• Please find all Charlton Village Dental Practice Policy links below,
  • Complaints Policy

    Code of practice for handling patient complaints

    We want our service to meet your expectations. If you have a concern or complaint about any aspect of our service, we want to know what mistakes we made and identify how we can improve to ensure that we meet your expectations in the future. Our aim is to learn from any feedback we receive and improve the service we provide to our patients.

    We will deal with complaints courteously and promptly and aim to resolve the matter as quickly as possible.

    Making a complaint

    • If you wish to make a complaint or simply let us know how we could have done better, please contact Barry Mallon, our Complaints Manager:
    • By telephone on 020 8856 0660
    • By email at info@charltonvillagedental.co.uk
    • By letter to Barry Mallon at Charlton Village Dental Practice 20 The Village, Charlton, Se7 8ud
    • In-person.

    The Complaints Manager usually works at the practice from Monday to Friday 8am until 5pm and will endeavor to be available during these times. You may find it more convenient to make an appointment with the Complaints Manager to ensure that he can dedicate sufficient time to meet with you.

    If you contact the practice to make a complaint and the Complaints Manager is not available, we will arrange a convenient time for them to contact you. We will ask you for brief details of your complaint so that the Complaints Manager can gather any useful information before contacting you. You will be given a copy of the notes made for the Complaints Manager.

    If the matter requires a more immediate response, we will arrange for a senior member of the dental team to deal with it.

    If your complaint is about your dental treatment or the fee charged, we will usually ask the dentist concerned to contact you, unless you do not want this.

    We acknowledge all complaints in writing and enclose a copy of this code of practice as soon as possible, normally within 3 working days.

    • Investigating a complaint
    • We will offer to discuss the complaint with you and will ask how you would like to be kept informed of developments – by telephone, letters or e-mail, or by face-to-face meetings. We will let you know how we will deal with your complaint and the likely time that the investigation will take to complete. If you do not wish to discuss the complaint further, we will still let you know the expected timescale for completing the investigation.
    • We will investigate your complaint within 10 working days or, if the issue is complex, within 6 months and, as far as reasonably practicable, will let you know how our investigation is progressing.

    When we have completed our investigation, we will provide you with a full written report, unless you have told us that you do not wish for further communication. The report will explain how we considered the complaint, the conclusions we reached for each part of your complaint, details of any remedial action we have taken, and whether further action is needed.

    • Records
    • We keep proper and comprehensive records of any complaints that we receive and the action we have taken following an investigation. We review these records regularly to ensure that we recognise our mistakes and take every opportunity to improve our service.
    • If you are not satisfied
    • If your complaint was about your dental treatment and you are not satisfied with the result of our investigation, you can take up the matter with a relevant external organisation.
    • For complaints about NHS treatment:
    • ENGLAND:
    • The Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank London SW1P 4QP (0345 015 4033 or www.ombudsman.org.uk).
    • For complaints about private treatment:
    • Dental Complaints Service, 37 Wimpole Street, London W1G 8DQ
    • (020 8253 0800 or online at https://contactus.gdc-uk.org/dcs/Complaint/PrivatePatients).
  • Data Protection

    Data protection privacy notice for patients

    In providing your dental care and treatment, we will ask for information about you and your health. Occasionally, we may receive information from other providers who have been involved in providing your care. This privacy notice describes the type of personal information we hold, why we hold it, and what we do with it.

    About us

    • We are Charlton Village Dental Practice operating at 20 The Village, Charlton, SE7 8UD.
    • Dr Morwenna Foxworthy & Barry Mallon are responsible for keeping secure the information about you that we hold. Those at the practice who have access to your information include dentists and other dental professionals involved with your care and treatment, and the reception staff responsible for the management and administration of the practice.

    Our data protection officer, Barry Mallon ensures that the practice complies with data protection requirements to ensure that we collect, use, store and dispose of your information responsibly. You can contact our data protection officer by email at info@charltonvillagedental.co.uk or by phone on 020 8856 0660.

    Information that we hold

    • We can only keep and use the information for specific reasons set out in the law. If we want to keep and use information about your health, we can only do so in particular circumstances. Below, we describe the information we hold and why, and the lawful basis for collecting and using it.

    Contact details

    • We hold personal information about you including your name, date of birth, national insurance number, NHS number, address, telephone number and email address. This information allows us to fulfil our contract with you to provide appointments. We will also use the information to send you reminders and recall appointments as we have a legitimate interest to ensure your continuing care and make you aware of our services.

    Dental records

    • We hold information about your dental and general health, including
    • Clinical records made by dentists and other dental professionals involved with your care and treatment
    • X-rays, clinical photographs, digital scans of your mouth and teeth, and study models
    • Medical and dental histories
    • Treatment plans and consent
    • Notes of conversations with you about your care
    • Dates of your appointments
    • Details of any complaints you have made and how these complaints were dealt with
    • Correspondence with you and other health professionals or institutions.

    We collect and use this information to allow us to fulfill our contract with you to discuss yout treatment options and provide dental care that meets your needs. We also use this information for the legitimate interest of ensuring the quality of the treatment we provide.

    Financial information

    • We hold information about the fees we have charged, the amounts you have paid and some payment details. This information forms part of our contractual obligation to you to provide dental care and allows us to meet legal financial requirements.
    • Where your dental care is provided under the terms of the NHS, we are required to complete statutory forms to allow payments to be processed. This is an NHS requirement.

    How we use your information

    • To provide you with the dental care and treatment that you need, we require up-to-date and accurate information about you.
    • We will share your information with the NHS in connection with your dental treatment.
    • We may contact you to conduct patient surveys or to find out if you are happy with the treatment you received for quality control purposes
    • We will seek your preference for how we contact you about your dental care. Our usual methods are telephone, email or letter.
    • If we wish to use your information for dental research or dental education, we will discuss this with you and seek your consent. Depending on the purpose and if possible, we will anonymise your information. If this is not possible, we will inform you and discuss your options. We may use your contact details to inform you of products and services available at our Practice.

    Sharing information

    • Your information is normally used only by those working at the practice but there may be instances where we need to share it – for example, with:
    • Your doctor
    • The hospital or community dental services or other health professionals caring for you
    • Specialist dental or medical services to which we may refer you
    • NHS payment authorities
    • The Department for Work and Pensions and its agencies, where you are claiming exemption or remission from NHS charges
    • Dental laboratories
    • Debt collection agencies
    • Private dental schemes of which you are a member.

    We will only disclose your information on a need-to-know basis and will limit any information that we share to the minimum necessary. We will let you know in advance if we send your medical information to another medical provider and we will give you the details of that provider at that time.

    In certain circumstances or if required by law, we may need to disclose your information to a third party not connected with your health care, including HMRC or other law enforcement or government agencies.

    National data opt-out policy

    Charlton Village Dental Practice is one of many organisations working in the health and care system to improve care for patients and the public.

    • Whenever you use a health or care service (A&E or community care services, for example), personal information is collected and stored on your patient record to ensure that you receive the best and most appropriate care and treatment. The information collected can also be used by and provided to other organisations for purposes beyond your individual care, for example, to provide better health and care for you, your family, and future generations by:
    • Improving the quality and standards of care provided
    • Research into the development of new treatments
    • Preventing illness and diseases
    • Monitoring safety
    • Planning services.
    • Information about your health and care is confidential and can only be used where allowed by law. Mostly, information used for research and planning is anonymised so that you cannot be identified; your confidentiality is maintained.

    You can choose whether you want your confidential information to be used in this way. If you are happy with this use of your information, you do not need to do anything.

    If you wish to opt-out, your confidential information will be used only to support your individual care.

    • You can register your choice and find out more at nhs.uk/your-nhs-data-matters – including
    • What is meant by ‘confidential patient information
    • Examples of when confidential patient information is used for individual care and examples of when it is used for purposes beyond individual care
    • The benefits of sharing data and who uses it
    • How your data is protected
    • Situations where opt-out will not apply

    You can change your choice at any time.

    Your information will not be shared with insurance companies or used for marketing purposes without your specific agreement.

    Keeping your information safe

    • We store your personal information securely on our practice computer system and in a manual filing system. Your information cannot be accessed by those who do not work at the practice; only those working at the practice have access to your information. They understand their legal responsibility to maintain confidentiality and follow practice procedures to ensure this.
    • We take precautions to ensure the security of the practice premises, the practice filing systems, and computers.

    We use high-quality specialist dental software to record and use your personal information safely and effectively. Our computer system has a secure audit trail and we back-up information routinely.

    We use cloud computing facilities for storing some of your information. The practice has a rigorous agreement with our provider to ensure that we meet the obligations described in this policy and that we keep your information securely.

    We keep your records for 10 years after the date of your last visit to the Practice or until you reach the age of 25 years, whichever is the longer. At your request, we will delete non-essential information (for example some contact details) before the end of this period.

    Access to your information and other rights

    • You have a right to access the information that we hold about you and to receive a copy. We do not usually charge you for copies of your information; if we pass on a charge, we will explain the reasons.

    You can also request us to

    • Correct any information that you believe is inaccurate or incomplete. If we have disclosed that information to a third party, we will let them know about the change.
    • Erase some of the information we hold. For legal reasons, we may be unable to erase certain information (for example, information about your dental treatment). However, we can, if you ask us to, delete some contact details and other non-clinical information.
    • Stop using your information – for example, sending you reminders for appointments or information about our service. Even if you have given us consent to send you marketing information, you may withdraw that consent at any time.
    • Stop using information if you believe the information is inaccurate or you believe we are using your information illegally.
    • Supply your information electronically to another dentist.

    If we are relying on your consent to use your personal information for a particular purpose, you may withdraw your consent at any time and we will stop using your information for that purpose.

    All requests should be made by email to our data protection officer at info@charltonvillagedental.co.uk

    If you do not agree

    • If you do not wish us to use your personal information as described, you should discuss the matter with your dentist. If you object to the way that we collect and use your information, we may not be able to continue to provide your dental care.

    If you have any concerns about how we use your information and you do not feel able to discuss it with your dentist or anyone at the practice, you should contact The Information Commissioner’s Office (ICO), Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF (0303 123 1113 or 01625 545745)

  • Commitment to our Patients

    Our commitment to our patients

    We value and respect our patients and strive to ensure that we meet your expectations. This code of practice describes how we manage our practice systems and communicate with you to achieve this.

    All members of our team will

    • Act in a way that justifies the trust that you place in us
    • Provide you with a standard of care that we would expect to receive ourselves
    • Provide advice and treatment outside normal surgery hours where necessary
    • Stand by the promises we make
    • Keep our professional skills and knowledge up to date
    • Keep confidential any information that, as a patient of tis practice, you provide

    Practice systems – we will

    • Manage our appointments so that treatment appointments are booked no more than 3 weeks ahead
    • Ensure that you are not kept waiting and will be seen within 10 minutes of your appointment time. Where there is a further delay, we will explain the reasons.
    • Where the length of your appointment is longer than 5 minutes, we will remind you of the day and time of your appointment by text, email or phone (as preferred)
    • Monitor our waiting times for (i) treatment and (ii) for booking appointments
    • Provide as much notice as possible, and explain the reasons, if we need to change or cancel an appointment
    • Let you know if there is a change in the dentist that you will see, and explain the reason for the change

    Communicating with you – we will

    • Be courteous, friendly and professional at all times
    • Respond promptly to telephone calls – and we will never ask you to ‘hold’ without first finding out why you have called
    • Make sure that you receive full information about our services and our policy for collecting fees, including the methods of payment that we accept
    • Explain your treatment options and costs, answer your questions and allow you time to consider the best option for you
    • Provide you with a treatment plan and estimate of costs for each new course of treatment. No treatment will be undertaken without your full and specific consent
    • Provide urgent advice and care during practice hours as soon as is practicable. Outside normal surgery hours please call nhs 111
    • Refer you for further professional advice and treatment when appropriate
    • Respond to correspondence within five days of receipt
    • Encourage you to provide feedback – we will listen to your views and learn from them
    • Make it easy for you to complain or raise a concern about any aspect of the care or service that you have received. Our procedure for dealing with complaints is available on our website, or if you ask a member of staff, in our reception area.

    And, we ask that you

    • Participate in your dental treatment, particularly any advice about prevention and diet that we have asked you to continue at home
    • Arrive on time for your appointment
    • If you are unable to keep your appointment, please let us know at least 24 hours before your appointment time. We may charge for missed appointments where we have not been notified or (for NHS patients) If you miss an appointment on more than one occasion without letting us know, we may need to review future provision of treatment for you at the practice.
    • Tell us if your contact details (address, telephone numbers, email) change so that we can keep our records up to date and ensure that we are able to contact you
    • Treat our staff courteously; they will do their best to help meet your need