Our Policies

9-13 Leeds Rd, Shipley, BD18 IBPCall Today: 01274 590 777

  • We have achieved the British Dental Association Good Practice Accreditation
    • As long standing members of the BDA’s Good Practice Scheme we are committed to supporting our patients towards achieving and maintaining good oral health.

      As part of this commitment;

      • We involve our patients in all aspects of their care and ensure that their needs and preferences are considered and that they can take informed decisions
      • We ensure a safe environment by undertaking risk assessments and managing potential hazards within the practice. We follow current guidelines for preventing cross-infection.
      • We recruit staff that are competent to undertake the duties associated with their role and provide training where required. We encourage on-going professional development for all members of our team.
      • We monitor the quality of the service we provide and seek the views of our patients to identify opportunities for improvement.
  • We are regulated by the Quality Care Commission
  • Our Complaints Procedure
    • Carnegie Dental Clinic takes complaints very seriously and we try to ensure that all our patients are pleased with their experience of our service.  When patients complain, they are dealt with courteously and promptly so that the matter is resolved as quickly as possible.

      Our aim is to react to complaints in the way in which we would want our complaint about a service to be handled.  We learn from every mistake that we make and we respond to customers’ concerns in a caring and sensitive way.

      Patient Complaints Procedure

      • Lydia Sanson, the Practice Manager oversees complaints and will sign investigation reports in the capacity of the Responsible Person
      • Lydia Sanson handles all patient complaints except where the patient requests otherwise (in which case the complaint is delegated to another responsible person)
      • The patient will be advised of the process to be followed for investigating their complaint, including what they may do if they are dissatisfied with the outcome of the investigation
      • The practice manager or other responsible person will make every effort to resolve oral complaints within 24 hours
      • If any complaint cannot be resolved within 24 hours, an initial response is sent within 3 working days.
      • The Practice Manager or other responsible person will carry out a comprehensive investigation of each complaint involving the treating dentist and involved staff and the Principal if it concerns a general matter
      • GDC Registered personnel will inform their medico-legal indemnity organisation of all but the most minor complaints, or whenever a complaint seems to be escalating
      • The Practice keeps detailed records of the investigation. Within 28 working days an Investigation Report is sent to the patient with the results of the investigation and any proposed actions. In the event of a delay the patient will be notified with the reasons and the likely date for the report
      • With the Investigation Report the patient is invited to meet Lydia Sanson the Practice Manager to discuss the proposed solutions
      • Once the patient is satisfied the Event Record is signed off to show that the matter is closed and the entry in the Event Register is signed off. Copies of all complaint documentation are stored securely separately from the patient’s records for future reference

      If patients are not satisfied with the result of our procedure then a complaint may be made to:

      • NHS England West Yorkshire team Telephone 0300 3112233 or email England.contactus@NHS.net
      • The Dental Complaints Service, The Lansdowne Building, 2 Lansdowne Road, Croydon, Greater London CR9 2ER (Telephone: 08456 120540) for complaints about private treatment
      • The General Dental Council, 37 Wimpole Street, London W1M 8DQ (Telephone: 0845 224141), the dentists’ regulatory body for complaints about professional misconduct.
      • Care quality Commission, CQC National Customer Service Centre, City Gate, Gallogate, Newcastle-upon-Tyne, NE1 4PA (cqc.org.uk)
  • Our Freedom of Information Policy
    • The carnegie dental clinic is committed to complying with the Freedom of Information Act 2000, which gives the public the right to know how public services are organised and run, how much they cost and how the decisions are made. It is the aim of the practice to ensure that members of the public have access to the identified classes of information.

      When a member of the public makes a request to see the Practice Publication Scheme s/he will be directed to Lydia Sanson who will provide them with a copy of the scheme, describing how the information can be obtained and the cost of providing it. The copy is kept in the office.

      The classes of information provided by the scheme include:

      • Organisational information, structures, location and contacts
      • Financial information relating to projected and actual income and expenditure, procurement, contracts and financial audit
      • Strategies and plans, performance indicators, audits, inspections and reviews
      • Decision making processes and records of decisions
      • Current written protocols, policies and procedures for delivering our services and responsibilities
      • Currently maintained lists and registers
  • Privacy Notice
    • The practice aims to meet the requirements of the Data Protection Act 2018, the General Data Protection Regulation (GDPR), the guidelines on the Information Commissioner’s website as well as our professional guidelines and requirements.

      The data controller is Alexandra Horn, The Information Governance Lead is Lydia Sanson who is also the Data Protection Officer.

      This Privacy Notice is available on the practice website at https://www.carnegieclinic.com/our-policies/ at reception/ by email if you contact contact@carnegieclinic.com / by calling 01274 590777.

      You will be asked to provide personal information when joining the practice. The purpose of processing your personal data is to provide you with optimum dental health care and prevention.

      The categories and examples of data we process are:

      • Personal data for the provision of dental health care
      • Personal data for the purposes of providing treatment plans, recall appointments, reminders or estimates
      • Personal data such as details of family members for the provision of health care to children or for emergency contact details
      • Personal data for the purposes of employed and self-employed team members employment and engagement respectively
      • Personal data for the purposes of direct mail/email/text/other to inform you of important announcements or about new treatments or services
      • Personal data – IP addresses so that we can understand our patients better and inform our marketing approach as well as improve the web site experience
      • Special category data including health records for the purposes of the delivery of health care and meeting our legal obligations
      • Special category data including health records
      • Special category data to meet the requirements of the Equality Act 2010
      • Special category data details of criminal record checks for employees and contracted team members

      We minimise the data that we keep, and do not keep it for longer than necessary.

      We never pass your personal details to a third party unless we have a contract for them to process data on our behalf and will otherwise keep it confidential. If we intend to refer a patient to another practitioner or to secondary care such as a hospital we will gain the individual’s permission before the referral is made and the personal data is shared. Your data will be shared with the NHS in England, Scotland and Wales or the HSC in Northern Ireland if you are having NHS or HSC treatment.

      • Personal data is stored in the EU whether in digital or hard copy format
      • Personal data is stored in the US in digital format when suitable safeguards have been put in place to allow personal data to be transferred out of the EU
      • Personal data is obtained when a patient joins the practice, when a patient is referred to the practice and when a patient subscribes to an email list.

      For full details or where your data is stored, please ask to see Information Governance Procedures
      (M 217C).


      We have established the following lawful bases for processing your data:

      Our lawful bases for processing personal data:

      • The legitimate interests of the dental practice
      • Processing is necessary for the performance of a contract with the data subject or to take steps to enter into a contract
      • Consent of the data subject
      • To comply with our legal obligations

      Our lawful bases for processing special category data:

      • Processing is necessary for health care purposes
      • Processing necessary for identifying or keeping under review the existence or absence of equality of opportunity or treatment between groups of people with the view to enabling such equality to be promoted or maintained
      • We obtain consent of the data subject to process criminal record checks

      The reasons we process the data include:

      • To maintain your contemporaneous clinical records
      • To provide you with dental treatment, prevention and oral health advice
      • To carry out financial transactions with you
      • To manage your NHS or HSC dental care treatment
      • To send your personal data to the General Dental Council or other authority as required by law
      • To communicate with you as and when required including appointment reminders, treatment plans, estimates and other communications about your treatment or the practice
      • To communicate with your next of kin in an emergency
      • If a parent or carer to communicate with you about the person you parent or care for
      • To refer you to other dentists or doctors and health professionals as required
      • To obtain criminal record disclosures for team members
      • For debt recovery
      • To continually improve the care and service you receive from us

      The personal data we process includes:

      Your name, address, gender, date of birth, NHS number, medical history, dental history, family medical history, family contact details, marital status financial details for processing payment, your doctor’s details and details of treatment at the practice. We may process more sensitive special category data including ethnicity, race, religion, or sexual orientation so that we can meet our obligations under the Equality Act 2010, or for example to modify treatment to suit your religion and to meet NHS or HSC obligations. 

      The retention period for special data in patient records is a minimum of 10 years and may be longer for complex records or to meet our legal requirements. The retention periods for other personal data is 2 years after it was last processed. Details of retention periods are available in the Record Retention (M 215) procedure available from the practice.

      We obtain your personal details when you enquire about our care and service, when you join the practice, when you subscribe to our newsletter or register online, when you complete a registration or medical history form and when another practitioner refers you for treatment at our practice. Occasionally patients are referred to us from other official sources such as NHS clinics or hospitals.


      You have the following personal data rights:

      • The right to be informed about the collection and use of your personal data
      • The right of access – to have a copy of the data we hold about you. Generally, we will not charge for this service
      • The right to rectification  – to correct the data we have if it is inaccurate or incomplete
      • The right to deletion of your personal data (clinical records must be retained for a certain time period)
      • The right to restrict processing of your personal data
      • The right to data portability – to have your data transferred to someone else
      • The right to object to the processing of your personal data
      • Rights in relation to automated decision making and profiling

      Further details of these rights can be seen in our Information Governance Procedures (M 217C) or at the Information Commissioner’s website. Here are some practical examples of your rights:

      • If you are a patient of the practice you have the right to withdraw consent for important notifications, newsletters, surveys or marketing. You can inform us to correct errors in your personal details or withdraw consent from communication methods such as telephone, email or text. You have the right to obtain a free copy of your patient records within one month
      • If you are not a patient of the practice you have the right to withdraw consent for processing personal data, to have a free copy of it within one month, to correct errors in it or to ask us to delete it. You can also withdraw consent from communication methods such as telephone, email or text

      We have carried out a Privacy Impact Assessment in Sensitive Information Map, PIA and Risk Assessment (M 217Q) and you can request a copy from the details below. The details of how we ensure security of personal data is in our Security Risk Assessment (M 217M) and Information Governance Procedures (M 217C).

      Comments, suggestions and complaints
      Please contact the IG Lead at the practice for a comment, suggestion or a complaint about your data processing at contact@carnegieclinic.com or 01274 590777 or by writing to or visiting the practice at [ 9-13 Leeds Road, Shipley, West Yorkshire, BD181BP ]. We take complaints very seriously.

      If you are unhappy with our response or if you need any advice you should contact the Information Commissioner’s Office (ICO). Their telephone number is 0303 123 1113, you can also chat online with an advisor. The ICO can investigate your claim and take action against anyone who’s misused personal data. You can also visit their website for information on how to make a data protection complaint.

      Related practice procedures
      You can also use these contact details to request copies of the following practice policies or procedures:

      • Data Protection and Information Security Policy (M 233-CNS)
      • Sensitive Information Map, PIA and Risk Assessment (M 217Q), Information Governance Procedures (M 217C), Record Retention (M 215)

      If you have an enquiry or a request please contact the Information Governance Lead
      Lydia Sanson
      Carnegie Dental Clinic, 9-13 Leeds Road, Shipley, West Yorkshire, BD18 1BP
      Phone: 01274 590777 .

      Thank you.

  • Data Opt-Out Policy
    • How the NHS and care services use your information

      Carnegie Dental Clinic Ltd is one of many organisations working in the health and care system to improve care for patients and the public. Whenever you use a health or care service, such as attending Accident & Emergency or using Community Care services, important information about you is collected in a patient record for that service. Collecting this information helps to ensure you get the best possible care and treatment. The information collected about you when you use these services can also be used and provided to other organisations for purposes beyond your individual care, for instance to help with:

      • Improving the quality and standards of care provided
      • Research into the development of new treatments
      • Preventing illness and diseases
      • Monitoring safety
      • Planning services

      This may only take place when there is a clear legal basis to use this information. All these uses help to provide better health and care for you, your family and future generations. Confidential patient information about your health and care is only used like this where allowed by law.

      Most of the time, anonymised data is used for research and planning so that you cannot be identified in which case your confidential patient information isn’t needed.

      You have a choice about whether you want your confidential patient information to be used in this way. If you are happy with this use of information you do not need to do anything. If you do choose to opt out your confidential patient information will still be used to support your individual care. To find out more or to register your choice to opt out, please visit www.nhs.uk/your-nhs-data-matters. On this web page you will:

      • See what is meant by confidential patient information
      • Find examples of when confidential patient information is used for individual care and examples of when it is used for purposes beyond individual care
      • Find out more about the benefits of sharing data
      • Understand more about who uses the data
      • Find out how your data is protected
      • Be able to access the system to view, set or change your opt-out setting
      • Find the contact telephone number if you want to know any more or to set/change your opt-out by phone
      • See the situations where the opt-out will not apply

      You can also find out more about how patient information is used at:
      https://www.hra.nhs.uk/information-about-patients/ (which covers health and care research); and
      https://understandingpatientdata.org.uk/what-you-need-know (which covers how and why patient information is used, the safeguards and how decisions are made)

      You can change your mind about your choice at any time.

      Data being used or shared for purposes beyond individual care does not include your data being shared with insurance companies or used for marketing purposes and data would only be used in this way with your specific agreement.

      Health and care organisations have until 2020 to put systems and processes in place so they can be compliant with the national data opt-out and apply your choice to any confidential patient information they use or share for purposes beyond your individual care.

      Our practice only uses your personal health data to provide individualised care to you and does not disclose your data for any other purposes. The the national data opt-out does not apply to our usage of your data and we are compliant with the policy.