Care policies

Statement of Purpose: “A Bright Smile Breathes Confidence”

Acacia Dental Practice consists of dedicated healthcare professionals. We strive to exceed patients’ expectations, acting in good faith to the best of our abilities to prevent dental disease and, where necessary, treat existing oral health issues. This will be achieved by ensuring that we recruit and train highly professional staff, working as a team to further the health message, whilst maintaining personal development in a clean, safe and welcoming environment.
Our Aims
We aim to provide dental care and treatment of consistently good quality for all patients and only to provide services that meet patients’ needs and wishes. We aim to make care predictable and make treatment as comfortable and convenient as possible. In addition we aim:
  • To understand and exceed the expectations of our clients
  • To both motivate and invest in our team and acknowledge their value
  • To encourage all team members to participate in achieving our aims and objectives
  • To clearly set and monitor targets in all areas through audit.
  • To invest in property, equipment and technology and to innovate processes based on a measured business case
Our Objectives:
The objectives of the practice are to deliver a service of high standard in line with professional standards:
  • To be accountable for individual and team performance
  • To support each other in achieving patient expectations
  • To maintain the highest professional and ethical standards
  • To rapidly respond to the needs of our patients and our team
  • To encourage innovation, ambition, enterprise and continuous improvement
  • To ensure staff are trained and competent through investment and personal development.
This is achieved by offering patients a personal service, integrating the highest quality products with the latest proven techniques and protocols.
Patients are treated with honesty and integrity, in complete confidence and the utmost discretion, in comfortable surroundings, at a reasonable cost.
The practice complies with the requirements of the Advertising Standards Authority and ensures that any advertisements reflect the true nature of services offered.
Services Provided
The CQC regulated activities provided include:
  • Treatment of disease, disorder or injury
  • Surgical procedures
  • Diagnostic and screening procedures
This practice offers dental services to all its patients which consist of:
  • Preventative advice and treatment
  • Routine and restorative dental care
  • Cosmetic dentistry
  • Dental hygiene
  • Tooth whitening
  • Referral services where needed
Name, address and contact details of the service provider

Acacia Dental Practice Ltd

1 Hatton Park
Bromyard,
Herefordshire,
HR7 4EY
Tel: 01885 482855
Email: info@acaciadental.co.uk
Staff within the practice:
Rupert Parsons Registered Manager/ Dentist (GDC 62694)
Gill Tait Dentist (GDC 55928)
Ella Bourne Therapist (GDC 245319)
Marie-Claire Parsons Dentist (GDC 62700)
Miryana Glinos Hygienist (GDC 236351)
Shirley Hopkins Dental Nurse (GDC 121559)
Jess Knox Dental Nurse (GDC 199339)
Beverley Morris Receptionist
Facilities within the Premises
  • Acacia Dental Surgery is well located in the residential centre of Bromyard.
  • The Waiting area is open plan and provides a comfortable waiting space.
  • We will have a purpose-built decontamination facility to provide Best Practice standards of infection control.
  • At Hatton Park the bungalow allows groundfloor surgeries to provide easy access for wheelchair users or people with problems with mobility
  • We  have a disabled access toilet and facilities on the Ground Floor
  • We use digital imaging for instant xrays at the lowest dosage to the patient
Making an appointment– All patients are seen on an appointment basis.
Cancellation Policy- At least 24 hours’ notice is required of a cancellation otherwise a charge may be made, which will be based on the circumstances of the patient and at the practice’s discretion.
Smoking Policy- In order to provide a safe and smoke free environment for staff and patients, the establishment is a no smoking area.
Methods of Payment/Credit- Most major credit/debit cards are accepted.
Mobile Phones-Patients are requested to be considerate to other patients and not to use mobile phones within the building. A voluntary donation (ÂŁ20) will be requested of those who use/answer their phone in the surgery!!.
Car Parking – There are parking facilities at the front of the practice.
Client Centered Care - We care about providing the right treatment for patients, so treatments and procedures are only carried out after fully discussing the pros and cons and alternatives with the client.
Consultations- All consultations are carried out in person with patients, by qualified personnel in the privacy of the treatment room.
Records of all consultation and treatments are kept in patients’ notes.
At the initial consultation, a medical history is taken. Some medical conditions may affect the type of dentistry that is best for you. We also note an outline of any patient’s concerns. You will be given information on any planned procedure and all alternatives will be discussed, and consent obtained prior to commencement.
Patient/Client Records – Patient details are taken at the initial consultation and these form part of the patient records. We are registered with the Information Commissioner’s Office.
Information Provided to the Patients- This practice ensures that information provided to patients and prospective patients and their families/carers is accurate and that any claims made in respect of services are justified. This is in the form of a Patient Information Leaflet.
Treatment of Children– We do provide treatment for children. We will expect children to be accompanied to the practice by their parents.
Consent- The practice operates a consent policy.
Patients have the right to make their own decisions regarding dental treatment and care. Prior to the commencement of treatment, patients will be required to sign a form of consent.
Consent to treatment must always be given freely and voluntarily by a person capable of making decisions regarding the treatment. Those with a learning disability must be accompanied by a parent or guardian who will sign the consent form on their behalf according to the principles  in Mental Capacity Act 2005 Code of Practice regarding mental capacity assessment and best interest decisions.
Patient Surveys- The practice obtains the views of its patients from time to time, and use these to inform the provision of treatment and care for them and other prospective patients.
  • Patients have the opportunity to complete a survey whilst in the Waiting room. The Patient Information Leaflet is available to patients and copies are available in the Waiting Rooms and at Reception.
  • It is the policy of this practice also to carry out random patient surveys to seek the views of our patients as to the quality of the treatment and care provided by our personnel. The NHS also does this. Please request a form.
This also enables the practice to ensure compliance with its quality monitoring policy in line with its standards. These results will be published when available. These will also be issued to the Care Quality Commission as and when requested.
Privacy and dignity of patients – The privacy and dignity of patients are respected at all times. In line with the Patient Confidentiality policy all information and records are kept safe and confidential. There are facilities for patients to have private conversations with the clinical and reception staff. Data Protection Laws provide patients access to their records. If required please put a request in writing to the Registered Manager.
Checklist for Consultation– We will explain the procedure to the patient and give them an opportunity to ask questions. We will explain what we are doing at each stage of the procedure.
Patients are asked that in the event of any complaint, to speak directly or write to Mr Parsons the Registered Manager. Patients who require a second point of contact should direct their enquiry to Beverley Morris in the Practice who, when applicable, will recommend the services of an independent advocate. A copy of the complaints process is held at reception.
What we shall do- We shall acknowledge complaints within 2 working days and aim to have looked into the complaint within 10 working days of the date when it was raised. We shall then be in a position to respond with an explanation or a meeting as appropriate. If there are any delays in the process we will keep the complainant informed.
When we look into a complaint, we shall aim to understand the basis of the concern:
  • find out what happened and what, if anything, went wrong
  • make it possible for the complainant to discuss the problem with those concerned
  • Identify what we can do to make sure the issue does not happen again.
At the end of the investigation the complaint will be discussed with the complainant in detail, either in person or in writing.
Complaining on behalf of someone else- With respect to an individual’s confidentiality if the complaint is received on behalf of someone else. A letter signed by the person concerned will be required. If the complaint is not resolved to the patient’s satisfaction, the patient can write to:
Care Quality Commission

Healthcare Team
Citygate – Gallowgate
Newcastle upon Tyne – NE1 4PA
Email: info@cqc.org.uk / Website: www.cqc.org.uk

Help us to get it right- We constantly try to improve the service we offer, so we will encourage patients to let us know when we have done something well or if there are any suggestions as to how we can do something better.

Complaints Procedure – Information for Patients

If you have a complaint or concern about the service you have received from the dentists or any of the staff working in this practice, please let us know. We can only improve our level of service if we know where there are areas of concern. We operate a practice complaints procedure.
How to Complain
We hope that most problems can be sorted out easily and quickly, at the time they arise and with the person concerned. If your problem cannot be sorted in this way and you wish to make a complaint, we would like you to let us know as soon as possible – ideally, within a matter of days or at most a few weeks – because this will enable us to establish what happened most easily. If it is not possible to do that, please let us have details of your complaint.
Concerns about the treatment you received should be made to the dentist who normally sees you. Alternatively, you may ask for an appointment to see one of the other Dentists in the Practice in order to discuss your concerns. We will explain the complaints procedure to you and will ensure that your concerns are dealt with promptly. It will help if you are as clear as possible about your complaint.
If your concern is not about the treatment you have received but about the service in general our Practice Manager would like to hear from you. Please telephone the surgery to arrange an appointment or alternatively put your concerns in writing.
What We Shall Do: LOCAL RESOLUTION
We shall acknowledge your complaint within 2 working days and aim to have looked into your complaint within 10 working days of the date when you raised it with us. We shall then be in a position to give you an explanation, or offer a meeting with those involved.
In investigating your complaint, we shall aim to:
  • find out what happened and what went wrong
  • enable you to discuss the problem with those concerned, if you would like this;
  • ensure you receive an apology, where this is appropriate;
  • identify what we can do to make sure the problem does not happen again.
Complaining on Behalf of Someone Else
Please note that we strictly respect a patient’s right to confidentiality. If you are complaining on behalf of someone else, we have to know that you have the permission to do so. A note signed by the person concerned will be needed, unless that are incapable of providing this because of physical or mental illness or are a child under 16 years.
We hope that, if you have a problem, you will make use of our practice complaints procedure. We believe this will provide the best chance of putting right whatever has gone wrong and an opportunity to improve our practice. However this does not affect your right to complain to other organisations where you feel you cannot raise your complaint with us or you are dissatisfied with the result of our investigation. If you wish further advice you could contact:
Dental Complaints Service
Stephenson House
2 cherry Orchard Road
Croyden
CR0 6BA
Tel. 08456 120540
Email: info@dentalcomplaints.org.uk
NHS patients can complain to the Parliamentary and Health Service Ombudsman. The Ombudsman carries out independent investigations into complaints about government departments, their agencies and the NHS. You can call the Ombudsman’s Complaints Helpline on 0345 015 4033 or see their website for more information
You may  contact The General Dental Council for more advice

For patients registered with this practice and Denplan you can contact Denplan by telephone for advice and they also offer an impartial complaints handling service:

Denplan
Tel. 0800 169 7220