Privacy Policy

ASH VILLA DENTAL PRACTICE

 CONFIDENTIALITY/PRIVACY POLICY

 

 

We are a Data Controller under the terms of the Data Protection Act 2018 and the requirements of the EU General Data Protection Regulation.

The Privacy Notice explains what personal Data the practice holds, why we hold and process it, who we might share it with, and your rights and freedoms under the laws.

Types of Personal Data

The practice holds personal data in the following categories:

  •                   Patient clinical and health data and correspondence.
  •                   Staff employment data.
  •                   Contractors’ data

 

Why we process personal Data (What is the “purpose”)

“Process means we obtain, store, update, and archive Data."

 

Patient data is held for the purpose of providing patients with appropriate, high quality, safe and effective dental care and treatment.

Staff employment data is held in accordance with Employment, Taxation and Pensions law.

Contractors’ data is held for the purpose of managing their contracts.

 

What is the Lawful Basis for processing Personal Data?

The Law says we must tell you this:

  •                   We hold patients’ data because it is in our Legitimate Interest to do so. Without holding the data we cannot work effectively.
  •                   We hold staff employment data because it is a Legal Obligation for us to do so.
  •                   We hold contractors’ data because it is needed to fulfil a contract with us.

 

Who might we share your data with?

We can only share data if it is done securely and it is necessary to do so.

Patient data may be shared with other healthcare professionals who need to be involved in your care (for example if we refer you to a specialist or need laboratory work undertaken). [Patient data may also be stored for back -up purposes with our computer software suppliers} [Who may also store it securely]

Employment data may also be shared with government agencies such as HMRC.

 

Your Rights                

You have the right to:

  • Be informed about the personal data we hold and why we hold it
  • Access a copy of your data that we hold by contacting us directly: we will acknowledge your request and supply a response within one month or sooner.
  • Check the information we hold about you is correct and to make corrections if not.
  • Have your data erased in certain circumstances.
  • Transfer your data to someone else if you tell us to do so and it is safe and legal to do so.
  • Tell us not to actively process or update your data in certain circumstances.

 

How long is the personal data stored for?  

 

  •                   We will store personal data for as long as we are providing care, treatment or recalling patients for further care. We will archive       (that is, store it without further action) for as long as is required for legal purposes as recommended by the NHS or other trusted experts recommend.
  •                   We must store employment data for six years after an employee has left.
  •                   We must store contractors’ data for seven years after the contract is ended.

 

What if we are not happy or wish to raise a concern about our data processing?

You can complain in the first instance to our Data Protection Officer, Who is Dr Andrew Michalcewicz and we will do our best to resolve this matter. If this fails, you can complain to the Information Commissioner at www.ico.org.uk/concerns or by calling 03031231113.

 

COMPLAINTS POLICY

 

In this practice we take complaints very seriously indeed and try to ensure that all our patients are pleased with their experience of our service.  When patients complain, they are dealt with courteously and promptly so that the matter is resolved as quickly as possible.  This procedure is based on these objectives.

 

Our aim is to react to complaints in the way in which we would want our complaint about a service to be handled.  We learn from every mistake that we make and we respond to customers’ concerns in a caring and sensitive way.

 

  1. The person responsible for dealing with any complaint about the service which we provide is Julie Michalcewicz.

 

  1. If a patient complains on the telephone or at the reception desk, we will listen to their complaint and offer to refer him or her to Julie immediately.   If Julie is not available at the time, then the patient will be told when they will be able to talk to the dentist and arrangements will be made for this to happen.  The member of staff will take brief details of the complaint and pass them on.  If we cannot arrange this within a reasonable period or if the patient does not wish to wait to discuss the matter, arrangements will be made for someone else to deal with it.

 

  1. If the patient complains in writing the letter will be passed on immediately to Julie Michalcewicz

 

  1. If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the dentist, unless the patient does not want this to happen.

 

  1. We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice as soon as possible, normally within three working days.  We will seek to investigate the complaint within ten working days of receipt to give an explanation of the circumstances which led to the complaint.  If the patient does not wish to meet us, then we will attempt to talk to them on the telephone.  If we are unable to investigate the complaint within ten working days we will notify the patient, giving reasons for the delay and a likely period within which the investigation will be completed.

 

  1. We will confirm the decision about the complaint in writing immediately after completing our investigation.

 

  1. Proper and comprehensive records are kept of any complaint received.

 

  1. If patients are not satisfied with the result of our procedure then a complaint may be made to: 
  • The Dental Complaints Service (08456 120 540) for complaints about private treatment
  • The General Dental Council, 37 Wimpole Street, London, W1M 8DQ (the dentists’ registration body)

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Testimonials

  • "I was absolutely terrified of having any work done on my teeth but Andy’s personality and conversation was totally distracting! This is the nicest dental practice I have ever attended. Lovely staff and friendly, efficient service. When my little girl needs dental treatment I will definitely bring her here."

    S. A.

  • "Dear Andy I just wanted to drop you a note to say a very big thank you for the way in which you have looked after me these past few months. Your whole approach is fantastic and makes coming to the “the dentist” a pleasure. It means a lot to me and I wanted you and your team to know that you are very much appreciated."

  • "ALWAYS A PLEASANT EXPERIENCE! On behalf of all my family and myself thank you for many years of pleasant dentistry."

    A.H.

  • "So pleased with my composite filling, very natural looking, fitting in with the rest of my teeth, many thanks Andy."

    M.P.J

  • "Everyone made me feel comfortable and had no problems with any of the treatments I had today. Very friendly staff, CAN’T WAIT TILL NEXT TIME "

    S.K.

  • "I recently had what I thought was a major problem with a wisdom tooth that, to be perfectly honest, terrified me however, the friendly and sympathetic approach of your reception team and the resulting consultation really set my mind at ease. The problem was totally resolved within minutes and, more importantly, without any pain whatsoever. Truly a great pleasure."

    A VERY Satisfied and Happy Patient

  • "Lovely warm welcome even after 25 years."

    J.M.

  • "I am so scared of having work done on my teeth, but Andy really relaxed me, told me what was happening every step of the way. Thank you so much"

Giving you a reason to smile