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  • 1. NHS dentistry - a guide to patient information leaflets 2006 Background information for PCTs/ SHAs Under the new General Dental Services (GDS) and Personal Dental Services (PDS) regulations, dental practices and PCT managed services are required to produce patient literature to reflect their NHS contract. The regulations (see Appendix A and B) specify the mandatory information that is required in all patient information leaflets. This guidance sets out the mandatory information (clearly highlighted via comments in the right hand margin) with additional details to demonstrate how dental practices/ PCT managed services may clearly present this information to patients. It is envisaged that this template will be used in the following way: • PCTs will disseminate this template as part of contract management procedures • Practices/ PCT managed services will appropriately customise this template for presentation either as an A4 information sheet, leaflet/booklet or by updating existing literature These leaflets complement the national patient information leaflet What you need to know about changes to NHS dentistry in England which covers the new charging system, NICE recall guidelines, exemption criteria, how to find a dentist and patient rights and responsibilities. Action for PCTs PCTs are asked to: • Ensure that all practices and PCT managed services meet the regulatory requirement to update/ produce a patient information leaflet and adhere (if appropriate) to the accompanying guidance on incorporating the NHS or PCT logo • Make this template available via all NHS practices/ services to aid accurate and consistent local information about NHS dentistry • Adapt this template to include any locally-agreed policies, particularly in relation to complaints procedures, failure to attend and urgent treatment • Consider developing local design guidelines or artwork templates to improve the quality of available patient information and ensure consistent use of the NHS brand by referencing the accompanying NHS logo guidelines and contacting the NHS Identity Helpline on 0207 972 5250 if you require any further support • Consider producing additional copies of the patient information leaflet What you need to know about changes to NHS dentistry (Artwork may be downloaded from www.nhscomms.nhs.uk) • Consider arranging to provide this information in alternative formats, upon request, such as in Braille or on audio cassette. It may also be important to
  • 2. consider other hard to reach groups such as groups for whom English may be a second language.
  • 3. NHS dentistry – a guide to patient information leaflets 2006 Template for NHS dental practices and PCT managed services Regulations require all GDS and PDS practices and PCT managed services to produce an information leaflet for patients. They also set out the core information that each leaflet must contain. Practices must produce a new leaflet containing the core information. The regulations (see Appendix A and B) specify the mandatory information that is required in all patient information leaflets. This guidance sets out the mandatory information (clearly highlighted via comments in the right hand margin) with additional details to demonstrate how dental practices/ PCT managed services may clearly present this information to patients. Furthermore, dental practices and PCTs providing dental services are required to provide patients with slightly different information as follows In the case of a practice, the leaflet needs to include:* • the name of the contractor and appropriate partnership or contract details including the name of each person performing services under the contract and their professional qualifications In the case of PCT managed services, the leaflet needs to include:* • details where services are only to be provided to certain groups of patients • the fact that details of other primary dental services in the area may be obtained from the PCT *In order to maintain its accuracy, these documents should be updated every 12 months. Where local or practice/ service-specific information is required, this is marked in blue italics in the template. Explanatory notes for NHS dental practices and PCT managed services • The text can be adapted as required to reflect specific contractual arrangements, services and local procedures so long as there is no conflict with the regulations • The text can be reformatted as required and reproduced as an A4 information sheet/ booklet or used to update an existing patient information leaflet • If you would prefer to use different text, or have already updated your patient information leaflet, you are advised to contact [INSERT PCT CONTACT DETAILS] to ensure that your information meets the regulatory requirements • • Dentists can choose to incorporate the NHS logo and a specially created dentistry descriptor line onto this literature. PCTs will incorporate their PCT logotype as normal. Please see accompanying guidance on using the NHS logo.
  • 4. • If relevant, PCT to add details here of any local design guidelines covering use of PCT visual identities • Finally considerations should be given to providing the information in alternative formats (such as Braille or audiocassette) as well as reproducing the copy in a second language for hard to reach patient groups
  • 5. [NAME OF] Dental Practice/ Service Managed by the PCT A guide to our dental services for new and existing patients Welcome to [NAME OF Dental Practice/ PCT Managed Service ]. This leaflet contains information about the services we/ the PCT provide(s), how to make an appointment and who to contact for further information or assistance. You can check one of the following sections to find the information you need: • the dental team • services available • appointments • practice opening hours • urgent and out of hours care • your rights and responsibilities • useful contacts The dental team At [NAME OF Dental Practice/ PCT service] our dentists, dental nurses, dental hygienists and reception staff will always aim to provide a high standard of care and service for patients. The members of our dental team are: Mr John Smith, Dentist (BDS/LDS RCS) Ms Janet Jones, Dentist (BDS/LDS RCS) Ms Sarah Brown, Dentist (BDS/LDS RCS ) Mr Jim Gray, Dental Hygienist (Dip XXX) [If part of a dental corporation include the following here – NAME OF DENTAL PRACTICE is part of NAME OF CORPORATION, see page X/ below for further details] The following dentists at this practice also act as trainers for recently qualified dentists and dental nurses OR The following PCT services also undertake training for recently qualified dentists and dental nurses – [ADD RELEVANT NAMES HERE]. Our practice/ PCT service is fully accessible for disabled patients. Or Unfortunately we are unable to offer full access for disabled patients due to the location of our premises [possibly insert further details specifying these restrictions]. If you are disabled, please contact [insert information on alternative arrangements for providing services to disabled patients] Services available We have agreed with [NAME OF PCT] to provide NHS services for all patients. [If appropriate, a discretionary line may be added here on available private care.] Or
  • 6. We have agreed with [NAME OF PCT] to provide NHS services for certain groups of patient. [Add patient groups as per contract] [If appropriate, a discretionary line may be added here on available private care.] NHS dental treatment includes all treatment necessary to secure and maintain your oral health. We also provide a full range of private treatment options for patients who choose to have treatment that is not available under the NHS – for example large white fillings in back teeth or cosmetic treatment such as tooth whitening. The poster in our waiting room has information about the cost of NHS treatment. Your dentist will advise you of the cost of any private treatment. Specialist services We also provide the following specialist services - sedation, home visits and orthodontics. [If appropriate, a discretionary line may be added here on available private care.] [Add details of access to services provided as per contract] Or We can also refer you to another dentist if you require specialist treatment involving sedation, orthodontics or a home visit. Appointments Making an appointment If you ask us for an appointment, we will try to offer you one as soon as possible at a convenient time. You can make an appointment by phoning [add practice number or local dental helpline as appropriate]. See page X/ below for information on our opening hours. You can choose which dentist you would like to see at the practice/ PCT managed service, including your regular dentist, but please note that this will depend on the appointments available. Reminders and recalls At the end of your course of treatment, your dentist will discuss with you when you will need to see a dentist again. NHS dentists now follow guidelines issued by the National Institute for Health and Clinical Excellence (NICE). This means you will attend as often as is needed to keep your teeth and gums healthy and may no longer need a check-up every six months. [If appropriate, a discretionary line may be added here on available private care.] [Add: practice system for reminders] Cancellations If you are unable to keep your appointment please let us know as soon as possible so that we can give the appointment to someone else. Missed appointments waste NHS time. If you miss more than [ add locally agreed policy here ] appointments and give less than [add locally agreed policy here] notice, we may not be able to complete your treatment or offer you NHS care in the future.
  • 7. Opening hours The practice/ PCT managed service is open from Mon – Fri from 8am – 6pm [or amend as appropriate to reflect practice policy]. If operating from more than one location add details for each practice/ PCT managed service as appropriate e.g Our York Street practice is open from Mon – Fri from 8am – 6pm [or amend as appropriate to reflect practice policy]. If specific NHS appointment times have been agreed with the PCT include the following NHS dental treatment is available from Mon – Fri from 8am to 12pm [or amend as per locally agreed contract] Urgent treatment and out of hours care Urgent treatment means treatment that the dentist considers necessary to relieve severe pain or prevent your oral condition deteriorating before you can make a normal appointment. If you need urgent treatment outside of the opening hours you can contact [add here either details of on-call dentist/practice arrangements OR PCT contact number for OOH care] Or where the practice offers urgent treatment appointments within practice opening hours add: We also offer a small number of appointments during practice opening hours for patients who need urgent treatment, but do not have an appointment. If you think you need urgent treatment you can contact [add here either details of dentist/practice arrangements OR PCT contact number for urgent care] Your rights and responsibilities You are entitled to  a thorough examination of your mouth, teeth and gums  a full explanation of your treatment options  a written treatment plan (including costs) *  information about NHS charges displayed in the waiting room  advice on how to keep your teeth and gums healthy  information about this practice and the services available  a care and treatment summary if you decide to transfer to another dentist  make a complaint if you are not happy with your treatment and care You are responsible for  giving at least [locally-agreed policy] notice if you have to cancel or change an appointment. We will not charge you for missed appointments – but if you miss more than [locally-agreed policy] appointments we may no longer be able to offer you treatment  following your dentist’s advice to prevent tooth decay and gum disease  paying your bill promptly  bringing proof of entitlement when claiming help with the cost of NHS treatment. If no proof is shown your eligibility will be checked.  treating our staff with courtesy and respect**
  • 8. * Please note - if your treatment is a ‘Band 1’ course of treatment or you do not have to pay NHS charges, you will have to ask your dentist to provide this. ** Please note – we may refuse to treat patients who are violent, fail to pay their bills or refuse to cooperate during treatment. In this case, we will inform the patient [practice policy/process here] and [NAME OF PCT]. Your dental records Your dental records will remain confidential and secure. However from time to time we may need to release these to [NAME OF PCT] or the NHS Business Services Authority as part of our ongoing clinical review process. We will try to contact you before releasing your dental records to another organisation. About our service If you would like to comment about any aspect of our service please contact [practice contact details here]. If you are not happy with the response you receive from us you are entitled to raise this verbally or in writing with your Primary Care Trust. You can get support with making a complaint from: . NHS dental services – the complaints manager or Patient Advice and Liaison Service (PALS) at your PCT, your local Independent Complaints Advocacy Service (ICAS), Citizens Advice or visit www.dh.gov.uk. Private dental services – the Dental Complaints Service on 08456 120 540 or visit www.dentalcomplaints.org.uk. Patients found to have incorrectly claimed help with the cost of NHS dental treatment may receive a penalty charge. Useful contacts Name of practice(s)/ PCT managed service 123 Street Address and postcode Tel 0123….. Fax 0123….. www.nhsdentalpractice.co.uk [include additional practice addresses and contact details here if appropriate] [NAME OF PRACTICE] is a partnership limited under guarantee [insert name/s of partners and their status as a general or limited partner]…. [NAME OF PRACTICE] is part of [NAME OF DENTAL CORPORATION insert corporate details as noted in comments box] [NAME OF PRACTICE] have agreed with [NAME OF PCT] to provide NHS dental services. The contract for these services is held by [List name/names of contractors]. Local NHS services NHSDirect - go to NHS Direct Interactive on digital satellite TV, visit www.nhsdirect.nhs.uk or Tel 0845 4647 [NAME OF PCT] - Patient Advice and Liaison Service ABC Primary Care Trust
  • 9. 123 Any street, postcode Tel 0123……. Fax 0123…… www.abcprimarycaretrust.nhs.uk NHS Counter Fraud Service For more advice on receiving help with the cost on NHS dental treatment, go to www.cfsms.nhs.uk and click on ‘Entitled to help with NHS costs’. If you have a suspicion of fraud taking place within the NHS please contact our Fraud and Corruption Reporting Line on 0800 028 40 60 (Monday to Friday 8am-6am).
  • 10. Appendix A SCHEDULE 4 Regulation 24 and paragraph 34 of Schedule 3 PATIENT INFORMATION LEAFLET A patient leaflet shall include— 1. The name of the contractor. 2. In the case of a contract with a partnership— (a) whether or not it is a limited partnership; and (b) the names of all the partners and, in the case of a limited partnership, their status as a general or limited partner. 3. In the case of a contract with a dental corporation— (a) the names of the directors, chief executive and secretary of the corporation, in so far as those positions exist in relation to the dental corporation; and (b) the address of the corporation’s registered office. 4. The full name of each person performing services under the contract. 5. In the case of each person performing dental services under the contract, his professional qualifications. 6. Whether the contractor undertakes the teaching or training of persons who provide dental services or who intend to do so. 7. The address of each of the practice premises. 8. The contractor’s telephone and fax numbers and the address of its website (if any). 9. Whether the practice premises have suitable access for disabled patients and, if not, the alternative arrangements for providing services to such patients. 10. How to request services as a patient. 11. The rights of a patient to express a preference of practitioner in accordance with paragraph 2 of Schedule 3 and the means of expressing such a preference. 12. The services available under the contract. 13. The normal surgery days and hours of the practice. 14. The arrangements for dental services for the hours and days that fall outside normal surgery hours (whether or not provided by the contractor) and how the patient may contact such services. 15. If the services in paragraph 14 are not provided by the contractor, the fact that the Primary Care Trust referred to in paragraph 21 is responsible for commissioning the services. 16. The telephone number of NHS Direct and details of NHS Direct online. 17. How patients may make a complaint or comment on the provision of service. 18. The rights and responsibilities of the patient, including keeping appointments. 19. The action that may be taken where a patient is violent or abusive to the contractor, its staff, persons present on the practice premises or in the place where treatment is provided under the contract or other persons specified in paragraph 3 of Schedule 3. 20. Details of who has access to patient information (including information from which the identity of the individual can be ascertained) and the patient’s rights in relation to disclosure of such information.
  • 11. 21. The name, postal and website address and telephone number of the Primary Care Trust which is a party to the contract and from whom details of primary dental services in the area may be obtained.
  • 12. Appendix B SCHEDULE Direction 22 INFORMATION TO BE INCLUDED IN A PATIENT INFORMATION LEAFLET A patient information leaflet shall include— 1. The name of the Primary Care Trust. 2. Whether the clinic undertakes the teaching or training of persons who provide or intend to provide dental services. 3. Where services are, pursuant to the service statement, only to be provided to— i. persons resident in a particular area, the area (by reference to a sketch diagram, plan or postcode) within which a person resident would be entitled to receive services from the clinic; ii. a specified group of persons, the particular services and a description of the group of persons to whom such services are to be provided. 4. The clinic’s telephone and fax number and its website address (if any). 5. Whether the clinic’s premises have suitable access for disabled patients and, if not, the alternative arrangements for providing services to such patients. 6. How to request services as a patient. 7. The right of patients to express a preference of practitioner in accordance with direction 6 and the means of expressing such a preference. 8. The services available to patients. 9. The opening days and hours of the clinic premises. 10. The arrangements for services on the days and during the hours the clinic is not open (whether or not provided by the clinic) and how the patient may access such services. 11. The telephone number of NHS Direct and details of NHS Direct online. 12. How patients may make a complaint or comment on the provision of services. 13. The rights and responsibilities of the patient, including keeping appointments. 14. The action that may be taken where a patient is violent or abusive to any member of staff of the Primary Care Trust or other persons present on the clinic premises or in the place where treatment is provided by the clinic. 15. Details of who has access to patient information (including information from which the identity of the individual can be ascertained) and the patient’s rights in relation to disclosure of such information. 16. The fact that details of other primary dental services in the area may be obtained from the Primary Care Trust.