Dental Studio Policies

Cygnet House Dental Studio Ltd

 Practice Complaints Procedure – Information for Patients

 If you have a complaint or concern about the service you have received from the dentists or any of the staff working in this practice, please let us know.  We operate a practice complaints procedure.  Our complaint system adheres to national criteria.

 How to Complain

 We hope that most problems can be sorted out easily and quickly, at the time they arise and with the person concerned.  If your problem cannot be sorted in this way and you wish to make a complaint, we would like you to let us know as soon as possible – ideally, within a matter of days or at most a few weeks – because this will enable us to establish what happened most easily.  If it is not possible to do that, please let us have details of your complaint:

·         within 6 months of the incident that caused the problem; or

·         within 6 months of discovering that you have a problem, provided this is within 12 months of the incident.

 Complaints about the treatment you received should be made to the dentist who normally sees you.  Alternatively, you may ask for an appointment with the Practice Manager in order to discuss your concerns.  She will explain the complaints procedure to you and will ensure that your concerns are dealt with promptly.  It will help if you are as clear as possible about your complaint.

 What We Shall Do

 We shall acknowledge your complaint within 2 working days and aim to have looked into your complaint within 10 working days of the date when you raised it with us.  We shall then be in a position to give you an explanation, or offer a meeting with those involved.

In investigating your complaint, we shall aim to:

·         find out what happened and what went wrong

·         enable you to discuss the problem with those concerned, if you would like this;

·         ensure you receive an apology, where this is appropriate;

·         identify what we can do to make sure the problem does not happen again.

 Complaining on Behalf of Someone Else

 Please note that we keep strictly to the rules of confidentiality.  If you are complaining on behalf of someone else, we have to know that you have the permission to do so.  A note signed by the person concerned will be needed, unless that are incapable of providing this because of physical or mental illness or are a child under 16 years.

Complaining to Dental Complaints Service

 We hope that, if you have a problem, you will make use of our practice complaints procedure.  We believe this will provide the best chance of putting right whatever has gone wrong and an opportunity to improve our practice.  However this does not affect your right to complain to the Dental Complaints Service, if you feel you cannot raise your complaint with us or you are dissatisfied with the result of our investigation.  If you wish further advice you should contact:

 Dental Complaints Service

Stephenson House

2 Cherry Orchard Road



Tel. 020 8253 0800

 E-mail:  info@dental

 You may also like to contact The General Dental Council for more advice

 The General Dental Council

37 Wimpole Street



Tel. 020 7887 3800


 For those patients registered with this practice with Denplan can contact Denplan by telephone for advice:


Tel. 0800 169 7220

 Date Compiled:       30.03.12

Review Date:           05.05.16

Date for Review:     05.05.17




Practice data protection code of practice

for patients

Keeping your records

 This practice complies with the 1998 Data Protection Act and this policy describes our procedures for ensuring that personal information about patients is processed fairly and lawfully.  These provisions apply to personal data held on an employee’s personal file or on any associated or computerised record.

 What personal data do we hold?

 To provide you with a high standard of dental care and attention, we need to hold personal information about you.  This personal data includes:

 ·         your past and current medical and dental condition; personal details such as your age, national insurance number/NHS number, address, telephone number and your general medical practitioner

·         radiographs, clinical photographs and study models

·         information about the treatment that we have provided or propose to provide and its cost

·         notes of conversations/incidents about your care, for which a record needs to be kept   

·         records of consent to treatment

·         correspondence relating to you with other health care professionals, for example in the hospital or community services.

 Key Principles


Where data is held under the provisions of the Data Protection Act 1998, we will ensure that personal data is:


§  Fairly and lawfully processed;

§  Processed for specified purposes;

§  Adequate, relevant and not excessive;

§  Accurate;

§  Not kept for longer than is necessary;

§  Processed in accordance with individuals rights;

§  Secure;

§  Not transferred to countries without adequate protection.


Why do we hold information about you? 

 We need to keep comprehensive and accurate personal data about our patients in order to provide them with safe and appropriate dental care.


How we process the data

 We will process personal data that we hold about you in the following way:

 Retaining information

We will retain your dental records while you are a practice patient and after you cease to be a patient, for at least 11 years or for children until age 25, whichever is the longer.

 Security of information

Personal data about you is held in the practice’s computer system and/or in a manual filing system.  The information is not accessible to the public; only authorised members of staff have access to it.  Our computer system has secure audit trails and we back up information routinely.

 Disclosure of information

To provide proper and safe dental care, we may need to disclose personal information about you to:

 ·         your general medical practitioner

·         the hospital or community dental services

·         other health professionals caring for you

·         NHS payment authorities

·         the Inland Revenue

·         the Benefits Agency, where you are claiming exemption or remission from NHS charges

·         private dental schemes of which you are a member.

 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 for the proper administration of Government (whose personnel are covered by strict confidentiality rules) will be given the information.  Only that 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.

 Your Rights

 §  Where consent is required, we will obtain your consent before processing data that relates to you. 

 §  You are entitled, upon request, to be informed whether personal data about you is being processed, and to be provided with a description of the data, any information available as to its source (if known), the purposes for which it is being processed, and details of the recipients to whom it is being disclosed. We will provide this information upon request although we reserve the right to make a charge for providing this information. In certain circumstances and upon request, we will stop processing personal data about you if it is likely to cause substantial damage or distress to you or someone else. Any requests relating to the above should be made in writing to our Data Protection Officer Mitchell Clark.

 §  We will endeavour not to make any decisions that significantly affect you which are based solely on automatic processing of personal data.  However, where such a decision is made, you will be informed of the way in which the decision was made and be given an opportunity to make representations to challenge the decision.  In such circumstances, we will consider your representations and review the decision with a view to ensuring that a correct and fair decision is made.


You have the right of access to the data that we hold about you and to receive a copy.  Access may be obtained by making a request in writing and the payment of a fee for access of up to £10 (for records held on computer) or £50 (for those held manually or for computer-held records with non-computer radiographs). We will provide a copy of the record within 40 days of receipt of the request and fee (where payable) and an explanation of your record should you require it.

 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 dentist. You have the right to object, but this may affect our ability to provide you with dental care.

 Version No: 2

 Date Compiled: 11/12/10 

 Date reviewed: 05.11.15

 Next review: 05.11.16

Cygnet House Dental Studio Ltd

Equality, Diversity and Human Rights Policy

 This practice recognises and conforms to the principles of the European Convention on Human Rights, particularly Article 14, and the Human Rights Act 1998 by creating an environment where all our patients and staff are treated with dignity and respect. This policy sets down our approach to equality, discrimination, diversity and human rights as it applies to all our patients and staff

The person with responsibility for considering and taking action if any instances breach this policy is:

 Hayley Hook

 Discrimination is any form of unfavourable treatment. We recognise that any discrimination is harmful and is, in many cases, illegal.

 Sex discrimination is any form of treatment which is unfavourable and which is gender or marital related. Discrimination according to sex is illegal under the terms of the Sex Discrimination Act 1975. The Act applies equally to both men and women. Sex discrimination is when one person is treated less favourably on the grounds of his or her sex than a person of the other sex would be treated under similar circumstances and can be direct or indirect.

 Sexual harassment is a form of sexual discrimination. It can be defined as unwanted conduct of a sexual nature or other conduct based on sex which affects the dignity of those who work in or who attend the practice. This can include unwelcome physical or verbal conduct.

 Race discrimination is any form of treatment which is unfavourable and which is related to colour, race or nationality. Discrimination according to race is illegal under the terms of the Race Relations Act 1976 and can be direct or indirect.

 Racial harassment is a form of racial discrimination and might involve racist jokes or insults etc.

 Religious discrimination is where a person is treated less favourably because of his or her religious beliefs. The Fair Employment Act 1989 enables employees who feel that they have been discriminated against on the grounds of religious belief or political opinion to take action against an employer.

 Disability discrimination is where a person is treated less favourably because of disability. Occasionally a disability can limit a person’s capability for some forms of employment. Discrimination occurs when the treatment of the individual is unfavourable taking into account the disability.

 Age discrimination is where a person is treated less favourably on the grounds of age. The Employment and Equality (Age) Regulations 2006 requires employers to foster a workplace culture in which discrimination and harassment, on the grounds of age, are unacceptable. Employers are also required to lay down procedures to enable employees to work past the age of 65 if they so wish.

 Harassment is a form of discrimination where a person is made to feel uncomfortable because of their sex, race, disability, age or religion. It may involve action, behaviour, comments or physical contact which is found offensive, objectionable or intimidating by the recipient.

 Victimisation is when the employer treats an employee less favourably than other employees are treated because he or she has brought or threatens to bring proceedings, or give evidence or information against an employer with reference to the Sex Discrimination, Race Relation or Equal pay Acts.

 The right to have equal pay provides equality in terms of an employee’s contract where he or she is employed to perform work which is rated equivalent to that performed by a member of the opposite sex.

 Through this policy, through training and by example, we wish to demonstrate that we do not tolerate any form of discrimination by anyone working at this practice against patients or other members of staff. Specifically, we aim to prevent discrimination by:


  • We recognise all our patients as individuals with diverse needs
  • We will aim to accommodate the needs of our patients relating to any disability wherever possible
  • We will respect the rights and dignity of all our patients
  • We invite comments regarding improvements to the provision of our services in relation to patients with disabilities


  • When applying for a role with this practice, our decisions will be based on skills, qualifications and experience and on who is most suitable for the job
  • Meet any needs you may have at interview and during employment wherever possible
  • Ensure that all staff have equal opportunity to take part in ongoing training and development

 If you feel that you are the subject of discrimination or harassment, or become aware that a/another member of staff, a patient or other person in the practice may be violating the principles contained in this policy, in the first instance you should let the perpetrator know how you feel verbally or in writing asking him or her to stop the behavior. The practice takes all allegations and reports of incidents seriously. Keep a record of the incident/s, raise the issue with Hayley Hook and if the matter is not resolved, submit a written complaint.