Clinic Policy Statement
General Clinic Policy
Bath Oral Surgery Clinic will provide treatment of a consistent and very high quality for all patients and appreciates that many will feel some inevitable and understandable apprehension.
All patients will be communicated to in a courteous and professional manner.
All patients will be asked about their general health, including any daily medications, to ensure safe treatment.
All proposed treatments and other options will be explained and discussed with each patient so that they are able to make an informed decision regarding their treatment.
Referring practitioners will be kept informed of all patient decisions and planned treatments.
No treatments will be carried out without the patient’s full consent.
All patient-related information will be kept strictly confidential.
Cross-infection and contamination control is essential for patient safety. Bath Oral Surgery Clinic has policies and systems in place to ensure infection control which will always be fully understood and implemented by both surgeon and nurses.
Patients’ views are of prime importance and are listened to. Patients will be routinely asked to provide feedback on different aspects of the treatment they have received at Bath Oral Surgery Clinic. All feedback will be considered and reflected on, with changes being implemented as necessary.
Systems are in place to deal promptly and sympathetically with any patient complaints and the Clinic’s policy for such events is set out below.
The clinician and nurses regularly take part in continuing professional development as required by General Dental Council, with a particular emphasis on all aspects of and guidelines relating to Oral Surgery and the provision of intravenous sedation. Changes will be implemented where relevant when this is supported by clinical studies within the Oral Surgery clinical literature.
The General Dental Council (GDC) is the regulatory body of the dental profession in the UK. Their address is 37 Wimpole Street, London W1G 8DQ, tel. 0207 887 3800 and website www.gdc-uk.org.
Tim Milton is registered with the GDC as a Specialist in Oral Surgery, number 69987 and follows the rules governing the profession as set out by the GDC within their document “Standards for the Dental Team”.
Care Quality Commission
Bath Oral Surgery Clinic is registered with the Care Quality Commission, Provider ID: 1-171570551.
The London address of the Care Quality Commission is Finsbury Tower, 103-105 Bunhill Row, London EC1Y 8TG, tel. 03000 616161 and website www.cqc.org.uk. The report of the most recent CQC inspection of Bath Oral Surgery Clinic can be viewed here.
Bath Oral Surgery Clinic is fully compliant with the Data Protection Act 1998. Tim Milton is the Clinic’s data controller and is registered with the Information Commissioner’s Office, number Z2630550.
Bath Oral Surgery Clinic follows the standards for patient confidentiality as set out by the General Dental Council within their document “Principles of Patient Confidentiality” which can be downloaded at their website.
At Bath Oral Surgery Clinic, we take complaints very seriously and try to ensure that all patients are pleased with their treatment experience. If a patient complains, they are to be dealt with courteously and promptly so that the matter is resolved as quickly as possible.
Our aim is to react to complaints in the way in which we would want our complaint about a service to be handled. We are well aware that we can learn from any mistake that we make and we will therefore respond to customers’ concerns in a caring and sensitive manner.
This policy is based on the above objectives:
- The person responsible for dealing with any complaint about the service which the Clinic provides is Tim Milton.
- If a patient complains on the telephone or at the reception desk, Tim Milton will listen to their complaint immediately.
- If Tim Milton is not available at the time, then the patient will be told when they will be able to speak to him and arrangements will be made for this to happen.
- If the patient complains in writing, the letter or email will be passed on to Tim Milton immediately.
- Tim Milton will acknowledge the patient’s complaint in writing and enclose a copy of this protocol as soon as possible, normally within 3 working days.
- Tim Milton will seek to investigate the complaint within 10 working days of receipt to give an explanation of the circumstances which led to the complaint.If the patient does not wish to meet in person to discuss this, we will endeavour to talk to them on the telephone. If we are unable to investigate the complaint within 10 working days, we will notify the patient and give reasons for the delay and a likely period within which the investigation will be completed.
- Tim Milton will confirm the decision about the complaint in writing immediately after completion of the investigation.
- Proper and comprehensive records will be kept relating to any complaint received.
- If patients are not satisfied with the result of this procedure, further recourse can be made to:
A) The Dental Complaints Service, The Lansdowne Building, 2 Lansdowne Road, Croydon, Greater London CR9 2ER (Telephone: 08456 120 540).
B) The General Dental Council, 37 Wimpole Street, London, W1M 8DQ (Telephone: 0845 222 4141).
Bath Oral Surgery Clinic Ltd
Registered in England and Wales
Company registration number: 6127310
Registered office: Redwood House, 65 Bristol Road, Keynsham, Bristol BS31 2WB