Due to a recent high number of last minute cancellations and no shows, and to reduce patient time in the reception area for social distancing purposes, we require full upfront payment in advance of your next appointment.
Regrettably, any rearrangements, cancellations or non attendance with less than 48 hours notice will incur a fee of £50 per half an hour appointment. Thank you for your understanding.
Failed to attend practice policy
Our practice runs on a tight schedule to accommodate all our patients. Therefore, we regret to inform that patients failing to attend or cancelling (within 48 hours) their appointments on two or more occasions will not be offered any more appointments. Furthermore, patients will have to pay for booked time wasted at the clinic at a fee of £50 per half hour booked.
Practice complaint policy
In this practice we take complaints very seriously and try to ensure that all our patients are pleased with their experience of our service
Please contact us at Chelsea and Fulham Dentist, 841a Fulham Road, Fulham, London, SW6 5HQ. 0203 080 1000 firstname.lastname@example.org
If any complaint / compliment / suggestion while in surgery please ask receptionist for the complaint form. Full practice complaint policy can be obtained on request from surgery.
For any complaint / compliment / suggestion please write to the complaints handler, Dr Dahlia Sunba
You can also seek assistance to make complaint from:
- The Dental Complaints Service, The Lansdowne Building, 2 Lansdowne Road, Croydon, Greater London CR9 2ER (Telephone: 08456 120 540) for complaints about private treatment
- The General Dental Council, 37 Wimpole Street, London, W1M 8DQ (Telephone: 0845 222 4141), the dentists’ regulatory body for complaints about professional misconduct
- ICAS (Independent Complaints Advocacy Service) Tel: 0845 1203784
Strict confidentiality is maintained with all patient records held at our practice either in electronic or paper format. We comply with the DATA Protection ACT 1998 and are registered with office of information commissioner (ICO) to process the personal data.
The practice aims to meet the requirements of the Data Protection Act 2018, the General Data Protection Regulation (GDPR], the guidelines on the Information Commissioner’s website as well as our professional guidelines and requirements.
The data controller is Dahlia Sunba, who is also the information Governance Lead.
You will be asked to provide personal information when joining the practice. The purpose of us processing this data is to provide optimum health care to you.
The categories of data we process are:
- Personal data for the purposes of staff and self-employed team member management
- Personal data for the purposes of [direct mail/email/text/other] marketing
- Special category data including health records for the purposes of the delivery of health care
- Special category data including health records and details of criminal record checks for managing employees and contracted team members
We never pass your personal details to a third party unless we have a contract for them to process data on our behalf and will otherwise keep it confidential. If we intend to refer a patient to another practitioner or to secondary care such as a hospital we will gain the individual’s permission before the referral is made and the personal data is shared.
- Personal data is stored in the [EU] whether in digital or hard copy format
- Personal data is stored in the US in digital format when the data storage company is certified with the EU-US Privacy Shield
- Personal data is obtained when a patient joins the practice, when a patient is referred to the practice and when a patient subscribes to an email list
The lawful basis for processing special category data such as patients’ and employees’ health data is:
- Processing is necessary for the purposes of preventative or occupational medicine, for assessing the working capacity of the employee, medical diagnosis, the provision of health or social care or treatment or management of health or social care systems and services on the basis of Union or Member State law or a contract with a health professional
The lawful basis of processing personal data such as name, address, email or phone number is:
- Consent of the data subject
- Processing is necessary for the performance of a contract with the data subject or to take steps to enter into a contract
The retention period for special data in patient records is a minimum of 10 years and may be longer for complex records in order to meet our legal requirements. The retention period for staff records is 6 years. The retention periods for other personal data is 2 years after it was last processed. Details of other retention periods are available in the Record Retention (M 215) procedure available from the practice.
You have the following personal data rights:
- The right to be informed
- The right of access
- The right to rectification
- The right to erasure (clinical records must be retained for a certain time period)
- The right to restrict processing
- The right to data portability
- The right to object
Further details of these rights can be seen in our Information Governance Procedures (M 217C) or at the Information Commissioner’s website. Here are some practical examples of your rights:
- If you are a patient of the practice you have the right to withdraw consent for important notifications, newsletters, surveys or marketing. You can inform us to correct errors in your personal details or withdraw consent from communication methods such as telephone, email or text. You have the right to obtain a free copy of your patient records within one month.
- If you are not a patient of the practice you have the right to withdraw consent for processing personal data, to have a free copy of it within one month, to correct errors in it or to ask us to delete it. You can also withdraw consent from communication methods such as telephone, email or text.
We have carried out a Privacy Impact Assessment (M 217Q) and you can request a copy from the details below. The details of how we ensure security of personal data is in our Security Risk Assessment (M 217M) and Information Governance Procedures (M 217C).
Comments, suggestions and complaints
Please contact Dahlia Sunba at the practice for a comment, suggestion or a complaint about your data processing at email@example.com, or 02030801000 or by writing to or visiting the practice at 841a Fulham Road, London, SW6 5HQ. We take complaints very seriously.
If you are unhappy with our response or if you need any advice you should contact the Information Commissioner’s Office (ICO). Their telephone number is 0303 123 1113, you can also chat online with an advisor. The ICO can investigate your claim and take action against anyone who’s misused personal data. You can also visit their website for information on how to make a data protection complaint.
We have considered the need for using CCTV and have decided that due to practice management being made aware of an increase in incidents of violence and theft in reception areas, it is required for the prevention and detection of crime and for protecting the safety of patients. It will not be used for other purposes.
Related practice procedures
You can also use these contact details to request copies of the following practice policies or procedures:
- Data Protection and Information Security Policy (M 233-DPT), Consent Policy (M 233-CNS)
- Privacy Impact Assessment (M 217S), Information Governance Procedures (M 217C)
Health and Safety
Your health and safety is of paramount importance to us and is constantly reviewed in line with current regulations. Please notify the member of staff If you notice any area of concern so immediate action can be taken.
All our staff is well trained to provide the best possible care and respect and we expect the same in return from all patients. We operate zero tolerance policy to physical and verbal abuse to our staff members and any such conduct will be reported to police.
The practice is a no smoking area.
- Please provide at least 48 hours notice to cancel or re-arrange an appointment.
- Please provide all the up to date personal details as soon as they change such as: address, telephone numbers etc.
- Please ask your dentist to provide detailed information about dental treatment and all the possible options with their relevant pros and cons for you to make an informed decision.
- Please get a written estimate of all the related cost of the dental treatment.
- Please follow all the instructions given by your dentist to maintain good oral health and book a recall appointment as advised.
Care Quality Commission (CQC)
Our clinic was registered by the CQC in June 2013. Our registered manager is Dr Imran Sayed. If you have any concerns about our service to you, or wish to share your experience with other patients, contact the CQC
ICO Number: ZA421801