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This is the Privacy Notice of Cedars Dental Surgery, Llanishen. In this document, “we”, “our”, or “us” refer to Cedars Dental Surgery, Llanishen.
This is a notice to inform you of our policy about all information that we record about you through our website. It sets out the conditions under which we may process any information that we collect from you, or that you provide to us. It covers information that could identify you (“personal information”) and information that could not. In the context of the law and this notice, “process” means collect, store, transfer, use or otherwise act on information.
We take seriously the protection of your privacy and confidentiality. We understand that all visitors to our website are entitled to know that their personal data will not be used for any purpose unintended by them, and will not accidentally fall into the hands of a third party.
We undertake to preserve the confidentiality of all information you provide to us, and hope that you reciprocate.
Our policy complies with UK law accordingly implemented, including that required by the EU General Data Protection Regulation (GDPR).
The law requires us to tell you about your rights and our obligations to you with regard to the processing and control of your personal data. We do this now, by requesting that you read the information provided at www.knowyourprivacyrights.org
Except as set out below, we do not share, or sell, or disclose to a third party, any information collected through our website.
The basis on which we process information about you
The law requires us to determine under which of six defined bases we process different categories of your personal information, and to notify you of the basis for each category.
If a basis on which we process your personal information is no longer relevant, then we shall immediately stop processing your data.
If the basis changes then if required by Law we shall notify you of the change and of any new basis under which we have determined that we can continue to process your information.
If you join us as a patient or otherwise agree to our terms and conditions, a contract is formed between you and us.
In order to carry out our obligations under that contract we must process the information you give us. Some of this information may be personal information.
We may use it in order to:
• verify your identity for security purposes
• sell products to you
• provide you with our services
• provide you with suggestions and advice on products, services and how to obtain the most from using our website
We process this information on the basis there is a contract between us, or that you have requested we use the information before we enter into a legal contract.
Additionally, we may aggregate this information in a general way and use it to provide class information, for example to monitor our performance with respect to a particular service we provide. If we use it for this purpose, you as an individual will not be personally identifiable.
We shall continue to process this information until the contract between us ends or is terminated by either party under the terms of the contract.
Through certain actions when otherwise there is no contractual relationship between us, such as when you browse our website or ask us to provide you more information about our Practice, you provide your consent to us to process information that may be personal information.
Wherever possible, we aim to obtain your explicit consent to process this information, for example, by asking you to agree to our use of cookies, and via the disclaimer on our contact and referral forms.
Sometimes you might give your consent implicitly, such as when you send us a message by e-mail to which you would reasonably expect us to reply.
Except where you have consented to our use of your information for a specific purpose, we do not use your information in any way that would identify you personally. We may aggregate it in a general way and use it to provide class information, for example to monitor the performance of a
particular page on our website.
If you have given us explicit permission to do so, we may from time to time pass your name and contact information to selected associates whom we consider may provide services or products you would find useful.
We continue to process your information on this basis until you withdraw your consent or it can be reasonably assumed that your consent no longer exists.
You may withdraw your consent at any time by instructing us at Gemma Hawkins dentalsurgeryllanishencf14@gmail.com.
However, if you do so, you may not be able to use our website or our services further.
We are subject to the law like everyone else. Sometimes, we must process your information in order to comply with a statutory obligation.
For example, we may be required to give information to legal authorities if they so request or if they have the proper authorisation such as a search warrant or court order.
This may include your personal information.
Personal data submitted on this website will be used for the purposes specified in this Privacy
Policy or in relevant parts of the website.
• Send you general and marketing communications
• Send you e-mail notifications
• Notify you about changes to our service
• Ensure that content from our site is presented in the most effective manner for you and for your computer
• Provide third parties with statistical information about our users – but this information will not be used to identify any individual user; and/or
• Deal with enquiries and complaints made by or about you relating to the website.
• To administer our site and for internal operations, including troubleshooting, data analysis, testing, research, statistical and review purposes
• To improve our site to ensure that content is presented in the most effective manner for you and for your computer
• As part of our efforts to keep our site safe and secure
• To measure or understand the effectiveness of advertising we serve to you and others, and to deliver relevant advertising to you; and/or
• To make suggestions and recommendations to you and other users of our site about services that may interest you or them
We may combine this information with information you give to us and information we collect about you. We may use this information and the combined information for the purposes set out above (depending on the types of information we receive).
We will not without your express consent provide your personal information to any third parties for the purpose of direct marketing.
If you complain about any of the content on our website, we shall investigate your complaint.
If we feel it is justified or if we believe the law requires us to do so, we shall remove the content while we investigate.
Free speech is a fundamental right, so we have to make a judgment as to whose right will be obstructed: yours, or that of the person who posted the content that offends you.
If we think your complaint is vexatious or without any basis, we shall not correspond with you about it.
When we receive a complaint, we record all the information you have given to us.
We use that information to resolve your complaint.
If your complaint reasonably requires us to contact some other person, we may decide to give to that other person some of the information contained in your complaint. We do this as infrequently as possible, but it is a matter for our sole discretion as to whether we do give information, and if we do, what that information is.
If you are not happy with our Privacy Policy or have any complaint then you should tell us by email. Our address is dentalsurgeryllanishencf14@gmail.com
You can find further information about our complaint handling procedure by asking the Practice Manager.
If a dispute is not settled then we hope you will agree to attempt to resolve it by engaging in good faith with us in a process of mediation or arbitration.
If you are in any way dissatisfied about how we process your personal information, you have a right to lodge a complaint with the Information Commissioner’s Office. This can be done at https://ico.org.uk/concerns/.
When you contact us, whether by telephone, through our website or by e-mail, we collect the data you have given to us securely in order to reply with the information you need.
We record your request and our reply as well as the personally identifiable information associated with your message, such as your name and email address and other contact details so as to be able to track our communications with you to provide a high quality service. This data will be held
securely online for a period of 3 months, we may also record this information within our practice management software.
Use of information we collect through automated systems when you visit our website
This website uses Google Analytics to help analyse how users use the site. The tool uses “cookies,” which are text files placed on your computer, to collect standard Internet log information and visitor behaviour information in an anonymous form. The information generated by the cookie about your use of the website (including IP address) is transmitted to Google. This information is then used to evaluate visitors’ use of the website and to compile statistical reports on website activity.
We will never (and will not allow any third party to) use the statistical analytics tool to track or to collect any Personally Identifiable Information (PII) of visitors to our site. Google will not associate your IP address with any other data held by Google. Neither we nor Google will link, or seek to link, an IP address with the identity of a computer user. We will not associate any data gathered from this site with any Personally Identifiable Information from any source, unless you explicitly submit that information via a fill-in form on our website.
Requests by your web browser to our servers for web pages and other content on our website are recorded.
We record information such as your geographical location, your Internet service provider and your IP address. We also record information about the software you are using to browse our website, such as the type of computer or device and the screen resolution. This information is
recorded by Google Analytics as well as via certain 3rd party plugins installed on our website.
We use this information in aggregate to assess the popularity of the web pages on our website and how we perform in providing content to you.
If combined with other information we know about you from previous visits, the data possibly could be used to identify you personally, even if you are not signed in to our website.
Re-marketing involves placing a cookie on your computer when you browse our website in order to be able to serve to you an advert for our products or services when you visit some other website.
We may use a third party to provide us with re-marketing services from time to time. If so, then if you have consented to our use of cookies, you may see advertisements for our products and services on other websites.
We may have call tracking installed on our website. This tracking will automatically record certain information about the visitor by using various types of technology including cookies, clear gifs or web beacons. This automatically collected information may include the phone number, IP address or other device address or ID, geographic location of the Visitor, web browser and/or device type, the web pages or sites visited just before or just after visiting the site, the pages or other content the visitor views or interacts with, and the dates and times of the visit. Calls may also be recorded.
At any time you may review or update personally identifiable information that we hold about you by contacting us.
To obtain a copy of any information that is not provided on our website you may send us a request at dentalsurgeryllanishencf14@gmail.com
After receiving the request, we will tell you when we expect to provide you with the information, and whether we require any fee for providing it to you.
If you wish us to remove personally identifiable information from our systems, you may contact us at dentalsurgeryllanishencf14@gmail.com
This may limit the service we can provide to you.
When we receive any request to access, edit or delete personally identifiable information we shall
first take reasonable steps to verify your identity before granting you access or otherwise taking
any action. This is important to safeguard your information.
We use Secure Sockets Layer (SSL) certificates to verify our identity to your browser and to encrypt any data you give us.
Whenever information is transferred between us, you can check that it is done so using SSL by looking for a closed padlock symbol or other trust marks in your browser’s URL bar or toolbar.
As mentioned in this privacy notice, we keep your personal information securely online for a period of 3 months. We will also keep the data on our practice management software for as long as required by us:
• To provide you with the services you have requested
• To comply with other Law
• To support a claim or defence in court
Our Privacy Policy has been compiled so as to comply with the law of every country or legal jurisdiction in which we aim to do business. If you think it fails to satisfy the law of your jurisdiction, we should like to hear from you.
However, ultimately it is your choice as to whether you wish to use our website.
We may update this privacy notice from time to time as necessary. The terms that apply to you are those posted here on our website on the day you use our website. We advise you to print a copy for your records.
If you have any question regarding our privacy policy, please contact us.
It is our aim at The Dental Surgery to always have satisfied patients, to meet your needs and expectations of care and service and to resolve any complaints efficiently and effectively as possible
At our practice we take complaints seriously. All complaints will be dealt with promptly and courteously to resolve the issue as quickly as possible.
Our aim is to react to complaints/concerns and learn from any issues which may arise
If there is a problem and you wish to make a complaint you can make your complaint to our complaint’s manager Mrs G Hawkins or to any member of our reception team
If we receive a complaint by telephone or in person, we will listen and try to resolve the issue, if we cannot resolve the issue at this time, we will offer to refer you to the complaint’s manager immediately. If the complaints manager is not available at the time, we will arrange a convenient time for the complaints manager to contact the individual. The member of staff will take brief details of the issue and pass it on to the complaint manager at the earliest convenience. If the complaints matter requires a more immediate response, we will arrange for a senior member of the dental team to deal with it.
If we receive a complaint in writing or via email, it will be passed immediately to our complaint’s manager.
If a complaint is about any aspect of clinical care or associated charges, it will usually be referred to the dentist concerned unless the individual does not want this to happen.
All dentists/specialists working and visiting the practice to carry out treatment are responsible for the clinical work they carry out and hold their own indemnity. If a complaint is raised against any dentist, we will as a practice acknowledge, investigate and respond to the complaint against that particular dentist.
We will acknowledge a complaint in writing and enclose a copy of our practice policy as soon as possible normally within 3 working days. We will offer to discuss the complaint with the individual, and confirm how they would like to be kept informed of the developments (via telephone, letter or email). We will inform the individual about how the complaint will be handled and the likely time the investigation will take to complete. If the individual does not wish to discuss the complaint any further, we will still inform them of the expected timescale for completing the investigation.
We will seek to investigate the complaint within 4 weeks and as far as reasonably practicable, we will keep the individual informed as to the progress of the investigation.
When we have completed the investigation, we will provide the individual with a full written report which will include an explanation of how we considered the complaint, the conclusions reached in respect of each specific part of the complaint, details of any necessary remedial action taken and whether further action will be taken
Proper and comprehensive records will be kept of any complaints received and the action we take. These records will be reviewed regularly to ensure that we take every opportunity to improve our service
If we fail to resolve the complaint against the dentist in question then ultimately the patient will have the right to take the complaint to the Dental complaint service against the dentist in question
Cardiff and vale university health board on 02920 743301 0r 02920744095
Or email concerns@wales.nhs.uk
If you are still unhappy about your NHS Complaint you can contact The Ombudsman for Wales by calling 0300 7900 203 or visit www.ombudsman-wales.org.uk You can also contact the Health Inspectorate Wales by calling 0300 0628163
For complaints about private treatment contact Dental complaints service on 08456 120 540 or visiting www.dentalcomplaints.org or call the Health Inspectorate wales on hiw@gov.wales or on 03000628163
Date: September 2020
Review date: September 2021
Reviewed by: N Williams