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At Ilford Dental Centre we strive to make your dental visit and experience as pleasant as possible. When we succeed it is good to receive positive feedback. When we fall short, we apologise and we also welcome feedback. We would be grateful, if you could contact our complaints manager, Ms. Fiona Thompson on Tel: 020 8478 1150. We hope to resolve any issues as soon as possible, usually within 48 Hours.

Complaining about NHS dental treatment

If you wish to make a complaint about the care or service provided by your dentist or dental surgery, contact the person responsible for the practice complaints procedure (Ms. Fiona Thompson). Your dentist will try to resolve your complaint.If you remain unhappy with the outcome of your complaint  you can discuss this matter further with NHS England or The Health Service Ombudsman can also review your complaint at Millbank Tower, Millbank, London SW1P 4QP. Telephone 0345 015 4033 or email ohsc.enquires@ombudsman.gsi.gov.uk. Further information about making a complaint is available from the surgery.

Complaining about private dental treatment

If you wish to make a complaint about private dental services, contact the person responsible for the practice complaints procedure (Ms. Fiona Thompson). Your dentist will try to resolve your complaint, however you can contact the Dental complaints  by email: info@dentalcomplaints.org.uk.

DATA PROTECTION

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. 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. We can only keep and use information for specific reasons set out in the law. If we want to keep and use information about your health, we can only do so in particular circumstances.

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 Specialist dental or medical services to which we may refer you.
NHS payment authorities
The Department for Work and Pensions and its agencies, where you are claiming exemption or remission from NHS charges
Dental laboratories
Debt collection agencies
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. We will let you know in advance if we send your medical information to another medical provider and we will give you the details of that provider at that time.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.

We store your personal information securely on our practice computer 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. At your request, we will delete non-essential information (for example some contact details) before the end of this period.

You have a right to access the information that we hold about you and to receive a copy. 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 some of the information we hold. For legal reasons, we may be unable to erase certain information (for example, information about your dental treatment). However, we can, if you ask us to, delete some contact details and other non-clinical information.

Stop using your information – for example, sending you reminders for appointments or information about our service. Even if you have given us consent to send you marketing information, you may withdraw that consent at any time.

Stop using information if you believe the information is inaccurate or you believe we are using your information illegally.

Supply your information electronically to another dentist.

If we are relying on your consent to use your personal information for a particular purpose, you may withdraw your consent at any time and we will stop using your information for that purpose.

Our data protection officer, ensures that the practice complies with data protection requirements to ensure that we collect, use, store and dispose of your information responsibly. You can contact our data protection officer, by email at info@ilforddental.com.

​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).

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