Policies, Protocols and Procedures
Appointments
Patients arriving on time for appointments make a big difference in helping our practice run smoothly. One or two late patients can cause the entire daily schedule to fall behind. This is an inconvenience to everyone and is not fair to other patients who have attended punctually.
Please do everything you can to keep your appointment and tell us as soon as possible if you need to cancel it, so that we can offer the time to someone else who may be in urgent need of treatment. You should allow plenty of time to get to the surgery and check in for your appointment. If you are late, priority will be given to the patients who arrive on time. This may mean you will have a considerable wait or, if we cannot accommodate you, you will be asked to reschedule and a missed appointment fee may be applied.
We understand that your time is just as valuable as our own. We strive to see every patient as close to their allocated appointment times as possible. Occasionally the dentist may be delayed due to a dental emergency. If this happens we will inform you as soon as possible, with an estimation of the waiting time. If you are unable to wait we will reschedule to the earliest available appointment.
Appointment Reminders
Our appointment reminders are an additional service and are not used for every appointment. The onus remains with the patient to ensure they attend for their appointments.
Late Cancellations and Missed Appointments
In order to be respectful of other patient’s needs, we ask you to give us a minimum of 24 hours notice if you are unable to attend an appointment. This allows us the opportunity to offer the appointment to someone who is in urgent need of treatment.
Appointments cancelled with less than 24 hours notice may incur a cancellation fee. Missed appointments are charged at double the cancellation fee rate. A list of our cancellation/missed appointment fees is available from reception. Emails are not an accepted notification for cancellations.
This policy applies to all patients whether Private or Denplan.
Confidentiality & Data Protection
The relationship between Dentist and patient is based on the understanding that any information revealed by the patient to the Dentist will not be divulged without the patient’s consent. The need for strict confidentiality of personal information about patients is taken very seriously and we comply with the Data Protection Act 2018.
An information leaflet explaining 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 Law, is available from Reception. You can also download it as a PDF file here > Data Protection – Privacy Notice
Priory Dental Care is a Data Controller under the terms of the Data Protection Act 2018 and the requirements of the EU General Data Protection Regulation.
Comments, Compliments & Complaints
Patients are the most important members of the practice team and, as such, will always be treated as welcome guests. Our aim is to continuously strive to exceed patients’ expectations of their dental experience.
Comments and compliments are always welcome and we are happy to consider any suggestions you may have that would improve the service we provide. We have readily available customer comments sheets in the waiting room, along with a secure box to put your comments in.
In the event that you have any cause for complaint our aim is to resolve your issue as swiftly as possible, with goodwill and to your satisfaction. Please send us your comments or complaint in writing. You can do this online, by email or by post.
- Online – Please fill out the Contact Us form
- Email – info@priory-dental.co.uk
- Post – FAO The Practice Manager, Priory Dental Care, 5 Priory Road, Downham Market, Norfolk, PE38 9JU
We aim to acknowledge any such concern within two working days and to respond in full within ten working days. If we cannot fulfill these timescales, we will let you know promptly. An information leaflet giving full details of our complaints procedure is available from Reception, or you can download it as a PDF file here > Complaints Procedure
In the unlikely event that the practice is unable to deal with any complaint to your satisfaction, you should contact the Dental Complaints Service – Tel: 0208 253 0800 or e-mail: info@dentalcomplaints.org.uk
Child & Vulnerable Adult Safeguarding Policy Statement
Priory Dental Care is committed to protect children and vulnerable adults from harm. Our dental team accept and recognise our responsibilities to develop awareness of the issues which cause harm to children and vulnerable adults.
To safeguard children and vulnerable adults:
- We adopt child protection and vulnerable adult safeguarding guidelines through procedures and have a code of conduct for the dental team
- We will make staff and patients aware that we take child and vulnerable adults safeguarding seriously
- We will respond to concerns about the welfare of all children and vulnerable adults
- We will share information about concerns with agencies who need to know
- We will follow carefully the procedures for staff recruitment and selection
- We will ensure all staff have access to training and support
- We will review our policies at regular intervals
To read our full policies on safeguarding children and vulnerable adults, please download them here > Child Protection Policy and Adult Safeguarding Policy
If you are concerned about the welfare of a child or vulnerable adult, you can speak to the principal dentist or practice manager, or for further information please visit www.norfolklscb.org or www.norfolksafeguardingadultsboard
Zero Tolerance Statement
Our practice is committed to ensuring that the workplace is a safe and pleasant environment for staff and patients alike. We have a zero tolerance policy with regard to verbally or physically abusive behaviour. We reserve the right to remove any person who behaves in a verbally aggressive, violent or intimidating manner towards any member of staff, visitors or other patients.
To read our full policy on workplace aggression, please download it here > Workplace Aggression Policy