Terms & Conditions

Patient Rights Policy

1. INTRODUCTION

1.1 This policy applies to the dental practice known as Vincentia Dental SmileCo.

2. PRIVACY OBLIGATIONS

2.1 The Dental Practice takes its privacy obligations very seriously and wishes to  ensure that your personal information is dealt with in accordance with all relevant privacy laws and this privacy policy.

2.2 This privacy policy describes the way that we collect, use and disclose personal information about individuals.

2.3 “Personal information” is defined as information or an opinion (including information or an opinion forming part of a database), whether true or not, and whether recorded in a material form or not, about an individual whose identity is apparent, or can reasonably be ascertained, from the information or opinion. Personal information does not include de identified data.

2.4 We are subject to:

(a) The Privacy Act 1988 (Cth) including the National Privacy Principles (NPPs);

(b) Healthcare Identifiers Act 2010 (Cth); and

(c) relevant State and Territory privacy laws.

3. COLLECTION OF PERSONAL INFORMATION

3.1 What personal information does the Dental Practice collect?

(a) Personal information the Dental Practice may collect includes, but is not limited to:

(a) your name, date of birth, sex;

(b) your address, contact details;

(c) your dental health record.

(b) Please provide to us current and accurate information so that we can provide our services to you.

4. USE AND DISCLOSURE OF PERSONAL INFORMATION

4.1 Primary purpose

We use and disclose your personal information for purposes including:

(a) providing dental services for you;

(b) other purposes which you have consented to.

4.2 Secondary Purposes

The Dental Practice may also use and disclose personal information for the following secondary purposes:

(a) responding to issues addressed by you to the Dental Practice;

(b) facilitating the conduct of business transactions and operations between the Dental Practice and you;

ADA Policy Statement 5.18 Page 13 of 15 April 12/13, 2012

(c) internal accounting and administration;

(d) regulatory reporting and compliance;

(e) where required or authorised by law, to investigate and resolve complaints concerning the provision of services by the Dental Practice or others associated with the Dental Practice;

(f) billing Medicare or your private health insurer;

(g) the Communication of personal information to service providers with which the Dental Practice has co-operative arrangements;

(h) providing a news subscription service to you;

(i) to provide you with updates and other information from time to time about the Dental Practice’s goods, services and activities. You may notify the Dental Practice at any time if you do not wish to receive this information.

4.3 Partners

We may engage third party suppliers to perform functions for us from time to time, for example information technology and telecommunications suppliers and dental prosthesis suppliers. Each of these suppliers has signed confidentiality arrangements with us. Any access to your information will occur in the performance of their contractual obligations to us and not for other usage.

4.4 Research

The Dental Practice will only collect personal information for research purposes with your consent. Dental Practice staff involved in dental research are drawn to the requirements Vincentia Dental SmileCo. 157 Elizabeth Drive, Vincentia, NSW 2540. 0244415706 of Sections 95 (March 2000) and Section 95A (December 2001) of the Privacy Act 1988 (Commonwealth) and the relevant NHMRC Guidelines.

5. DATA QUALITY

The Dental Practice will take reasonable steps to ensure that the personal information it collects, uses or discloses is accurate, complete and up-to-date.

6. DATA SECURITY

6.1 The Dental Practice takes all reasonable steps to protect all information held by the Dental Practice (including your personal information) from misuse and loss and from unauthorised access, modification or disclosure.

6.2 We use technologies and process such as [access control procedures, network firewalls, encryption and physical security] to protect your privacy.

6.3 The Dental Practice will retain your dental records and destroy or permanently de-identify as required by law.

7. OPENNESS

7.1 This privacy policy sets out how we collect, use and disclose personal information.

7.2 This Privacy Policy is provided to patients of the Dental Practice and will be made available on request to the general public.

8. ACCESS AND CORRECTION

8.1 You may request access to the information held about you by the Dental Practice at any time.

8.2 The Dental Practice may deny access to information in certain circumstances as permitted by law.

8.3 Personal information provided by you can be updated by you if the information provided is incorrect or out of date.

ADA Policy Statement 5.18 Page 14 of 15 April 12/13, 2012

8.4 If you want to gain access to or correct any of the personal information held by the Dental Practice about you, or if further information on how the Dental Practice handles personal information is required, please contact the privacy officer below.

9. IDENTIFIERS

The Dental Practice will not adopt, use or disclose an identifier that has been assigned by any government “agency”, except health care identifiers for purposes permitted under the Healthcare Identifiers Act 2010 (Commonwealth).

10. ANONYMITY

The Dental Practice will give you the option to interact anonymously with the Dental Practice or under a pseudonym whenever it is lawful and practical to do so. However, if you choose to be so treated we may be unable to follow up treatment for you and you bear the risks to your health associated with this.

11. TRANS-BORDER DATA FLOWS

The Dental Practice will not transfer personal information to a recipient in a foreign country without your prior written consent or unless this information will have appropriate protection as required by the relevant privacy laws.

12. SENSITIVE INFORMATION

Your sensitive information, such as your health information, will be dealt with pursuant to this privacy policy and protected under privacy laws.

13. POLICY

13.1 All employees and contractors to the Dental Practice, in the course of their employment or contract with Dental Practice must comply with this privacy policy.

14. CONTACT US

If you wish to access or correct your personal information or make a complaint in relation to your privacy, please contact the Dental Practice at:

Vincentia Dental SmileCo

Tel: 02 44415706

Email: admin@vincentiadentalsmileco.com.au

Vincentia Dental. 157 Elizabeth Drive, Vincentia, NSW 2540. 0244415706

Patient Rights Policy

Introduction

Within Australia, the Australian Charter of Healthcare Rights (ACHR) applies to the entire healthcare system, and it allows patients, consumers, families, carers and healthcare providers to have a common understanding of the rights of people receiving healthcare. The rights included in the ACHR relate to access, safety, respect, communication, participation, privacy and comment.

Vincentia Dental SmileCo’s Patient Rights Policy

Vincentia Dental SmileCo has developed the following charter of patient rights consistent with the Australian Charter of Healthcare Rights.

Vincentia Dental SmileCo’s Charter of Patient Rights Appointments

Vincentia Dental SmileCo aims to provide patients with appointments to meet their treatment needs. It is requested patients make an agreed appointment time/date to assist the scheduling process, notifying the practice where this appointment cannot be met. To assist you in providing us with this information we contact patients

• Telephone call reminder the day before appointment.

• SMS reminder the day before appointment.

• Telephone or SMS on the morning of the appointment on Mondays.

The cancellation policy of Vincentia Dental SmileCo requires 24 hours’ notice for cancellation of an appointment. Should the patient cancel without the required notice period, it is at the discretion of Management as to whether a cancellation fee is to be charged, and if so, what this amount may be.

In the event we are unable to accommodate a patient’s request for an appointment at a specific time/date, consultation with the treating dental practitioner will be sought.

Patients may contact the practice via telephone or our website facility to specify preferred date, time, dentist and reason for appointment.

Patients must be offered an appointment on the same day the patient contacts the surgery in the following circumstances:

• Severe or disabling pain

• Swelling

• Facial Trauma

• Post treatment pain

• Young children in distress, requiring analgesics or unable to sleep due to pain.

Patients who fail to attend for an appointment are contacted by phone to arrange a new appointment. If the patient cannot be contacted then attempts will be made to ensure the well-being of the patient. This may involve contacting next of kin, carers, emergency services.

Safety

Vincentia Dental SmileCo aims to provide appropriate dental services in a safe, secure and supportive environment. We encourage patients and/or staff to raise any concerns they may have. If a concern is raised, all staff and management are required to address the concern as soon as possible. For further information about our commitment to safety refer to Vincentia Dental SmileCo’s Work, Health & Safety manual.

All patients are required to complete a full medical history as accurately and completely as possible, to allow staff to identify any circumstances that may increase the risks associated with dental care.

In the unlikely occurrence of an adverse event, dental practitioners at Vincentia Dental SmileCo have a responsibility to be open and honest in communications with the patient involved, and families or carers if applicable.

It is the responsibility of the registered dental practitioner, in accordance with the Dental Board of Australia’s Code of Conduct for Registered Health Practitioners, to explain to the patient what happened and why, as well as offering support and advice with regard to how the situation can best be resolved or managed.

Upon recognising the occurrence of an adverse event, the dental practitioner will follow our Open Disclosure Process, which aligns with the Australian Commission on Safety and Quality in Healthcare’s Open Disclosure Standard, as outlined below:

• Act immediately to rectify the problem, if possible, including seeking any necessary help and advice

• Explain to the patient, in sufficient detail, so the patient understands what has occurred, including the anticipated short-term and long-term consequences.

• Acknowledge any patient distress and provide appropriate support

• Develop a future management plan for the patient if required

• Ensure that the patient has access to information about the process for making a complaint

Sufficient detail is to be recorded in patient records to reflect the information provided to the patient about the incident, associated risks and likely consequences. The dental practitioner will notify the occurrence of the adverse event to their professional indemnity insurer, consistent with the clauses of their policy.

Respect. Vincentia Dental SmileCo values all patients as a unique person and hope that at all times we can provide dental treatment in a manner that is respectful of their culture, beliefs, values and personal characteristics. Patients are asked to reciprocate this respect by being mindful of all staff at Vincentia Dental SmileCo and other patients.

Communication and decision making

Vincentia Dental SmileCo respects the patient’s right to receive adequate information to make informed decisions regarding their health and healthcare. Consequently, all staff should continually demonstrate a commitment to providing patients with accessible and understandable information about their treatment and treatment options, including costs, proposed medications and risks involved. This should also include maintaining suitable evidence that patients are fully informed about their proposed treatment and have been a partner in the development of their treatment plan. Such evidence will be monitored through Vincentia Dental SmileCo’s review processes.

We do expect patients to actively participate in decision and choices about their treatment and dental needs. For extensive treatment plans we also encourage a patient to involve their family or carer in the decision making process.

Vincentia Dental SmileCo’s Informed Consent Process

The initial examination of a patient shall be considered ‘implied consent’ to that procedure based on the booking of an appointment, attendance, and the patient allowing the physical examination to occur. Any subsequent treatment shall require the patient to make an informed decision and consent to the treatment either verbally or in writing depending on the procedure and associated risks.

The dental practitioner who is to perform the treatment is responsible for the following informed consent process in line with the Dental Board of Australia’s Code of Conduct for Registered Health Practitioners.

A patient will be:

• Told (or receive information in some other way) what procedure is being proposed

• Told (or receive information in some other way) about the possible risks and benefits of the treatment in a form or manner they can understand

• Informed of the risks and benefits of all options

• Afforded the opportunity to ask questions and receive answers that meet with their satisfaction

• Afforded sufficient time to discuss the plan with their family, carer or advisor, especially for complex treatment plans

• Fully informed of and comprehending the cost of treatment

• Able to use the information provided to them to help them make a decision they believe is in their best interest, in the absence of any coercion from the dental practitioner

• Afforded the opportunity to communicate their decision to the dental practitioner either verbally or in writing

Vincentia Dental SmileCo requires all dental practitioners provide relevant documentation to the patient about the proposed treatment. The practice also requires dental practitioners to use their clinical judgement to determine where written consent is required from the patient and/or carer.

Dental practitioners shall take into account additional considerations regarding guardianship arrangements for consent matters when dealing with vulnerable patients.

Sufficient detail is to be recorded in patient records to reflect the information provided to the patient is associated with their treatment options and the treatment plan, which is ultimately agreed upon.

Consent document templates are available within OASIS practice management software.

Treatment plans are easily prepared using OASIS software.

Presentation manager provides simple facilities to link personalized treatment plans, photos, consent forms.

When a treatment plan is provided our patients are routinely provided with a folio containing prepared information brochures.

Informed consent documentation

All informed consent documentation used by the practitioners at Vincentia Dental SmileCo is reviewed at regular intervals and any updates to these documents are designed to improve patient understanding and the quality of care provided.

Privacy

In accordance with the Commonwealth Privacy Act 1988, the Dental Board of Australia’s Code of Conduct for Registered Health Practitioners, the Office of the Privacy Commissioner National Privacy Principles September 2001 , a patient can expect that their personal health and other information will be collected, used, disclosed and stored in accordance with relevant laws about privacy, and that this information will remain confidential unless the law allows disclosure or the patient directs us to release the information.

The Privacy Policy of Vincentia Dental SmileCo consists of the following:

• 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 health care professionals, or require it from them if, in our judgement, it is necessary in the context of the patient’s treatment. In this event, disclosure of personal details will be minimised 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:

o 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 a Request for Release of Dental Records Form.
o Requests for access will be acknowledged within 14 days of the receipt of the request.
o 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.
o 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.
o 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.
o When a request for copies of dental records is received, no fee will be required to be paid by the patient.
o Generally, patients will be required to collect their records in person. However, in some limited circumstances patients may request in writing that records are provided to another person.
o 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 to identify, report and appropriately respond to complaints and other negative feedback. At Vincentia Dental SmileCo we classify negative feedback into three ways:

1. 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

2. 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 incident will be compatible with the practice’s open disclosure process.

3. Complaint or Claim: matters in which a patient, or 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 Vincentia Dental SmileCo 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.

• 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.

Vincentia Dental SmileCo’s Complaint Handling Process

Vincentia Dental SmileCo will acknowledge and respond 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 7 days.

All complaints will be reported and reviewed by the management of Vincentia Dental SmileCo. Vincentia Dental SmileCo expects 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.

The patient will be kept informed of action taken in response to their complaint

Complaints Review Process

Vincentia Dental SmileCo is committed to continuous improvement in safety and quality. Vincentia Dental SmileCo will analyse data/ feedback and take action where required. Any review actions/outcomes will be communicated to staff. In addition, incidents and analysis of incidents are reviewed by the management of Vincentia Dental SmileCo.

Notifying patients about their rights

Vincentia Dental SmileCo will always endeavour 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 Charter of Patient Rights.

● Signage within the practice

● Charter of patient rights distributed with new patient welcome documentation

● Available on Vincentia Dental SmileCo’s website

Vincentia Dental SmileCo expects all staff will assist patients to understand 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 in accordance with Vincentia Dental SmileCo’s ‘At Risk Patients and Escalation of Care Policy’, and to consult the dental practitioner if further guidance is needed.

Document details

The NSQHS measures covered in this policy: 1.15.1, 1.15.2, 1.15.3, 1.15.4, 1.16.1, 1.16.2, 1.17.1, 1.17.2, 1.17.3, 1.18.1, 1.18.2, 1.18.3

Responsible person: the management of Vincentia Dental SmileCo Review cycle: Annually

Date of last review: 24/05/2023