Statement of Purpose
Crown Cottage Dental Care,
The Square,
Bedwas,
Caerphilly,
CF83 8DY
Telephone number: 02920 888786
Email address: care@lovemysmile.co.uk
PRACTICE INTRODUCTION AND MISSION STATEMENT
Crown Cottage Dental Care provides challenging careers, which survive on teamwork. We will endeavour to deliver all the necessary training to our staff to ensure they provide our patients with the highest standard of care and dental treatments possible.
We are a service profession, and we will continue to improve the quality of the service to patients. We want to delight all our patients with our professionalism, our care, our attitude, and most of all the service we deliver.
Our aim is to provide high quality dental care in a safe and relaxed atmosphere, giving satisfaction to the patients, staff, and dentists alike.
REGISTERED MANAGER DETAILS
Name: Joanna Lewis
Address and postcode: Crown Cottage Dental Care, The Square, Bedwas, Caerphilly, CF83 8DY
Telephone number: 02920 888786
Email address: practicemanager@lovemysmile.co.uk
Fax number N/A
Relevant qualifications: NVQ L3 Oral Health Care: Dental Nursing & Independent Assessment City & Guilds 2006
Relevant experience: 20 years’ experience working within the dental profession.
I have a varied spectrum of experience, I have worked within community, private practice/NHS practice, Out of Hours clinic, inhalation sedation, implants and oral surgery. Has been working within the position of Practice Manager at Crown Cottage Dental Care since February 2024.
GDC number 146224
RESPONSIBLE INDIVIDUALS’ DETAILS
Name Andrew Martin and James Brown
Address and postcode: Crown Cottage Dental Care, The Square, Bedwas, Caerphilly, CF83 8DY
Telephone number: 02920 888786
Email address: Care@lovemysmile.co.uk
Fax number N/A
Relevant qualifications:
Andrew Martin BDS Uni Bristol 1999 PG cert (Med Ed) FHEA
James Brown BDS Wales 2003 Bsc (Hons)
Roles and responsibilities within the organisation:
Andrew James Principal Dentist
James Brown Principal Dentist
• To ensure resources are made available to the Practice Manager to ensure the effective running of the Practice.
• Monitor the Practice Manager to ensure she is undertaking the role effectively and competently.
• Oversee the budget and UDA target to ensure efficient allocation of resource is available throughout the dental contract.
• Oversee the monitoring of the Associates and Hygienist to ensure they are undertaking their role effectively and competently.
• Liaise with the Regulators and Local Health Board when necessary to ensure the effective running of the contract.
• Ensure systems and procedures are in place to maintain compliance with GDC Standards at all levels of the organisation.
STAFF DETAILS
Name, position and relevant qualifications/experience:
Dr Andrew Martin Practice Owner & Principal Dentist BDS Uni Bristol 1999 PG Cert (Med Ed) FHEA
Dr James Brown Practice Owner & Principal Dentist BDS Wales 2003 Bsc (Hons)
Dr Richard Pugh Associate Dentist BDS Wales 2003
Dr Martyn Smith Associate Dentist BDS Wales 2008
Sonia Alsop Hygienist CEB Dip Dental Hygiene 1993
Nicole Newbery Williams Hygienist CEB Dip Dental Hygiene 2000
Joanna Lewis Practice Manager NVQ L3 Oral Health Care: Dental Nursing & Independant Assessment City & Guilds 2006
Lauren Thomas Reception Manager NVQ L3 Oral Health Care: Dental Nursing & Independant Assessment City & Guilds 2008
Katie Connolly Dental Nurse NVQ L3 Oral Health Care: Dental Nursing & Independent Assessment City & Guilds 2006
Emily David Dental Nurse Cert of Higher Education in Dental Nursing 2013
Lauren Bowen Dental Nurse Diploma in Dental Nursing Level 3 QCF City & Guilds 2015
Danielle Williams Dental Nurse Diploma in Dental Nursing Level 3 QCF City & Guilds 2015
Vanessa Minty Dental Nurse NVQ L3 Dental Nursing City & Guilds 2012
Niki-Louise Benham Dental Nurse Diploma in Dental Nursing Level 3 QCF City & Guilds 2019
SERVICES / TREATMENTS / FACILITIES
The practice offers both NHS and private dental care. We deliver general dental treatment to patients of all ages. Treatments include dental examinations to ensure dental health. Tooth conservation, cleaning, and extractions. We also carry out denture and crown work with the assistance of a dental laboratory. We have the facilities to x-ray patients if that is required. The practice can also offer private orthodontics, implants, Cerec crowns / veneers and tooth whitening treatments.
Our practice has 2 ground floor treatment rooms and an adapted washroom offering access to wheelchair users. We can also provide onsite parking for our disabled patients.
PATIENTS VIEWS
Our patients are able to make comments / suggestions about the service they have received through a patient medical questionnaire that is completed every 12 months. Within this document there is a section where they are able to suggest or comment. We also have a suggestion box positioned in the entrance / exit foyer where patients can make suggestions anonymously.
ARRANGEMENTS FOR MAKING APPOINTMENTS
Ways you can make an appointment You can make an appointment in three ways. You can telephone the practices main line 02920 888786. You can e-mail the practices reception team at care@lovemysmile.co.uk or you can call in person to make an appointment.
If you need to be seen urgently during normal surgery hours, please telephone the practice for advice.
Emergency appointments and out of hours emergencies
NHS
For same day emergency appointments during the practices normal working hours appointments are issued on a sit and wait basis. For an emergency appointment to be give on the same day patients are asked to call the practice by 10.30am For out of hours emergencies the NHS dental emergency helpline is available to all patients, this can be accessed by calling 01633 744387. For weekends and bank holidays emergency treatment may also be obtained by calling the same number.
Private patients and Dpas care plan members
For patients seeking a same day emergency appointment during normal working hours you are asked to call the practice before 11.30 for an appointment to be issued. Between the hours of Friday 14.00 and Sunday 22.00 calls received after 22.00 will be attended the following day from 9.00am A private rota run by the Local Dental Service is operational and the number to call is 07623 984723 If you are not under any private scheme the charge for access including the first 15 minutes of care is £210. Time is charged at £35 per 15 minutes thereafter. Most emergency treatment should be completed within 30 minutes. If you are Dpas care plan member you will have cover under your supplementary dental insurance for a call out fee of up to: £170 between 6am and 10pm weekends and bank holidays £36 telephone consultation when no attendance follows.
Please refer to your Supplementary Dental Injury and Emergency Insurance booklet Link http://www.dpas.co.uk/uploads/UK_SI_PDFs/LevelAweb.pdf
Cancellation of appointments
We have a cancellation policy to ensure smooth booking of appointments and to enable for our time to be used efficiently. We ask that you give at least 72 hours’ notice to cancel appointments. This is to enable us to re fill the now vacant slot and offer the appointment to someone else. For appointments of 30 minutes or longer we would prefer even longer notice. We understand that occasionally illness or emergencies occur, and you may not be able to give as much notice in those instances.
Disabled and less mobile patients
The practice is accessible for wheelchair users. If you require onsite parking or assistance on arrival, please telephone the practice prior to your appointment. The treatment coordinator will plan to ensure that onsite parking is available to you. If you require assistance from the carpark into the practice this can be arranged.
Abusive, racist, or violent patients will not be seen at this practice.
We operate a ZERO tolerance policy.
ARRANGEMENTS FOR DEALING WITH COMPLAINTS
Complaints handling policy Code of practice for patient complaints
In this practice we take complaints very seriously and try to ensure that all our patients are pleased with their experience of our service. When patients complain, they are dealt with courteously and promptly so that the matter is resolved as quickly as possible. We have created this policy in alignment with the Putting Things Right document published by the Welsh Assembly Government.
Our aim is to react to complaints in the way in which we would want our complaint about a service to be handled. We learn from every mistake that we make, and we respond to patients’ concerns in a caring and sensitive way.
1. The person responsible for dealing with any complaint about the service that we provide is Joanna Lewis, the Practice Manager.
2. If a patient complains by telephone or in person, we will listen to their complaint and offer to refer him or her to the Practice Manager immediately. If the Practice Manager is not available at the time, then the patient will be told when they will be able to talk to the Practice Manager and arrangements will be made for this to happen. The member of staff will make a written record of your complaint and provide the patient with a copy as well as passing it on to the Practice Manager. If we cannot arrange this within a reasonable period or if the patient does not wish to wait to discuss the matter, arrangements will be made for someone else to deal with it.
3. If the patient complains in writing or by email it will be passed on immediately to the Practice Manager.
4. If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the dentist unless the patient does not want this to happen.
5. We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice as soon as possible, normally within 2 working days. We will offer to discuss the complaint at a time agreed with the patient, asking how the patient would like to be kept informed of developments, for example, by telephone, face to face meetings, letters, or e-mail. We will inform them of expected timescales for completing the process.
6. We will seek to investigate the complaint speedily and efficiently and we will keep the patient regularly informed, as far as is reasonably practicable, as to the process of the investigation. Investigations will normally be completed within four weeks.
7. When we have completed our investigation, we will provide the patient with a full written report. The report will include an explanation of how the complaint has been considered, the conclusions reached in respect of each specific part of the complaint, details of any necessary remedial action and whether the practice is satisfied with any action it has already taken or will be taking as a result of the complaint.
8. Proper and comprehensive records are kept of any complaint received as well as any actions taken to improve services as a consequence of a complaint.
9. If patients are not satisfied with the result of our procedure, then a complaint may be referred to:
• Chief Executive,
Aneurin Bevan Local Health Board,
St Cadoc’s Hospital,
Lodge Road,
Caerleon,
Newport
NP18 3XQ
Telephone 01495 745656
• Community Health Council
02920 235558
www.communityhealthcouncils.org.uk
• Healthcare Inspector Wales,
Welsh Government,
Rhydycar Business Park,
Merthyr Tydfil
CF48 1UZ
Telephone 0300 628163
or email hiw@gov.wales
• Public Services Ombudsman for Wales,
1 Ffordd yr Hen Gae,
Pencoed
CF35 5LJ
Telephone 0845 601 0987
or www.ombudsman-wales.org.uk for complaints about NHS treatment.
• The General Dental Council,
37 Wimpole Street,
London,
W1M 8DQ the dentists’ registration body.
PRIVACY AND DIGNITY
Patient Privacy and Dignity Policy
We take the privacy and dignity of our patients very seriously at Crown Cottage.
This policy was devised to ensure all patients receiving care within Crown Cottage Dental Care have their rights to privacy, dignity and respect acknowledged. These will be promoted at all times by all staff irrespective of role and purpose and within the resources available.
This policy should be cross referenced with other Practice Policies, notably:
• Confidentiality Policy
• Consent Policy
• Data Protection Policy
• Data Security Policy
The Practice actively promotes the right of all patients to be treated respectfully whenever they have dealings with the Practice.
This means:
• No patient will be discriminated against on the grounds of age, sex, gender, marital status, pregnancy, race, ethnicity, disability, sexual orientation, religion, or belief.
• The Practice will provide the same treatment and services (including the ability to register with the Practice) to any visitor irrespective of age, sex, marital status, pregnancy, race, ethnicity, disability, sexual orientation, religion, or belief.
• The diversity of patients will be recognised by all staff at the Practice and will be taken into consideration when planning care.
The requirement to respect patients is the responsibility of all staff, not just those in direct clinical contact with the patient. All patient information is confidential. Specifically, all information about diagnosis and care will, in the first instance, be discussed with the patient or their legal guardian as privately as possible. This information will only be shared with others following the agreement of the patient.
All patients will be afforded privacy in all circumstances where there is the potential for embarrassment or for the patient to feel ill at ease. The views of patients will always be central when planning care.
Patients will be allowed to behave independently as far as their medical condition allows.
At no time will the human rights of any patient be violated by staff at the Practice.
The Practice will not stereotype patients based on perceived characteristics.
Patients will be referred to with respect even in private discussions in the surgery.
Patients will be addressed by their preferred method, and titles (Mr, Mrs etc) will be used as a first preference by staff.
Communication with patients will be individual according to the needs of the individual patient (e.g., those with speech difficulties, hearing, or learning difficulties may need an individual approach.)
A sign will be available in reception to offer the facility of a private discussion with a receptionist if required.
Guide dogs will be permitted in all parts of the building.
A portable hearing loop will be available for patients that wear hearing aids.
Patients with difficulty in understanding may have a family member or friend available to interpret or assist.
Clinical staff will listen to the views of patients and will respect and incorporate those views when discussing options for treatment or care.
Clinical staff will be sensitive to the needs of the individual. All treatment will take place in private rooms with closed doors. There is a consultation room available if a patient wishes to discuss an issue in private. No discussion of patients will take place in public areas. Staff will not discuss appointment times or treatment information with anyone other than the patient, including over the phone. We will provide a welcoming, relaxed waiting area for our patients. We will display details of our complaints policy should any patients feel that their care has fallen below the standards that they expect. They can then raise it with us.
Behaviour towards Practice staff
The Practice assumes that patients will extend similar respect towards Practice staff and will not tolerate any form of discrimination or harassment of our staff by any visitor. Any visitor, who expresses any form of discrimination against, or harassment of, any member of our staff, will be required to leave the Practice’s premises forthwith. If the visitor is a patient, he/she may be removed from the Practice’s patient list if any such behaviour occurs on more than one occasion.
Organization Structure
Practice Owners
Dr Andrew Martin
Dr James Brown
Associates
Dr Richard Pugh
Dr Martyn Smith
Hygienists
Sonia Alsop
Nicole Newbery -Williams
Practice Manager
Joanna Lewis
Reception Manager
Lauren Thomas
Dental Nurse Umberella:
Emily David
Lauren Bowen
Danielle Williams
Vanessa Minty
Niki-Louise Benham
Katie Connolly
