Practice Charter

Our practice aims to provide consistent quality dental care for all our patients in a relaxed, friendly but professional environment. We respect the need for confidentiality and consider the care of the whole person. It defines our responsibilities and the high standards we strive to maintain and improve upon. However, to maintain these standards also requires your co-operation and this Charter therefore also defines your responsibilities to us as a patient.



Our Responsibilities

• To listen to your dental problems and to give you an explanation of treatment and solution to your problem that you can understand.
• Be courteous and considerate at all times.
• To respect your dignity and the choices you make.
• Maintain confidentiality and data protection.
• To co-operate with other members of our dental team and other health care colleagues so as to act in your best interest.
• To follow the latest cross-infection guidelines ensuring your safety is of prime concern.
• To keep up to date with the latest technologies and treatments available.
• To do all we can to keep to appointment times as we understand your time is precious.
• Deal with any suggestions or complaints quickly and efficiently.
• We wish to make the Agno Practice Dental Services as accessible as possible. If you have hearing, visual or physical difficulties please let the receptionist know so that we can enable you to fully use our services.


Patients’ Responsibilities
• Be courteous, respectful and considerate to staff and other patients.
• To respect our appointment times and let us know as soon as possible if you cannot make an appointment in order that it may be given to someone else.
• Inform us of any changes to your contact details or medical history.
• Respect our clinical judgement.
• To follow any advice we may give you after treatment.
• To pay for treatment at each visit as requested.
• Switch off your mobile phone on entering the surgery.
• Tell us if you are not completely satisfied with any aspect of your care.



We have information security and confidentiality policies at this practice, designed to prevent unauthorised access to confidential information, and comply with data protection and access to records legislation. Identifiable information about you will be shared with others in the following circumstances:

• To provide further dental treatment for you e.g. from hospital services.
• Anonymised patient information will also be used at local and national level to help the Dental Board and Government plan services

Reception and administration staff require access to your medical records in order to do their jobs. These members of staff are bound by the same rules of confidentiality as the clinical dental staff.
We may also share information with the following main partner organisations:

• NHS England and NHS England Local Area Teams and NHS Trusts (hospitals)
• Special Health Authorities and Care Quality Commission

If you do not wish information about you to be used in such a way, please let us know.


Access to Records
In accordance with the Data Protection Act 1998 and Access to Health Records Act, patients may request to see their dental records or have a copy. Such requests should be made in writing to the Practice Manager, and may be subject to an administration charge. No information will be released without the patient consent unless we are legally obliged to do so.


We operate a zero-tolerance policy against violence /threatening or abusive behaviour / intrusive shouting / threat or wilful damage to the practice property/ theft / malicious allegations relating to members of staff or patients or derogatory racial or sexual remarks towards our staff or patients and have the right to remove violent patients from the list with immediate effect in order to safeguard practice staff, patients and other persons. Violence in this context includes actual or threatened physical violence or verbal abuse which leads to fear for a person’s safety. In this situation we will notify the patient in writing of their removal from the list and record in the patient’s dental records the fact of the removal and the circumstances leading to it.
Anyone suspected of violence may be reported to NHS England and / or the police.

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