1. Violence, aggression and harassment policy
This Practice takes a “zero tolerance” approach to threatening, violent, aggressive and/or harassing behaviour towards our staff, and this is strictly observed by all personnel. The aim of this policy is to protect everyone who works at the practice from possible harm or aggressive behaviour. The policy helps to fulfil the practice’s obligations to provide a safe place to work. Violence and aggression towards any member of the Farleigh Dental team is unacceptable in whatever form it takes, for whatever reason.
2. Patient expectations policy
As per the UK General Dental Council’s standards and guidance, a patient of Farleigh Dental, patients have a reasonable expectation of the following:
- To be listened to and have their preferences and concerns taken into account.
- To be treated as individuals and have their cultures and values respected.
- That all members of the dental team will be honest and act with integrity.
- That all aspects of their health and well-being will be considered and they will receive dental care that is appropriate for them.
- To be treated in a clean and safe environment.
- That reasonable adjustments will be made for any disabilities.
- That their interests will be put before financial gain and business need.
- Redress if they suffer harm during dental treatment.
- That their dental pain and anxiety will be managed appropriately.
To comply with these requirements, we undertake to:
- Always listen to our patients.
- Always treat every patient with the dignity and respect that to which they are entitled at all time.
- Never discriminate against any patient or group of patients on grounds of age, disability, gender or gender reassignment, marriage and civil partnership, pregnancy and/or maternity, race, religion or belief, sex, sexual orientation, nationality, special needs, health, lifestyle or other consideration.
- Always be honest and act with integrity.
- Take a holistic and preventative approach to patient care which is appropriate to each individual patient.
- Always treat patients in a hygienic and safe environment.
- Always treat patients fairly, as individuals and without discrimination.
- Always put patients’ interests before our own or those of any colleague, business or organisation.
- Manage appropriately patients’ dental pain and anxiety.
- Have appropriate procedures in place for patients to seek compensation if they suffer harm.
- Find out about laws and regulations that affect our work, and in turn our patients, and adhere to them.
3. Our right of termination of treatment
In exceptionally rare circumstances, we may find it necessary to terminate our professional relationship with the patient. This may be because of:
- Actions undertaken by the patient, such as unreasonable behaviour, threats made towards or violence enacted towards our staff.
- Any reasonable circumstance where we are physically unable to provide further treatment to a patient due to staff illness, patient illness, or where to do so would put either the patient and/or staff at risk of harm.
- Before ending a professional relationship with a patient, we will write to the patient to inform the patient of our decision and our reasons for it. We will wherever possible ensure that arrangements are made for the continuing care of the patient.
4a. Complaints policy
At Farleigh Dental, we want our patients to be happy with the service we provide, and we welcome all comments and feedback to enable us to maintain the highest standards of service. If, however, you are not happy with the service we have provided to you, we would like to know so that we can remedy the situation.
- The practice takes complaints very seriously and when a complaint is made, we ensure that it is dealt with promptly, professionally and courteously so that a resolution is reached as quickly as possible. Our complaints policy is based on those objectives.
- When responding to a complaint, we aim to treat you the way we would like to be treated if we were in that position. We would expect courtesy, politeness and professionalism, as should you from us.
- We aim to respond to any complaints made effectively and ensure that we take the opportunity to learn from the experience and improve our service to ensure it does not happen again. The person responsible for dealing with any complaint about the service which we provide at Farleigh Dental is our practice director, Dr C.G. Barratt. Please direct any complaints in the first instance to:
By post: Dr C.G. Barratt, Farleigh Dental, 10 Old Farleigh Road, Selsdon, Surrey, CR2 8PB
By phone: 020 8657 4477
4b. Complaints made verbally
If a patient makes a verbal complaint, we will listen to and offer to refer the patient or their representative(s) to the practice director without delay.
- If the practice director is not available at the time the complaint is made, then the patient or their representative(s) will be advised when they will be able to talk to the practice director or representative, and arrangements will be made for the practice director or representative to contact the patient or their representative(s) at the earliest convenience.
- The member of staff receiving the complaint will take brief details of the complaint along with contact details and pass them on to the practice director for action at the earliest possible opportunity.
- Farleigh Dental maintains records of any verbal complaint received.
4c. Complaints made in writing
When a complaint is made in writing or by email, the letter or email will be passed to the practice director without delay. Complaints regarding any aspect of clinical care will normally be referred to the lead practice dentist, Dr Barratt.
- We will acknowledge the patient’s complaint in writing and enclose a copy of our complaints policy as soon as possible, this is normally within 7 days.
- We will investigate the complaint and respond to the complainant normally within 28 days of receipt of the complaint.
- If for any reason we are unable to investigate the complaint within this timeframe, we will notify the complainant in writing, giving reasons for the delay and a revised timeframe within which the investigation will be completed.
- We will confirm the decision about the complaint as soon as possible after completing our investigation, in writing. This may or may not include notice of any action taken, depending on professional confidentiality and any restrictions imposed by law.
- Farleigh Dental maintains full and comprehensive records of any written complaint received.
4d. If a patient is not satisfied with the result of our procedure
If the complainant is not satisfied with the result of our procedure then a complaint may be made to the Dental Complaints Service.
- The Dental Complaints Service is are a team of trained advisors who aim to help private dental patients and dental professionals settle complaints about private dental care fairly and efficiently. The Dental Complaints Service provides a free and impartial service funded by the General Dental Council, the organisation that regulates dental professionals in the UK: The Dental Complaints Service can be contacted Monday to Friday between 9am and 5pm. Calls to the Dental Complaints Service cost the same as a local call. Telephone: 020 8253 0800. Website: click here (this link will open in a new window, Farleigh Dental are not responsible for the content of external websites). You can download a PDF document detailing the procedures and abilities of the Dental Complants Service here.
5. Comments, suggestions & feedback
Of course we welcome things that are not complaints too!
Whether it’s about the range of reading material in our waiting room, suggestions for additional services or products we could offer or simply ask us a question, you can email them to us at reception(at)farleighdental.co.uk.
For professional organisations wishing to contact us, such as suppliers etc, email us at professional(at)farleighdental.co.uk
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