Policies
Privacy Notice
The practice aims to meet the requirements of the Data Protection Act 2018, the United Kingdom
General Data Protection Regulation (UK GDPR), the guidelines on the Information Commissioner’s (ICO)
website as well as our professional guidelines and requirements.
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The data controller is Gurpram Lidder, the Information Governance Lead is Jade Watson, who is also the
Data Protection Officer.
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This Privacy Notice is available [on the practice website, at reception/by email if you contact
queensburydentalpractice@gmail.com/ by calling 01582 605184.
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You will be asked to provide personal information when joining the practice. The purpose of processing
your personal data is to provide you with optimum dental health care and prevention.
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The categories and examples of data we process are:
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â–ª Personal data for the provision of dental health care
â–ª Personal data for the purposes of providing treatment plans, recall appointments, reminders or
estimates
â–ª Personal data such as details of family members for the provision of health care to children or for
emergency contact details
â–ª Personal data for the purposes of employed and self-employed team members employment and
engagement respective
â–ª Personal data for the purposes of [direct mail/email/text/other] to inform you of important
announcements or about new treatments or services
â–ª Personal data - IP addresses so that we can understand our patients better and inform our
marketing approach as well as improve the web site experience
â–ª Special category data including health records for the purposes of the delivery of health care and
meeting our legal obligations
â–ª Special category data including health records
â–ª Special category data to meet the requirements of the Equality Act 2010
â–ª Special category data details of criminal record checks for employees and contracted team
members
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We minimise the data that we keep, and do not keep it for longer than necessary.
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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. Your data will be shared with the NHS if you are having
NHS treatment.
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â–ª Personal data is stored in the UK or EU whether in digital or hard copy format
â–ª Personal data is stored outside of the UK and/or EU in digital format when suitable safeguards
have been put in place to allow personal data to be transferred
â–ª 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
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For full details or where your data is stored, please ask to see Information Governance Procedures (M
217C).
We have established the following lawful bases for processing your data:
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Our lawful bases for processing personal data:
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â–ª The legitimate interests of the dental practice
â–ª Processing is necessary for the performance of a contract with the data subject or to take steps to
enter into a contract
â–ª Consent of the data subject
â–ª To comply with our legal obligations
Our Article 9 conditions for processing special category data:
â–ª Processing is necessary for health care purposes
â–ª Processing necessary for identifying or keeping under review the existence or absence of equality
of opportunity or treatment between groups of people with the view to enabling such equality to
be promoted or maintained
â–ª We obtain consent of the data subject to process criminal record checks
The reasons we process the data include:
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â–ª To maintain your contemporaneous clinical records
â–ª To provide you with dental treatment, prevention and oral health advice
â–ª To carry out financial transactions with you
â–ª To manage your NHS dental care treatment
â–ª To send your personal data to the General Dental Council or other authority as required by law
â–ª To communicate with you as and when required including appointment reminders, treatment
plans, estimates and other communications about your treatment or the practice
â–ª To communicate with your next of kin in an emergency
â–ª If a parent or carer, to communicate with you about the person you parent or care for
â–ª To refer you to other dentists or doctors and health professionals as required
â–ª To obtain criminal record disclosures for team members
â–ª For debt recovery
â–ª To continually improve the care and service you receive from us
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The personal data we process includes:
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Your name, address, gender, date of birth, NHS number, medical history, dental history, family medical
history, family contact details, marital status financial details for processing payment, your doctor’s
details and details of treatment at the practice. We may process more sensitive special category data
including ethnicity, race, religion, or sexual orientation so that we can meet our obligations under the
Equality Act 2010, or for example to modify treatment to suit your religion and to meet NHS obligations.
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The retention period for special data in patient records is a minimum of 11 years and may be longer for
complex records or to meet our legal requirements. The retention period for other personal data is 2
years after it was last processed. Details of retention periods are available in the Record Retention (M
215) procedure available from the practice.
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We obtain your personal details when you enquire about our care and service, when you join the
practice, when you subscribe to our newsletter or register online, when you complete a registration or
medical history form and when another practitioner refers you for treatment at our practice.
Occasionally patients are referred to us from other official sources such as NHS clinics or hospitals.
You have the following personal data rights:
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â–ª The right to be informed about the collection and use of your personal data
â–ª The right of access – to have a copy of the data we hold about you. Generally, we will not charge
for this service
â–ª The right to rectification - to correct the data we have if it is inaccurate or incomplete
â–ª The right to deletion of your personal data (clinical records must be retained for a certain time
period)
â–ª The right to restrictprocessing of your personal data
â–ª The right to data portability – to have your data transferred to someone else
â–ª The right to object to the processing of your personal data
â–ª Rights in relation to automated decision making and profiling
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:
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â–ª 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
â–ª 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
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We have carried out a Privacy Impact Assessment in Sensitive Information Map, PIA and Risk 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).
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Comments, suggestions and complaints
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Please contact the IG Lead at the practice for a comment, suggestion or a complaint about your data
processing at queensburydentalpractice@gmail.com, or 01582 605184 or by writing to or visiting the
practice at 66 Langdale Road, Dunstable, Bedfordshire, LU6 3BS. We take complaints very seriously.
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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.
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Related practice procedures
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You can also use these contact details to request copies of the following practice policies or procedures:
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â–ª Data Protection and Information Security Policy (M 233-DPT), Consent Policy (M 233-CNS)
â–ª Sensitive Information Map, PIA and Risk Assessment (M 217Q), Information Governance
Procedures (M 217C), Record Retention (M 215)
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If you have an enquiry or a request, please contact the Information Governance Lead: Jade Watson.
Queensbury Dental Practice, 66 Langdale Road, Dunstable, Bedfordshire, LU6 3BS.Email:
queensburydentalpractice@gmail.com,
Phone: 01582 605184.
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Thank you.
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Data Opt-Out Policy
(England)
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How the NHS and care services use your information
Queensbury Dental Practice is one of many organisations working in the health and care system to
improve care for patients and the public. Whenever you use a health or care service, such as attending
Accident & Emergency or using Community Care services, important information about you is collected
in a patient record for that service. Collecting this information helps to ensure you get the best possible
care and treatment. The information collected about you when you use these services can also be used
and provided to other organisations for purposes beyond your individual care, for instance to help with:
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â–ª Improving the quality and standards of care provided
â–ª Research into the development of new treatments
â–ª Preventing illness and diseases
â–ª Monitoring safety
â–ª Planning services
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This may only take place when there is a clear legal basis to use this information. All these uses help to
provide better health and care for you, your family and future generations. Confidential patient
information about your health and care is only used like this where allowed by law.
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Most of the time, anonymised data is used for research and planning so that you cannot be identified in
which case your confidential patient information isn’t needed.
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You have a choice about whether you want your confidential patient information to be used in this way.
If you are happy with this use of information you do not need to do anything. If you do choose to opt out
your confidential patient information will still be used to support your individual care. To find out more
or to register your choice to opt out, please visit www.nhs.uk/your-nhs-data-matters. On this web page
you will:
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â–ª See what is meant by confidential patient information
â–ª Find examples of when confidential patient information is used for individual care and examples
of when it is used for purposes beyond individual care
â–ª Find out more about the benefits of sharing data
â–ª Understand more about who uses the data
â–ª Find out how your data is protected
â–ª Be able to access the system to view, set or change your opt-out setting
â–ª Find the contact telephone number if you want to know any more or to set/change your opt-out
by phone
â–ª See the situations where the opt-out will not apply
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You can also find out more about how patient information is used at:
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https://www.hra.nhs.uk/information-about-patients/ (which covers health and care research); and
https://understandingpatientdata.org.uk/what-you-need-know (which covers how and why patient
information is used, the safeguards and how decisions are made)
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You can change your mind about your choice at any time.
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Data being used or shared for purposes beyond individual care does not include your data being shared
with insurance companies or used for marketing purposes and data would only be used in this way with
your specific agreement.
NHS Health and care organisations must have systems and processes in place so they can be compliant
with the national data opt-out and apply your choice to any confidential patient information they use or
share for purposes beyond your individual care.
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Our practice only uses your personal health data to provide individualised care to you and does not
disclose your data for any other purposes. The national data opt-out does not apply to our usage of your
data and we are compliant with the policy.
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Privacy Notice For Children
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The practice keeps records of your name, address, date of birth and details of any health problems as
well as details of your dental treatment and details about your family. We keep this information so that
we can provide you with the best dental care. Your personal information is kept very confidentially and
securely.
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We only use your personal information so we can give you the best dental care and for sending
reminders to you.
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We only pass your personal information to another dentist, doctor or hospital if you have a problem
that requires their special skills and you need to go and see them. We will not give your information to
anyone else unless the law allows us to, or we have to provide it for legal reasons.
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If you leave the practice, we will stop using your information, but will keep it confidentially and securely
until you are 25 years old (or 26 years old if you were 17 when your last treatment ended), or for 15
years (NHS patient)/11 years (private patient) after the completion of treatment, whichever is longer.
We will then review if and when we can delete it. You can always ask for a copy of the information we
hold for you, we can transfer it to another dentist or doctor at your request and you can ask us to stop
using your personal information to send letters or contact you in other ways if you are no longer a
patient at the practice.
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When you reach 18 years of age the Privacy Notice about how we process your personal information will
change to the adult version. This can be found on our website.
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If you would like a copy of the information we hold about you or if you have any other enquiries such
as correcting an error in your information or providing a copy of your information to somebody else
please contact:
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The Information Governance Lead, Jade Watson:
66 Langdale Road, Dunstable, Bedfordshire, LU6 3BS
Email: queensburydentalpractice@gmail.com,
Phone: 01582 605184.
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Patient Complaints Procedure
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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, investigating 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 and we will be happy to answer any questions you may have about this
procedure.
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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. We accept
complaints made verbally as well as written complaints. If you do not feel you can raise
a complaint about your NHS service directly with us, you can address your complaint
directly to https://bedfordshirelutonandmiltonkeynes.icb.nhs.uk/, whose complaints
process is detailed on their website.
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Jade Watson is the Complaints Manager and will be your personal contact to assist you
with any complaints. We aim to resolve verbal complaints within 24 hours where
possible, but if you complain in writing the Complaints Manager will send an
acknowledgement letter within 3 working days and will aim to provide a full response
in writing as soon as practical.
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You can send your complaints to 66 Langdale Road, Dunstable, Beds LU6 3BS, call us on
01582 605184 or email the Complaints Manager on queensburydentalpractice@gmail.com.
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If the Complaints Manager is unavailable, we will take brief details about the complaint
and will arrange for a meeting when it is suitable for you and the practice. We will keep
comprehensive and confidential records of your complaint, which will be stored
securely and only be accessible to those who need to know about your complaint. If
the complaint investigation takes longer than anticipated, the Complaints Manager will
contact you at least every ten working days to keep you informed of the reason for any
delays, the progress of the investigation, and the proposed date it will be completed.
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When the investigation has been completed, you will be informed of its outcome in
writing. We will make our response clear, addressing each of your concerns as best as
we can. You will also be 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.
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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 the
matter further, please see the contacts below.
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If you are dissatisfied with our response to a complaint, 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. Please see the contact details below.
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Contacts
GDC private dental complaints service can be contacted by calling 020 8253 0800 or visiting www.dentalcomplaints.org.uk.
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If you are still unhappy about your NHS complaint, you can contact the Parliamentary
Health Ombudsman (England): by calling 0345 015 4033 or visiting www.ombudsman.org.uk
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You can also contact The Care Quality Commission (CQC) who regulates 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.
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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
at information@gdc-org.uk, or by calling 020 7167 6000.
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Appointment Management and Cancellation Policy
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It is the aim of this practice to provide quality dental care to our patients and to use clinical time
effectively. To achieve this aim, we have an appointment management and cancellation policy.
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Management of appointments
Our appointment system supports timely access to care and treatment, allows patients to access services
at a time that suits them and minimises the length of time people have to wait. Appointments can be
made or rescheduled by calling our dedicated appointments line on 01582 605184.
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Reminders
Text reminders are sent to patients 3 days before any appointment and patients are requested to inform
the practice of any changes to their contact details.
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Cancellation or delay of an appointment by the practice
We will only cancel or delay a patient’s appointment in unavoidable circumstances. In such cases, we will
take the following steps:
â–ª The patient will be contacted as soon as the practice is aware of the need to cancel or delay the
appointment. We will explain the reason for the cancellation or delay
â–ª At the time of contact, the patient will be offered a new appointment at the earliest time
available
â–ª If the patient is unable to commit to a new appointment during that contact, we will ask them to
get in touch at a later time, when we will offer them a priority appointment
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Cancellation of an appointment or missed appointment by a patient
Patients are requested to give at least 24 hours’ notice to cancel a dental appointment. Cancellations
should be made by telephone on: 01582 605184. Late cancellations and missed appointments may
represent a cost to the practice, when other patients could have been seen in the time set aside for the
patient.
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We do not make a charge for NHS patients for a late cancellation or missed appointment. However, we
reserve the right to ask a patient to find another dental practice if they continue to miss appointments.
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If more than two NHS dental appointments are missed or cancelled with less than 24 hours’ notice, we
do not guarantee being able to complete a patient’s NHS treatment or offer them NHS treatment in the
future.
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There is a fee for private dental appointments that are missed or cancelled with less than 48 hours’
notice.
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We understand that cancellations are sometimes unavoidable due to illness or emergencies and we will
take account of all valid circumstances.
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Any appeals about missed or cancelled appointment decisions by a patient should be made in writing to
the Practice Manager, Jade Watson.