Cookies Policy

At Anniesland Essential Dental Care our aim is to give the best possible care and treatment to our patients. All feedback, comments, concerns and complaints about our services are encouraged and welcomed from our patients and are viewed as a positive way of looking at what we do and making changes to improve our service to you.

Feedback and Complaints Officers

The practice Feedback and Complaints Officers are is Mr. H. Halavat-Kar (Practice Principal) and Mrs M. Motamed (Practice Manager), Anniesland Essential Dental Care , 972-974 Crow Road, Glasgow G13 1JN, Tel: 0141 959 4163, e-mail: This email address is being protected from spambots. You need JavaScript enabled to view it.. They are responsible for the management and handling of feedback, comments, concerns and complaints and for seeing complaints through to resolution.

Feedback, Comments and Concerns

Our patients have the right to give feedback, make comments and express concerns, which we encourage to be expressed by using one of the following methods:

• in person
• by telephone
• online
• in writing, or
• by using the practice suggestion box.

We also employ a patient survey/questionnaire to monitor our service. Our aim is to sort out any concerns patients may have on the spot, however if this is not possible, you have the opportunity to speak to an appropriate member of staff or the practice’s Feedback and Complaints Officer, especially if the views expressed should be dealt with as a complaint (see below). Feedback from patients will be documented, reviewed and discussed at practice meetings and used to improve the services we provide.

Complaints about NHS Treatment

Our patients have the right to make complaints about

• the NHS care or treatment they have had or are having at the practice
• the practice services or facilities
• a member of staff
• how services in the local area are organised if this has affected their care or treatment.

Patients cannot make a complaint:

• about anything they are taking legal action about. NB: we always offer to resolve a complaint through the complaints procedure before legal action commences.
• to request a second opinion in respect of care or treatment
• about a previously conducted complaint, or a request to have a complaint reconsidered where we have already given a final decision.

Anyone such as a parent, guardian, carer, relative, friend or MSP may raise a complaint on behalf of a patient, provided they have the patient’s permission to do so. Situations where consent or permission from the patient may not be needed could be if the complaint is on behalf of a child, or if the patient is not able to make this complaint themselves or are unable to provide consent. 

Complaints must normally be made within 6 months of the event the patient wants to complain about, or the patient finding out that he/she has reason to complain, but no longer than 12 months after the event itself.

In exceptional circumstances, we may be able to accept a complaint after the time limit. If a patient feels the time limit should not apply to their complaint they will need to tell us why. If we decide that, because of the time that has passed since the incident occurred, we cannot consider the complaint, the patient can ask the Scottish Public Services Ombudsman (SPSO) to review our decision.

Patients can complain to the practice in person, by phone, or in writing. If the patient intends to e-mail or fax their complaint, please be advised that other people may be able to see their personal information.

If you wish not to complain directly to the practice, details of the practice’s complaints procedure and the contact details of the practice’s Feedback and Complaints Officer, Greater Glasgow and Clyde Feedback and Complaints Team and the Patient Advice and Support Service (PASS) are provided on a poster in the waiting room as well as below.

Complaining on behalf of a patient

Someone can make a complaint on behalf of a patient where they:

• Have the patient’s consent to complain - we may require this in writing;
• Are a parent, guardian or main carer of a child and the child is not mature enough to understand how to complain;
• Have a welfare power of attorney or a welfare guardianship order for someone who cannot make decisions for themselves, and the order specifies that they have the power to make a complaint about healthcare;
• Are a relative of, or had a relationship with, a patient who has died and they are concerned about how their relative was treated before they died; or
• Are acting as an advocate for the patient.

Complaints Procedure

We aim to deal with all complaints promptly, courteously and efficiently and preferably on-the-spot. If complaints cannot be dealt with on-the-spot, we have a two-stage complaints handling procedure:

• Stage 1: Early Stage resolution
• Stage 2: Investigation

We will always consider if a complaint can be dealt with at Stage 1. However, if we think the complaint is too complex or serious and clearly needs to be investigated, we will go straight to Stage 2. Patients also have the right to ask for an Investigation (without going through Stage 1).

Complaints about private treatment

We follow the same complaints procedure for complaints about private treatment. However, if you require help with making a complaint, or if you are not satisfied with our response to their complaint, the Dental Complaints Service (a department of the General Dental Council) offers a complaints resolution service for private dental patients and dentists (see Contacts).

Change of mind

Patients can change their mind about making a complaint at any time. They can do this in writing or by phone.

If you are still not happy with our response to your complaint

If you are still not happy with our response, or if you are not happy with the way we are dealing with your complaint, e.g. if you think we are taking too long, you can ask the Scottish Public Services Ombudsman (SPSO) to consider your complaint further.

We hope that you will use our Practice Complaints Procedure. We believe this will provide the best chance of resolving the complaint, and an opportunity for us to improve our practice to prevent the same complaint being repeated.

If you feel that you are dissatisfied with the results of our investigation, or wish to make your complaint outside the local resolution procedures, then the complaint may be taken to:

Patient Advice and Support Service

available via Citizens Advice Scotland. http://www.patientadvicescotland.org.uk

NHS Inform

Helpline 0800 22 44 88 (textphone 18001 0800 22 44 88); www.nhsinform.co.uk; the Looking Local iPhone app; NHSScotland’s Digital TV Service (Sky and Virgin Media).

NHS Greater Glasgow and Clyde Feedback and Complaints Manager:

Complaint Officer, JB Russell House, Gartnavel Royal Hospital Campus, 1055 Great Western Road, Glasgow, G12 0XH, Tel: 0141 201 4550

Scottish Public Services Ombudsman (SPSO)

Bridgeside House, 99 McDonald Road, Edinburgh EH7 4NS
Tel.: 0800 377 7330
www.spso.org.uk
Open from 9.00am – 5.00pm (Mon, Wed, Thu, Fri), from 10.00am – 5.00pm (Tue)

General Dental Services (for complaints about private treatment)

Dental Complaints Service
Stephenson House
2 Cherry Orchard Road
Croydon
CRO 6BA
Tel.: 08456 120 540 at local rate (Mon-Fri, 9.00am – 5.00pm)
This email address is being protected from spambots. You need JavaScript enabled to view it.
www.dentalcomplaints.org.uk

Guide to Information available through the Model Publication Scheme 2014.

The Freedom of Information (Scotland) Act 2002 requires Scottish public authorities to produce and maintain a publication scheme. Authorities are under a legal obligation to:

• publish the classes of information that they make routinely available
• tell the public how to access the information and what it might cost

Anniesland Essential Dental Care has adopted the Model Publication Scheme 2014 produced by the Scottish Information Commissioner. The scheme has the Commissioner’s approval until 31 May 2018.

The purpose of this Guide to Information is to:

• allow you to see what information is available (and what is not available) in relation to each class of information
• state what charges may be applied for supplying information
• explain how you can find the information easily
• provide contact details for enquiries and to get help with accessing the information
• explain how to request information we hold that has not been published

Accessing information under this scheme

The information we publish through the model scheme is, wherever possible, available on our website www.AnnieslandDentist.co.uk, by email and at the practice. We offer alternative arrangements for people who do not want to, or cannot, access the information online or by inspection at the practice. For example, we can usually arrange to send information to you in paper copy, although there may be a charge for this (see Charges section below). Information can be requested from us by telephone or in writing using the contact details provided (see Contact Us section below).

When writing to us to request information, please include your name and address and full details of the information or documents you would like to receive. Please also include a telephone number so we can call you to clarify any details, if necessary.

Advice on requesting information not detailed in this Guide to Information can be found in Appendix I ‘How to access information which is not available under this publication scheme’.

Exempt information

We will publish the information we hold that falls within the classes of information below. If a document contains information that is exempt under The Freedom of Information (Scotland) Act 2002 (FOISA), we may remove or redact the information before publication but we will explain why. Examples of exempt information include requests for information that is contained in patient dental records (although you do have the right to request your own dental records under the Data Protection Act 1998), requests for information relating to private income of practice partners or practice staff and requests for financial information that would likely prejudice substantially the commercial interests of any person.

Copyright

Where Anniesland Essential Dental Care holds the copyright in its published information, the information may be copied or reproduced without formal permission, provided it is copied or reproduced accurately, is not used in a misleading context and provided that the source of the material is identified.

The copyright for some of the information referred to in this guide is not held by Anniesland Essential Dental Care. This should be apparent from the documents. It is the responsibility of the person accessing the information to locate and seek the permission of the copyright holder before reproducing the material or in any other way breaching the rights of the copyright holder.

Charges

Unless otherwise stated in the Classes of Information section below, all information contained within our Guide to Information is available from us free of charge, where it can be downloaded from our website, sent to you electronically by email, or accessed at the practice premises.

We reserve the right to impose charges for providing information in paper copy or on computer disc. Charges will reflect the actual costs of reproduction and postage to the practice, as set out below. In the event that a charge is to be levied, you will be advised of the charge and how it has been calculated. Information will not be provided to you until payment has been received.

Reproduction costs:

Where charges are applied, photocopied information will be charged at a standard rate of 10p per A4 paper (black and white copy) and 30p per A4 paper (colour copy). Computer discs will be charged at the rate of £1 per CD-Rom.

Postage costs:

We will pass on postage charges to the requester at the cost to the practice of sending the information by first class post.

Contact Us

You can contact us for assistance with any aspect of this publication scheme:

Anniesland Essential Dental Care
972-974 Crow Road
Glasgow G13 1JN
e-mail: This email address is being protected from spambots. You need JavaScript enabled to view it.
Tel: 0141 959 4163

We will also be pleased to advise you how to ask for information that we do not publish (also see Appendix I), or how to complain if you are dissatisfied with any aspect of this publication scheme.

About Anniesland Essential Dental Care

Anniesland Essential Dental Care is owned and operated by Mr. H. Halavar-Kar and the premises are owned by Mrs. Ann Cullis The dentists working at the premises are Mr. H. Halavat-Kar and Mr. F.H. Zubair The practice is also staffed by two qualified dental nurses and a practice manager.

We operate as a general dental practice providing dental treatment as independent contractors under NHS terms of service and private treatment, for adults and children. We offer the following services: general dental services We also provide a referral service for other treatments if required.

We claim fees for NHS patients according to the current system (Statement of Dental Remuneration, SDR) set by the government, depending on patient class and exemptions. We are paid monthly fees for the number of patients we have registered and claim fees for individual items of treatment. There are also some allowances available for such things as continuing professional development, audit, rent, rates and practice improvements based on the percentage of NHS care we provide. Out of this income, and income from private treatments, the practice pays the full cost of providing care, including the provision of the building, equipment, materials and staff.

Our standards are assured by NHS regulations relating to our participation in clinical governance, clinical audit and peer review, and by the General Dental Council (GDC) Standards for the Dental Team and requirements for continuing professional development. Our care and treatment are also inspected by the Dental Reference Service of the Scottish Dental Practice Board and our practice is inspected every three years by Greater Glasgow and Clyde Health Board.

The Classes of Information that we publish

We publish information that we hold within the classes of information listed below, in accordance with the Model Publication Scheme 2014 Once information is published under a class we will continue to make it available for the current and previous two financial years. Where information has been updated or superseded, only the current version will be available. If you would like to see previous versions, you may make a request to us for that information.