Confidentiality Policy

 

The practice is committed to complying with the requirements of the legislation governing patient
confidentiality including: Access to Health Records 1990, Caldicott Guidelines 1997 - see the Data Quality
Policy (M233-DPQ), Confidentiality Code of Practice 1998, Data Protection Act 2018, GDPR and the
current GDC Standards.

For the purpose of this policy, confidential information is defined as all the information that is learnt in a
professional role including personal details, medical history, what treatment a patient is having and how
much it costs. The definition of personal details includes, but is not limited by, such details as name, age,
address, personal circumstances, race, health, sex and sexual orientation, etc. Note that even the fact
that a patient attends the practice is confidential. Confidential information may be supplied or stored on
any medium including images, videos, health records, and computer records or may be transmitted
verbally.

All staff members must be aware of their responsibilities for safeguarding patient confidentiality and
keeping information secure and must have received appropriate training on the legislation requirements
and the current GDC Standards to ensure that:

▪ No personal information given or received in confidence is passed on to anyone else without
the patient's prior consent. To obtain consent a patient is advised what information will be
released and why and the likely consequences of the information release. The patient is given
an opportunity to withhold their permission to share information, unless exceptional
circumstances apply, and note is made on their clinical record of whether or not they gave their
permission
▪ If a patient consents to sharing information about them the team member will ensure that all
recipients of the information understand that it is confidential. When referring to dental or
medical colleagues we expect them to have the same high standards
▪ If a patient’s information or images are used for research or marketing the team member will
advise the patient how these will be used, check that the patient understands what s/he is
agreeing to, obtain and record the patient’s consent to their use and only release the minimum
information for the purpose. The patient will be advised that s/he can withdraw permission at
any time
▪ If it is not necessary for a patient to be identified, they will remain anonymous in any information
released
▪ The duty to keep information confidential also covers originals and copies of a patient's
photographs, videos or audio recordings, including those made on a mobile phone. No images or
recordings will be made without the patient's permission
▪ Patient information is kept confidential even after death

Before releasing information without the patient’s permission, an effort is always made to either
convince the patient to release the information himself or herself or give the practice permission to do
so, with the details of the discussion fully documented in the patient record. If obtaining consent from a
patient is not practical or appropriate or if the patient will not give their permission, the team member
will obtain advice from their professional indemnity organisation before releasing it.
RIVERSIDE DENTAL PRACTICE PUTNEY
SW15 1LN

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Last modified: 04 Jun 2019 Riverside Dental Practice Putney, 108 Lower Richmond Road, SW15 1LN
M 233-CON – Confidentiality Policy, Ver 14, Folder 7, Page 1 of 2

RIVERSIDE DENTAL PRACTICE PUTNEY

SW15 1LN

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A patient’s information will only be released without their prior permission in the following exceptional
circumstances:

▪ It is in the best interests of the public or the patient and the information released could be
important in preventing or detecting a serious crime
▪ If a team member has information that a patient could be at risk of significant harm or may be a
victim of abuse, in which case the appropriate care agencies or the police will be informed
▪ If a team member is required to disclose information by a court or a court order, in which case
only the minimum amount of information necessary to comply will be released
The practice treats breaches of confidentiality very seriously. No team member shall knowingly misuse
any confidential information or allow others to do so. Failure to comply with this policy may result in
disciplinary action.

This policy should be read in conjunction with the Social Media Policy (M 233-SMD), Data Quality Policy
(M233-DPT), Information Protection and Security Policy (M 233-DPT) and the Information Governance
Procedures (M 217C).

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Patient Complaints Procedure

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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, investigate 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.

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.

Mrs Sebi is the Complaints Manager and will be your personal contact to assist you with any complaints.
You can send your complaints to Riverside Dental Practice,108 Lower Richmond Road, Putney SW15 1LN,
call us on 020 87883341 or email Mrs Sebi on info@riversidedentalpracticeputney.com

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 days to inform you 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 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.

If you are still unhappy about your NHS complaint, you can contact, NHS England
at england.contactus@nhs.net with ‘For the attention of the complaints team in the subject line
you can also contact
▪ 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
who may be able to help.

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.

RIVERSIDE DENTAL PRACTICE PUTNEY
SW15 1LN

Last modified: 04 Mar 2020

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The Practice Quality Assurance and Governance Policy

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Our quality assurance policy is to have a successful practice by providing a standard of service
that consistently satisfies the needs and expectations of our patients. This level of quality is
achieved through careful management in a continually improving, safe environment. We aim
that our standards and procedures meet all professional regulations and legislation including
[the Fundamental Standards from the Care Quality Commission] [Health Inspectorate
Wales][Health Improvement Scotland] [the Regulation and Quality Improvement Authority].

Our quality assurance is based on the iComply system of good governance; it keeps us updated
with the latest legal and professional requirements.

Homa Sebi is the practice owner and has ultimate responsibility.

Homa Sebi is the Registered Person and the iComply leader and has day-to-day responsibility.
Quality is continually improved through use of iComply:
▪ Carrying out risk assessments with follow up actions taken to minimise risk
▪ Carrying out regular audits with follow up actions to improve the standards of care
▪ The regular review of policies, procedures and practice guidelines
▪ Actively seeking patient feedback to improve care and service
▪ Responding to and learning from safety alerts, events, incidents, comments and complaints
▪ Learning, health and safety and clinical effectiveness shared at practice meetings
▪ Performing annual reviews to see how well the practice has performed and to set new
standards for the year ahead
▪ Team training, appraisals and involvement in creating a quality-led practice

Our quality objectives are:
▪ To continually improve the level of care and service
▪ That patients enjoy all aspects of the experience they have with us
▪ Total patient satisfaction
▪ We aim to offer specialist or other treatments to a high standard
▪ We provide minimally invasive treatments
▪ We work to earn a great reputation so that our patients refer their friends and family to us

Signed:
Dr Homa Sebi
[Practice Owner]