020 7584 9833 reception@walpolestreetdental.co.uk
We fully comply with Care Quality Commission (CQC) regulations and have put in place numerous policies and protocols in order to ensure your safety. Audits are routinely performed looking at a number of different areas including patient satisfaction surveys and improvements are put in place where needed. This practice is registered with the Care Quality Commission (CQC) for the following regulated activities:
We may need to phone you to cancel or amend your appointment. Please ensure that we have your up-to-date mobile or other telephone number. Please tell us if you would like SMS text message reminders. Cancellations must be made with a minimum of 3 working days for regular dental appointments. 1 weeks notice is required for all surgical appointments – especially if sedation is required. A deposit of £500 will be taken for surgical appointments. We reserve the right to refuse further treatment to patients who fail to attend two consecutive appointments or any three out of five consecutive appointments.
Due to the listed building status of our practice we are limited in offering appointments to certain patients with disabilities. Please advise the practice manager if you are confined to a wheelchair – we will recommend a nearby dental surgery of similar stature that will be better able to serve your needs. Please inform our staff if you need any assistance getting into the practice – the doorway is reached via 3 steps.
It would be most helpful if those patients with guide dogs could bring a friend along to sit in the waiting room with the dog whilst our dental nurse escorts the patient into, and back from, the surgery.
Patient Confidentiality at our practice is taken very seriously and all information about our patients is treated with the strictest confidence in accordance with our practice policy. This is in compliance with the Data Protection Act, and we will not disclose patient information without written permission from the patient. At The Walpole Street Practice the need for the strict confidentiality of personal information about patients is taken very seriously. All staff must follow the General Dental Council’s guidance Standards for Dental Professionals. Information may need to be disclosed to third party if you as a patient require referral to another practitioner to ensure the provision of care, this would only be done with your consent. There are circumstances in which a dentist may decide to disclose information to a third party or may be required to disclose by law. Responsibility for disclosure rests with the patient’s dentist and under no circumstances can any other member of staff make a decision to disclose.
At The Walpole Street Practice we take complaints very seriously because we want all our patients to be satisfied with our service. If a patient makes a complaint, it is important to us that this is dealt with courteously and promptly so that the matter is resolved as quickly as possible. Our aim is to react to complaints in the way in which we would want our own complaint about a service to be handled. We learn from any mistake that we make and we respond to patients’ concerns in a caring and sensitive way. We have a practice complaints procedure in accordance with the General Dental Council and CQC and welcome any feedback. This policy sets out the procedures we will follow to ensure that we achieve these objectives. Please see our Complaints Procedure below.
Where a patient is not satisfied with the response to a complaint, they may refer the matter to:
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