Boston Bay Family Dental Privacy Policy
All information collected from the patient will be used for the purpose of providing treatment. Personal information such as name, address, and health insurance details will be used for the purpose of addressing accounts to the patient, as well as processing payments and writing to the patient about any issues affecting their treatment.
We may disclose a patient's health information to other healthcare professionals or require it from them if, in our judgment, it is necessary in the context of the patient's treatment. In this event, disclosure of personal details will be minimized wherever possible.
We may also use parts of a patient's health information for research purposes, in study groups, or at seminars, as this may provide benefit to other patients. Should that happen, a patient's personal identity would not be disclosed without their consent to do so.
Patient history, treatment records, X-rays, and any other material relevant to treatment will be kept and remain in a secure environment.
Under the privacy law, patients have rights of access to dental information held about them by this practice. We welcome a patient to inspect or request copies of their treatment records at any time or seek an explanation from the dentist. The following procedure has been developed to ensure that all requests for access are dealt with as efficiently as possible:
All requests for access (other than straightforward requests for copies of test or treatment results made to your dentist during your consultation) should be made in writing using (where available) a Request for Release of Dental Records Form.
Requests for access will be acknowledged by the practice within 3 working days of the receipt of the request.
Where it is not possible for access to be granted within 30 days, the patient will be notified/advised when and if access will be granted.
Where access is refused, the patient will be advised in writing of the reasons for refusal. This will include any information about other means by which access may be facilitated.
A patient will not be permitted to remove any of the contents of their dental file from the practice, nor will they be permitted to alter or erase information contained in the dental record. However, if any of the information we have about a patient is inaccurate, a patient is encouraged to ask us to alter their records accordingly, in writing.
When a request for copies of dental records is received, no fee is required to be paid by the patient.
Generally, records will be transferred by the practice (on behalf of consenting patients) from one treating practitioner to another. In limited circumstances, patients will be required to collect their records in person or may request in writing that records are provided to another authorised person.
If a patient or authorised person is collecting a copy of dental records, they may be required to provide identification. Where possible, this should be photographic identification.
Comment:
A patient's evaluation of the care received at our practice is an extremely important form of feedback that provides valuable information about the services we provide. We encourage patients to provide both positive and negative feedback. All staff will be provided with training and support that will assist them in identifying, reporting, and appropriately responding to complaints and other negative feedback. Negative feedback can be categorised into three categories:
Enquiries: low-level matters where an explanation or clarification of circumstances satisfies or resolves the patient's concerns. No further risk or future action against the dental practitioner or practice is indicated.
Notification: a complication or incident that has not caused the patient to make any complaint or claim but has the potential to become a complaint or claim in the future. The dental practitioner involved will consult their professional association in these matters for guidance on handling the incident and whether notification to the professional indemnity insurer is required. The dental practitioner's management of such complications or incidents will be compatible with the practice's open disclosure process.
Complaint or Claim: matters in which a patient, or a person on behalf of the patient, has made a verbal or written complaint to the practitioner or to a statutory or legal body regarding some element of treatment that has been provided by the dental practitioner to the patient. The dental practitioner involved will consult their professional association and their professional indemnity insurer prior to responding to the matter.
In the event of a patient complaint, all staff at Boston Bay Family Dental should use the following complaint handling policy:
Provide an open environment for a patient to share their dissatisfaction with us directly, whilst respecting the patient's right to have a concern heard by an independent third party such as the Dental Board of Australia or Contact your ADA Branch for further information.
Resolve the complaint at the lowest level possible.
A patient will be required to place serious complaints or requests for refunds in writing.
Notification to and advice sought from professional associations and professional indemnity insurers is encouraged.
Complaint Handling Process:
Complaints will be acknowledged and responded to in a timely manner, either verbally or in writing, in respect to the seriousness of the complaint. We aim to respond to all complaints within 30 days. All complaints will be recorded in the Compliments & Complaints Register.
All complaints will be reported and reviewed by the Principal Dentist of the practice. Responsibility for the management of practitioner-related complaints will lie with the dental practitioner about whom the complaint is related. The dental practitioner involved will respond to the complaint upon receipt of advice from their professional association and/or their insurer.
Complaints Review Process:
Boston Bay Family Dental is committed to continuous improvement in safety and quality. The Principal Dentist will analyse data/feedback from the Compliments & Complaints Register and take action where required. Any review actions/outcomes will be communicated to staff.
Notifying patients about their rights:
Boston Bay Family Dental will always endeavor to advise patients about their rights and the way our practice operates. Part of the process of providing this information to patients and/or carers is providing access to our practice Charter of Patient Rights.
All staff will assist patients in understanding their patient rights and the way our practice operates. It is the responsibility of staff to proactively identify those patients who may be 'at risk' of not understanding their healthcare rights and to consult the dental practitioner if further guidance is needed.
Our Charter of Healthcare Rights is made available to patients in the following ways:
Poster/signage displayed within the practice
Available on our website