|STATEMENT OF PURPOSE|
|Chapel Cottage Dental Practice|
|Address and postcode||5 Chapel Cottages
|Telephone number||01978 854745|
|Fax number||01978 854745|
|Aims and objectives of the establishment|
|This dental practice consists of dedicated and professional employees. We strive to be acknowledged by our clients, suppliers and regulators as a leader in our sector. This will be achieved by ensuring that we recruit and train highly professional staff whose ambitions are to exceed client expectations.
We aim to provide dental care and treatment of consistently good quality for all patients and only to provide services that meet patients’ needs and wishes. We aim to make care and treatment as comfortable and convenient as possible.
In addition, we aim:
· To understand and exceed the expectations of our clients
· To both motivate and invest in our team and acknowledge their value
· To encourage all team members to participate in achieving our aims and objectives
· To clearly set and monitor targets in all areas
· To invest in property, equipment and technology and to innovate processes based on a measured business case
The objectives of the practice are to deliver a service of high standard in line with professional standards:
· To be accountable for individual and team performance
· To support each other in achieving patient expectations
· To maintain the highest professional and ethical standards
· To rapidly respond to the needs of our team and our patients
· To encourage innovation, ambition, enterprise and continuous improvement
· To ensure staff are trained and competent through investment and personal development
This is achieved by offering patients a personal service, integrating the highest quality products with the latest proven techniques and protocols.
Patients are treated with honesty and integrity, in complete confidence and the utmost discretion, in comfortable surroundings, at a reasonable cost.
The practice complies with the requirements of the Advertising Standards Authority and the guidance of the General Dental Council and ensures that any advertisements reflect the true nature of services offered.
|REGISTERED MANAGER DETAILS|
|Address and postcode
|Chapel Cottage Dental Practice
5 High Street
|Telephone number||01978 854745|
|Fax number||01978 854745|
· National certificate NEBDSA 2001
· Worked in dental practice since 1999.
· Qualified as a dental nurse in 2001.
· Promoted to Oral Health Educator qualification 2006.
· Responsible for Denplan schedules and practice policies.
· Peer review meetings with local managers from the Wrexham area.
|Name||Position||Relevant qualifications / experience|
|Benjamin Ronald Dean||Principal Dentist||BDS Liverpool – Qualified 2001|
|Eleanor Louise O’Brien||Associate Dentist||BChD Leeds MJDF RCS – Qualified 2000|
|Emma Williams||Dental Therapist||Combined Diploma in Dental Therapy & Hygiene Cardiff -Qualified 2007|
|Alison Fisher||Practice Manager||National certificate NEBDSA 2001|
|Claire Carr||Dental Nurse||National certificate NEBDSA 2002|
|Lynn Williams||Dental Nurse||National certificate NEBDSA 1988|
|Karen Holland||Dental Nurse||National certificate NEBDSA 1994|
|Laura Parry||Dental Nurse||NVQ L3 Oral Health Care: Dental Nursing & Indp assess City & Guilds 2005|
|Abigale Yeates||Dental Nurse||National Certificate NEBDSA 29/01/2021|
|SERVICES / TREATMENTS / FACILITIES|
|This practice offers dental and cosmetic services to the whole population which consist of:
· Preventive advice and treatment
· Routine and restorative dental care
· Root canal treatment
· Dental hygiene
· Surgical treatment
· Tooth whitening
· Crown and bridgework
· Cosmetic dentistry
· Anti-wrinkle injections
Facilities within the Premises
· Chapel Cottage Dental Practice is well located on a main bus route with nearby off-street parking and local amenities
· Our patient lounge provides a comfortable waiting space
· We have a dedicated children’s corner where children can make themselves at home while they wait and play with a selection of books and toys.
· We have a purpose-built decontamination facility to assure Best Practice standards of infection control
· We employ digital imaging for instant radiography at the lowest and safest dosage: equipment is registered with the Health and Safety Executive
Patient Centred Care
We care about providing the right treatment for patients, so treatments and procedures are only carried out after fully discussing the pros and cons with the patient.
· All appointments are carried out in person with the patient, by qualified personnel in the privacy of the surgery.
· Records of all appointments and treatments are kept.
· At all appointments, a medical history will be taken and a treatment plan will be provided if any treatment is required. They will be given information on any planned procedures and all alternatives will be discussed, and consent obtained prior to commencement
Patient records are accessible and, under the Data Protection Act, are stored securely and confidentially in such a way as to minimize the risk of unauthorized access, loss or damage.
Information provided to the Patients
This practice ensures that information provided to patients and prospective patients and their families/carers is accurate and that any claims made in respect of services are justified. This is in the form of a Patient Information Leaflet.
Treatment of Children
We do provide treatment for children. We will expect minors to be accompanied to the practice by their parents.
· The practice operates a consent policy which will be advised at the first consultation for the patient and prior to proceeding with any treatment
· Patients have the right to make their own decisions regarding treatment and care. Prior to the commencement of treatment, patients will be required to sign a form of consent
· Consent to treatment must always be given freely and voluntarily by a person capable of making decisions regarding the treatment. Those with a learning disability must be accompanied by a parent or guardian who will sign the consent form on their behalf
In order to provide a safe healthy and smoke-free environment for staff and patients, the establishment is a no smoking area.
Methods of Payment/Credit
All major credit/debit cards, cheques and cash are accepted.
· It is the policy of this practice to carry out random patient surveys to seek the views of our patients as to the quality of the treatment and care provided by our personnel
· This also enables the practice to ensure compliance with its quality monitoring policy in line with its standards.
· Patients views will be collated into a report by entering the results into a spreadsheet and totals and percentages will be calculated as to the overall performance. Explanation of the totals may also be represented by visual aids such as graphs and charts. The results of the survey will also be made available to staff by way of discussion at regular staff meetings. Guidance as to where and how to access the report will be noted in the minutes of these staff meetings
· The results will also be issued to Healthcare Inspectorate Wales as and when requested
|ARRANGEMENTS FOR VISITING / OPENING HOURS|
|Making an Appointment
· All patients are seen on an appointment basis
· Opening Hours:
Monday 9.00am to 5.00pm
Tuesday 9.00am to 5.30pm
Wednesday 9.00am to 5.30pm
Thursday 9.00am to 5.30pm
Friday 9.00am to 5.00pm
Emergencies and Out-of-Hours treatments
We aim to see patients with genuine emergencies on the same day. We reserve a limited amount of time each day for emergencies and ask that patients telephone the practice as early as possible to enable our staff to allocate an appointment. We provide an Out-of-Hours emergency service, in which we work on a rotational basis with other dentists in the area to provide emergency care.
In an emergency please see details below:
Local On-Call Dentist: 01244 355 240
Denplan UK: 0800 844 999
Denplan Overseas: +44 1962 844 999
NHS Direct: 0845 46 47
NHS Direct: www.nhsdirect.wales.nhs.uk
|ARRANGEMENTS FOR DEALING WITH COMPLAINTS|
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. This will enable us to establish what happened more 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
- if later, 6 months from the date the person
raising the concern realised they had a concern, providing that it 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 ensure that any complaint is investigated and that necessary action is taken in response to any failure identified by the complaint
- Identify what we can do to make sure that the problem does not happen again.
- Make it possible for you to discuss the problem with those concerned.
- We shall respect the wishes and feelings of the patient and respect the patient’s privacy as far as possible.
- We shall supply a written copy of the complaint’s procedure to the patient.
- We shall make sure you receive an apology, where this is appropriate.
For complaints regarding private treatment:
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 offer you an explanation or meeting with those involved.
For complaints regarding NHS treatment:
We aim to respond to you within 30 working days of the date when you raised it with us. We shall then be in a position to offer you an explanation or a meeting with those involved.
If you require any assistance in making a complaint you have the option of contacting us by phone (01978 854745), in person or by letter. Please let us know which option you would prefer us to use when responding to your complaint. You may also ask to speak to us at a suitable time in private.
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 they 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. 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:
|Patients who have a complaint regarding treatment they have received privately are advised to contact The Dental Complaints Service or Denplan. Patients can also contact Healthcare Inspectorate Wales.|
|Dental Complaints Service
2 Cherry Orchard Rd
Croydon CR0 6BA
Tel. 08456 120 540
|The Head of Customer
Winchester SO23 7RG
Tel: 0800 401 402
|Healthcare Inspectorate Wales
Rhydycar Business Park
Merthyr Tydfil CF48 1UZ
Tel: 0300 062 8163
|Patients who have a complaint regarding treatment they have received under the NHS can contact the North Wales Community Health Council or The Concerns Team at
Betsi Cadwaladr University Health Board.
|Local Community Health Council
Find your local Community Healy by contacting:
The Board of Community Health Councils in Wales Tel: 02920 235558
Email: enquiries @waleschc.org.uk
|The Concerns Team
Betsi Cadwaladr University Health Board
Bangor LL57 2PW
Tel: 01248 384194
or phone NHS Direct Wales on 0845 46 47
|If your concern has been looked at by the NHS organisations above and you are still not
happy with the response, you can contact the Public Services Ombudsman for Wales.
|Public Services Ombudsman for Wales
1 Ffordd yr Hen Gae
Pencoed CF35 5LJ
Tel: 0845 601 0987
|The General Dental Council
37 Wimpole Street
Tel: 0207 167 6000
|PRIVACY AND DIGNITY|
|Privacy and Dignity of Patients
The practice is committed to promoting an environment which provides for the support and ongoing well-being of patients. The practice’s Dignity and Respect policy is based on the principles of excellent staff management and ethical behaviour which underpins the practice’s value in providing patients with an environment centred upon self-respect, tolerance and support.
This practice has an Equality, Diversity and Human Rights policy and staff receive ongoing training and development. The practice has a policy of patient confidentiality and all information and records are kept safe and confidential. There are facilities for patients to have private conversations with the clinical and reception staff.