Practice Policies

“As a Practice we aim to provide the highest quality dental experience to all our patients, by investing in our staff through training, equipment and professional development. We ensure that we excel as a team to offer excellent service, patient care and satisfaction in a safe and friendly environment. We cannot achieve this without your help and support, we value your comments and look forward to be of service to you and your family.” – The Partners

  • Data Protection
  • Patient Confidentiality
  • Infection Control
  • Patient Complaints


Data Protection Policy

The Practice is committed to complying with the Data Protection Act 1998 by collecting, holding, maintaining and holding data in and open and fair fashion.
The Practice will only keep relevant information about employees for the purpose of employment or about patients to provide them with a safe and appropriate Dental Care. The Practice will not process any “sensitive personal data” without prior informed consent. As deferred by the Act “personal sensitive 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 are kept in a secure place, They are regularly reviewed, updated and destroyed in a confidential manner when no longer required and personnel records will only be seen by appropriate management.
Patient records will only be seen by appropriate team members. To facilitate patient healthcare the personal information about them may be disclosed to a doctor, healthcare 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 only be 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 healthcare. In all cases information will not be disclosed to such a third party without the patient’s written authority.

Patient Confidentiality Policy

The Practice is committed to complying with the requirements of the legislation governing patient confidentiality including Acess to Health Records 1990, Cauldicott Guidelines 1997, Confidentiality Code of Practice 1998, Data Protection Act 1998 and the GDC Standards for Dental Professionals 2005 on Principles of Patient Confidentiality.
For the purpose of this Policy confidential information is defined as personal information provided by an individual in confidence, including but not limited to, such details as name, age, address, personal circumstances, race, health, sexuality , etc. Note that even the fact that a patient attends the Practice is confidential. This information may be supplied or stored on any medium and includes images, video, health records, computer records or verbally.
– All staff members are aware of their responsibilities for safeguarding patients confidentially and keeping information secure and have received appropriate training on the legislation requirements to ensure that:-
– No personal information given or received in confidentiality is passed on to anyone else without prior consent of the information provider.
– No personal information given or received in confidence for one purpose is used for another purpose without prior consent of the information provider.
– Patients are entitled to object to the use of their confidential information for any other purpose than their care.
– The duty of confidentiality to decreased patients is treated in the same way as that of living patients.
– The rules of disclosure are strictly followed every time information is passed on to another person or organisation.

Personal information is only disclosed to another person or organisation when:-
1. The patient’s consent is obtained.
2. The disclosure is in the patient’s best interest (referral).
3. The information recipient falls under the category of need to know basis and is directly involved in patient care or the use is justified for the purposes described in the list of circumstanced in the “Disclosure on a need to know basis section.”
4. Disclosure is required by a court or court order.
5. Disclosure is required by the law.
6. Information is required by the Police in order to detect or prevent a serious crime.
The Practice treats breaches of confidentiality very seriously. No team member shall knowingly misuse any confidential information or allow others to do so. Non-compliance with this Policy will result in staff disciplinary action.

Infection Control Policy

All staff and people providing care and involved in the process of preventing and controlling infection. There are policies in place that are adhered to that help to prevent and control infections, and that are reviewed and amended in line with lessons learned.
There are processes in place to operate monitoring and management arrangements intended to prevent and control infections. For further information consult policies and procedures on Infection Prevention and Control ISO 9000 Manual 3. This policy and procedure contains a working system to comply with legislation and meet HTM 01-05 requirements and the Code of Practice on the Prevention and Control of Infections.
Staff are trained in accordance with Dental Nursing NVQ 3 at our Training School, thereafter at Surgery meeting held at each Practice. These include, Infection, Prevention and Control.
There are quarterly Audits on Infection Prevention and Control and monitoring and Audit meetings at Partners Meetings and Practice Meetings.
There is an annual review of Infection Prevention and Control.

Patient Complaints Policy

The Practice is committed to offer high standards of care and service to our patients. If we have failed to meet their requirements we will make best endeavours to deal with any dissatisfaction promptly and courteously and learn from our mistakes. Carole Plummer is responsible for running the complaints system on a daily basis and in the case of a complaint ensure the Practice Procedures and training are improved to prevent similar complaints being made. The overall responsibility for the Policy enforcement rests with the NHS Contractor or Private  who are the Partners and responsible persons.

* This procedure does not apply to oral complaints that have been resolved to patients satisfaction within 24 hours.
* Please note that a complaint has to be made with 12 months of an incident happening.
* If you are unhappy with our service, or have concerns regarding any aspect of your treatment, please let us know. We endeavour to look into any concerns that you have raised as quickly as reasonably possible.
* If you would like to discuss any aspect of your care you should first contact the Practice Manager. If after speaking to the practice manager, you would like to further discuss your concern, kindly contact;

Private & Confidential
John G. Plummer & Associates Dental Surgeons
66 Tan Lane
 Gt. Yarmouth
NR30 5DT

Tel: (01493) 720653

1. Patients will receive an initial complaint acknowledgement from Mrs. Plummer within 3 working days from receipt of the correspondence with an offer to discuss the matter further.
2. We will make every effort to fully investigate the issue properly and appropriately within 28 working days. If there is any delays in investigations we notify the patient about it, giving reasons and the likely date for its completion.
3. We keep comprehensive records and will write to the patient with a detailed report signed by the “Responsible Person.” The report will contain an explanation of the complaint has been considered, what conclusions have been reached including any remedial actions taken.
4. If the patient is still dissatisfied after following the Practice procedure the patient will be informed of their right to contact the Health Service Ombudsman or Local Government Ombudsman.
5. Patients who have complained will not be discriminated against in future.
6. We will produce an annual report which includes actions taken to improve service. It will be available to anyone who requests it.

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