Appointments and Access to Care:
– We endeavour to offer patients an appointment at a mutually convenient date and time for both the Practice and the patient, if the Practice is unable to accommodate a requested appointment date and time then a waiting list is created, and an alternate appointment is offered
– In the event of an emergency, the Practice will endeavour to see patients on the same day without undue harm to existing booked patients. We do our best to see patients in a timely manner but there may be a waiting time period
– Appointments will be confirmed during the normal business day hours on the day prior to the patients schedule time via phone call and/or text message.
– The Practice requires 48 hours’ prior notice for cancellation of a booked appointment. Late notice cancellation fees and failure to attend fees apply.
Safety:
– In order to provide you with the best of care, we will request patients or their guardians/carers to complete a full medical and medication history as accurately and completely as possible, this allows clinicians and staff to identify any circumstances that may increase the risk associated with dental care.
– Marsfield Dental Care has an open disclosure policy, in the unlikely occurrence of an adverse event the Practice will be proactive in ensuring that it is addressed with open communication, support and advice to resolve and manage accordingly.
Respect:
– Marsfield Dental Care 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 and other patients.
Communication:
– Marsfield Dental Care respects the patient’s right to receive adequate and accessible information to make informed decisions regarding their health and healthcare. (See Participation)
– It is Practice policy that all practitioners and staff are trained to convey information regarding treatment plans, procedures and medications required, alternative treatment options exploring the risks and benefits involved, and the cost and time involved in completion of the treatment
– Prior to the commencement of any discussed treatment plan – informed treatment and financial consent will be obtained from the patient or guardian and carer where applicable.
Participation:
– We do expect patients to actively participate in decisions and choices about their treatment and dental needs, involving family or carers where required.
– Marsfield Dental Care will endeavour to communicate through verbal and written means, provide written estimations and generate quotations through practice software and HICAPs machine (where able), use visual aids such as intra-oral cameras, digital photography and x-ray radiographs as well as provide patient information pamphlets on procedures offered available in various languages.
Privacy:
– 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. 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.
▪ All requests for access should be made in writing using a Request for Release of Dental Records Form which can be emailed to the patient
▪ Requests for access will be acknowledged by the practice within two days of the receipt of the request.
▪ 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, a reasonable fee may be required to be paid by the patient.
Complaints/Compliments/Comments:
– 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.
– 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 14 fourteen days. All complaints will be recorded.
– Marsfield Dental Care is committed to continuous improvement in safety and quality.
– For formal complaints, please contact the NSW Healthcare Complaints Commission.
– Comments, complaints, compliments can also be made by completing a physical feedback form which can be left in the Feedback Box located in our Reception area or by contacting us via email (info@marsfielddentalcare.com.au)