COMPLAINTS PROCEDURE

This Practice has an effective complaints system in place to ensure that identifying, receiving, recording, handling and responding to any comments, observations or complaints occurs within a strict timeframe and in such a way that you can be confident that you will be listened to and responded to without fear of discrimination. Any complainant can be assured that they will be treated in a sensitive manner and that the complaint can be made by a variety of methods either verbally, by sign language or in writing.

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Data Protection

This practice collects and stores information and is therefore legally obliged to ensure that all personal data is protected. Oaklands Dental Care 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.

This policy is upheld by all staff members and enforced by Data Protection Officer and Practice Data Controller: David Coppock and Natalie Coppock.

Patients have the right of access to their health records held on paper or on computer and to receive a copy, or they may authorise a third party, such as a lawyer, to do so on their behalf. 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 David Coppock. We will provide a copy of the record as soon as possible and within 30 days at the latest.

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Emergency Care Arrangements

All members of the dental team have an ethical duty to put patient safety first. Employees are required to, and visitors encouraged to, report any shortcomings in health & safety arrangements, and dangerous situations. Equipment is used in accordance with training and instruction, and staff members are to take reasonable care of their own health & safety and those of others who may be affected by their acts or omissions.

FIRE SAFETY

All staff in the practice are aware of the evacuation procedures and the arrangements for calling the fire brigade. Escape routes are displayed in each surgery and communal areas, and fire doors are installed and labelled. Fire drills are completed on a regular basis and extinguishers inspected annually..

Medical Emergencies

We have an appointed First Aider for the practice, and all staff members are aware of the location of the First Aid kit.

Medical emergency drugs and equipment are all kept together and labelled. All staff members complete annual medical emergency training.

Please note: parking on the driveway in front of the practice is prohibited so as to ensure emergency vehicles have access.

Standards for dental professionals

The staff of Oaklands Dental Care adhere to the rules governing the profession, set out by the General Dental Council.

The 9 Principles include:

1. Put patients’ interests first

2. Communicate effectively with patients

3. Obtain valid consent

4. Maintain and protect patients’ information

5. Have a clear and effective complaints procedure

6. Work with colleagues in a way that is in patients’ best interests

7. Maintain, develop and work within your professional knowledge and skills

8. Raise concerns if patients are at risk

9. Make sure your personal behaviour maintains patients’ confidence in you and the dental profession

Read More About These Principles on the GDC Website