In our practice we:
• Communicate with patients in a courteous, friendly, professional manner
• Make sure that patients receive full information about our services, their treatment and its cost
• Provide advice and treatment outside normal surgery hours where necessary
• Refer patients for further professional advice and treatment where appropriate
In our practice we will:
• Manage our appointments system so that treatment appointments are booked no more than 2 weeks ahead
• Ensure that patients should have to wait no longer than 10 minutes to be seen. Where there is a further delay we will explain the reasons
• Remind patients of their appointment by phone, email or letter (as preferred) where the appointment time exceeds 30 minutes
• Monitor our waiting times for (1) treatment and (2) for booking appointments
• Provide as much notice as possible where appointments have to be changed or cancelled and explain the reasons
• Advise patients if there is a change of dentist
In return, we would like you to:
• Participate in your dental treatment, particularly our advice about prevention and diet that we have asked you to continue at home
• Arrive on time for your appointment. Please give the practice at least 48 hours notice if you are unable to keep your appointment (we may charge for missed appointments where we have not been notified)
• Advise us of any changes to your contact details (address, telephone number, email) to help us keep our records up to date and ensure that we are able to contact you.
We will endeavour to manage our appointments system to avoid delays in appointment times and minimise loss of surgery time through cancellations and failed appointments.
Keeping Records Of Patients
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 the age of 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.
Complaints & Grievances
We aim to care! We service our patients in a professional and friendly manner in a comfortable, well-equipped environment. With the latest technology, modern surgery surroundings and a team of first-class clinicians, we are constantly striving to increase our knowledge of clinical skills and deliver excellent patient care.
With your help, we aim to continually improve and provide best practice. If for whatever reason you feel that this has not been achieved, then we would like to know. We aim to give a thorough response as quickly as possible. We will answer all your concerns properly and will treat any information with strict confidence. Any complaint you may have will not affect the care you receive.
Who Can Complain?
• Anyone who is a member of the practice.
• Anyone who has received treatment in the required time scale.
It is important that you make your complaint as soon as possible after the event.
We will investigate complaints that are either:
• made within 6 months of the event; or
• made within 6 months of realising that you have something to complain about, as long as it is not more than 12 months after the event itself.
These time limits can be waived if there are good reasons why you could not complain sooner.
Whom Do I Complain To?
Initial concerns should be directed to Mrs Sarah Robertson, who is the Practice’s first contact when raising any sort of query. In many cases, it is possible to sort out the issue straight away. If you wish to raise a concern about your care but do not want to make a formal complaint, again Mrs S Robertson would be happy to help. This can be done via telephone conversation or by making an appointment by calling her on 015242 73020.
If the problem is more complicated, it will be directed to Mr B Rimmer, principal dentist, who will investigate your complaint in full, as quickly as possible. Sometimes this may involve interviews with staff to establish what happened and to decide what action to take. Any complaint of a clinical nature will be directed to the treating dentist. If you prefer to put your comments in writing, please address your correspondence to; Mr B Rimmer, Lonsdale Dental Practice, Tram Lane, Kirkby Lonsdale, Carnforth, LA6 2BQ.
We aim to acknowledge your letter within three working days, with a full investigation and detailed response to all concerns within ten working days.
All information about you will be kept strictly confidential.