EMERGENCY APPOINTMENTS
All patients registered with practice and have had a Checkup within the last 6 months of the Emergency appointment will not be charged for appointment and will only pay for the treatment required. All patients not registered with the practice will pay for the Emergency Appointment and Treatment required.
GENERAL POLICIES
Welcome to our dental practice!
We appreciate the confidence and trust that you have placed in us. Please know that your needs are our highest priority. We welcome new patients, and are committed to doing everything possible to provide you with high quality dental care at an affordable price and to making your visit to our office as pleasant and comfortable as possible. Please take time to read our terms and conditions of service.
If you have any queries or need clarification, please contact us and a member of our team will be happy to help you
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We collect your personal details and your medical history in accordance with the Data Protection Law (see our Data Privacy Protection Policy). It is very important that you give a full medical history and details of any medication you take. Should these change in any way, it is very important for you to tell your Dentist. It is the patient’s responsibility to inform the clinic of any changes in either personal details and/or their medical history.
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Once your treatment plan has been agreed with the Dentist, we will provide you with a written estimate of your plan. If this plan changes due to radiographic or clinical findings, we will inform you and discuss this with you accordingly. Treatment plans are valid for net 30 days from the date the treatment was prescribed. If there are any questions on your treatment plan, please do not hesitate to ask us, prior to commencing treatment.
Treatments are provided only on a private basis.
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Certain treatments require completion of a written consent form. This is in to ensure that we have explained the treatment, aftercare and any risk to you thoroughly, before any of these treatments are carried out. It also allows you to make an informed decision before agreeing to treatment.
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If your appointment time becomes inconvenient for you, we are always happy to change it if you provide us with two business days notice. This allows us to schedule in a patient who may be in urgent need of our care.
Missed appointments and late cancellations represent a cost to the practice, to you and to other patients who could have been seen in the time set aside for you. Failed appointments can sometimes interfere with dental treatment and create unnecessary scheduling problems for other patients. Failed appointments and late cancellations will be charged £40 excluding your actual treatment costs
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Different types of work are covered by different guarantee conditions. Prior to beginning treatment, the guarantee terms will be reviewed with you. The aesthetic and functional performance of the work done in your mouth will depend on the workmanship of the laboratory work involved as well as on the condition of your teeth, gums and bones. All treatments carried out is guaranteed for 1 year, excluding Dental Implants, Orthodontic treatments and Facial Aesthetics.
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CraigDental holds the discretion regarding any refund that the patient requests for the work carried out. Refunds will be decided based on many factors. 30% refund will be given to the patient after thorough review of the clinical situation and circumstances.
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We would like to send you information about products, services and offers via email or text message.We will ask whether you would like us to send you marketing messages. You can opt out any time you by contacting the practice or online using our portal.
PATIENT PRIVACY POLICY
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CraigDental is committed to protecting and respecting your privacy. We aim to be clear when we collect your data and not do anything you wouldn’t reasonably expect.
This Policy explains when and why we collect personal information, how we use it, the conditions under which we may disclose it to others and how we keep it secure.
We may change this Policy from time to time so please check this page occasionally on our website to ensure that you’re happy with any changes. By using our website, you agree to be bound by this Policy.
Any questions regarding this Policy and our privacy practices should be sent to our Data Controller. You can do this:
By email, to: craigdental@llandrindoddentist.co.uk
By telephone: 01587 502151
By writing to: CraigDental, 1 Imperial Buildings, Temple Street, Llandrindod Wells, Powys, LD1 5DL
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We are a team of dental professionals who are passionate about providing the highest possible standards of care.
To ensure we can provide your care safely and effectively, we need to be certain that we have correctly addressed your needs and wishes, answered your questions and also have taken account of your medical history and any treatment that you are undergoing as this may affect how we can provide care for you safely.
Your care may involve several members of our team at this practice and we want to assure you that all members of our team will respect the confidential nature of the information that you have provided and will always protect it from being used by others in an unauthorised way.
We will ask you to complete in writing how and in what circumstances we may use this information in future.
You can choose to stop email, telephone calls, addressed post and/or text messages directed to you by contacting us on or by email us
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Attend our practice as a patient
Complete documentation such as a Medical History form
Agree to or request referral to other professionals
Receive support from us by contacting us by telephone, text or email
Take part in one of our surveys
Make payments to us using a card, credit agency or payment plan
Use our website
We may receive information about you from a referring practice
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The type and quantity of information we collect and how we use it depends on why you are providing it.
Typically, the basic personal information we collect might include:
Your name
Your contact details
Your email address
Your telephone number
Your GP name and practice address
Your next of kin or carer contact details
Your family members names
If you use our website we collect your IP address, and information regarding what pages are accessed and when.
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We process and use your information to provide you with safe dental care.
we may share your data with our preferred dental plan provider
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If you would like to know how long we keep your information for, please contact our Data Protection Officer.
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When you give us personal information, we take steps to ensure that there are appropriate technical measures in place to protect it. For example, access is restricted only to those who are entitled to see the data, our online templates and audits are always encrypted and our network is protected and routinely monitored.
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Your Rights
You have a right to ask us to stop processing your personal data and, if it’s not necessary for the purpose you provided it to us (e.g. to provide you with the services, products or information you asked for, processing your payment) we will do so.
You have a right to ask for a copy of the information we hold about you. If you want to access your information, send an e-mail, to: craigdental@llandrindoddentist.co.uk
Alternatively, you can put your request in writing to: CraigDental, 1 Imperial Buildings, Temple Street, Llandrindod Wells, Powys, LD1 5DL
You have a right to have any incorrect information to be corrected. If there are any discrepancies in the information we provide, please let us know and we will correct them.
You have a right to choose whether or not you wish to receive information from us.
How you can access your information
If you would like to access the information we hold about you, please:
Send an e-mail to craigdental@llandrindoddentist.co.uk
Write to: CraigDental, 1 Imperial Buildings, Temple Street, Llandrindod Wells, Powys, LD1 5DL
Please note, we may ask you to complete a form in order to help us locate the information that would like access to.
Marketing preferences
If you are updating your preferences, we need your name and address to make sure we update the right information.
Our practice Promise:
To protect your personal data with highest standards of care and protection.
Contact us
If you have any questions regarding this policy, our privacy practices or data protection, please contact our Data Controller oficerMr Tanzeem Raees.
You can do this:
By email, to: craigdental@llandrindoddentist.co.uk
By telephone: 01597 502 151
By writing to: CraigDental, 1 Imperial Buildings, Temple Street, Llandrindod Wells, Powys, LD1 5DL
COMPLAINTS POLICY
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Because we want to ensure that all our patients are pleased with their experience of our service, we take complaints very seriously. If a patient makes a complaint, we will deal with the matter courteously and promptly so that it is resolved as quickly as possible. Our procedure is based on these objectives.
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This Practice has an effective complaints system in place to ensure that identifying, receiving, recording, handling and responding to any comments, observations or complaints occurs within a strict timetable which is clearly documented. The complaints system is clearly displayed and all patients and visitors are confident that they will be listened to and responded to without fear of discrimination.
Any complainant can be assured that they will be treated in a manner respecting their human rights and diversity; in a sensitive manner and that the complaint can be made by a variety of methods either verbally, by sign language or in writing.
Where they lack confidence or require help they will be supported by helpful staff members. Their complaint will be fully documented and fairly dealt with and following investigation, lessons learned can lead to changes being made to avoid future complaints.
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These clear complaint procedures are monitored and reviewed and the named contact who is accountable for doing this is Mr Tanzeem Raees
If a patient complains on the telephone or at the reception desk, we will listen to their complaint and offer to refer him/her to Mr Tanzeem Raees immediately.
If this named person 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.
If the patient complains in writing the letter will be passed on immediately to Mr Tanzeem Raees
Complaints about clinical care or associated charges will be referred to the clinician concerned, unless the patient does not want this to happen.
A written acknowledgment of a complaint with accompanying copy of our complaints policy will be sent as soon as possible, normally within three working days.
We will seek to investigate the complaint within ten 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 ten working days we will notify the patient, giving reasons for the delay and a likely period within which the investigation will be completed.
We will confirm the outcome about the complaint in writing immediately after completing our investigation.
We will complete proper and comprehensive records of any complaint received in a complaints tracker along with the outcome and any measures taken to prevent recurrence.
If a patient is not satisfied with the result of our procedure, or if they do not wish to contact the practice directly, then a complaint may be made to:
Write to:
Healthcare Inspectorate Wales
Welsh Government
Rhydycar Business Park
Merthyr Tydfil
CF48 1UZ
Email : hiw@gov.wales
Contact No. : 0300 062 8163
GDC
Write to:
Dental Complaints Service,
37 Wimpole Street,
London W1G 8DQ
Email : info@dentalcomplaints.org.uk
Contact No. : 020 8253 0800