Patient Experience

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.

Riviera Dental Care’s Patient Rights Policy

Riviera Dental Care has developed the following Charter of Patient Rights consistent with the Australian Charter of Healthcare Rights;

Riviera Dental Care’s Charter of Patient Rights

Appointments

Riviera Dental Care 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 by

• Telephone call reminder
• Postal Reminder

The cancellation policy of Riviera Dental Care requires a minimum of 24 hours’ notice for cancellation of an appointment. Should the patient cancel without the required notice period, it is at the owner Dr Katherine’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.

When patients fail to attend, this is recorded on their patient clinical notes and the computer appointment scheduling software. If an appointment fails we do a courtesy call, to ascertain why, and to offer another appointment if required.

If a patient is unable to see their regular practitioner on the day they would prefer, then we offer another practitioner from within the practice for that date or placement on our cancellation list.

Safety

Riviera Dental Care 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 Riviera Dental Care’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.

Communication and decision-making

Riviera Dental Care 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 Riviera Dental Care’s review processes.

We do expect patients to actively participate in decisions 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.

Riviera Dental Care’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 received 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.
• Allowed 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.
• Allowed to communicate their decision to the dental practitioner either verbally or in writing.

Riviera Dental Care requires all dental practitioners to provide relevant documentation to the patient about the proposed treatment.

The practice also requires dental practitioners to use their clinical judgment 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.

Patients are given ADA information pamphlets, and Practice created information sheets on procedures. Patients are usually given a printed treatment plan with financial costings and explanatory notes.

Informed consent documentation

All informed consent documentation used by the practitioners at Riviera Dental Care 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 and The Office of the Privacy Commissioner Information Sheet National Privacy Principles Private Sector 1A , 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 Riviera Dental Care 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 healthcare professionals, or require it from them if, in our judgment, it is necessary in the context of the patient’s treatment. In this event, disclosure of personal details will be minimised wherever possible and only done with patient consent.
• 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 access requests are dealt with as efficiently as possible:
• All access requests (other than straightforward requests for copies of test or treatment results made to your dentist during your consultation) should be made in writing using (where available) a Request for Release of Dental Records Form.
• Requests for access will be acknowledged within 24 hours of the receipt of the request.
• 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.
• 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.
• 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, as a general rule no fee is charged.
• Generally, patients will be required to collect their records in person. However, in some limited circumstances, patients may request in writing that records be provided to another person.
• 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 in identifying reports and appropriately respond to complaints and other negative feedback. At Riviera Dental Carewe 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 incidents 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 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 before responding to the matter.

Riviera Dental Care’s Complaint Handling Process

Riviera Dental Care will acknowledge and respond promptly, either verbally or in writing, with 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 Owner Dr Katherine Bailey of the practice. Riviera Dental Care expects responsibility for the management of practitioner-related complaints will lie with the dental practitioner to 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.