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Health and safety policy

In our practice, we treat patients politely and with respect, recognising their dignity and rights as individuals. We also encourage patients to be involved in decisions about their care and, before embarking on any aspect of patient care, we seek their consent to do so – recognising the rights of patients to decide what happens to their bodies. We recognise that patients have the right to refuse advice or treatment.

Informed consent
We aim to provide each patient with sufficient information in a way that they can understand to allow them to make a decision about their care. We will use various communication tools to ensure that the patient understands what is being suggested.

In our discussions with patients, we explore what they want to know to help them make their decisions and explain:

  • why we feel the treatment is necessary
  • the risks and benefits of the proposed treatment
  • what might happen if the treatment is not carried out
  • the alternative treatment options and their risks and benefits

We encourage patients to ask questions and aim to provide honest and full answers. We always allow patients time to make their decisions.

We always make sure that the patient understands that they are being treated under private and what the costs will be. Where a patient embarks on a course of treatment, we provide a written treatment plan and cost estimate.

Where changes to the treatment plan are needed, we obtain the patient's agreement and consent, including to any changes in the costs. The patient is given an amended treatment plan and estimate.

Voluntary decision making
Decisions about their care must be made by the patient, and without pressure. We respect the patient's right to:

  • refuse to give consent to treatment
  • change their minds after they have given consent.

When this occurs we will not put pressure on the patient to reconsider but where we feel it is important, we will inform the patient of the consequence of not accepting treatment.

Ability to give consent
Every person aged 16 or over has the right to make their own decisions and is assumed to be abe to do so, unless they show otherwise. We recognise that, in some circumstances, children under 16 years may be able to give informed consent to examination and treatment.

Where we have doubts about a patient's ability to give informed consent, we will seek advice from our defence organisation.


Information security policy

London Smile Studio is committed to ensuring the security of personal data held by the practice. This objective is achieved by every member of the practice team complying with this policy.

see also the practice confidentiality policy

All staff employment contracts contain a confidentiality clause.

Access to personal data is on a "need to know" basis only. Access to information is monitored and breaches of security will be dealt with swiftly by Pui Shan Lam. We have procedures in place to ensure that personal data is regularly reviewed, updated and deleted in a confidential manner when no longer required. For example, we keep patient records for at least 11 years or until the patient is aged 25 – whichever is the longer.

Physical security measures

Personal data is only taken away from the practice premises in exceptional circumstances and when authorised by Pui Shan Lam. If personal data is taken from the premises it must never be left unattended in a car or in a public place.

Records are kept in a lockable fireproof cabinet, which is not easily accessible by patients and visitors to the practice.

Efforts have been made to secure the practice against theft by, for example, the use of intruder alarms, lockable windows and doors.

The practice has in place a business continuity plan in case of a disaster. This includes procedures set out for protecting and restoring personal data.

Information held on computer
Appropriate software controls are used to protect computerised records, for example the use of passwords and encryption. Passwords are only known to those who require access to the information, are changed on a regular basis and are not written down or kept near or on the computer for others to see

Daily and weekly back-ups of computerised data are taken and stored in a fireproof container, off-site. Back-ups are also tested at prescribed intervals to ensure that the information being stored is usable should it be needed

Staff using practice computers will undertake computer training to avoid unintentional deletion or corruption of information

Dental computer systems all have a full audit trail facility preventing the erasure or over-writing of data. The system records details of any amendments made to data, who made them and when

Precautions are taken to avoid loss of data through the introduction of computer viruses

This statement has been issued to existing staff with access to personal data at the practice and will be given to new staff during induction. Should any staff have concerns about the security of personal data within the practice they should contact Pui Shan Lam.

Equality and diversity policy

Our vision is for London Smile Studio to be a successful, caring and welcoming place for patients to receive dental care and advice. We want to create a supportive and inclusive environment where our staff can reach their full potential and care is provided in partnership with patients, without prejudice and discrimination. We are committed to a culture where respect and understanding is fostered and the diversity of people's backgrounds and circumstances will be positively valued.

This Policy will help us to achieve this vision.

Legal responsibilities
The rights of our patients and our staff with regards to discrimination are protected by anti-discrimination legislation including:

  • The Equality Act 2010
  • Part-time Workers (Prevention of Less Favourable Treatment) Regulations 2000
  • Employment Rights Act 1996

By adopting this Policy, we accept our responsibility to ensure that discrimination does not take place and that everyone is treated fairly and equally.

The aim of this Policy is to achieve equality of care experience by removing any potential discrimination in the way that people are cared for and treated by the London Smile Studio Practice, including:

  • people with disabilities
  • people of different sexual orientations
  • transgendered and transsexual people
  • people of different races
  • people on the grounds of their sex
  • people of faith and of no faith
  • people in relation to their age
  • people in relation to their social class or medical condition
  • people who work part-time
  • people who are married or in a civil partnership
  • women who are pregnant, have recently given birth or are breastfeeding

Putting this policy into practice
We aim to develop and support equality and diversity measures by:

  • Providing patient information in a variety of languages, if required
  • Having translation services available for patients who need this
  • Providing services that are accessible to patients with disabilities
  • Ensuring that care of individuals is planned with their specific needs at the centre
  • Tackling oral health inequalities through positive promotion and care
  • Involving patient groups and individuals in the design of our service
  • Responding positively to the diverse needs and experiences of our patients and the community even when those needs are challenging to deal with
  • Ensuring that we join up with services involved with the care of patients with particular medical and social care needs.

Comments and concerns
If you believe you have been treated in any way contrary to this Policy or you have any comments on how we can ensure that it works better, please contact Omar Qureshi at the practice. We will investigate your concerns and take appropriate action.

Monitoring and review
We will monitor the effectiveness of this Policy and the impact on all other relevant policies and practice. This review will happen when necessary and as a minimum annually.

Patient safety policy

We take patient safety very seriously in this practice and aim to ensure that incidents affecting patient safety directly and indirectly are kept to a minimum at all times. No matter how careful people are with the work that they undertake, mistakes can sometimes happen – the best people sometimes make the worst mistakes. Within our practice we encourage everyone to report mistakes and near misses as soon as possible so that action can be taken promptly.

The following procedure should be followed:

if an event happens that affects patient safety or potentially affects patient safety

if you feel something within the practice might affect patient safety in the future

  • Shan Lam has been appointed the Patient Safety Officer within this practice. All patient safety incidents, near misses or concerns should be reported to her.
  • The Patient Safety Officer will immediately enter the incident, near miss or concern in the incident report book and begin investigations on what happened, how it happened and why. She will consider with the clinician concerned whether the defence organisation should be informed.
  • Where an incident has caused a patient harm or distress, the Patient Safety Officer will ensure that the patient has been given a full explanation of the incident and what action is being taken by the practice. Where appropriate, an apology will be given and followed up in writing if necessary. All communications with the patient (verbal and written) will be recorded.
  • The Patient Safety Officer will also consider whether the patient, the immediate family of the patient, members of the team involved in the incident and those responsible for reporting the incident need further support. We aim to encourage reporting of adverse incidents and will not blame individuals when mistakes are made.
  • When the details of the incident have been established, and if appropriate, the Patient Safety Officer will discuss the matter with the other members of the dental team at a practice meeting. Solutions or changes to current policies and protocols will be discussed fully and action agreed upon. If relevant, changes will be notified to the patient.
  • The effectiveness of the solutions and/or changes will be reviewed at agreed intervals and the findings reported at practice meetings.
  • The Patient Safety Officer will ensure that the incident is fully recorded and that the practice risk assessment is updated in the light of the proposed solutions or changes.
  • The Patient Safety Officer will, where required, report adverse incidents to the Patient Safety Manager at the Strategic Health Authority, according to national guidelines.

Harassment by Patients Policy

Your commitment to us

Please treat our staff with the respect you expect from us. Harassment of our dental team will not be tolerated.

Action may be taken by the practice owner against patients who harass the dental team. You may be de-registered from the practice.

Harassment includes but is not limited to violence or abuse, together with using offensive language.

Our commitment to you

Our aim is for patients to be pleased with their experience of our service.

We take complaints very seriously in this practice.

Please refer to our complaints procedure if you wish to make a complaint.