Practice Policies

The Importance of Policies in Dental Care.Policies play a crucial role in ensuring the smooth and effective functioning of any organization, and Dore Dental Care is no exception. As a renowned dental clinic that focuses on providing exceptional care to our patients, it is imperative for us to have well-defined policies in place. These policies act as guidelines that govern various aspects of our operations, encompassing everything from patient care to employee conduct. 
Firstly, policies set clear expectations for both our staff and patients. By establishing a set of guidelines, everyone involved knows what is expected of them and can perform their duties in a consistent and efficient manner. This ensures a standardized level of service and helps maintain the highest standards of patient care. 
Secondly, policies provide a framework for decision-making. They serve as reference points for addressing challenges or handling specific situations. By having predefined policies in place, our staff can make informed decisions that align with our core values. This consistency and uniformity enable us to deliver quality care to our patients and maintain the trust they have placed in us.
Furthermore, policies also promote fairness and equality within our dental care setting. We have comprehensive policies in place that outline our commitment to treating all patients with respect, regardless of their age, gender, race, or socioeconomic background. These policies ensure that every patient receives equal care and support, fostering an inclusive environment that is free from discrimination.
Moreover, policies help to mitigate potential risks and ensure legal compliance. In the field of dentistry, it is essential to adhere to strict regulations and ethical standards. Our policies are designed to safeguard the privacy and confidentiality of patient information, maintain a safe and hygienic environment, and adhere to relevant legal and professional standards. By doing so, we prioritize the well-being and safety of our patients while protecting ourselves against unnecessary risks and liabilities.
Lastly, policies foster a culture of accountability and professionalism. They establish a clear code of conduct for all members of our team. Our policies outline expectations regarding punctuality, dress code, communication protocols, and professional behavior. This promotes a positive work environment, instills a sense of responsibility, and ensures that everyone is working towards a common goal of providing outstanding dental care.
In conclusion, policies are crucial in upholding the values, standards, and smooth operations of Dore Dental Care. They provide a clear structure, facilitate decision-making, promote fairness and equality, ensure legal compliance, and foster accountability. By adhering to our policies, we can consistently deliver exceptional care to our patients and maintain our position as a trusted dental care provider.

Our Policies

Zero Tolerance

We strongly support the NHS policy on zero tolerance. Anyone attending the surgery who abuses Dentists,Dental Nurses any other staff member or other patients be it verbally,physically or in any threatening manner whatsoever, will risk removal from the practice list. In extreme cases we may summon the police to remove offenders from the practice premises.

further polices will be added in the coming weeks

Our Policies

Data protection privacy notice for patients

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 Dore Dental Care operating at 27, Causeway Head Road, Dore, Sheffield, S17 3DR.

Sanraj Dulay 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, Sanraj Dulay, ensures that the practice complies with data protection requirements to ensure that we collect, use, store and dispose of your information responsibly. You can contact our data protection officer, Sanraj Dulay, by email at contactus@doredentalcare.co.uk or by phone on 0114 236 8402.

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 contract 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 with 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 ensuring 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. This 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 terms of the NHS, we are required to complete statutory forms to allow payments to be processed. This is an NHS requirement.
How we use your information
To provide you with the 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 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.
Sharing information
Your information is 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 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 that 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.
National data opt-out policy
Dore Dental Care is one of many organisations working in the health and care system to improve care for patients and the public.
Whenever you use a health or care service (A&E or community care services, for example), personal information is collected and stored on your patient record to ensure that you receive the best and most appropriate care and treatment. The information collected can also be used by and provided to other organisations for purposes beyond your individual care, for example, to provide better health and care for you, your family and future generations by:
Improving the quality and standards of care provided
Research into the development of new treatments
Preventing illness and diseases
Monitoring safety
Planning services.
Information about your health and care is confidential and can only be used where allowed by law. Mostly, information used for research and planning is anonymised so that you cannot be identified; your confidentiality is maintained.
You can choose whether you want your confidential information to be used in this way. If you are happy with this use of your information, you do not need to do anything. If you wish to opt out, your confidential information will be used only to support your individual care.
You can register your choice and find out more at nhs.uk/your-nhs-data-matters – including
What is meant by ‘confidential patient information’
Examples of when confidential patient information is used for individual care and examples of when it is used for purposes beyond individual care
The benefits of sharing data and who uses it
How your data is protected
Situations where opt-out will not apply
You can change your choice at any time.
Your information will not be shared with insurance companies or used for marketing purposes without your specific agreement.
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 11 years after the date of your last visit to the Practice or until you reach the age of 25 years, whichever is the 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 a 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 believe is inaccurate or incomplete. If we have disclosed that information to a third party, we will let them know about the change.
Erase some of the 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 other non-clinical information.
Stop using your information – for example, sending you 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 to our the practice manager at contactus@doredentalcare.co.uk
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 your 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 you do not feel able to discuss it with your dentist or anyone at the practice, you should contact The Information Commissioner’s Office (ICO), Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF (0303 123 1113 or 01625 545745).

Policy for Non-Attendance

Fail To Attend (FTA): It is the policy of Dore Dental Care that the issue of repeated missed

appointments and short notice cancelled appointments will be addressed and auctioned by practice.

Definition of a ‘failure to attend’ (FTA) : patients that have missed or have NOT

cancelled/rescheduled at least 24 hours in advance of their pre-booked appointment (exceptional

circumstances are at the discretion of the practice.)

We ask patients to give at least 24 hours’ notice that gives the practice a chance to allocate the

appointment to other patients, some of whom may require urgent care.

All failures to attend or Short notice cancellations not informing the practice of wanting to

cancel/reschedule at least 24 hours prior to appointment will be documented in the patient’s

file/record. Under the National Health Dental Charges regulations, the practice will NOT be able to

charge NHS patients for failing to attend.

A 1st failure to attend -will result in a written and/or verbal communication being given. The

patient will be given the opportunity to rebook the appointment. They will also be advised by the

dental team that in accordance with PCT policy and General Dental Services Regulations 2005,

Schedule 3 Part 1 (5), they risk refusal of completion of the NHS course of treatment at the

practice.

A 2nd failure to attend - If a patient continually fails to attend appointments and misses 2 or more

appointments, given less than 24 hours’ notice, “the practice may feel this constitutes an irrevocable

breakdown in relations”. Under the NHS (General Dental Services) Regulations 2005, Schedule 3 Part

1 (5) and the patient may therefore be refused further NHS treatment at the practice. Resulting in

being removed from the NHS patient list.

-If a new patient fails to attend their 1st appointment, we reserve the right to refuse further

appointments on the NHS at our practice.

-If a patient arrives late for an appointment, the appointment may not go ahead on the day. The

appointment will be marked as a Failed To Attend (FTA). If a patient contacts the practice to say they

are running late it is advised that you can’t be any more than 5 minutes late. If that late arrival time is

over 5 minutes the appointment will be marked as a Failed To Attend (FTA).

-For private appointments are managed with a separate private practice policy.

The practice reserves the right to double book persistent FTA patients. If the practice intends to

double book the patient, the patient must be advised of this at the time of booking and advise the

patient that they will have to wait until the dentist is in a position to see them as double booking

would be done on the assumption that the patient may FTA miss the appointment.

Please note that, although we normally send email and/or text message reminders prior to

appointments, the successful delivery of these relies on our text provider, your mobile network

provider and/or broadband provider and your phone and/or device and cannot therefore be

guaranteed. Therefore, you should not rely on our emails or text messages as the sole reminder of

your appointment. We will not be responsible for any appointments missed as a result of non-

delivery of these message reminders, regardless of the reasons for its failure. The patient holds full

responsibility for attending pre planned appointments made at the practice.