, we may not be able to continue to provide your dental care.

If you have any concerns about how we use your information and do not feel able to discuss it with your dentist or anyone at the practice at he practice, you should contact The Information Commissioner's Office (ICO), Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF (03031231113 or 01652 545745)

Date March 2019