Our policies

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Appointment Cancellation Policy 

It is the aim of this practice to provide quality dental care to our patients on schedule and to use clinical time effectively. To achieve this aim, we have an appointment management and cancellation policy.

Management of appointments
We invest in the latest technology, including modern telephone equipment , to allow our patients to make or reschedule appointments easily. Our appointment system supports timely access to care and treatment, allows patients to access services at a time that suits them and minimises the length of time people have to wait. Appointments can be made or rescheduled by calling  01932 866966 if you are welcomed by our answering service, please leave a message and we will return your call as soon as is possible.

Reminders
E-mail reminders are sent 2 weeks  before any appointment and text reminders are sent to patients 2 days before any appointment and patients are requested to inform the practice of any changes to their contact details, complete medical history and confirm their attendance.  

Cancellation or delay of an appointment by the practice
We will only cancel or delay a patient’s appointment in unavoidable circumstances. In such cases, we will take the following steps:

• The patient will be contacted as soon as the practice is aware of the need to cancel or delay the appointment. We will explain the reason for the cancellation or delay
• At the time of contact, the patient will be offered a new appointment at the earliest time available
• If the patient is unable to commit to a new appointment during that contact, we will ask them to get in touch at a later time, when we will offer them a priority appointment

Cancellation of an appointment or missed appointment: 

Patients are requested to give at least 24 hours’ notice to cancel a dental appointment. Cancellations should be made by telephone on: 01932 866966.  if you are welcomed by our answering service, please leave a message and we will return your call as soon as is possible. Late cancellations and missed appointments may represent a cost to the practice, when other patients could have been seen in the time set aside for the patient. 

There is a fee for dental appointments that are missed or cancelled with less than 24 hours’ notice. The fee is based on the length of the appointment and the fees are detailed below and on our website. 

It is our aim to telephone or write to patients after a missed appointment to understand the reason for non-attendance and to inform them about any fee. We understand that cancellations are sometimes unavoidable due to illness or emergencies and we will take account of all valid circumstances.

Any appeals about missed or cancelled appointment decisions by a patient should be made in writing to the practice at admin@cobhamdental.co.uk, alternatively via post to our postal address.

Non Attendance Fee will be calculated dependent on appointment length. 

It is our aim to always have satisfied patients, to meet your expectations of care and service and to resolve any complaints as efficiently, effectively and politely as possible. We take complaints very seriously, investigating them in a full and fair way and take great care to protect your confidentiality. We learn from complaints to improve our care and service. We will never discriminate against patients who have made a complaint and we will be happy to answer any questions you may have about this procedure.

If you are not entirely satisfied with any aspect of our care or service, please let us know as soon as possible to allow us to address your concerns promptly. We accept complaints made verbally as well as written complaints.

Fiona Baker is the Practice Manager and will be your personal contact to assist you with any complaints. We aim to resolve verbal complaints within 24 hours where possible, but if you complain in writing the Complaints Manager will send an acknowledgement letter within 3 working days and will aim to provide a full response in writing as soon as practical.

You can send your complaints to 52 Station Road, Cobham, Surrey, KT11 3BN, call us on 01932 866966 or email the Complaints Manager on admin@cobhamdental.co.uk. 

If the Practice Manager is unavailable, we will take brief details about the complaint and will arrange for a meeting when it is suitable for you and the practice. We will keep comprehensive and confidential records of your complaint, which will be stored securely and only be accessible by those who need to know about your complaint. If the complaint investigation takes longer than anticipated, the Complaints Manager will contact you at least every ten working day to keep you informed of the reason for any delays, the progress of the investigation and the proposed date it will be completed.

When the investigation has been completed, you will be informed of its outcome in writing. We will make our response clear, addressing each of your concerns as best as we can. You will also be invited to a meeting to discuss the results and any practical solutions that we can offer to you. These solutions could include replacing treatment, refunding fees paid, referring you for specialist treatments or other solutions that meet your needs and resolve the complaint.

We regularly analyse patient complaints to learn from them and to improve our services. That’s why we always welcome your feedback, comments, suggestions and complaints. If you are dissatisfied with our response to a complaint you can take the matter further, please see the contacts below.

If you are dissatisfied with our response to a complaint you can contact the GDC private dental complaints service within 12 months of the treatment or within 12 months of becoming aware of the issue. Please see the contact details below.

Contacts

GDC private dental complaints service can be contacted by calling 020 8253 0800 or visiting
www.dentalcomplaints.org.uk.

You can also contact the Care Quality Commission (CQC) who regulates private and NHS dental care services in England by calling 03000 616161. They can take action against a service provider that is not meeting their standards

The General Dental Council is responsible for regulating all dental professionals. You can complain using their online form at www.gdc-uk.org, contact them at information@gdc-org.uk, or by calling 020 7167 6000.

This practice is committed to complying with the Data Protection Act 2018, the United Kingdom General Data Protection Regulation (UK GDPR), GDC, NHS and other data protection requirements relating to our work. We only keep relevant information about employees for the purposes of employment and about patients to provide them with safe and appropriate health care. This policy forms part of an Information Governance document suite and the other related policies and procedures are listed at the end of this policy. All data protection and information security policies procedures and risk assessments are reviewed annually in iComply. 

The person responsible for data protection and information security is the Information Governance Lead, Mohamed Motter. 

Our lawful bases and conditions for processing personal data are specified in our Privacy Notice (M 217T). 

Consent
The practice offers individuals real choice and control. Our consent procedures put individuals in charge to build patient trust and engagement. Our consent for marketing requires a positive opt-in, we don’t use pre-ticked boxes or any other method of default consent. We make it easy for people to withdraw consent, tell them how to and keep contemporaneous evidence of consent. Consent to marketing is never a precondition of a service.  

Pseudonymisation 

Pseudonymisation means transforming personal data so that it cannot be attributed to an individual unless there is additional information.  

• Pseudonymisation – the data can be tracked back to the original data subject 
• Anonymisation – that data cannot be tracked back to the original data subject
   

Examples of pseudonymisation we use are:  

• We never identify patients in research, patient feedback reports or other publicly available information
  
• When we store and transmit electronic data it is encrypted and the encryption key is kept separate from the data 

Data breaches
We report certain types of personal data breaches to the relevant supervisory authority within 72 hours of becoming aware of the breach, where feasible. If the breach results in a high risk of adversely affecting individuals’ rights and freedoms we also inform those individuals without undue delay. We keep contemporaneous records of any personal data breaches, whether or not we need to notify. For our data breach notification procedures see Information Governance Procedures (M 217C). 

Right to be informed
We provide ‘fair processing information’, through our Privacy Notice (M 217T) and the Privacy Notice for Children (M 217TC), which provide transparency about how we use personal data. These are available [on our website and] from the practice. 

Your data rights
Right of Access
Individuals have the right to access their personal data and supplementary information. The right of access allows individuals to be aware of and verify the lawfulness of the processing. If an individual contacts the practice to access their data they will be provided with, as requested: 

• Confirmation that their data is being processed
  
• Access to their personal data
  
• Any other supplementary information about your rights as found below and in our Privacy Notices (M 217T) and (M 217TC) 

Right to erasure
The right to erasure is also known as ‘the right to be forgotten’. The practice will delete personal data on request of an individual where there is no compelling reason for its continued processing. The right to erasure applies to individuals who are not patients at the practice. If the individual is or has been a patient, the clinical records will be retained according to the retention periods in Record Retention (M 215) and after the periods stated can be deleted upon request. 

Right of rectification
Individuals have the right to have personal data rectified if it is inaccurate or incomplete. 

Right to restriction
Individuals have a right to ‘block’ or suppress the processing of their personal data. If requested we will store their personal data, but stop processing it. We will retain just enough information about the individual to ensure that the restriction is respected in the future. 

Right to object
Individuals have the right to object to direct marketing and processing for purposes of scientific research and statistics.  

Data portability
An individual can request the practice to transfer their data in electronic or in another format. 

Privacy by design
We implement technical and organisational measures to integrate data protection into our processing activities. Our data protection and information governance management systems and procedures take Privacy by design as their core attribute to promote privacy and data compliance. 

Records
We keep records of processing activities for future reference. 

Privacy impact assessment
To identify the most effective way to comply with their data protection obligations and meet individuals’ expectations of privacy we review our Privacy Impact Assessment annually in iComply using the Sensitive Information Map, PIA and Risk Assessment (M 217Q). 

Information security 

Information Governance Procedures (M 217C) includes the following information security procedures:

• Team members follow the ‘Staff Confidentiality Code of Conduct’, which clarifies their legal duty to maintain confidentiality, to protect personal information and provides guidance on how and when personal or special category data can be disclosed
• How to manage a data breach, including reporting 
• A comprehensive set of procedures, risk assessments and activities to prevent the data we hold being accidentally or deliberately compromised and to respond to a breach in a timely manner  
• The requirements and responsibilities if team members use personal equipment such as computer, laptop, tablet or mobile phone for practice business 

Regular review
This policy and the data protection and information governance procedures it relates to are reviewed annually with iComply. 

iComply related policies and procedures 

M 215 - Record Retention  
M 216 - Data Protection Overview
M 216A - GDPR and Data Protection Action Plan
M 217A – Guide for Completing the Data Security and Protection Toolkit  
M 217C – Information Governance Procedures  
M 217M – Physical Security Risk Assessment
M 217N - Business Impact Analysis
M 217Q - Sensitive Information Map, PIA and Risk Assessment
M 217S – Legitimate Interests Assessment
M 217T – Privacy Notice
M 233-CON - Confidentiality Policy
M 233-REM – Record Management Policy
M 233- DPQ – Data Quality Policy (NHS)
M 255 - Disaster Planning and Emergency Procedures Arrangements 

Further information
Information Commissioner www.ico.org.uk, GDPR Regulation 

Privacy Notice for Patients

1. Purpose
   Cobham Dental aims to meet the requirements of the Data Protection Act 2018, the United Kingdom General Data Protection Regulation (UK GDPR), the guidelines on the Information Commissioner’s (ICO) website, and our professional guidelines and requirements.
   
   This privacy notice describes the type of personal information we hold, why we keep it, and what we do with it.
   
   
2. Registered name
   The data controller is Mohamed Motter.
   
   
3. Contact details
   If you have an enquiry or request, please contact Mohamed Motter at:
   
   Cobham Dental
   52 Station Road, Stoke D'Abernon, Cobham, Surrey KT11 3BN
   Email: admin@cobhamdental.co.uk
   Phone: 01932 866966
   
   This privacy notice is also available on the practice website at https://cobhamdental.co.uk.
   
   
4. What information we collect, use, and why
   The personal data we process includes:
   
   Name, address, contact details, gender, pronoun preferences, date of birth, nationality, NHS number, medical history, dental history, family medical history, family contact details, emergency contact details, marital status, information about care needs, financial details, doctor’s details, treatment plans, consent, X-rays, clinical photographs, digital scans, study models, appointment dates, details of complaints, call recordings and CCTV recordings.
   
   We may also process more sensitive special category data, including:
   
   Ethnicity, race, religion, health records, sex life information, or sexual orientation.
   
   The reasons we process the data include:
   
   
   • To fulfil our contract with you
   • To maintain a contemporaneous clinical record
   • To discuss treatment options
   • To provide dental prevention and oral health advice
   • To ensure any medication we prescribe is suitable
   • To modify treatments based on individual needs
   • To meet our obligations under the Equality Act 2010
   • To carry out financial transactions
   • To manage appointments, recall arrangements and send reminders
   • To communicate with your next of kin in an emergency
   • To communicate with parents or carers about the person being cared for
   • To refer to other dentists, doctors and health professionals as required
   • For debt recovery
   • To continually improve the care and service you receive from us
   • To assist with safeguarding or public protection concerns
   • To assist with dealing with queries, complaints or claims
     
     

1. Lawful basis (Personal data)
   Our lawful bases for processing personal data:
   
   
   • A legitimate interest to provide evidence-based dental care to patients safely and effectively
   • Consent of the data subject
   • To comply with our legal obligations
     
     

1. Lawful basis (Special category data)
   Our Article 9 conditions for processing special category data:
   
   
   • Processing is necessary for ethical and professional health care purposes
   • Processing is necessary to monitor and assess the quality of opportunity or treatment between different groups
   • Consent of the data subject
     
     

1. Data protection rights
   You have the following personal data rights:
   
   
   • The right of access - you can ask for a copy of the data we hold about you. We do not usually charge you for copies of your information; if we charge you, we will explain why
   • The right to rectification - you can ask us to correct or delete information if it is inaccurate or incomplete. If we have disclosed that information to a third party, we will let them know about the change
   • The right to erasure - you can ask us to delete your personal data. For legal reasons, we may be unable to erase certain information (for example, information about your dental treatment). However, we can, if you ask us to, delete some contact details and other non-clinical information
   • The right to restrict processing - you can ask us to limit how we use your personal data. For example, stop sending you appointment reminders or information about our service
   • The right to data portability - you can ask us to transfer your personal data to someone else. For example, supplying your information electronically to another dentist
   • The right to withdraw consent - you can withdraw your consent to the processing of your personal data at any time. For example, even if you have given us consent to send you marketing information, you may withdraw that consent
     
     

1. Where we get personal information from
   We obtain your details when you enquire about our care and service, when you join the practice, when you subscribe to our newsletter or register online, when you complete a registration or medical history form, from family members or carers, and when another healthcare provider refers you for treatment at our practice.
   
   We also use CCTV to:
   
   
   • Protect the practice premises and property
   • Increase the safety of patients, staff and visitors
   • Deter criminal activity and anti-social behaviour
   • Assist in the apprehension, identification and prosecution of offenders (if required)
   • Provide evidence to a court or tribunal (if required)]
     
     

1. How long we keep information
   We minimise the data that we keep, and do not keep it for longer than necessary.
   
   We keep your records for 11 years after the date of your last visit to the Practice or until you reach the age of 25, whichever is longer. At your request, we will delete non-essential information (for example, some contact details) before the end of this period.
   
   Images captured with CCTV will be kept and destroyed securely after 3 months unless they are needed for longer due to ongoing investigation, legal proceedings, or regulatory compliance.
   
   
2. How we store information
   We store your personal information securely on our practice computer system. Only those working at the practice have access to your information. They understand their legal responsibility to maintain confidentiality and follow practice procedures to ensure this.
   
   We take precautions to ensure the security of the practice premises, the practice filing systems and computers.
   
   We use high-quality specialist dental software to record and use your personal information safely and effectively. Our computer system has a secure audit trail, and we back up information routinely.
   
   
3. Sharing information
   To provide you with appropriate care, we might need to share personal data with the following; however, only the minimum information required will be shared:
   
   
   • Another dentist or another health professional who is caring for you
   • Your GP or consultant
   • A laboratory
   • NHS payment authorities
   • The Inland Revenue
   • The Benefits Agency, if you are claiming exemption or remission from NHS charges
   • A private dental scheme, if you are a member
   • Safeguarding organisations
     
     

1. Sharing CCTV recordings
   When using or processing CCTV recordings, we will respect the legal rights of the individuals shown in them. We will not share images or recordings except in the following circumstances:
   
   
   • If requested by the local authority, police or courts for the investigation, prevention or  prosecution of anti-social behaviour or criminal activity
   • For bringing or defending a legal claim
   • To comply with a police warrant or an order given by a court or tribunal]
     
     

1. Duty of confidentiality
   Exceptional circumstances might override the duty to maintain confidentiality. We will inform you of requests to share personal information where possible. The decision to disclose information will only be taken by senior staff. Examples include:
   
   
   • Situations where there is a serious public health risk or risk of harm to other individuals
   • When information is required by the police to prevent or detect crime or to apprehend or prosecute offenders (if not providing the information would prejudice these purposes)
   • In response to a court order
   • To enable a dentist to pursue a legal claim against a patient
     
     
     

1. How to complain
   If you have any comments, suggestions, or complaints about how we use your data, you can contact us using the contact details at the top of this privacy notice.
   
   If you remain unhappy with our response or feel unable to discuss it with the Practice, you can contact the Information Commissioner’s Office (ICO) on 0303 123 1113 or by visiting https://www.ico.org.uk/make-a-complaint.
   
   
2. Review and Revision
   This privacy notice is reviewed annually and updated to ensure its effectiveness and compliance with current regulations, guidance, and standards.