Your Rights & Responsibilities
We will treat our patients equally, with dignity and respect; the standard of care we expect to receive ourselves. We offer all necessary dental care and treatment during our normal daytime hours. All treatments will be planned in view of what is clinically necessary and in your best interests including any cosmetic enhancements you may have discussed with your dentist. This will be documented in a printed treatment plan and a copy produced for your retention. We will refer patients to dental/health care professionals in the event of needing specialist opinion/treatment. Emergency dental care will be provided as soon as we possibly can and in a suitable time frame for the nature of the emergency.
Appointments
We ask that you give 24 hours’ notice to cancel appointments. If due to unforeseen circumstances you need to cancel the day of an appointment, please ring the surgery as close to 08:30 as reasonably possible so we can offer that space to another patient. We understand there will be times you are prevented from informing us you can’t attend; our staff will use their discretion as to whether this will be noticed as a failure to attend. Missing more than one appointment may jeopardise further appointments at Wilton House.
Confidentiality, Privacy & Records
The safety of your information and data is our priority. All patient information is recorded, handled and stored safely, securely and in line with governing legislations. There are certain times we will have to share your information with the following agencies: by court orders at the request of police or social service, the NHS Business Services Authority and NHS counter fraud departments. You, as the patient have a right to access your personal information under the Data Protection Act. Please speak to a member of staff if you wish to access our confidentiality policies.
Dr Neal Benford is the practice data controller.
Feedback and Complaints
All feedback is important to us, and we are committed to improving the service we provide. We are happy to hear what we did well, what we could do better or any other matters. Feedback can be given verbally or in writing. We wish to make it as easy as possible to make a complaint should you become dissatisfied. You can make a verbal complaint in the premises or over the phone with any member of staff you feel fit. This is an informal complaint. Alternatively, you can make a formal complaint by writing to us. Mrs Lisa Ford is the complaints officer for Wilton House.
In the unlikely event that we are unable to resolve your complaint, or you feel dissatisfied with the way the complaint was handled, you can further complain to:
NHS patients: Chief executive, Cardiff & Vale UHB, Maes Y Coed Road, Llanishen, CF14 4HH
Private patients: Healthcare Inspectorate Wales, Welsh Government, Rhydycar Business Park, Merthyr Tydfill, CF48 1UZ
Violence and Aggression
The practice will NOT tolerate any form of abuse, violence or aggression towards our staff. We will follow health board procedures in any such instance and not hesitate to terminate registrations of patients that behave in such manner.
