Adverse Reaction to Drugs
The importance of obtaining an 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.
Bullying and harassment
All members of staff are entitled to be treated with dignity and respect in their place of work. This means freedom from behaviour by colleagues that can be interpreted as bullying or harassment or that causes offence, and access to redress if such behaviour does arise.
It also means standards of everyday behaviour that contribute to a working environment in which mutual respect and individual dignity are maintained.
Behaviour can constitute bullying or harassment where: it violates the dignity of a member of staff on the grounds of their race, colour, ethnic origin, gender, sexual orientation, disability, gender reassignment, or age (the protected characteristics); or where it creates an intimidating, hostile and degrading, humiliating or offensive environment. Individual or accumulative acts can seriously undermine the dignity, confidence, and work satisfaction to such an extent that it has an effect on job performance and general happiness both inside and outside work.
Conduct becomes harassment if it persists and it has been made clear that it is regarded as offensive by the recipient or a witness to the conduct, although a single offensive act can amount to harassment if it is sufficiently serious.
Bullying and harassment can be further defined in the following ways:
Harassment based on race, colour or ethnic origin
Harassment based on race, colour or ethnic origin is conduct at work directed towards a colleague by another colleague or group of colleagues which is racist in nature, and which is regarded as unwelcome or offensive by the recipient or a witness.
The following are examples that illustrate such conduct, though this is not an exhaustive list: Jokes about race, colour or ethnic origin
- Use of offensive names
- References to colleagues by offensive, racist descriptions
- Use of offensive or insensitive stereotypes
- Verbal abuse based on race, colour or ethnic origin
- Circulation or display of offensive material based on race, colour or ethnic origin. Detrimental behaviour because of a colleague’s race, colour or ethnic origin.
Sexual harassment is conduct directed towards a colleague by another colleague or group of colleagues which is of a sexual nature, or which is based on a colleagues gender, and which is regarded as unwelcome or offensive to the recipient or a witness.
The following are examples which illustrate such conduct, though this is not an exhaustive list: Unwanted physical contact
- Contact which is intimidating, or physically or verbally abusive
- Jokes that are based on sexual or gender issues
- Non-verbal conduct, such as staring or gestures
- Suggestions that sexual favours may further a person’s career or that refusal may hinder it. Sexual advances, propositions, suggestions or pressure for sexual activity at or outside work.
Harassment based on disability
Harassment based on disability is conduct directed towards a colleague by another colleague or group of colleagues which is based on the colleague’s disability or association with someone who has a disability and which is unwelcome to the recipient or a witness.
The following are examples which illustrate such behaviour, though this is not an exhaustive list: Jokes about disability
- Use of offensive names
- Use of offensive or insensitive stereotypes
- Verbal abuse based on disability
- Circulation or display of offensive material based on disability
- Deliberate actions designed to hinder a colleague’s ability to undertake his/her duties
- because of their disability.
Harassment based on sexual orientation
Harassment based on sexual orientation is conduct directed towards a colleague by another colleague or group of colleagues which is based on the sexuality of the colleague and which is unwelcome by the recipient or a witness.
The following are examples which illustrate such behaviour, though this is not an exhaustive list:
- Jokes about sexuality
- Use of offensive names
- Use of offensive or insensitive stereotypes
- Verbal abuse based on sexuality
- Circulation or display of offensive material based on sexuality.
Harassment based on age
Harassment based on age is conduct directed towards a colleague by another colleague or group of colleagues which is based on the age of the colleague and which is unwelcome by the recipient or a witness.
- Jokes about age
- Use of offensive names
- Use of offensive or insensitive stereotypes
- Verbal abuse based on age
- Circulation or display of offensive material based on age.
Detrimental behaviour because of being associated with a protected characteristic
Bullying and harassment may not be based on the fact that a colleague belongs to a particular group, but simply because the individual has been singled out for such treatment or associates with someone of a protected characteristic.
For example, this would include claiming someone is gay when they are not or making fun of someone who has a disabled relative. The bullying and harassment may take the following forms, though again this is not intended as an exhaustive list:
- Limiting or withdrawing verbal communication
- Isolating a colleague by unfriendly behaviour
- Behaviour designed to belittle or produce anxiety in a colleague
- Unreasonable scrutiny of work
- Unreasonable criticism of work, and adopting double standards in expectations of work performance
- Unreasonable denial of leave including special leave requests
- Unreasonable denial of requests for flexible working
- Work or staff social activities that deliberately exclude a colleague
- Jokes or inappropriate humour at the expense of a colleague.
Standards of work behaviour
Courtesy towards colleagues
Consideration and understanding of the work demands of colleagues Maintaining a temperate tone, and temperate language, in all verbal and written communication with colleagues
Avoidance of the use of foul language
Awareness of language and conduct which have the potential to offend a colleague Obtaining the express or implied permission of a colleague before adopting familiarity in conduct or language.
What to do if you consider you or a colleague is subject to bullying or harassment
The practice is committed to ensuring that there is no harassment or bullying in the workplace. Allegations of harassment will be treated as a disciplinary matter, although every situation will be considered on an individual basis and in accordance with the principles of the practice’s grievance and disciplinary procedures, a copy of which is available from Alex Redhead.
Your first step is to decide whether you can deal with the inappropriate behaviour informally, for example, if the act concerned is relatively minor, isolated or clearly unintentional. In these situations, it is possible that the matter can be resolved immediately by letting your colleague know that the behaviour in question is unacceptable to you and should be avoided in future.
If you feel uncomfortable about raising the issue directly with your colleague, or if you consider the behaviour is more serious because it was deliberate, part of a persistent pattern or serious in nature, or has been repeated despite having discussed a previous incident informally, then you should report the matter in the first instance to Alex Redhead., then you should seek advice, as appropriate, from a trusted colleague.
- All employees must be given every opportunity to perform in their role and will be given appropriate support to do so.
- Employees have the right to be accompanied by a fellow employee or trade union representative at any stage of this procedure.
- The right of appeal is detailed within the procedure.
- If it is established that the performance problems are related to the employee’s personal life, appropriate counselling/support will be offered.
- If the performance problems are associated with a potential health matter, the employee, with their consent, will be referred to an Occupational Health Adviser for a medical report, or a private medical attendant’s report will be obtained from the employee’s GP.
This practice is committed to providing a safe, supportive environment for patients. All patients will have a chaperone present for every consultation, 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
The practice is committed to create and maintain a safe environment for children and young people. This practice recognises the complexity of laws regulating childminding 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 childminders, 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.
Your Personal Data – what is it?
“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, the 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 the 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, whom 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:
- Patient clinical and health data and correspondence.
- Staff employment data.
- Contractors’ data
Why we process Personal Data (what is the “purpose”)
“Process” means we obtain, store, update and archive data.
- Patient data is held for the purpose of providing patients with appropriate, high quality, safe and effective dental care and treatment.
- Staff employment data is held in accordance with Employment, Taxation and Pensions law.
- 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:
- 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 required by law].
- We hold staff employment data because it is a Legal Obligation for us to do so.
- We hold contractors’ data because it is needed to Fulfil a Contract with us.
People with whom we may have shared your data?
We can only share data if it is done securely and is necessary to do so.
- 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].
- Employment data will be shared with government agencies such as HMRC or NEST pensions.
Your Rights and Your Personal Data
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:
- Be informed about the personal data we hold and why we hold it.
- Access a copy of the data that we hold by contacting us directly: we will acknowledge your request and supply a response within one month or sooner.
- Check the information we hold about you is correct and to make corrections if not.
- Have your data erased in certain circumstances.
- Transfer your data to someone else if you tell us to do so, and it is safe and legal to do so.
- Tell us not to process or update your data actively. We may continue to hold your data to comply with your other rights or to bring or defend legal claims.
Transfer of Data Abroad
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 do we store your personal data?
- 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.
- We must store employment data for six years after the employee has left.
- 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 020 7637 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 www.ico.org.uk/concerns 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.
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;
- marital status,
- sexual orientation,
- civil partnership status or
- chronic illness.
The staff at Redhead Orthodontics are fully committed to 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
The practice will endeavour to manage our appointments system to avoid delays in appointment times and minimise loss of surgery time through cancellations and failed appointments.
- 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 the 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 practising 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.
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.
Patient Experience Policy
It is the aim of this dental practice to put patients at the heart of everything we do, working with them as partners in their patient-centred care to achieve a high level of patient satisfaction.
All staff, volunteers and contractors, are responsible for ensuring that their behaviour and communications with each other, patients and the public contribute to the enhancement of the patient experience.
To achieve these goals, we:
- Make patients and visitors feel welcomed and informed
- Treat people with dignity and respect throughout the patient journey
- Work to improve health and tackle health inequalities
- Work towards improving access and waiting times
- Provide information for patients and carers in appropriate formats
- Maintain clear communications and foster involvement in decision-making about care
- Offer choice where appropriate
- Build closer relationships
- Provide safe, high-quality dental care through teamwork
- Provide information about infection control measures so that patients feel safe
- Deliver dental care in a clean, comfortable, safe and friendly environment
- Measurement of the patient experience
Patients and the public are included in the planning and evaluation of service provision and feedback that they provide via patient satisfaction, surveys, compliments and complaints.
The patient experience is reviewed annually in our clinical governance cycle to ensure that standards are maintained and improved.
Personal Development and Training
The practice is committed to providing planned training and development opportunities for team members to enable them to realise their potential and so make the best possible contribution towards delivering a high standard of treatment and service to patients. Each employee has a Training Record, which is reviewed during the annual staff appraisal meeting. During the meeting, further training needs are established based on the GDC guidelines, individual’s aspirations, performance and the development plan for the practice as a whole. Employees are encouraged to further their career through training both internally and externally, where appropriate, time off will be given for training.
Prevention and Public health
The practice is committed to maintaining an evidence-based prevention policy for infection and disease oral diseases and conditions appropriate to the needs of the local population, which is consistent with local and national priorities.
Clinical team members are appropriately trained to provide relevant information and guidance to patients, including:
- The benefits of fluoridated kinds of toothpaste and other oral care products and providing patients (and parents/carers of young people) with appropriate oral hygiene instruction
- The promotion of healthy diets with less sugar and more fruit and vegetables
- A check on smoking status and appropriate advice on smoking reduction to lower the risk of periodontal disease and oral cancer
- Assessment of alcohol use to identify alcohol abuse and dependence, and if necessary put the patient in contact with local support services
- The screening of patients for early signs of mouth cancer
- The reduction of dental injuries by encouraging people to wear mouth shields for contact sports
- Team members will be kept up-to-date with any changes required to this policy in line with the information provided by local and national health agencies.
Prevention strategy in accordance with ‘Delivering Better Health.’
This practice is committed to oral health through prevention. Patients are regularly screened for their gum condition, oral cancer and dental disease. Oral hygiene, dietary and lifestyle advice is given as needed. All patients are assessed for risk factors and advised accordingly. The relevant information on tooth brushing, fluoride, diet and smoking cessation as found in ‘Delivering Better Oral Health’ is provided whenever it is appropriate and in the best interests of the patient. The care delivered encourages the prevention and early detection of ill health and enables the person to make healthy living choices.
The patient’s general health is always assessed at check-up appointment, and medical conditions are identified if possible and patients sent for the relevant referral. This policy applies to all team members, who are expected to familiarise themselves with the policy and provide patients with advice.
Raising Concerns (whistle-blowing)
The practice is committed to complying with the Public Interest Disclosure Act 1998 and the GDC Standards for Dental Professionals 2005 on Principles of Raising Concerns.
All team members are aware that they must follow the GDC principles of raising concerns and ‘put patients’ interests first and act to protect them’ if they believe that patients might be at risk because of:
Their own health, behaviour or professional performance or that of another team member or any aspect of the clinical environment.
If the action at the local level has failed or the problem is severe, or there is a fear of victimisation, then the concern must be raised with the GDC.
All team members who raise concerns about potentially illegal or dangerous practices are protected by the Public Interest Disclosure Act 1998 provided they:
- Are acting in good faith
- Honestly and reasonably believe the information to be true
- Are not raising concerns primarily for personal gain and
- Have raised concerns with the employer first (unless they reasonably believe that they would be victimised)
When treating patients, the practice follows the National Institute for Health and Clinical Excellence (NICE) interventional guidance. Patient recall periods are documented and individually designed.
There are processes for referral of patients to other providers if it is in the best interests of the patients. All practitioners fully explain the reasons for and implications of a referral. A referral is made when the practitioner is unable to undertake treatment. Practitioners only carry out the treatment if they have been trained and are competent to do it.
Requests for treatment are always clear, and the referral colleague is provided with all of the appropriate information.
If a practitioner is asked to provide treatment or clinical advice, the treating practitioner will ensure that they are clear about what they are being asked to do. GDC guidelines on referral are followed.
Staff are trained in its use, and the implementation of the policy is monitored. There are processes in place to accept patients from referring practitioners.
There are robust arrangements to make sure that information sharing systems comply with the Data Protection Act 1998. See Data Protection.
The practice is committed to ensuring the safety of our patients and all team members. To this effect, we have introduced this policy to identify all risks to them. All enquiries regarding this policy must be addressed to the Health and Safety Manager. We make the best endeavour to remove risk and when this is not possible to reduce the risk to its minimum with appropriate control measures. Our risk management includes but is not limited to:
- Health and safety
- Infection control
- Clinical waste
- Water regulations
- Staff training and development
- Continuing professional development
- The safe use of x-ray equipment
- Clinical audit
- Financial risks such as controlling cash flow and private fee levels
- Violence and aggression at work
- Welfare at the workplace
- Employment conditions, contracts and documentation
- Patient complaints
- Safe Use of X-ray Equipment
The practice is committed to ensuring the safety of our patients and all team members and to complying with all current regulations, including IRME(R) 2000 and IRR99 for the safe use of radiographic equipment.
All enquiries regarding this policy must be addressed to the Health and Safety Manager. Team members only operate x-ray equipment if properly trained and authorised to do so.
Statement of Purpose Aims and Objectives
Provide dental, oral health treatment and education to the whole population
To ensure our activities are satisfactory towards patients, we will undertake satisfaction surveys and assess them on a quarterly basis; the results will be used to improve our service and implement changes where applicable.
Arrange regular practice meetings to focus on the training needs of staff to ensure patients needs are being met
Following GDC guidelines and main ethical principles, all patients and appropriate family members using our service will be more involved in the planning of their treatment. We will involve other professionals in the care of our patients where this is in the patients best interest, for example, referral for specialist care and advice.
The specific impact we will intend to have on the patients who use our services is an improvement in their dental health and future maintenance.
The benefit of our service is that all treatments will be delivered to the highest standards following our ethical principles as set out but the GDC.
The legal status of Redhead Orthodontics is the trading name for ARKR limited. The directors of the company are Alex Redhead and Karen Redhead.
All professional members of staff who are providing dental advice/treatment to patients will maintain full registration under the GDC guidelines to include medical indemnity insurance. All clinical and non-clinical staff will have up to date CRB checks & photographic identification, i.e. passport/driving licence.
Alex Redhead the Orthodontist will carry out diagnosing disease and prepare comprehensive treatment plans.
The following treatments will be referred to outside specialists when required; complicated endodontic treatment/oral surgery/periodontal surgery/patients who need to be treated under general anaesthesia, inhalational and intravenous conscious sedation and implants.
Redhead Orthodontics operates from 2 locations in Portland Place and Fulham.
The practice is committed to promoting the conservation, sustainable management and improvement of the environment and to minimising the environmental impact of its activities.
The practice aims to achieve this by:
- Taking sustainable development into account in its policies, plans and decisions
- Encouraging its staff to work in an environmentally responsible manner and to play a full part in developing new ideas and initiatives
- Encouraging its visitors and patients to take responsible action in terms of environmentally sustainable best practice
- Minimising its consumption of natural resources.
- Reduce carbon emissions where possible such as using low energy ways in which to interact with its partners
- Seeking to reduce reliance on the private car
- Choosing sustainable goods and services
The practice, working with its staff and suppliers, will:
- Reduce emissions from its buildings through energy management such as turning off lights and equipment, reducing the temperature of the heating and using good standards of insulation
- Maximise recycling arrangements
- Minimise waste by reducing and reusing non-clinical products where appropriate
- Reduce where possible clinical waste
- Raise awareness of sustainable development at the practice
- Reduce the printing of paper forms and records
- Reduce business travel by the promotion of video and telephone conferencing
- Reduce water consumption
- Comply with all environmental legislation and codes of practice
The practice aims to minimise its consumption of other resources, including dental materials, gas, paper, tissues, paper towels and other consumables.
The practice will encourage its staff members to use the appropriate internal and external recycling facilities provided for paper, cardboard, glass and plastics.
The practice will prefer suppliers who have sustainable policies and procedures.
Every patient is assessed to identify their individual needs and choices at the consultation appointment. Everyone has a written personalised care plan, which details their individual needs and choices. Everyone’s care plan is reviewed on an on-going basis with the involvement of the person. The assessment and care planning processes take account of guidance and research relating to the care and treatment of patients.
Treatment plans are provided to all patients who need to have the treatment, and informed consent is always obtained and recorded before treatment is commenced.
Any variations to the treatment plan are noted on the treatment plan, and the patient is asked to sign to confirm acceptance before the varied treatment is carried out.
The practice is committed to providing a high standard of treatment and service to our patients whilst ensuring that treatment fees are collected on time. Team members are expected to make every effort to avoid a difficult situation arising with a patient overpayment of fees. The use of court action or debt collectors as a means of obtaining a settlement of outstanding accounts will only be considered when all reasonable steps to obtain payment have first been taken in writing.
Patients will be made aware of the fees, payment methods and conditions when their appointments are made. Private patients will be asked to sign a private treatment plan and estimate. It will be explained to all fee-paying patients when they will be expected to pay fees with the full balance due at the final appointment. Hygiene appointments, a 50% deposit at booking and a 25% deposit for materials covering any laboratory work In case of an outstanding fee after the end of treatment, the following procedure will be followed:
- The patient will be mailed a bill by first class post
- If the bill is not paid within four weeks, a second bill will be sent
- If the account is still outstanding two weeks after the second bill, a reminder will be sent by mail asking for payment by return
Review for any further treatment will then be assessed by the practice requirement where the service provider is a body other than a partnership.
People who use services have their needs met because the management is supervised by an appropriate person. This is because providers who comply with the regulations have a nominated individual who:
- Is of good character
- Is physically and mentally able to perform their role
- Has the necessary qualifications, skills and experience to supervise the management of the regulated activity
- Requirements relating to registered managers
People who use services have their needs met because it is managed by an appropriate person. This is because should the provider elect a Registered Manager he or she will:
- Be of good character
- Be physically and mentally able to perform their role
- Have the necessary qualifications, skills and experience to manage the regulated activity
- Registered person: training
People who use services have their care, treatment and support need to be met because there is a competent person leading the service. This is because the providers who comply with the regulations will undertake appropriate training.
Violence and Aggression at Work
The practice is committed to providing a safe working environment by minimising the risk of violent and aggressive behaviour at work. The working environment is defined as the practice premises and other premises where work is undertaken as part of the person’s official duties, including, travelling to and from the other than practice premises. The practice defines violence and aggression as ‘any incident in which a person is abused, threatened or assaulted in the circumstances relating to their work’ including threats against the practice staff, verbal abuse (shouting, swearing, rude gestures) psychological abuse or physical attacks.
Complaints Handling Policy
At Redhead Orthodontics we take complaints very seriously because we want all our patients to be happy with our services. Our reputation is very important to us, and in the event of a complaint, we will ensure prompt action to ensure the matter is resolved as quickly as possible.
As with all our services we want to handle your complaint in the same manner as we would hope our own complaints are attended too.
We really would like to encourage our patients to give us feedback when they are unhappy as this will really help us improve the services that we provide to you.|
Please be assured that any complaint will be dealt with in a confidential, caring and sensitive manner and will not have a negative effect on your treatment.
The person with overall responsibility for dealing with complaints is the Practice Owner/Manager – Alex Redhead. However, you should not hesitate to raise any matter with any member of the practice team in the first instance.
On receipt of your complaint, we will endeavour to respond in writing or by phone as soon as possible. If we cannot sort your complaint immediately, then we will endeavour to send an acknowledgement letter within three practice working days and never any later than ten practice working days. We will keep in contact with you regularly so than we can update you with the progress of our investigation. We will keep in touch with you by phone and give reasons for any delays and the likely period within which the investigation will be completed. The full response may initially be given at a meeting or by telephone if the patient prefers, and then confirmed in writing.
If, however, we have failed to satisfy your complaint then you may wish to refer the matter to;
- The GDC Dental Complaints http://ww.dentalcomplaints.org.uk
- The Care Quality Commission – telephone 03000 616161 – 103-105 Bunhill Row, London, EC1Y 8TG
- The Dental Complaints Service (private treatment only) – telephone 08456 120540 The Lansdowne Building, 2 Lansdowne Road, Croydon, Greater London, CR9 2ER
We will do everything possible to satisfy your complaint, but in the event that we can’t, and matters proceed to legal processes against the practice, we may need to provide information about the patient and the treatment received to our dental defence organisation, insurers and legal advisors in strict accordance with our Data Protection Policy.
What is the practice Coronavirus (COVID-19) Policy 2020?
- Novel coronavirus (COVID-19) has been designated a high consequence infectious disease (HCID).
- COVID-19 for most individuals causes mild to moderate illness, but in addition may result in pneumonia or severe acute respiratory infection, so patients could potentially present to primary care settings..
The current national approach is to identify, isolate and contain.:
- Individual patient advice is being provided by NHS 111
- Public information and sampling are being managed by Public Health England (PHE)
- Members of the public who may have COVID-19 and are well enough are being asked to self-isolate until a diagnosis is confirmed
- For confirmed cases, isolation and treatment are being managed by national specialist treatment centres.
This guidance is applicable in England. Primary care providers operating under contract to the NHS in Northern Ireland, Scotland and Wales should refer to guidance and standard operating procedures (SOPs) produced by the governing bodies and regulators in their devolved administration.
Identify potential cases as soon as possible before clinical care is started:
- Prevent potential transmission of infection to other patients and staff by social distancing and not allowing patients with a high temperature or persistent cough to make an appointment.
- Avoid direct physical contact, exposure to respiratory and other secretions.
Isolate the patient and inform NHS 111:
- If unsure whether an individual poses a risk, the default is to isolate at home, or in an isolated area in the practice, and call NHS 111 which can seek clarification with PHE if needed.
- It is preferable for the individual to call NHS 111 on their mobile phone as this facilitates call back and follow-up contacts if required.
- Practices should designate and prepare a suitable space(s) for patient/patient group isolation. In Fulham, this is the spare hygienist room and in Portland this is the side waiting room.
Seek specialist advice: NHS 111 is running a COVID-19 enhanced service that will be the entry point for all individuals concerned they may meet the case definition for COVID-19.
- Advise the patient to call NHS 111 for assessment:
- A possible case of coronavirus needs to meet both the clinical symptoms and have a travel history, including travel to, or transit through (for any length of time), the identified risk countries or contact with a confirmed case of coronavirus.
- PHE has confirmed that if a patient is presenting with symptoms after 14 days, they do not meet the case definition and can be handled as normal.
- Following the NHS 111 assessment, if the patient is calling from an NHS primary care service provider, NHS 111 will contact the service to advise them of the next steps and confirm if the caller meets the criteria as a possible case or not:
- Case Definition Not Met –patient to be managed as normal
- NHS 111 will refer the patient back for management in primary care
- Case Definition Met
- NHS 111 will liaise with the local healthcare system, will advise on isolation and will arrange safe transfer of the patient from the primary care location in accordance with local plans.
- Case Definition Not Met –patient to be managed as normal
- Decontamination Once a possible case has been transferred from the primary care premises, the room where the patient was placed should not be used, the room door should remain shut, with windows opened and the air conditioning switched off until it has been cleaned with detergent and disinfectant. If a suspected case spent time in a communal area, for example, a waiting area or toilet facilities, then these areas should be cleaned with detergent and disinfectant as soon as practicably possible unless there has been a blood or body fluid spill which should be dealt with immediately. Once cleaning and disinfection have been completed, the area can be put back in use. Follow the guidance for environmental cleaning following a suspected case.
- Points to note
- There is no change in best practice protocols and compliance with infection prevention and control requirements.
- Reception staff do not require personal protective equipment (PPE).
- Practice staff in contact with suspected cases are not required to self-isolate unless directed by the Health Protection Team (HPT).1
Guidance on self-isolation
1. Stay at home
You or the person you are caring for should remain in your home, except for getting medical care (see sections 3 and 8 before getting medical care). Do not go to work, school, or public areas, and do not use public transport or taxis until you have been told that is safe to do so.
You will need to ask for help if you require groceries, other shopping or medications. Alternatively, you can order by phone or online. The delivery instruction needs to state that the items are to be left outside, or in the porch, or as appropriate for your home.
2. Separate yourself from other people in your home
You should stay in a well-ventilated room with a window to the outside that can be opened, separate from other people in your home. Keep the door closed.
Use a separate bathroom from the rest of the household, if available. If you have to share these facilities, regular cleaning will be required. If a separate bathroom is not available, consideration should be given to drawing up a bathroom rota for washing or bathing, with the isolated person using the facilities last, before thoroughly cleaning the bathroom themselves (* if able or appropriate). Ensure the isolated person uses separate towels from other household members, both for drying themselves after bathing or showering and for hand hygiene purposes.
If you live in shared accommodation (university halls of residence or similar) with a communal kitchen, bathroom(s) and living area, you should stay in your room with the door closed, only coming out when necessary, wearing a facemask if one has been issued to you.
If you share a kitchen with others (such as university halls of residence or similar), and if possible, avoid using it whilst others are present. If this is not possible then wear a facemask if you have been issued with one. Take your meals back to your room to eat. Use a dishwasher (if available) to clean and dry your used crockery and cutlery. If this is not possible, wash them by hand using detergent and warm water and dry them thoroughly, using a separate tea towel.
If these recommendations cannot be implemented, then home isolation should be avoided.
3. Call ahead before visiting your doctor
All medical appointments should be discussed in advance with your designated medical contact, using the number that has been provided to you. This is so the surgery or hospital can take steps to minimise contact with others.
4. Wear a facemask if advised to
If you have been provided with facemasks, then you should wear the mask when you are in the same room with other people and when you visit a healthcare provider. If you cannot wear a facemask, the people who live with you should wear one while they are in the same room with you.
5. Cover your coughs and sneezes
Cover your mouth and nose with a disposable tissue when you cough or sneeze. Carers of others undergoing testing for COVID-19 infection should use disposable tissues to wipe away any mucus or phlegm after they have sneezed or coughed.
Dispose of tissues into a plastic waste bag (see note 10. below for managing rubbish), and immediately wash your hands with soap and water for at least 20 seconds rinse and dry thoroughly. Carers should wash their hands as well as helping the person they are caring for following coughing or sneezing
6. Wash your hands
Wash your hands or assist the person you are caring for in washing their hands. This should be done often and thoroughly with soap and water, for at least 20 seconds, rinse and dry thoroughly. The same applies to those caring for anyone that is being tested for SARS-CoV-2. Avoid touching your eyes, nose, and mouth with unwashed hands.
7. Avoid sharing household items
You should not share dishes, drinking glasses, cups, eating utensils, towels, bedding or other items with other people in your home when you have used them (or after your child or the person you are caring for has used them). After using these items, wash them thoroughly with soap and water; dishwashers may be used to clean crockery and cutlery.
Laundry, bedding and towels should be placed in a plastic bag and washed once it is known that the tests for SARS-CoV-2 (COVID-19) are negative. If this is not possible and you need to wash the laundry see below for further advice on handling laundry.
8. Do not have visitors in your home
Only those who live in your home should be allowed to stay. Do not invite or allow visitors to enter. If you think there is an essential need for someone to visit, then discuss it with your designated medical contact first. If it is urgent to speak to someone who is not a member of your household, do this over the phone.
9. If you have pets in the household
Try to keep away from your pets. If this is
unavoidable, wash your hands before and after contact.
All waste that has been in contact with the individual, including used tissues, and masks if used, should be put in a plastic rubbish bag and tied when full. The plastic bag should then be placed in a second bin bag and tied.
Do not dispose of it or put it out for collection until you know that patient does not have novel coronavirus.
Should the individual test positive, you will be instructed what to do with the waste.
11. Monitor your symptoms (or the person you are caring for, as appropriate)
Seek prompt medical attention if your illness is worsening, for example, if you have difficulty breathing, or if the person you are caring for symptoms are worsening. If it’s not an emergency, you should call your designated medical contact point using the number that has been provided to you.
If it is an emergency and you need to call an ambulance, inform the call handler or operator that you are being tested for SARS-CoV-2 (or that you are caring for someone being tested for SARS-CoV-2, as appropriate).
12. What to do if you have a negative result
If you are tested and receive a negative result for COVID-19 and you have travelled to a specified Category 1 country or area, please continue to self isolate until you have been back in the UK for 14 days, even if your symptoms have gone.
If you receive a negative result and have travelled to a specified Category 2 country or area, please continue to self isolate until either your symptoms have gone or you have been back in the UK for 14 days, whichever is sooner.
If you receive a negative result and have had contact with a person known to have had COVID-19 you should remain in isolation until the end of the 14 day period.
develop new symptoms or your existing symptoms worsen within your 14 day
isolation period then please call NHS 111 and follow their advice.
- A possible case of COVID-19 needs to meet both the clinical symptoms AND have a travel history, including travel to, or transit through (for any length of time), the identified risk countries OR contact with a confirmed case of coronavirus.
- If a patient is presenting with symptoms after 14 days, they do not meet the case definition and can be handled as normal.
Patient contact by telephone
For patients contacting the practice by telephone, an accurate travel history is key to identifying risk of COVID-19 cases.
The gov.uk site should be checked at the beginning of the day to ascertain the most up-to-date country travel information.
If the patient answers Yes to any of the following questions:
- Have you been to any of the following Category 1 areas in the last 14 days (even if you do not have symptoms)?
- Have you travelled to any of the following Category 2 areas in the last 14 days and have a cough, high temperature or shortness of breath (even if it’s mild)?
- Have you been in close contact with someone with confirmed coronavirus?
Ask a secondary question:
- Have you been advised to self-isolate?
For patients in self-isolation
- Patients who are self-isolating for COVID-19 should not be brought into the practice premises. Patients should contact NHS 111 for further assessment and referral, as necessary, to a designated receiving service if the requirement for care is an emergency.
- Defer any appointments for elective care and reinforce self-isolation advice.
- Patients in self-isolation may ring the practice seeking advice on urgent dental care, if advice cannot be provided over the telephone and treatment is required please ask the patient to call NHS 111:
- NHS 111 will triage and assess options for referral to a designated receiving unit for any COVID-19 urgent dental care cases, as necessary.
Patients presenting at the practice
Make sure patient information posters for NHS settings are displayed so they can be seen before patients enter the premises. Patient information should be displayed at reception, by any patient touch screen booking-in, waiting areas and at patient access points to clinical areas.
Patients with a relevant travel history and meeting the COVID-19 case definition should be identified when they book in at reception.
Reception staff need to be aware of the travel advice on Gov.uk and should ask patients on arrival at the practice:
- Have you been to any of the following Category 1 areas in the last 14 days (even if you do not have symptoms)?
- Have you travelled to any of the following Category 2 areas in the last 14 days and have a cough, high temperature or shortness of breath (even if it’s mild)?
- Have you been in close contact with someone with confirmed coronavirus?
- Have you been asked to self-isolate?
In the event that someone presents to the practice with suspected COVID-19 and answers Yes to any of the questions above:
- The default is to advise the patient to return home immediately and call NHS 111.
- A patient who does not feel well enough or is unwilling to return home should be immediately isolated in a room or area away from other patients and staff and NHS 111 called.
- Invite the patient (and any accompanying family/representative) into the designated isolation space and advise others not to enter the area/room to minimise the risk of spreading infection. Advise the patient to contact NHS 111 from the designated isolation area/room: This is the side waiting room in Portland and the hygienist room in Fulham.
- The patient will need to state where they are calling from and provide contact details for the practice.
- While the practice may phone NHS 111 on behalf of the patient, NHS 111 may need to ring the patient back, so the best option is to advise the patient, if they have one, to use their own mobile phone.
- The NHS 111 clinician will contact the practice after their assessment to advise on whether the patient meets the case definition and provide advice on next steps, which may be:
- Case Definition not met and routine care in practice may be resumed
- Case Definition met ‒ maintain isolation in current location pending transfer to defined destination.
While waiting for advice from NHS 111, establish a routine for regular communication with the patient/patient group. This may necessitate contact via remote means or simply a knock and conversation through the closed door.
If healthcare professionals need to enter the room to provide emergency care or support the 999 assessment, healthcare professionals should wear personal protective equipment (PPE) in line with standard infection control precautions, (disposable gloves, disposable apron and fluid resistant surgical mask (FRSM)) and keep exposure to a minimum. All PPE should be disposed of as clinical waste.
If the patient becomes critically ill and requires
urgent ambulance transfer to a
practice should contact 999 and inform the ambulance call handler
of COVID-19 concerns.
The patient should be isolated as
soon as possible
If COVID-19 is considered possible when an appointment is already in progress, assess a suitable and safe point to bring any treatment to a close, withdraw from the room, close the door and wash your hands thoroughly with soap and water.
Advise the patient to contact NHS 111 from the isolated consulting room.
While the practice may phone NHS 111 on behalf of the patient, NHS 111 may need to ring the patient back, so the best option is to advise the patient, if they have one to use their own mobile phone.
NHS 111 clinicians will assess the case and advise on next steps, including:
- Case definition not met and routine care in practice may be resumed
- Case definition met – Maintain isolation in current location pending transfer to defined destination.
- If the patient is critically ill or requires emergency medical care, an ambulance should be requested, and the 999-call handler informed of COVID-19 risk.
- If a healthcare professional is required to enter the room to offer assistance or support the 999 assessment, they should wear disposable gloves, disposable aprons and fluid-resistant surgical face masks.
Once a possible case has been transferred from the practice premises, unless directed otherwise:
- The room or isolation area where the patient was placed should not be used, the room door should remain shut, area cordoned off, with windows opened and the air conditioning switched off, until it has been cleaned with detergent and disinfectant.
- If a suspected case spent time in a communal area, for example, a waiting area or toilet facilities, then these areas should be cleaned with detergent and disinfectant as soon as practicably possible, unless there has been a blood or body fluid spill which should be dealt with immediately.
Once cleaning and disinfection have been completed, the area can be put back in use.
- The usual PPE equipment and protocols apply when cleaning and disinfecting;. Disposable gloves and disposable aprons should be available in the practice as part of the routine cleaning, disinfection and decontamination PPE. Staff should follow the usual cleaning routine and COSH Guidance .
- All waste from suspected contaminated areas should be removed from the room and quarantined until patient test results are known (this may take 48 hours); if the patient is confirmed to have COVID-19 further advice should be sought from the local HPT.
- Remove and discard PPE as clinical waste.
- It is the responsibility of the primary care provider to supply cleaning materials and PPE for staff and to ensure their staff are appropriately trained, have access to equipment and have arrangements in place for disposal of clinical waste.
- Practice staff that have been in contact with suspected cases are not required to self-isolate unless directed otherwise by the HPT.
- Contract holders should notify their local commissioning team and provide details of the incident and ongoing management.
- The practice remains open unless advised by the HPT.
The COVID-19 lead for the in-practice co-ordination of activities, training, preparation and implementation of this SOP and any subsequent revisions to guidance. This Alex Redhead
It is recommended that the practice establishes a daily routine updating practice staff with respect to travel advice on gov.uk:
- Category 1 areas
- Category 2 areas
Communication and information
The Central Alerting System (CAS) will continue to be used to communicate urgent updates. Practices are reminded to ensure they have followed registration guidance provided by MHRA to use a generic email, as such accounts can be used by more than one person to maintain continuity of service at times when an individual is absent.
We have Bookmarked and regularly review the hyperlinks to official guidance from PHE and NHS England and NHS Improvement to ensure up-to-date knowledge and any changes to protocols:
- Coronavirus (COVID-19): latest information and advice
- PHE COVID-19 interim guidance for primary care
- Management of a suspected case of 2019-nCoV acute respiratory disease
- NHS – patient facing Information
- NHS resources for GPs, hospitals and other NHS settings
The Regional/local Health Protection Teams (HPTs) for Portland and Fulham is :
PHE North West London Health Protection Team, 61 Colindale Avenue.
Tel 020 3326 1658
Out of hours 0183326 1654
Preparation of practice accommodation
- Identify at least one suitable space/room in the practice for patient/patient group isolation – this is the hygienist room at Fulham and side waiting room at Portland. This maintains a 2-metre space from other patients and staff.
- De-clutter and removal of non-essential furnishings and items: this will assist if decontamination is required post-patient transfer.
- If possible, retain a telephone in the room/space for patient contact with NHS 111 and for maintaining contact with patient during period of isolation.
- Place a card/sign in the isolation room/area with practice contact details, e-mail, telephone numbers, practice location and post code, include the name of the lead clinician in attendance (this information is to be available to the patient when they contact NHS 111).
- All staff are briefed on the potential use of the room/area and actions required in the event that it is necessary to vacate room/area at short notice.
- Identify toilet facilities that will be designated for the sole use of patients while in isolation.
- Prepare appropriate space/room signage to be used if the space/room is occupied and the same for the toilet facilities.
- Prepare a patient ‘support pack’ (to be held in reserve) that may include, items such as bottled water, disposable cups/cutlery, disposable tissues, clinical waste bag, fluid-resistant surgical mask.
- Review the isolation space/area and consider the options for carrying out regular checks on the general welfare of the isolated patient/patient group.
This may be simply a knock
and conversation through the closed door
or could be verbal
contact via remote
means, eg telephone, Skype/FaceTime, practice intercom, baby monitor.
Practice preparation for incident management
Practices may wish to draw on their existing protocols for dealing with medical emergencies in practice. The incident management principles are the same:
- Develop and rehearse the practice’s COVID-19 triage protocols and isolation once per month
- Agree practice approach for each stage of the potential scenarios
- Confirm role and responsibilities for each member of staff
- Appoint an incident manager
- Confirm lead for discussions with patients/NHS111
- Prepare an aide memoire for staff (using guidance in Section 3)
- Rehearse practice response
- Review the practice protocols for decontamination from patients who have potentially infectious conditions. These protocols, PPE, training and materials are extant contractual and regulatory requirements.3,4
- Review and refresh knowledge and application of HTM 01-05 decontamination protocols, equipment and PPE.
- Anticipate impacts on practice schedule
- Practices are advised to consider the likelihood (which is currently low) and the risk of disruption to the appointments scheduled for the day.
- Review the practice’s business continuity plan.