For patient safety we:

• Follow the latest infection prevention guidelines including those from NHS England [or Public Health Wales or DHSSPS in Northern Ireland or the Scottish Dental Clinical Effectiveness Programme]
• Use dental instruments that are single use, [single patient use] or are sterilised after each patient use
• Decontaminate work areas including the dental chair, hand held equipment and cupboard handles, in between patients
• Maintain a high standard of personal hygiene including clinical clothing and the restricted wearing of jewellery
• Monitor practice water for quality. Dental unit waterlines are disinfected and kept clear
• Handle waste according to current regulations and dispose of it with appropriate carriers
• Take expert advice if a team member may have a blood borne infection. The team member will have an occupational health examination and follow professional advice on their role in treating patients

All our team members are trained in safeguarding of children and vulnerable adults and follow the practice safeguarding procedures, which are regularly monitored and reviewed.

As a member of CODE, the practice is kept up to date with the latest guidelines, good practice and regulations. We run a continuous improvement programme called iComply.

As the Practice Owner, I have overall responsibility for the practice. I lead and support the team through regular meetings, staff training, personal development and regular appraisals.

We always welcome questions, comments and suggestions from patients and the team. Please contact Loretta Nunn the Practice Manager, if we can help you in any way.

 

CODE Members’ Charter

Our practice is delighted to follow the CODE Members’ Charter.

• Member practices are committed to providing a high standard of dental treatment in a safe and caring environment;
• Member practices are committed to following the latest regulations, legislation and guidelines including those for infection prevention and control and to this end members also adopt the CODE Patient Safety Charter;
• Member practices have policies and procedures that their team follow to ensure that high standards of care can be maintained;
• Member practices are equal opportunity employers and are committed to encouraging equality, diversity and personal growth in the dental team; and
• Member practices are committed to contributing to the knowledge, skills and positive public perception of the dental profession.

 

Patient Complaints Procedure

It is our aim to always have satisfied patients, to meet your expectations of care and service and to resolve any complaints as efficiently, effectively and politely as possible. We take complaints very seriously, investigating them in a full and fair way and take great care to protect your confidentiality. We learn from complaints to improve our care and service. We will never discriminate against patients who have made a complaint and we will be happy to answer any questions you may have about this procedure.

If you are not entirely satisfied with any aspect of our care or service, please let us know as soon as possible to allow us to address your concerns promptly. We accept complaints made verbally as well as written complaints.

Loretta Nunn is the Complaints Manager and will be your personal contact to assist you with any complaints.

You can send your complaints to 30a Putney Hill Putney London SW15 6AF, call us on +44 0208 780 2226 or email the Complaints Manager on info@dentalemporium.co.uk.

If the Complaints Manager is unavailable, we will take brief details about the complaint and will arrange for a meeting when it is suitable for you and the practice. We will keep comprehensive and confidential records of your complaint, which will be stored securely and only be accessible by those who need to know about your complaint. If the complaint investigation takes longer than anticipated, the Complaints Manager will contact you at least every ten working day to keep you informed of the reason for any delays, the progress of the investigation and the proposed date it will be completed.

When the investigation has been completed, you will be informed of its outcome in writing. We will make our response clear, addressing each of your concerns as best as we can. You will also be invited to a meeting to discuss the results and any practical solutions that we can offer to you. These solutions could include replacing treatment, refunding fees paid, referring you for specialist treatments or other solutions that meet your needs and resolve the complaint.

We regularly analyse patient complaints to learn from them and to improve our services. That’s why we always welcome your feedback, comments, suggestions and complaints. If you are dissatisfied with our response to a complaint you can take the matter further, please see the contacts below.

If you are dissatisfied with our response to a complaint you can contact the GDC private dental complaints service within 12 months of the treatment or within 12 months of becoming aware of the issue. Please see the contact details below.

 

Contacts

GDC private dental complaints service can be contacted by calling 020 8253 0800 or visiting www.dentalcomplaints.org.uk.

The General Dental Council is responsible for regulating all dental professionals. You can complain using their online form at www.gdc-uk.org contact them on information@gdc-org.uk or by calling 020 7167 6000.

• In England = NHS England at england.contactus@nhs.net with ‘For the attention of the complaints team’ in the subject line
• In England = We aim to resolve verbal complaints within 24 hours where possible, but if you complain in writing the Complaints Manager will send an acknowledgement letter within 3 working days and will aim to provide a full response in writing as soon as practical
• In England = the Parliamentary Health Ombudsman (England): by calling 0345 015 4033 or visiting www.ombudsman.org.uk. 
• The Care Quality Commission (CQC) who regulates private and NHS dental care services in England by calling 03000 616161. They can take action against a service provider that is not meeting their standards.