A warm and friendly welcome awaits you at the Belvedere Dental Practice.
The practice is just on the edge of the town centre, opposite St Michael’s Infants School, on the corner near Milburn Street.
Free street parking for 2 hours with a Disc.
Belvedere Dental Practice
25 Station Road
Tel 01900 603866
Code of practice for complaints
In this practice, we take complaints seriously to ensure that our service meets expectations. All complaints are dealt with courteously and promptly to resolved the matter as quickly as possible.
Our aim is to react to complaints and learn from every mistake that we make. We respond to any concerns in a caring and sensitive way.
The person responsible for dealing with any complaints about the service that we provide is Lisa McKenzie our Complaints’ Manager.
If we receive a complaint by telephone or in person, we will listen and offer to refer the individual to the Complaints’ Manager immediately. If the Complaints’ Manager is not available at the time, we arrange a convenient time for the Complaints’ Manager to contact the individual. The member of staff will take brief details of the issue and pass it to the Complaints’ Manager and provide the individual with a copy. If the matter requires a more immediate response, we will arrange for a senior member of the dental team to deal with it.
If we receive a complaint in writing or by e-mail, it will be passed immediately to the Complaints’ Manager.
If a complaint is about any aspect of clinical care or associated charges, it will usually be referred to the dentist concerned, unless the individual does not want this to happen.
We will acknowledge a complaint in writing and enclose a copy of this code of practice as soon as possible, normally within 3 working days. We will offer to discuss the complaint with the individual, and confirm how they would like to be kept informed of developments – by telephone, letters or e-mail or by face-to-face meetings. We will inform the individual about how the complaint will be handled and the likely time that the investigation will take to complete. If the individual does not wish to discuss the complaint further, we will still inform them of the expected timescale for completing the investigation.
We will seek to investigate the complaint within 10 working days and, as far as reasonably practicable, we will keep the individual informed as to the progress of the investigation.
When we have completed our investigation, we will provide the individual with a full written report, which will include an explanation of how we considered the complaint, the conclusions reached in respect of each specific part of the complaint, details of any necessary remedial action taken and whether further action will be taken.
Proper and comprehensive records will be kept of any complaints received and the action we take. These records will be reviewed regularly to ensure that we take every opportunity to improve our service
If the individual making the complaint is not satisfied with the result of our investigation, we will advise them to refer the complaint to:
For complaints about NHS treatment:
NHS England, PO Box 16738, Redditch B97 9PT (email: England.email@example.com); or
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, Stephenson House, 2 Cherry Orchard Road, Croydon
CR0 6BA (08456 120 540).
The General Dental Council regulates dental professionals in the UK, maintaining standards for the benefit of patients.
General Dental Council, 37 Wimpole Street, London, W1G 8DQ
Tel; 020 716 76000
We are proud to work with the Care Quality Commission.
We have a certificate of registration dated 17.5.2016. Certificate number: CRT1-2649689442.
CQC telephone number 03000 616161
CQC National Correspondence, Citygate, Gallowgate, Newcastle upon Tyne, NE1 4PA
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.
Information that we collect
We may collect the following information about you:
- Personal details such as your name, date of birth, national insurance number, NHS number, address, telephone number and email address
- 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 other health professionals or institutions
- Details of the fees we have charged, the amounts you have paid and some payment detailsLee Appleton is responsible for keeping secure the information about you that we hold. 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 will seek your preference for how we contact you about your dental care. Our usual methods are telephone, email or letter.
- How we use your information
- 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, Lisa McKenzie Practice manager, ensures that the practice complies with data protection requirements to ensure that we collect, use, store and dispose of your information responsibly.
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.
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
- NHS payment authorities
- The Department for Work and Pensions and its agencies, where you are claiming exemption or remission from NHS charges
- 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.
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.
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 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 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.
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. You should submit your request to the practice in writing or by email. 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 information we hold although you should be aware that, for legal reasons, we may be unable to erase certain information (for example, information about your dental treatment
- Stop using your information – for example, sending you reminders for appointments or information about our service
- Supply your information electronically to another dentist. If you do not agree
- 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)
- 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.
Monday – Friday 8.30am to 5.00pm
Closed 1 – 2pm for lunch
Evenings and Saturdays – by appointment