Charter of Patient Rights - Banksia House Dental Surgery

Appointments

Banksia House Dental Surgery 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 prior or
SMS reminder or
Email reminder
Postal Reminder of need to schedule recall examination appointments

The cancellation policy of Banksia House Dental Surgery requires 24 hours’ notice for cancellation of an appointment (as listed on all appointment reminder cards). Should the patient cancel without the required notice period, it is at the Senior Management’s discretion 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. If sufficient notice is given, extra opening hours may be arranged (at the operators discretion) in order to accommodate the patients scheduling needs.

Should a patient fail to attend, contact will be made by phone to reschedule. If unable to contact, a reminder card will be sent to the patients postal address.

Safety

Banksia House Dental Surgery 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 Banksia House Dental Surgery’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 Banksia House Dental Surgery 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
The problem will be noted on the relevant incident register for further evaluation

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

Banksia House Dental Surgery 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 Banksia House Dental Surgery and other patients. Abuse, whether physically, verbal or emotional of staff is not seen as acceptable. Our staff have a right to a safe workplace, where they do not feel threatened in any way.

Communication and decision making

Banksia House Dental Surgery 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 Banksia House Dental Surgery’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.

Banksia House Dental Surgery’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 (if needed) 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

Banksia House Dental Surgery 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.

Informed consent documentation

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

Record of any standardised information brochures (ADA) given to the patient at consultation will be kept in the patients chart.

For complex treatment plans, the treatment options are given in writing. The patient is given ample opportunity to ask questions prior to receiving treatment. It is noted on the treatment plan that agreeing to receive treatment after the receipt of the treatment plan, is deemed to imply consent. This is pointed out to the patient.

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 Banksia House Dental Surgery we classify negative feedback into three ways:

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
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.
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 Banksia House Dental Surgery 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 or AHPRA].
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

Banksia House Dental Surgery’s Complaint Handling Process

Banksia House Dental Surgery 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 3 days.

All complaints will be reported and reviewed by the Senior Management & Principal Dentist of the practice. Banksia House Dental Surgery 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.

Complaints Review Process

Banksia House Dental Surgery is committed to continuous improvement in safety and quality. The Senior Management 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 Principal Dentist.

All complaints will be listed on the Patient Feedback Register. This register is revised at each staff meeting. Changes to procedures may be implements in order to reduce the risk of a recurrence.

Notifying patients about their rights

Banksia House Dental Surgery 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.

Charter of patient rights distributed with new patient welcome documentation
Available on Banksia House Dental Surgery’s website
Access in the Reception Area

Banksia House Dental Surgery 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 Banksia House Dental Surgery’s ‘At Risk Patients and Escalation of Care Policy’, and to consult the dental practitioner if further guidance is needed.