Redhead Orthodontics

0207 637 0777

Practice Policies

Adverse Reaction to Drugs

The importance of obtaining accurate medical history of patients cannot be stressed too highly. It should always be ascertained whether there has been any change in medical circumstances ahead of commencing treatment, particularly where drugs may be an element of the treatment plan to be followed. Intolerance or allergy will occasionally manifest with no previous history.

This practice is committed to providing a safe, supportive environment for patients. All patients will have a chaperone present for every consultations, examination or procedure. Usually this will be a member of staff but it may also be a family member or friend. The role of a chaperone includes:
Providing emotional comfort and reassurance to patients
To act as an interpreter
To provide protection to healthcare professionals against unfounded allegations of improper behaviour

Child Safety
The practice is committed to create and maintain a safe environment for children and young people. This practice recognises the complexity of laws regulating child minding and has created this policy to ensure that the staff members are not given the responsibility to look after the children of patients.
Whilst on the practice premises, children and young people must be accompanied by an adult carer at all times. As the staff members are not registered child minders they are unable to accept the responsibility for looking after young children whilst their carer is having dental treatment.
The reception staff will advise adult patients with carers’ responsibilities for young children to make alternative childcare arrangements whilst attending dental appointments whenever possible. If the arrangements cannot be made the reception staff will ask the carer to take the child into the treatment room with them.

Child and Vulnerable Adult Protection
There is an effective process for identifying and responding appropriately to signs and allegations of abuse. There is an effective process for preventing abuse before it occurs, and minimising the risks of further abuse once it has occurred.
A child is defined as a person under the age of 18. A vulnerable adult is any person aged 18 or over who is or may be in need of health or social care services by reason of a mental, physical or learning disability, age or illness and who is or may be vulnerable to take care of him or herself, or unable to protect him or herself against significant harm or serious exploitation.
Where staff are likely to engage with a child or vulnerable adult on a one-to-one basis, the staff member is appropriately trained in issues related to child and vulnerable adult protection.
The lead person for child and vulnerable adult protection is Alex Redhead. Every team member knows the name of the lead person for child and vulnerable adult protection. All suspicions and allegations of abuse will be taken seriously and responded to swiftly and appropriately. All staff have a responsibility to report concerns to the appropriate lead member of staff. All team members are required to undergo an enhanced DBS check. The practice will not employ anyone who has been barred by the Independent Safeguarding Authority (ISA).

Good practice guidelines
A chaperone is always present when treating a child or vulnerable adult.
Gratuitous physical contact is never made with a patient. If a patient needs comforting, staff use discretion to ensure that any physical contact is appropriate.
Physical force is never used against a patient, unless it constitutes reasonable restraint to protect him/her or another person or to protect property. If it is necessary to restrain a patient because they are an immediate danger to themselves or others or to property the minimum amount of force is used for the shortest amount of time.
Any problems are referred to the child and vulnerable adult protection lead.




 “Personal data” is any information about a living individual which allows them to be identified from that data (for example a name, photographs, videos, email address, or address).  Identification can be by the information alone or in conjunction with any other information.  The processing of personal data is governed by [the Data Protection Bill/Act 2017 the General Data Protection Regulation 2016/679 (the “GDPR” and other legislation relating to personal data and rights such as the Human Rights Act 1998].

The practice will only keep relevant information about employees for the purposes of employment, or about patients to provide them with safe and appropriate dental care. The practice will not process any relevant ‘sensitive personal data’ without prior informed consent. As defined by the Act ‘sensitive personal data’ is that related to political opinion, racial or ethnic origin, membership of a trade union, the sexual life of the individual, physical or mental health or condition, religious or other beliefs of a similar nature. Sickness and accidents records will also be kept confidential.

All manual and computerised records will be kept in a secure place; they will be regularly reviewed, updated and destroyed in a confidential manner when no longer required. Personnel records will only be seen by appropriate management.

Patients’ records will only be seen by appropriate team members. To facilitate patients’ health care the personal information about them may be disclosed to a doctor, health care professional, hospital, NHS authorities, the Inland Revenue, the Benefits Agency (when claiming exemption or remission from NHS charges) or private dental schemes of which the patient is a member. In all cases the information shared will be only that which is relevant to the situation. In very limited cases, such as for identification purposes, or if required by law, information may have to be shared with a party not involved in the patient’s health care. In all other cases, information will not be disclosed to such a third party without the patient’s written authority.

Access to records
Patients and team members can have access to the original of the records kept about them free of charge.

There are no fees or charges for the first request but additional requests for the same data may be subject to an administrative fee.

To receive a copy of all records kept about them by the practice a team member or a patient should make a written request to the Practice Manager. The Practice Manager will provide a copy within a period of 1 month. An employee or a patient may challenge information held on record and following investigation should the information be inaccurate; the practice will correct the information and inform the patient or the team member of the change in writing.
For a full copy of our Data Protection Policy please speak with our practice manager Alex Redhead on 0207 637 0777..


New Data Controller Policy

We are a Data Controller under the terms of the Data Protection Act 2017 and the requirements of the EU General Data Protection Regulation.

 This Privacy Notice explains what Personal Data the practice holds, why we hold and process it, who we might share it with, and your rights and freedoms under the law.

 Types of Personal Data

 The practice holds personal data in the following categories:

  1. Patient clinical and health data and correspondence.
  2. Staff employment data.
  3. Contractors’ data


Why we process Personal Data (what is the “purpose”)


“Process” means we obtain, store, update and archive data.

  1. Patient data is held for the purpose of providing patients with appropriate, high quality, safe and effective dental care and treatment.
  2. Staff employment data is held in accordance with Employment, Taxation and Pensions law.
  3. Contractors’ data is held for the purpose of managing their contracts.


What is the Lawful Basis for processing Personal Data?


The Law says we must tell you this:

  1. We hold patients’ data because it is in our Legitimate Interest to do so. Without holding the data we cannot work effectively. [Also, we must hold data on NHS care and treatment as it is a Public Task require by law].
  2. We hold staff employment data because it is a Legal Obligation for us to do so.
  3. We hold contractors’ data because it is needed to Fulfil a Contract with us.


Who might we share you data with?

We can only share data if it is done securely and is necessary to do so.

  1. Patient data may be shared with other healthcare professionals who need to be involved in your care (for example if we refer you to a specialist or need laboratory work undertaken). [Patient data may also be stored for back-up purposes with our computer software suppliers] [who may also store it securely].
  2. Employment data will be shared with government agencies such as HMRC or NEST pensions.



You have the following rights with respect to your personal data:

When exercising any of the rights listed below, in order to process your request, we may need to verify your identity for your security.  In such cases we will need you to respond with proof of your identity before you can exercise these rights.


 You have the right to:


  1. Be informed about the personal data we hold and why we hold it.
  2. Access a copy of your data that we hold by contacting us directly: we will acknowledge your request and supply a response within one month or sooner.
  3. Check the information we hold about you is correct and to make corrections if not.
  4. Have your data erased in certain circumstances.
  5. Transfer your data to someone else if you tell us to do so and it is safe and legal to do so.
  6. Tell us not to actively process or update your data. We may continue to hold your data to comply with your other rights or to bring or defend legal claims..



Any electronic personal data transferred to countries or territories outside the EU will only be placed on systems complying with measures giving equivalent protection of personal rights either through international agreements or contracts approved by the European Union.  


How long is your personal data stored for?


  1. We will store patient data for as long as we are providing care, treatment or recalling patients for further care. We will archive (that is, store it without further action) for as long as is required for legal purposes as recommended by the NHS or other trusted experts recommend.
  2. We must store employment data for six years after the employee has left.
  3. We must store contractors’ data for seven years after the contract has ended.


What if you are not happy or wish to raise a concern about our data processing?


You can complain in the first instance to Redhead Orthodontics ARKR limited our data protection officer is Alex Redhead on 0207637 0777 and we will do our best to resolve the matter. If however you are still not happy, you can complain to the Information Commissioner at or by calling 0303 123 1113.


All reasonable steps have been taken to ensure that premises are accessible to all those who need to use them in keeping with the requirements of the Disability Discrimination Act 1995. The practice is committed to complying with the Disability Discrimination Act 1995 and the Equality Act 2010 by ensuring that disabled patients have the same access to our services as non-disabled patients. For the purpose of this policy the term disabled may include people with physical and sensory impairments, with learning disabilities, chronic or terminal illness and users of mental health services. The application of all policies and procedures ensures that people are protected from unlawful discrimination.
The practice management has made every effort with facilities, policies, procedures, communication, signage and staff training to ensure the ease of access to our services. .
The practice staff familiarise themselves with the requirements of the Disability Discrimination Act and Equality Act and receive training in issues relevant and important to disabled people. The members of the practice strive to use language that is easy to understand and meets the needs of all disabled people. When communicating with disabled patients staff:
Ask everyone about their requirements in advance ‘Please let me know if you require any particular assistance’ and be able to respond sensibly
Do not patronise, make assumptions or think they know best
Are ready to offer assistance, but never impose it
Are prepared as necessary to :

  • Sit or bend down to talk to a person at his or her eye-level
  • Offer a seat or help with doors
  • Let the person take their arm for guidance or support
  • Offer the use of equipment, e.g. a clipboard as an alternative writing surface
  • Use appropriate ways of communicating, e.g. writing notes if someone finds speech difficult to understand
  • Be courteous, patient and always talk to a disabled person directly, never through his or her companion; never shout or call attention to anyone; never compromise the person’s right to privacy or confidentiality; check to make sure they have been understood
  • The practice management welcomes patients’ views and suggestions on how we can improve services. If suggestions are made the practice will inform everyone about the adjustment plans and their proposed completion dates.

Emergency Planning and Business Continuity
There are arrangements in place to provide safe and effective care in the event of a failure in major utilities, fire, flood or other emergencies. All staff, people who use services and others provided with information on the risks to their health and safety, protective measures and what to do in the event of an emergency, for example fire. The practice has emergency plans in place to deal with unexpected emergencies and incidents.

Evidence-based Dentistry
The practice is committed to complying with the current guidelines on using an evidence-based approach.
We endeavour to keep our knowledge and skills current by:
Following and keeping up-to-date with evidence-based guidance
Using relevant local referral protocols
Using standard care pathways, where appropriate
Applying the principles of research governance
Sharing information, skills and clinical experience at regular practice meetings

Equality & Diversity Statement
The practice is committed in the care we provide to all our patients. We ensure that all those using our services receive the highest possible standard of service irrespective of ethnicity, race, marital status, gender, sexual orientation, age, disability, religion, beliefs, civil partnership status or chronic illness.
The staff at Redhead Orthodontics are fully committed in providing equality in all of our services and our equal opportunities policy has been developed to ensure this. We continue to monitor and apply our equal opportunities policy to ensure it meets and reflects our diverse patient base.
We ensure that these same standards will be received by all those employed by Redhead Orthodontics.

Redhead Orthodontics makes sure that equipment:

  • Is suitable for its purpose
  • Is available
  • Is properly maintained
  • Is used correctly and safely
  • is validated, tested and inspected as required

Failed Appointments
The practice will endeavour to manage our appointments system to avoid delays in appointment times and minimize loss of surgery time through cancellations and failed appointments.
We will remind patients of their appointments by their preferred method
Monitor our waiting times for treatment and for booking appointments
Provide as much notice as possible when appointments have to be changed, cancelled or if we are running late and explain the reasons
Advise patients if there is a change of their practitioner
We kindly ask that in return you:
Arrive on time for your dental appointment. Please give the practice at least 24 hours notice if you are unable to attend. We may charge for missed appointments where we have not been notified OR if you miss an appointment on more than one occasion without letting us know, we may need to review future provision of treatment at the practice.

People who pay for services know how much they are expected to pay, when and how, and what service they will get for the amount paid. There are printed price lists available at reception and on the practice web site. Patients are always informed of the fees for their treatment at the consultation appointment.

Fitness to Practice
Healthcare professionals within this Practice are required to maintain their levels of competence within all aspects of their appointed role. This is achieved through continued professional development, private study, attending conferences/seminars, taking part in shared learning initiatives within the Practice or through an independent provider. The performance of the professional is reviewed on a regular basis – through performance review or appraisal and patient or co-worker feedback. Where the standard of performance is called into question or is seen to have fallen below acceptable levels, for example as a direct result of a patient complaint, that professional may face professional body intervention and investigation in addition to practice investigation. The professional body may provide advice or guidance for that professional or place practicing restrictions on him/her. As a final resort it could lead to deregistration. No action is taken by the professional body before a full and thorough investigation is conducted.

Financial position
People who use services can be confident that the service provider is able to meet the financial demands of providing safe and appropriate services. This is because the provider who complies with the regulations has the financial resources needed to provide and continue to provide the services as described in the statement of purpose to the required standards.

Request an Appointment

0207 637 0777