Honesty, trust & respect. That’s how we like to work. That’s reflected in our logo, which depicts the much-loved, old-fashioned garden plant Honesty. Some might say our attitude to service is a little bit old-fashioned, as we put the patient first and go out of our way to make every visit a pleasure. Every decision we take has the needs and wishes of our patients at its heart.
Our aim is to create a welcoming environment in which our team of professionals provide the highest standard of care:
Here at Honesty we have set our standard high. With every decision we have thought about what our patients want and our team ensure the very best dental care each time you visit or contact us.
Open and accountable
In this practice we take complaints very seriously and try to ensure that all our patients are pleased with their experience of our service. If patients complain, they are dealt with courteously and promptly so that the matter is resolved as quickly as possible.
1. The person responsible for dealing with any complaint about the service that we provide is Carole Denny, 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 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 within3 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:
(a) The Dental Complaints Service, The Lansdowne Building, 2 Lansdowne Road, Croydon, Greater London CR9 2ER (Telephone: 08456 120540) for complaints about private treatment.
(b)The General Dental Council, 37 Wimpole Street, London W1M 8DQ (Telephone: 0845 224141), the dentists’ regulatory body for complaints about professional misconduct.
(c)Care quality Commission, CQC National Customer Service Centre, City Gate, Gallogate, Newcastle-upon-Tyne, NE1 4PA (cqc.org.uk).
Dedicated care & quality commitment
Our practice aims to provide dental care of a consistent quality for all patients; we strive to meet the high standards expected in any clinical setting. We expect all members of our dental team to work to these standards to help us achieve our aim of providing a quality service.
At Honesty Dental Care, we aim to achieve the best results for our patients through clear policies and systems and appropriately trained and competent team members. We evaluate our practice on a regular basis through audit, peer review and patient feedback and monitor the effectiveness of our quality assurance procedures.
We work with external agencies including the British Dental Association Information Governance and other organisations.
Quality standards and procedures
Honesty Dental Care has effective procedures for assuring and enhancing the quality of the services we provide for our patients. (We are also a member of the BDA’s Good Practice Scheme.)
In providing our patients with care of a consistent quality, we will:
(a) Provide a safe and welcoming environment
(b) Ensure all members of the dental team are appropriately trained
(c) Provide patient with information about the practice and the care available and ensure the patient understands the terms on which care is offered
(d) Display indicative treatment charges
(e) Explain all treatment options and agree clinical decisions with the patient explaining the possible risks involved with each option
(f) Provide treatment plans based on the agreed treatment with an estimate of the likely costs
(g) Obtain valid consent is for all treatment. Written consent will be sought for extensive or expensive treatments and treatment provided under conscious sedation
(h) Refer to specialists for investigation or treatment as appropriate and without undue delay
(i) Maintain contemporaneous clinical records with an up-to-date medical history for all patients
(j) Provide secure storage of patient records to maintain patient confidentiality
(k) Explain the procedure to follow for raising a complaint about the service, identifying the practice contact
(l) Display the BDA Good Practice Scheme plaque and have information about the scheme available to patients.
(m) Provide induction training for all new team members
(n) Provide job descriptions and contracts of employment to all members of staff.
(o) Review and update job descriptions annually to reflect current duties and responsibilities
(p) Agree in writing the terms for all self-employed contractors working at the practice
(q) Provide ongoing training and identify opportunities for development for all employees
(r) Maintain staff records ensuring the following information is up to date:
– relevant medical history information
– emergency contact details
– absence through holiday and sickness
– performance reviews
– in house and external training
(s) Ensure that all staff are kept up to date with all practice policies and procedures, including patient charges and the relevant forms.
The dental team
Team members implement and adhere to the practice policies and procedures which are readily accessible in the Policies and protocol folders in the PCR (Patient consultation room).
All new member of the team receive training in practice-wide procedures, policies and quality assurance activities as part of their induction. Appraisal meetings take place annually and include an assessment of training needs.
We expect everyone working at the practice to:
(a) Understand our aims and objectives
(b) Have an understanding of the skills and competencies required to deliver the services successfully
(c) Understand and participate in our quality assurance activities
(d) Dealing with emergencies, including a collapsed patient
Dentists and, where appropriate, hygienists also understand the policies and procedures for:
(a) Referring patients
(b) Requesting work from laboratories
(c) Ordering materials and equipment
(d) Clinical governance requirements and CQC standards of quality and safety
(e) Professional and legal requirements affecting dentistry
All GDC registrants meet their continuing professional development requirements and, as required by the GDC, maintain records of their individual CPD activity. In addition, the practice maintains records of all practice-wide training it provides and training provided for individual members.
BDA Good Practice Scheme
As a member of the BDA’s Good Practice Scheme we are committed to supporting our patients towards achieving and maintaining good oral health. As part of this commitment, we
1. Involve our patients in all aspects of their care and ensure that their needs and preferences are considered and that they can take informed decisions.
2. Ensure a safe environment by undertaking risk assessments and managing potential hazards within the practice. We follow current guidelines for preventing cross-infection.
3. Recruit staff that are competent to undertake the duties associated with their role and provide training where required. We encourage on-going professional development for all members of our team.
4. Monitor the quality of the service we provide and seek the views of our patients to identify opportunities for improvement.
BDA Good Practice Scheme Practice of the Year 2013/2014
Maintaining your privacy
This practice complies with the 1998 Data Protection Act and this policy describes our procedures for ensuring that personal information about patients is processed fairly and lawfully.
To provide you with a high standard of dental care and attention, we need to hold personal information about you. This personal data includes:
(a) Your past and current medical and dental condition; personal details such as your age, National Insurance number/NHS number, address, telephone number and your general medical practitioner
(b) Radiographs, clinical photographs and study models
(c) Information about the treatment that we have provided or propose to provide and its cost
(d) Notes of conversations/incidents about your care, for which a record needs to be kept
(e) Records of consent to treatment
(f) Correspondence with other health care professionals relating to you, for example in the hospital or community services.
Reasons for holding this information
We need to keep comprehensive and accurate personal data about our patients to provide them with safe and appropriate dental care. We also need to process personal data about you in order to provide care under NHS arrangements and to ensure the proper management and administration of the NHS.
How we process the data
We will process personal data that we hold about you in the following way:
We will retain your dental records while you are a practice patient and after you cease to be a patient, for at least eleven years or, for children, until age of 25, whichever is the longer.
Security of information
Personal data about you is held in the practice’s computer system and/or in a manual filing system. The information is not accessible to the public; only authorised members of staff have access to it. Our computer system has secure audit trails and we back-up information routinely.
Disclosure of information
To provide proper and safe dental care, we may need to disclose personal information about you to:
(a) your general medical practitioner
(b) the hospital or community dental services
(c) other health professionals caring for you
(d) NHS payment author the Inland Revenue
(e) the Benefits Agency, where you are claiming exemption or remission from NHS charges
(f) private dental schemes of which you are a member.
Disclosure will take place on a ‘need-to-know’ basis. Only those individuals/organisations who need to know in order to provide care to you – or in order to ensure the proper administration of Government (whose personnel are covered by strict confidentiality rules) – will be given the information. Only the information that the recipient needs to know will be disclosed.
In very limited circumstances or when required by law or a court order, personal data may be disclosed to a third party not connected with your health care. In all other situations, disclosure that is not covered by this Code of Practice will only occur when we have your specific consent.
Where possible, you will be informed of these requests for disclosure.
You have the right of access to the data that we hold about you and to receive a copy. Access may be obtained by making a request in writing and the payment of a fee of up to £10 (for records held on computer) or £50 (for those held manually or for computer-held records with non-computer radiographs). We will provide a copy of the record within 40 days of receipt of the request and fee (where payable) and an explanation of your record should you require it.
If you do not agree
If you do not wish personal data that we hold about you to be disclosed or used in the way that is described in this Code of Practice, please discuss the matter with your dentist. You have the right to object, but this may affect our ability to provide you with dental care.
Confidentiality is a professional requirement imposed on us by the General Dental Council (GDC). The relationship between dentist and patient is based on the understanding that any information revealed by the patient will not be divulged without the patient’s consent. Only in exceptional circumstances ( e.g. where a major crime is being investigated, or to comply with specific laws such as Road Traffic Acts or terrorism) are we allowed to divulge any information about patients without their specific consent.
Under the Freedom of Information Act 2002, we have a “publication scheme” where we are obliged to supply to any interested party any information we may hold on them. Under the Data Protection Acts 1984 and 1998 we are obliged to safeguard the holding of personal data of our patients.
This practice has adopted the following three principles of confidentiality:
1. Personal information about a patient is confidential to those providing healthcare.
2. It should only be provided to those who would be unable to provide effective care without that information (need-to-know).
3. Information should not be disclosed to third parties without consent of the patient except in the circumstances set out in the first paragraph.
What this means to you:
(a) Records should be kept secure and in a location that prevents other individuals from reading them.
(a) When talking to a patient on the telephone or in a public area care should be taken to ensure that sensitive information is not overheard by other patients.
(c) Details of names, addresses, telephone numbers, attendance or financial record, treatment histories or plans, medical history or information about other family members should not be divulged.
(d) Messages regarding patient care should not be left on answer machines. A message to call the practice is all that can be left.
(e) Disclosure of appointment book information should not be made to third parties without first referring to Richard Denny/Carole Denny
(f) Discussions being conducted within hearing of any patient should be on strictly professional matters, never discussing a patient by name.
(g) Conversations on non-professional matters should be reserved for the staff room.
(h) Any member of staff who breaks these rules will be liable for summary dismissal.
(i) All data processed at this practice must remain confidential even if your employment has terminated. (it is an offence under the Data Protection Act 1998 to disclose such information).
GDC & CQC Compliant
Statement of Purpose
We are fully CQC compliant: click here to read a copy of the latest report.
Dr Richard Denny – 58184 (Dental Surgeon)
Dr Stephen Denny – 192444 (Dental Surgeon)
Dr Chris McMahon – 60653 (Dental Surgeon)
Dr Shubham Mittal – 100766 (Dental Surgeon/Implantologist)
Mrs S Misra – 84020 (Dental Surgeon)
Adele McBride – 171185 (Hygiene Therapist)
Alison Mitchell – 158028 (Hygiene Therapist)
This practice is registered with and regulated by the Care Quality Commission for the following activities:
Diagnostic and screening procedures
For the whole population, we aim to see each patient at a personal and mutually agreed recall interval and perform a full examination of both the hard, soft tissues and supporting structures of the oral cavity using diagnostic aids such as x-rays as and when appropriate. Where any abnormalities are detected then further investigations such as biopsies and actions such as referrals will be actioned.
Treatment of disease, disorder or injury
For the whole population, following diagnosis and screening, patients are given an explanation of any items requiring attention, all appropriate treatment options and associated costs (where applicable) and the pros and cons of each option is explained. The kinds of services that we provide are consultations, x-rays,treatment of periodontal disease, routine restorative work such as fillings, inlays and onlays, endodontics,prostheses and some cosmetic work. If necessary, referral to specialist dental practitioners may be advised where the treatment required is more complex, such as in the case of implants, and also some more difficult instances involving endodontic and periodontal care. In the case of injury, temporary treatment may be provided to stabilise the mouth. Patients will be kept fully informed of proposed interventions at each point, receive itemised estimates of likely costs and consent will be sought at each stage. At all times we aim to provide a service based on prevention and develop a personal regime for each patient within this overarching framework.
For the whole population, if a patient requires a surgical procedure at the practice, and we believe that this is within our skill set (such as routine or more straightforward surgical extractions and apicectomies) then we will explain the procedure to the patient together with any associated risks and, if the patient wishes to proceed, obtain appropriate valid consent. Once completed, we will monitor the progress of the patient in accordance with the relevant clinical protocols to ensure that recovery is both full and uneventful.
For more advanced surgical procedures, such as the removal of impacted wisdom teeth, we refer to appropriately qualified consultants and specialists either in hospitals or a practice environment.
We aim to meet the routine and general dental care needs of our patients and try to achieve high levels of oral health through adopting a preventive approach. If the users of our services require or request to have a treatment or procedure that we are either unable or unwilling to provide, then we will either arrange for a referral or inform them accordingly.
For completeness, we also have some core practice aims and values that we publicly promote to patients and these are as follows:
As a practice, we will:
1. Wherever possible, see patients on time and give an apology and an explanation if we run late by more than ten minutes.
2. Use good quality modern materials and techniques.
3. Support continuing staff training and development.
4. Spend sufficient time with patients.
5. Charge fair and reasonable prices and offer a choice of payment methods.
6. Promote a culture of good and open communication with patients so they can help shape our service provision.
Patients can help us achieve these aims by:
1. Attending for appointments on time and giving adequate notification of cancellation.
2. Understanding the need for change to sustain a good quality service.
3. Attending the practice regularly and listening to the professional advice given.
4. Joining the practice membership plan and paying fees promptly.
5. Providing feedback on all aspects of the service in a friendly and courteous manner.
If for any reason you are dissatisfied with our service in any way, then please ask to speak to Dr Richard Denny.
This practice is registered with the Care Quality Commission for the provision of general dental care.
Registered service provider: Dr Richard Simon Denny
Registered manager: Dr Richard Simon Denny
Registered address for service provision: Honesty Dental Care,3 Berry Drive,Baildon BD17 7GA
Telephone: 01274 533933
The practice Honesty Dental Care Baildon LLP is part of the Honesty Dental Care Ltd group of companies which incorporates Techceram Ltd and Techeram Technology Centre Limited.
We like to create lasting relationships. By working together, we believe we’re able to give you the best possible care. We’ll listen to your thoughts and feedback as we thrive on open and honest communication. And in response we’ll continue to invest in new treatments, training and technology which respond to your needs.
But relationships are of course two way things. So in return we’d like you to help us to uphold the service we’re rightly proud of by arriving on time, following our advice to maintain the work we do, attending recommended follow up appointments and by paying within our terms. That’s to say we treat each other respectfully.
This way, we don’t waste valuable resources – which we can use to better care for you. And if you like our service enough to refer your friends, family and colleagues – we’ll thank you for your trust and valued custom – by giving you a little something back in return.