Cancellation and Registration Policy

If you need to cancel your appointment we require 48 working hours notice. We ask for all cancellations to be made in writing over email, in person or via our phone line, a voice message should the practice be closed is also acceptable.

 

For any private appointments giving less than 48 working hours notice will result in a minimum charge of £30, although this can be higher depending on the complexity of the procedure which would have been already prepared for.

 

For any NHS appointments giving less than 48 working hours notice a ‘fail to attend’/FTA occurs or late cancellation, should any existing patient FTA 2 times/ late cancel or more they are removed from the NHS list. Should any New patients fail to attend 1 NHS appointment prior to being seen or late cancel they will be removed from the NHS list

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If you are an NHS patient registered to Marford Dental Practice, it is your responsibility to ensure regular attendance to maintain your oral health and patient status. Failure to attend annually will result in removal from our patient listing. To view our NHS Dental Registrations Policy: Click Here

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We do ask for deposits for all appointments. We can appreciate appointment times may need to be changed. We do ask kindly if an appointment time does need to be changed 48 working hours notice to be provided for the deposit to remain valid. The deposit may be lost if adequate notice is not provided.  

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For any patient wishing to dispute the policy due to a situation out of your control we request something is put in writing to the practice manager, Nik Amin: info@marfordroaddental.co.uk, Marford Dental, 34 Marford Road, Wheathampstead, AL4 8AS

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All patients of Marford Dental Practice are required to read our terms and conditions which form part of our cancellation policy.

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Our terms and conditions state:

1. 48 Working Hours notice is required to cancel any appointment at Marford Dental Practice 

2. Patients are to pay all fees when they become due

3. If an FTA occurs a minimum cancellation fee of £30 will be charged (Private appointments only). If 2 or more NHS appointments are failed or late cancelled we reserve the right to no longer see the patient under the provision of NHS

 

 

Privacy

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. 

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This Privacy Notice is available on the practice website at www.marfordroaddental.co.uk or at reception or by email if you contact info@marfordroaddental.co.uk by calling the practice on 01582 833408.

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.

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The categories of data we process are:

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• Personal data for the purposes of staff and self-employed team member management

• Personal data for the purposes of direct mail, email, text or 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

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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.

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• [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]

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The lawful basis for processing special category data such as patients’ and employees’ health data is:

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• 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 professiona

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The lawful basis of processing personal data such as name, address, email or phone number is:

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• 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 procedure available from the practice.

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You have the following personal data rights:

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• 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

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Further details of these rights can be seen in our Information Governance Procedures or at the Information Commissioner’s website. Here are some practical examples of your rights:

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• 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.

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• 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 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.

Comments, suggestions and complaints:

Please contact Mr Nik Amin at the practice for a comment, suggestion or a complaint about your data processing at info@marfordroaddental.co.uk or calling 01582 833408 or by writing to or visiting the practice at 34 Marford Road, Wheathampstead, St Albans, AL4 8AS. 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

You can also use these contact details to request copies of the following practice policies or procedures:

• Data Protection and Information Security Policy, Consent Policy

• Privacy Impact Assessment ,Information Governance Procedure

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Cookies

What are cookies?

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As is common practice with almost all professional websites, this site uses cookies, which are tiny files that are downloaded to your computer, to improve your experience. This page describes what information they gather, how we use it and why we sometimes need to store these cookies. We will also share how you can prevent these cookies from being stored however this may downgrade or ‘break’ certain elements of the site’s functionality.

For more general information on cookies see the Wikipedia article on HTTP Cookies at https://en.wikipedia.org/wiki/HTTP_cookie

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How we use cookies

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We use cookies for a variety of reasons detailed below. Unfortunately, in most cases, there are no industry standard options for disabling cookies without completely disabling the functionality and features they add to this site. It is recommended that you leave on all cookies if you are not sure whether you need them or not, in case they are used to provide a service that you use.

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Disabling cookies

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You can prevent the setting of cookies by adjusting the settings on your browser (see your browser Help for how to do this). Be aware that disabling cookies will affect the functionality of this and many other websites that you visit. Disabling cookies will usually result in also disabling certain functionality and features of this site. Therefore, it is recommended that you do not disable cookies.

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The cookies we set

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In order to provide you with a great experience on this site, we provide the functionality to set your preferences for how this site runs when you use it. In order to remember your preferences, we need to set cookies so that this information can be called whenever you interact with a page which is affected by your preferences.

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What are the different types of cookies?

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Different cookies are used to perform different functions. We detail below our use of cookies. You do have choices about how cookies are used.

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We use cookies that are essential and first party; they are set by the web server of the visited page and share the same domain. These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as filling in forms.

You can set your browser to block or alert you about these cookies, but some parts of the site will not then work. These cookies do not store any personally identifiable information.

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Third Party Cookies for advertising and performance; in some special cases we also use cookies provided by trusted third parties. The following section details which third party cookies you might encounter through this site.

This site uses Google Analytics cookies which is one of the most widespread and trusted analytics solutions on the web. These cookies allow us to count visits and traffic sources so we can measure and improve the performance of our site. They help us to know which pages are the most and least popular and see how visitors move around the site.

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All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies we will not know when you have visited our site, and will not be able to monitor its performance. For more information on Google Analytics cookies, see the official Google Analytics page (https://support.google.com/analytics/answer/6004245)

Targeting cookies may be set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant adverts on other sites.

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They do not store directly personal information, but are based on uniquely identifying your browser and internet devices. If you do not allow these cookies, you will experience less targeted advertising.

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We also use social media buttons and/or plugins on this site that allow you to connect with your social network in various ways, such as sharing pages or links. For these to work the following social media sites (if available) Facebook, Instagram, Twitter, YouTube, Google+ will set cookies through our site which may be used to enhance your profile on their site or contribute to the data they hold for various purposes outlined in their respective privacy policies.

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Our website also contains a Facebook Pixels Code: A pixel refers to the code that is placed on your computer in order to trigger a cookie. We sometimes use this methodology to allow us to deliver more relevant messages to you.

For SEO (search engine optimisation) purposes, from time to time we test new features and make subtle changes to the way that the site is delivered. When we are still testing new features these cookies may be used to ensure that you receive a consistent experience whilst on the site, whilst ensuring we understand which optimisations our users appreciate the most.

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Session cookies and persistent cookies; our website is hosted on servers that use two different types of cookies. The first type is known as a ‘session-based’ cookie and is allocated to your computer only for the duration of your visit to our website. It helps you to move around the website faster. This cookie automatically expires when you close down your browser, or complete a task (such a form completion). The second type of cookie is known as a ‘persistent’ cookie. These cookies will remain on your computer for a period of time set for each cookie. These cookies allow us to collect data on behaviours such as how many times you visited a page.

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How to refuse or opt out of cookies

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Most browsers and websites automatically accept cookies but provide controls that allow you to block or delete them. This site has an “implied consent” policy for these cookies, which assume the user has set their cookies on their browser to active. A cookie policy banner is visible until the user acknowledges it and accepts the banner (they can also click on it to read more).

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If you wish to block cookies from your browser software, please check the browser help menu for relevant instructions. Take care to ensure that you select the correct type and version of your browser software.

Unfortunately, if you choose to decline cookies, some of the interactive features and some functionality of our websites and our services may not be available to you. We advise regular users of our websites and services to accept cookies from us.

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How to change your browser settings to disable cookies

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Microsoft Internet Explorer 6, 7, 8 (Windows XP/Vista)

1. Select Tools from the main task bar, then Internet Options.

2. Click the Privacy tab.

3. Choose the settings you want.

4. Click OK.

Microsoft Internet Explorer 8,9 (Windows 7)

1. Click on the Settings cog icon (top right).

2. Click on Internet Options.

3. Click on Privacy and choose your options.

4. Click Apply and then OK.

Firefox 3.0+, 4.0+, 5.0+,6.0+

1. Choose Tools from the main task bar, then options.

2. Click the privacy tab.

3. Choose the settings you want.

4. Click OK.

Safari 5 & 6

1. Choose Safari from the main task bar, then preferences.

2. Click on the privacy panel.

3. Choose the settings you want.

4. Click X to close

Google Chrome

1. Click the menu icon and select Settings from the list.

2. Click the Show the advance settings.

3. Click Content Settings in the Privacy section.

4. Choose the settings you want.

5. Click X to close.

Mobile Devices iOS

1. From the home screen, choose Settings.

2. Select Safari.

3. Click Accept Cookies.

4. Choose your preferred settings.

Android

1. Start the browser application.

2. Click the Menu button.

3. Select the More option, then Settings.

4. Tick or clear Accept cookies.

Windows Phone 7

1. From the home screen, click on the right arrow.

2. Scroll down to Settings.

3. Swipe across and select Internet Explorer.

4. Tick or clear Accept cookies.

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More information

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By using our site, as per the EU Cookie Law (https://wikis.ec.europa.eu/display/WEBGUIDE/04.+Cookies) you are agreeing to these cookies being stored by your browser and their data being shared with the aforementioned services.

If there is something that you aren’t sure whether you need or not, it’s usually safer to leave cookies enabled in case it does interact with one of the features you use on our site. However, if you are still looking for more information then you can contact us at email address: info@marfordroaddental.co.uk

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Complaints Procedure

Code of Practice for Patient Complaints

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At Marford Dental we take complaints very seriously and try to ensure that all our patients are pleased with their experience of our service.  When patients complain, they are dealt with courteously and promptly so that the matter is resolved as quickly as possible. This procedure is based on these objectives.

Our aim is to react to complaints in the way in which we would want our complaint about a service to be handled.  We learn from every mistake that we make and we respond to customers’ concerns in a caring and sensitive way.

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1. The person responsible for dealing with any complaint about the service which we provide is Nik Amin, our Complaints Manager.

2. If a patient complains on the telephone or at the reception desk, we will listen to their complaint and offer to refer him or her to the Complaints Manager immediately. If the Complaints Manager is not available at the time, then the patient will be told when they will be able to talk to the dentist and arrangements will be made for this to happen. The member of staff will take brief details of the complaint and pass them on. If we cannot arrange this within a reasonable period or if the patient does not wish to wait to discuss the matter, arrangements will be made for someone else to deal with it.

3. If the patient complains in writing the letter or email will be passed on immediately to the Complaints Manager.

4. If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the dentist, unless the patient does not want this to happen.

5. We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice as soon as possible, normally within 3 working days.

6. We will seek to investigate the complaint within 10 working days of receipt to give an explanation of the circumstances which led to the complaint. If the patient does not wish to meet us, then we will attempt to talk to them on the telephone. If we are unable to investigate the complaint within 10 working days we will notify the patient, giving reasons for the delay and a likely period within which the investigation will be completed.

7. We will confirm the decision about the complaint in writing immediately after completing our investigation.

8. Proper and comprehensive records are kept of any complaint received.

9. If patients are not satisfied with the result of our procedure then a complaint may be made to:

• 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

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Zero Tolerance Policy

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The Practice takes it very seriously if a member of staff or one of the dentists or nursing team is treated in an abusive or violent way.

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The Practice supports the government’s ‘Zero Tolerance’ campaign for Health Service Staff. This states that practitioners and their staff have a right to care for others without fear of being attacked or abused. To successfully provide these services a mutual respect between all the staff and patients has to be in place. All our staff aim to be polite, helpful, and sensitive to all patients’ individual needs and circumstances. They would respectfully remind patients that very often staff could be confronted with a multitude of varying and sometimes difficult tasks and situations, all at the same time. The staff understand that ill patients do not always act in a reasonable manner and will take this into consideration when trying to deal with a misunderstanding or complaint.

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However, aggressive behaviour, be it by shouting, violence or abuse, will not be tolerated and may result in you being removed from the Practice list and, in extreme cases, the Police being contacted.

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In order for the practice to maintain good relations with their patients the practice would like to ask all its patients to read and take note of the occasional types of behaviour that would be found unacceptable:

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• Shouting at any member of staff or other patients 

• Using bad language or swearing at practice staff

• Any physical violence towards any member of the Primary Health Care Team or other patients, such as pushing or shoving

• Verbal abuse towards the staff in any form including verbally insulting the staff

• Racial abuse and sexual harassment will not be tolerated within this practice

• Persistent or unrealistic demands that cause stress to staff will not be accepted.

• Requests will be met wherever possible and explanations given when they cannot:

• Causing damage/stealing from the Practice’s premises, staff or patients

• Obtaining drugs and/or medical services fraudulently

• We ask you to treat your Dentists and their staff courteously at all times.

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REMOVAL FROM THE PRACTICE LIST

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A good patient-practice relationship, based on mutual respect and trust, is the cornerstone of good patient care. The removal of patients from our list is an exceptional and rare event and is a last resort in an impaired patient-practice relationship. When trust has irretrievably broken down, it is in the patient’s interest, just as much as that of the practice, that they should find a new practice. An exception to this is on immediate removal on the grounds of violence e.g. when the Police are involved.

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REMOVING OTHER MEMBERS OF THE HOUSEHOLD

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In rare cases, however, because of the possible need to visit patients at home it may be necessary to terminate responsibility for other members of the family or the entire household. The prospect of visiting patients where a relative who is no longer a patient of the practice by virtue of their unacceptable behaviour resides, or being regularly confronted by the removed patient, may make it too difficult for the practice to continue to look after the whole family. This is particularly likely where the patient has been removed because of violence or threatening behaviour and keeping the other family members could put dentists or their staff at risk.

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