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1 Welcome all about you patient care team welcome directory

2 It s all about you We understand that your choice of dental care is important to you, so may we take this opportunity to say Thank You for choosing JM Dentalcare as your dental practice. To enhance your patient journey we offer the following: Within this booklet you will find a comprehensive guide to your patient journey with us. We hope that you find all the answers you may require in here, however, please be assured that the JM Dentalcare Patient Care Team is available to answer any queries that you may have throughout your patient journey with us. Being a member Kind regards, The JM Dentalcare Patient Care Team Delivering unique patient care We have five primary goals in delivering private dentistry to you, these are: Tooth decay to treat active decay early so that clinical intervention is as minimal as possible Gum health to educate you about your gum health and treat any active gum disease in order to create a stable and plaque free mouth Function to ensure your mouth is comfortable and in natural occlusion when biting together, enabling you to enjoy eating and drinking Tooth sensitivity to educate you on how daily sensitivity problems can be managed. Our opening hours We aim to have convenient opening hours for you to make sure that visiting us is as easy as possible. Our opening hours are as follows: Monday 7.00 pm Tuesday Wednesday 6.00 am am 8.00 pm Thursday Friday We also offer emergency appointments. Please find further information under It s all about you. Patient recommendation We really love existing patients to recommend family and friends to become members. We are always looking for new patients and it really shows us that you enjoy the dentistry and patient care we have to offer. We offer a complimentary consultation with a Patient Care Coordinator to any family or friend that would like to meet us. We have a complimentary refreshment bar for all of our patients. Beverages range from cappuccinos, a selection of teas and water (fizzy or still). We have a wide variety of magazines and newspapers available to help you relax before our team see you for your appointments. Testimonials We have developed a special system where we can put you in touch with other patients that have undertaken and completed a similar clinical journey. Our Patient Care Coordinators can put this testimonial call into your treatment plan where appropriate, which will enable you to talk through their experience of treatments with you. A good example of how this works is those that embark on implant programmes. Comments, suggestions and patient satisfaction We value your comments and suggestions, we have forms that you can request from the Patient Care Team that can be placed in the box provided. Every year we carry out our patient satisfaction survey, if you specifically wish to be involved in this then please let the Patient Care Team know. If you need us urgently The practice offers a daily emergency facility Monday to Friday. This operates by you calling for an appointment at on We are unable to prebook emergency appointments for the following day as the allocations are made each morning according to diary availability. Where appropriate additional time is created if the demand for emergency appointments is above the standard level. The practice has linked up with the Scott Arms Dental Practice to provide emergency appointments when we are closed. This service also covers Saturday and Sunday emergencies. You can contact the Scott Arms practice on You will be required to pay for all treatment you receive at this practice. If you are a membership patient, there is a claims form available that can be filled out for you to receive a refund for the money you have paid minus any excess applied. If you are in another part of the UK or abroad and you are a membership patient, then you are able to attend any dental practice worldwide for an emergency appointment. You will be required to pay for all treatment you receive at this practice. There is a claims form available that can be filled out for you to receive a refund for the money you have paid minus any excess applied. This needs to be done within 60 days of your emergency, so if your stay abroad is longer than 60 days, please contact the Patient Care Team for advice. Cosmetic to create a beautiful smile using all the latest cosmetic techniques, materials and dental technicians approved by us Refreshments and reading materials JM Dentalcare was established in March 1999 by James and Martine Graham and Joe Henderson, who have created a private practice for adults and children which educates, communicates and inspires to give unique patient care. The most important part in your own dental journey is communication and we aim to deliver confident and clear advice, so that you are empowered to make the right choices for your dental health and cosmetic look for your smile. We have created a package for all our patients to become JM Dentalcare members. The benefits of being a member of the practice are detailed in the membership brochure. The Patient Care Team are available and will be delighted to discuss membership with you. all about you patient care team Welcome to JM Dentalcare

3 We are here for you Our treatment programme We have developed a Patient Care Team to manage and deliver your unique dental experience in our practice. Our Patient Care Team is set up as follows and each individual has an important role to play: We have an extensive range of dental and facial aesthetic treatments on offer at the practice. Here is a full list of all the treatments we are able to clinically deliver. Comprehensive explanations of these are available on our website. Practice Manager Examination programmes Responsible for creating and maintaining a personalised dental journey, which covers all aspects of the practice enabling the Patient Care Team to fulfil all your personal dental requirements at all times. New patient examination Sixmonthly dental health examinations Sixmonthly gum health assessments Dentists Primary carers of your overall dental health, who will fulfil all your personal dental requirements throughout your patient journey at JM Dentalcare. Gum health programmes Oral health education and demonstration of home care techniques Scaling basic plaque removal Gum health treatment and longterm treatment planning Primary carers of your gum health throughout your patient journey here at JM Dentalcare. Our hygienists are able to advise and carry out treatment as prescribed by our dentists to optimise your overall gum health. Restoring and maintaining teeth programmes White or amalgam fillings Patient Care Manager Crowns Inlays Patient Care Advisors Missing teeth programmes Responsible for delivering an effective front of house service to you and being able to offer advice as and when required throughout your patient journey. Dental implants Extractions Bridges Dentures Patient Care Coordinators Patient Care Coordinators are a vital part of your patient journey. They have been trained to deliver the following: Cosmetic and smile makeover programmes New patient appointments Clinical photography Straightening teeth with Invisalign clear invisible brace treatment Medical history discussion Impression taking Teeth whitening (home and insurgery treatments available) Gum health advice Taking xrays Stain removal Explanation of all dental procedures carried out at the practice Discussion of membership benefits and applications Veneers Discussing cosmetic treatment and smile enhancements Budgeting for your dentistry. Crowns White fillings Patient Care Nurses Inlays Vital assistants to our dentists and hygienists at JM Dentalcare, enabling them to function smoothly and professionally during your personalised dental care. Facial aesthetics programmes Wrinklefree injections Patient Care Oral Health Educators Fillers This is an important role to educate you on management of your gum health, to work with you in reducing gum disease and decay by putting together the right regime for your oral health, in line with dentist and hygienist recommendations. The programmes offered are: Electric and manual tooth brushing demonstration Denture cleaning Interdental cleaning Invisalign cleaning Disclosing plaque retention areas Sensitivity management Maintaining implants Diet advice to prevent decay Maintaining bridges Product advice. Patient Care Finance Manager Responsible for the daytoday financial aspects of the JM Dentalcare. Treatment programme plans You will receive a treatment plan for any clinical treatment you are prescribed, with either the dentist or the hygienist, which will detail the exact costing. This information is for you to keep for your own records and can be discussed at any time with any of the Patient Care Team. Treatment programmes covered by our JM Dentalcare membership, i.e. examinations, will not generate a treatment plan but are part of the terms and conditions of your membership. Responsible for the smooth managing of our Patient Care Advisors, Patient Care Coordinators and Patient Care Oral Health Educators. The Patient Care Manager is available to you as your first point of contact for any customer complaints. Hygienists

4 Pricing structures and finance options JM Dentalcare policies We have a clear pricing structure, which is available to you from the patient care desk. The pricing structure for JM Dentalcare is reviewed yearly and new prices always commence from January 1st. Cancellation policy Payment of treatment Our standard policy is to pay for the full amount of each treatment appointment you attend. If you have a staged treatment plan then set costs will be outlined for each visit. We try to make payment as straightforward as possible. Our standard policy is that patients are asked to make payment directly after the appointment they have received. Payment for treatment received can be made by the following methods: Card payment all debit/credit cards except American Express Cash Cheque this will be phased out alongside bank regulations Membership where membership covers clinical appointments You may cancel any appointment you have with us at no charge if you give more than 24 hours notice. If you wish to cancel an appointment within 24 hours of your appointment time, then you are still able to do this but a charge of half of the treatment cost will be applied to your dental account. Special circumstances will be taken into consideration where appropriate to do so by the Patient Care Advisors. Missed appointment policy If you have an appointment booked and you do not attend, then we will automatically place a charge on your account, this is half of the treatment cost. This charge will need to be cleared before rescheduling of an appointment can be carried out. In the case of a patient having an outstanding balance on their account In the unlikely event of an outstanding patient balance, as a team, we are committed to the following procedure: The Patient Care Team go through the debt report weekly and highlight any patient who has completed treatment but has not settled their account. The Patient Care Team then phone these patients to confirm the outstanding amount and to clarify that it is not an administration error. If in the event of us contacting the patient on three separate occasions, with no agreed payment received, then there will be a stop placed on their record which prevents the patient booking another appointment before clearing the debt. Finance options Complaints procedure policy We offer a variety of loan options including interestfree finance between six to twelve months dependent on treatment value. The setup procedure for this is an online application form that is processed and agreed by a company called Dental Finance. We are able to offer this service through our consumer credit licence (subject to credit agreement). At JM Dentalcare we take complaints very seriously and try to ensure that all patients are pleased with their experience of our service. If a patient wishes to complain then we will deal with the matter promptly so as to resolve the issue as quickly as possible for the patient. It is a matter of course, that as a team, we will act with courtesy at all times. Interestfree finance loans Our complaints policy is based on the objectives below: Our aim is to react to complaints efficiently and effectively to the satisfaction of the patient We learn from every mistake that we make and we respond to patients concerns in a caring and sensitive way. The people responsible for dealing with any complaint about the service we provide is our Patient Care Manager or Practice Manager. Booking appointments There are three options available in order to book appointments at the practice, these are: By booking with the Patient Care Team at the practice By telephoning us on By ing us on Sixmonthly dental or gum health examination bookings We have the facility to be able to book your sixmonthly appointments in advance with the patient care team. If you do not book in advance for your examination then we remind you via text message or postcard that you are due. Please note that examination appointments are not prebooked automatically for you by the Patient Care Team. Confirming appointments We offer a complimentary text and call reminder service. We ask you to update us at every appointment with your correct contact details, so that we can accurately confirm appointments that you have booked with us. 1. If a patient complains on the telephone or at the patient care desk, then the Patient Care Advisors will listen to his or her complaint and if possible, resolve any issue immediately. If this isn t possible then the matter will be referred to our Patient Care Manager or Practice Manager. 2. In the event that our Patient Care Manager or Practice Manager are unavailable, then the member of staff will take brief details of the complaint and pass them on. 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 a patient complains in writing, the letter will be passed on immediately to our Practice Manager. We will acknowledge the patient s complaint in writing and enclose a copy of this code of practice as soon as possible, normally within two working days. We will seek to investigate the complaint within ten working days of the complaint being received and aim to give an explanation of the circumstances that led to the complaint. If the patient does not wish to meet us, then we will attempt to talk to him or her on the telephone. If we are unable to investigate the complaint within ten working days we will notify the patient, giving reasons for the delay and a likely period within which the investigation will be completed. 4. We will confirm the explanation regarding the complaint in writing to the patient immediately after completing our investigation. 5. At the beginning of a complaint our Patient Care Manager or Practice Manager will categorise each complaint as being either minor, i.e. appointment time error; or medium, i.e. patient wasn t informed clearly of charges and disputes a charge; or major, i.e. complaint about a clinical procedure. Comprehensive reports will be kept of any medium and major complaints received. 6. If patients are not satisfied with the result of our procedure then a complaint may be made to: The General Dental Council, 37 Wimpole Street, London W1M 8DQ The Care Quality Commission, Finsbury Tower, Bunhill Row, London EC1Y 8TG Interest bearing finance loans. A letter will then be sent to the patient outlining the outstanding balance and that the stop is in place. There will be a date outlined in the letter for a deadline of settling their account. If the patient does not reply and settle the stop account then the debt will be referred to our debt collecting agency. The debt collecting agency we use is P and J Debt Collection Agency, Unit 1, Sovereign Park, Cleveland Way, Hemel Hempstead HP2 7DA.

5 Registration and compliance JM Dentalcare are compliant with all necessary regulatory bodies. These include the following: All staff registration with the General Dental Council (GDC) Indemnity insurance HTM 0105 guidelines for decontamination (cross infection control) Care Quality Commission CRB checked as per Care Quality Commission (CQC) guidelines. Quality policy Our quality policy is to have a successful practice by providing a standard of service that consistently satisfies the needs and expectations of our patients. This level of quality is achieved through careful management in a safe and continually improving environment. Our standards and procedures meet Essential Standards for Quality and Safety from the CQC. Our quality management system is based on Clinical Governance Made Simple from CODE. James Graham, Martine Graham and Joe Henderson, The Providers, have ultimate responsibility. Michael Bentley [The Registered Manager] is the clinical governance leader, and has daytoday responsibility. Our quality management system is implemented through training and is improved by regular review, it ensures that: All our dental care is of a consistent quality Effective measures of infection control are used All legal requirements relating to health and safety in the workplace are satisfied All legal requirements relating to the safe use of xray equipment are satisfied Any requirements of the GDC in respect of the continuing professional development of dentists and the dental team are satisfied. Our quality objectives are: To maintain and improve the level of quality in all aspects of the patient s journey from the initial contact with the practice to the completion of patient care. It is our aim that patients enjoy an excellent experience as a result of the care they receive with us. To offer all of our patients treatments to the highest standard including specialist treatment where required. To offer a referral system when clinically necessary or by patient request. To provide the most effective treatments to our patients using all the latest clinical advancements to do this through clinical peer review and training courses. To earn a reputation for providing complete patient satisfaction at all times to retain our existing patients and have new patients recommended to us. To improve our internal systems of communication and administration so as to improve our service and increase our efficiency. To offer membership facilities and various payment options. To keep the environment of the practice fresh and renewed to increase comfort, whilst maintaining high clinical standards. Signed James Graham Martine Graham Joe Henderson Michael Bentley JM Dental Care 3 While Road Sutton Coldfi eld West Midlands B72 1ND tel:

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