Patient Information

Missed Appointments and Cancellations Policy

Please give at least 24 hours notice if you cannot attend an appointment by calling reception on 01902 732487, or you can leave a message if it is out-of-hours. Two or more missed appointments within 12 months may result in future appointments being refused.
(Full details can be found in the waiting room)

Payment Policy

Patients are asked to pay for the treatment they have received at that appointment.
(Full details can be found in the waiting room)

Claiming Free Treatment

If you are eligible for free dental treatment please show proof of your entitlement to staff before signing the patient declaration form. It is the patient's responsibility, not the dental practice on signing the declaration form. If you're not sure about your entitlement to an exemption from an NHS charge, you should pay the charge first. Once you're sure of your entitlement, you can claim a refund. If you wrongly make a claim for a dental charge, then you may be sent a penalty charge notice from the NHS Business Services Authority. You would have to pay the original cost of the dental charge, plus a penalty of up to £100. You may also be prosecuted for an offence that can lead to a criminal record.
(Full details can be found in the waiting room)

Medical History Checks

You will be asked at appointments to review and update your medical history. You may wish to bring a list of medications or your repeat prescription with you to your appointments to update your details.

Your Details

Please keep us updated with any changes to your address and your telephone numbers, as these are our main points of contact, and having out-of-date details may result in missed appointment reminders, cancellations, and other important information.

Patient Complaints Procedure

You have the right to make a complaint about any aspect of NHS care, treatment or service, this is written into the NHS Constitution on GOV.UK.
From 1 July 2023, the way you make a complaint about primary care services to the commissioner is changing. 

There are two ways you can make a complaint:

  • You can make a complaint about the service you received at our practice directly to us. To do this please contact reception who will be able to assist you with your complaint.
  • You can complain to the commissioner of the service: this is the organisation that paid for the service or care you received.

After 1 July 2023 if you want to make a complaint about primary care services to the commissioner you will now contact the Black Country Integrated Care Board instead of NHS England.

You can do this by:

Telephone: 0300 0120 281
Email: bcicb.time2talk@nhs.net
Writing to us at: Time2Talk, NHS Black Country Integrated Care Board (ICB) Civic Centre, St Peter's Square, Wolverhampton, WV1 1SH

If you want to make a complaint directly to the provider of the primary care service, you still can- that does not change on 1 July 2023.
 

Please see the Black Country ICB Compliments, Concerns and Complaints leaflet here.

Ongoing complaints
If you have an ongoing complaint placed on or after 1 July 2022, you will receive a letter from NHS England informing you that the Black Country ICB is now handling your complaint, this will include confirmation of your case handler. 

If you have an ongoing complaint placed before 1 July 2022, you will receive a letter from NHS England informing you that your complaint is being retained by NHS England, this will include confirmation of your case handler. 

 

Private patients can contact the Dental Complaints Service at 08456120540 or visit www.dentalcomplaints.org.uk or email info@dentalcomplaints.org.uk if unresolved within the dental practice.
 

You can give feedback or make a complaint by completing a Friends and Family Test, see the waiting room poster/leaflets or ask a member of staff for further details.

Data Protection

At Gibbons and Associates, we take your data very seriously and only want to send you the information that you find interesting and valuable to you. From time to time we would like to contact you to keep you updated on any special promotions or new procedures we can offer you. In accordance with the new GDPR regulations, you'll need to opt in to receive this information. We will never sell your data, we will keep your details secure and we will never share them with third parties for marketing purposes. You can opt out at any point if you change your mind.

 

We are a Data Controller under the terms of the Data Protection Act 2018 and the requirements of the EU General Data Protection Regulation.

 

Types of Personal Data

The practice holds personal data in the following categories:

  1. Patient clinical and health data correspondence
  2. Staff employment data
  3. Contractors' data

 Why we process Personal Data

'Process' means we obtain, store, update, and archive data.

  1. Patient data is held for the purpose of providing patients with appropriate, high-quality, safe, and effective dental care and treatment.
  2. Staff employment data is held in accordance with Employment, Taxation, and Pensions Law.
  3. Contractors' data is held for the purpose of managing their contracts.

What is the Lawful Basis for processing Personal Data?

The law says we must tell you this:

  1. We hold patients' data because it is in our Legitimate Interest to do so. Without holding the data we cannot work effectively. [Also, we must hold data on NHS care and treatment as it is a Public Task required by law]
  2. We hold staff employment data because it is a Legal Obligation for us to do so.
  3. We hold Contractors' data because it is needed to Fulfill a Contract with us.

Who might we share your data with?

We can only share data if it is done securely and it is necessary to do so.

  1. Patient data may be shared with other healthcare professionals who need to be involved in your care (for example if we refer you to a specialist or need laboratory work). [Patient data may also be stored for backup purposes with our computer software  suppliers who may also store it securely overseas]
  2. NHS BSA
  3. Employment data will be shared with government agencies such as HMRC.


Your Rights
 

You have the right to:

  1. Be informed about the personal data we hold and why we hold it
  2. Access a copy of your data that we hold by contacting us directly- we will acknowledge your request and supply a response within one month or sooner.
  3. Check the information we hold about you is correct and make corrections if not
  4. Have your data erased in certain circumstances.
  5. Transfer your data to someone else if you tell us to do so and it is safe and legal to do so.
  6. Tell us not to actively process or update your data in certain circumstances.
     

How long is the Personal Data stored for?

  1. We will store patient data for as long as we are providing care, treatment or recalling patients for further care. We will archive (that is, store it without further action) for as long as is required for legal purposes as recommended by the NHS or other trusted experts.
  2. We must store employment data for six years after an employee has left.
  3. We must store contractors' data for seven years after the contract is ended.
     

What if you are not happy or wish to raise a concern about our data processing?


You can complain in the first instance to our Data protection Officer, who is Dr S Bassan, Dene Hollow, Neachells Lane, Wednesfield, Wolverhampton, WV11 3RF and we will do our best to resolve the matter. If this fails, you can complain to the Information Commissioner at www.ico.org.uk/concerns or by calling 0303 123 1113