Scroll down to find you will find the following:
- Freedom of Information Policy (NHS)
- Indigo Dental Practice Quality Assurance Policy
- Patient Complaints Procedure
If you have any questions about our policies please contact us and we’ll be happy to talk.
Freedom of Information Policy (NHS)
The practice is committed to comply with the Freedom of Information Act 2000, which gives the public the right to know how public services are organised and run, how much they cost and how the decisions are made. It is the aim of the practice to ensure that members of the public have access to the identified classes of information.
When a member of the public makes a request to see the Practice Publication Scheme s/he is directed to Dr Sanaa Kader who provides them with a copy of the scheme, describing how the information can be obtained and the cost of providing it. The copy is kept at in the office.
The classes of information provided by the scheme include:
- Organisational information, structures, location and contacts
- Financial information relating to projected and actual income and expenditure, procurement, contracts and financial audit
- Strategies and plans, performance indicators, audits, inspections and reviews
- Decision making processes and records of decisions
- Current written protocols, policies and procedures for delivering our services and responsibilities
- Currently maintained lists and registers
- Information about the services we offer, including leaflets, guidance and newsletters produced from the public and businesses
Indigo Dental Practice Quality Assurance Policy
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.
Our quality assurance is based on the iComply system of good governance; it keeps us updated with the latest legal and professional requirements.
Dr Sanaa Kader is the Provider and has ultimate responsibility.
Dr Sanaa Kader is the Registered Manager, the iComply leader and has day-to-day responsibility.
Quality is continually improved through:
- Carrying out risk assessments with follow up actions taken to minimize 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 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
Other – add here your own quality objectives i.e.:
- 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
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, we 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.
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.
If you do not feel you can raise a complaint about your NHS service directly with us, you can address your complaint directly to NHS England at [email protected] with ‘For the attention of the complaints team’ in the subject line.
Dr Sanaa Kader is the Complaints Manager and will be your personal contact to assist you with any complaints. If your verbal complaint is not resolved to your satisfaction within 24 hours or if you complain in writing, the Complaints Manager will acknowledge it in writing within 3 working days and will aim to provide a full response in writing as soon as practical.
If the Complaints Manager is unavailable, we will take brief details about the complaint and will arrange for a meeting when the person is next available. We will keep comprehensive and confidential records of your complaint, which will be stored securely and only be accessible only by those who need to know about your complaint.
If the complaint investigation takes longer than anticipated the Complaints Manager will keep you informed of the reason for the delay, 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 and 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 it further, please see the contacts below.
For private dental treatment, 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 by calling 020 8253 0800 or visiting www.dentalcomplaints.org.uk
You can also contact The Care Quality Commission who may be able to help. They regulate 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
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 [email protected] or by calling 020 7167 6000.