Redhead Orthodontics

0207 637 0777

Practice Policies

Adverse Reaction to Drugs

The importance of obtaining accurate medical history of patients cannot be stressed too highly. It should always be ascertained whether there has been any change in medical circumstances ahead of commencing treatment, particularly where drugs may be an element of the treatment plan to be followed. Intolerance or allergy will occasionally manifest with no previous history.

Bullying and harassment

All members of staff are entitled to be treated with dignity and respect in their place of work. This means freedom from behaviour by colleagues that can be interpreted as bullying or harassment or that causes offense, and access to redress if such behaviour does arise. It also means standards of everyday behaviour that contribute to a working environment in which mutual respect and individual dignity are maintained.


Bullying and harassment

Behaviour can constitute bullying or harassment where: it violates the dignity of a member of staff on the grounds of their race, colour, ethnic origin, gender, sexual orientation, disability, gender reassignment, or age (the protected characteristics); or where it creates an intimidating, hostile and degrading, humiliating or offensive environment. Individual or accumulative acts can seriously undermine the dignity, confidence, and work satisfaction to such an extent that it has an effect on job performance, and general happiness both inside and outside work.

Conduct becomes harassment if it persists and it has been made clear that it is regarded as offensive by the recipient or a witness to the conduct, although a single offensive act can amount to harassment if it is sufficiently serious.

Bullying and harassment can be further defined in the following ways:

Harassment based on race, colour or ethnic origin

Harassment based on race, colour or ethnic origin is conduct at work directed towards a colleague by another colleague or group of colleagues which is racist in nature, and which is regarded as unwelcome or offensive by the recipient or a witness.

The following are examples that illustrate such conduct, though this is not an exhaustive list: Jokes about race, colour or ethnic origin

  • Use of offensive names
  • References to colleagues by offensive racist descriptions
  • Use of offensive or insensitive stereotypes
  • Verbal abuse based on race, colour or ethnic origin
  • Circulation, or display, of offensive material based on race, colour or ethnic origin. Detrimental behaviour because of a colleague’s race, colour or ethnic origin.

Sexual harassment

Sexual harassment is conduct directed towards a colleague by another colleague or group of colleagues which is of a sexual nature, or which is based on a colleague’s gender, and which is regarded as unwelcome or offensive to the recipient or a witness.

The following are examples which illustrate such conduct, though this is not an exhaustive list: Unwanted physical contact

  • Contact which is intimidating, or physically or verbally abusive
  • Jokes that are based on sexual or gender issues
  • Non-verbal conduct, such as staring or gestures
  • Suggestions that sexual favours may further a persons career, or that refusal may hinder it Sexual advances, propositions, suggestions or pressure for sexual activity at or outside work.


Harassment based on disability

Harassment based on disability is conduct directed towards a colleague by another colleague or group of colleagues which is based on the colleague’s disability or association with someone who has a disability and which is unwelcome to the recipient or a witness.

The following are examples which illustrate such behaviour, though this is not an exhaustive list: Jokes about disability

  • Use of offensive names
  • Use of offensive or insensitive stereotypes
  • Verbal abuse based on disability
  • Circulation, or display, of offensive material based on disability
  • Deliberate actions designed to hinder a colleague’s ability to undertake his/her duties
  • because of their disability.


Harassment based on sexual orientation

Harassment based on sexual orientation is conduct directed towards a colleague by another colleague or group of colleagues which is based on the sexuality of the colleague and which is unwelcome by the recipient or a witness.

The following are examples which illustrate such behaviour, though this is not an exhaustive list:

  • Jokes about sexuality
  • Use of offensive names
  • Use of offensive or insensitive stereotypes
  • Verbal abuse based on sexuality
  • Circulation, or display, of offensive material based on sexuality.


Harassment based on age

Harassment based on age is conduct directed towards a colleague by another colleague or group of colleagues which is based on the age of the colleague and which is unwelcome by the recipient or a witness.


  • Jokes about age
  • Use of offensive names
  • Use of offensive or insensitive stereotypes
  • Verbal abuse based on age
  • Circulation, or display, of offensive material based on age.


Detrimental behaviour because of being associated with a protected characteristic

Bullying and harassment may not be based on the fact that a colleague belongs to a particular group, but simply because the individual has been singled out for such treatment or associates


with someone of a protected characteristic. For example, this would include claiming someone is gay when they are not or making fun of someone who has a disabled relative. The bullying and harassment may take the following forms, though again this is not intended as an exhaustive list:


  • Limiting or withdrawing verbal communication
  • Isolating a colleague by unfriendly behaviour
  • Behaviour designed to belittle or produce anxiety in a colleague
  • Unreasonable scrutiny of work
  • Unreasonable criticism of work, and adopting double standards in expectations of work performance
  • Unreasonable denial of leave and/or special leave requests
  • Unreasonable denial of requests for flexible working
  • Work or staff social activities that deliberately exclude a colleague
  • Jokes or inappropriate humour at the expense of a colleague.


Standards of work behaviour

Courtesy towards colleagues

Consideration and understanding of the work demands of colleagues Maintaining a temperate tone, and temperate language, in all verbal and written communication with colleagues

Avoidance of the use of foul language

Awareness of language and conduct which have the potential to offend a colleague Obtaining the express or implied permission of a colleague before adopting familiarity in conduct or language.


What to do if you consider you or a colleague is subject to bullying or harassment


The practice is committed to ensuring that there is no harassment or bullying in the workplace. Allegations of harassment will be treated as a disciplinary matter, although every situation will be considered on an individual basis and in accordance with the principles of the practice’s grievance and disciplinary procedures, a copy of which is available from Alex Redhead


Your first step is to decide whether you can deal with the inappropriate behaviour informally, for example, if the act concerned is relatively minor, isolated or clearly unintentional. In these situations it is possible that the matter can be resolved immediately by letting your colleague know that the behaviour in question is unacceptable to you and should be avoided in future.


If you feel uncomfortable about raising the issue directly with your colleague, or if you consider the behaviour is more serious because it was deliberate, part of a persistent pattern, or serious in nature, or has been repeated despite having discussed a previous incident informally, then you should report the matter in the first instance to Alex Redhead., then you should seek advice, as appropriate, from a trusted colleague.





  1. All employees must be given every opportunity to perform in their role, and will be given appropriate support to do so.


  1. Employees have the right to be accompanied by a fellow employee or trade union representative at any stage of this procedure.


  1. The right of appeal is detailed within the procedure.


  1. If it is established that the performance problems are related to the employee's personal life, appropriate counselling/support will be offered.


  1. If the performance problems are associated with a potential health matter, the employee, with their consent, will be referred to an Occupational Health Adviser for a medical report, or a private medical attendant’s report will be obtained from the employee’s GP.

This practice is committed to providing a safe, supportive environment for patients. All patients will have a chaperone present for every consultations, examination or procedure. Usually this will be a member of staff but it may also be a family member or friend. The role of a chaperone includes:
Providing emotional comfort and reassurance to patients
To act as an interpreter
To provide protection to healthcare professionals against unfounded allegations of improper behaviour

Child Safety
The practice is committed to create and maintain a safe environment for children and young people. This practice recognises the complexity of laws regulating child minding and has created this policy to ensure that the staff members are not given the responsibility to look after the children of patients.
Whilst on the practice premises, children and young people must be accompanied by an adult carer at all times. As the staff members are not registered child minders they are unable to accept the responsibility for looking after young children whilst their carer is having dental treatment.
The reception staff will advise adult patients with carers’ responsibilities for young children to make alternative childcare arrangements whilst attending dental appointments whenever possible. If the arrangements cannot be made the reception staff will ask the carer to take the child into the treatment room with them.

Child and Vulnerable Adult Protection
There is an effective process for identifying and responding appropriately to signs and allegations of abuse. There is an effective process for preventing abuse before it occurs, and minimising the risks of further abuse once it has occurred.
A child is defined as a person under the age of 18. A vulnerable adult is any person aged 18 or over who is or may be in need of health or social care services by reason of a mental, physical or learning disability, age or illness and who is or may be vulnerable to take care of him or herself, or unable to protect him or herself against significant harm or serious exploitation.
Where staff are likely to engage with a child or vulnerable adult on a one-to-one basis, the staff member is appropriately trained in issues related to child and vulnerable adult protection.
The lead person for child and vulnerable adult protection is Alex Redhead. Every team member knows the name of the lead person for child and vulnerable adult protection. All suspicions and allegations of abuse will be taken seriously and responded to swiftly and appropriately. All staff have a responsibility to report concerns to the appropriate lead member of staff. All team members are required to undergo an enhanced DBS check. The practice will not employ anyone who has been barred by the Independent Safeguarding Authority (ISA).

Good practice guidelines
A chaperone is always present when treating a child or vulnerable adult.
Gratuitous physical contact is never made with a patient. If a patient needs comforting, staff use discretion to ensure that any physical contact is appropriate.
Physical force is never used against a patient, unless it constitutes reasonable restraint to protect him/her or another person or to protect property. If it is necessary to restrain a patient because they are an immediate danger to themselves or others or to property the minimum amount of force is used for the shortest amount of time.
Any problems are referred to the child and vulnerable adult protection lead.




 “Personal data” is any information about a living individual which allows them to be identified from that data (for example a name, photographs, videos, email address, or address).  Identification can be by the information alone or in conjunction with any other information.  The processing of personal data is governed by [the Data Protection Bill/Act 2017 the General Data Protection Regulation 2016/679 (the “GDPR” and other legislation relating to personal data and rights such as the Human Rights Act 1998].

The practice will only keep relevant information about employees for the purposes of employment, or about patients to provide them with safe and appropriate dental care. The practice will not process any relevant ‘sensitive personal data’ without prior informed consent. As defined by the Act ‘sensitive personal data’ is that related to political opinion, racial or ethnic origin, membership of a trade union, the sexual life of the individual, physical or mental health or condition, religious or other beliefs of a similar nature. Sickness and accidents records will also be kept confidential.

All manual and computerised records will be kept in a secure place; they will be regularly reviewed, updated and destroyed in a confidential manner when no longer required. Personnel records will only be seen by appropriate management.

Patients’ records will only be seen by appropriate team members. To facilitate patients’ health care the personal information about them may be disclosed to a doctor, health care professional, hospital, NHS authorities, the Inland Revenue, the Benefits Agency (when claiming exemption or remission from NHS charges) or private dental schemes of which the patient is a member. In all cases the information shared will be only that which is relevant to the situation. In very limited cases, such as for identification purposes, or if required by law, information may have to be shared with a party not involved in the patient’s health care. In all other cases, information will not be disclosed to such a third party without the patient’s written authority.

Access to records
Patients and team members can have access to the original of the records kept about them free of charge.

There are no fees or charges for the first request but additional requests for the same data may be subject to an administrative fee.

To receive a copy of all records kept about them by the practice a team member or a patient should make a written request to the Practice Manager. The Practice Manager will provide a copy within a period of 1 month. An employee or a patient may challenge information held on record and following investigation should the information be inaccurate; the practice will correct the information and inform the patient or the team member of the change in writing.
For a full copy of our Data Protection Policy please speak with our practice manager Alex Redhead on 0207 637 0777..


New Data Controller Policy

We are a Data Controller under the terms of the Data Protection Act 2017 and the requirements of the EU General Data Protection Regulation.

 This Privacy Notice explains what Personal Data the practice holds, why we hold and process it, who we might share it with, and your rights and freedoms under the law.

 Types of Personal Data

 The practice holds personal data in the following categories:

  1. Patient clinical and health data and correspondence.
  2. Staff employment data.
  3. Contractors’ data


Why we process Personal Data (what is the “purpose”)


“Process” means we obtain, store, update and archive data.

  1. Patient data is held for the purpose of providing patients with appropriate, high quality, safe and effective dental care and treatment.
  2. Staff employment data is held in accordance with Employment, Taxation and Pensions law.
  3. Contractors’ data is held for the purpose of managing their contracts.


What is the Lawful Basis for processing Personal Data?


The Law says we must tell you this:

  1. We hold patients’ data because it is in our Legitimate Interest to do so. Without holding the data we cannot work effectively. [Also, we must hold data on NHS care and treatment as it is a Public Task require by law].
  2. We hold staff employment data because it is a Legal Obligation for us to do so.
  3. We hold contractors’ data because it is needed to Fulfil a Contract with us.


Who might we share you data with?

We can only share data if it is done securely and is necessary to do so.

  1. Patient data may be shared with other healthcare professionals who need to be involved in your care (for example if we refer you to a specialist or need laboratory work undertaken). [Patient data may also be stored for back-up purposes with our computer software suppliers] [who may also store it securely].
  2. Employment data will be shared with government agencies such as HMRC or NEST pensions.



You have the following rights with respect to your personal data:

When exercising any of the rights listed below, in order to process your request, we may need to verify your identity for your security.  In such cases we will need you to respond with proof of your identity before you can exercise these rights.


 You have the right to:


  1. Be informed about the personal data we hold and why we hold it.
  2. Access a copy of your data that we hold by contacting us directly: we will acknowledge your request and supply a response within one month or sooner.
  3. Check the information we hold about you is correct and to make corrections if not.
  4. Have your data erased in certain circumstances.
  5. Transfer your data to someone else if you tell us to do so and it is safe and legal to do so.
  6. Tell us not to actively process or update your data. We may continue to hold your data to comply with your other rights or to bring or defend legal claims..



Any electronic personal data transferred to countries or territories outside the EU will only be placed on systems complying with measures giving equivalent protection of personal rights either through international agreements or contracts approved by the European Union.  


How long is your personal data stored for?


  1. We will store patient data for as long as we are providing care, treatment or recalling patients for further care. We will archive (that is, store it without further action) for as long as is required for legal purposes as recommended by the NHS or other trusted experts recommend.
  2. We must store employment data for six years after the employee has left.
  3. We must store contractors’ data for seven years after the contract has ended.


What if you are not happy or wish to raise a concern about our data processing?


You can complain in the first instance to Redhead Orthodontics ARKR limited our data protection officer is Alex Redhead on 0207637 0777 and we will do our best to resolve the matter. If however you are still not happy, you can complain to the Information Commissioner at or by calling 0303 123 1113.


All reasonable steps have been taken to ensure that premises are accessible to all those who need to use them in keeping with the requirements of the Disability Discrimination Act 1995. The practice is committed to complying with the Disability Discrimination Act 1995 and the Equality Act 2010 by ensuring that disabled patients have the same access to our services as non-disabled patients. For the purpose of this policy the term disabled may include people with physical and sensory impairments, with learning disabilities, chronic or terminal illness and users of mental health services. The application of all policies and procedures ensures that people are protected from unlawful discrimination.
The practice management has made every effort with facilities, policies, procedures, communication, signage and staff training to ensure the ease of access to our services. .
The practice staff familiarise themselves with the requirements of the Disability Discrimination Act and Equality Act and receive training in issues relevant and important to disabled people. The members of the practice strive to use language that is easy to understand and meets the needs of all disabled people. When communicating with disabled patients staff:
Ask everyone about their requirements in advance ‘Please let me know if you require any particular assistance’ and be able to respond sensibly
Do not patronise, make assumptions or think they know best
Are ready to offer assistance, but never impose it
Are prepared as necessary to :

  • Sit or bend down to talk to a person at his or her eye-level
  • Offer a seat or help with doors
  • Let the person take their arm for guidance or support
  • Offer the use of equipment, e.g. a clipboard as an alternative writing surface
  • Use appropriate ways of communicating, e.g. writing notes if someone finds speech difficult to understand
  • Be courteous, patient and always talk to a disabled person directly, never through his or her companion; never shout or call attention to anyone; never compromise the person’s right to privacy or confidentiality; check to make sure they have been understood
  • The practice management welcomes patients’ views and suggestions on how we can improve services. If suggestions are made the practice will inform everyone about the adjustment plans and their proposed completion dates.

Emergency Planning and Business Continuity
There are arrangements in place to provide safe and effective care in the event of a failure in major utilities, fire, flood or other emergencies. All staff, people who use services and others provided with information on the risks to their health and safety, protective measures and what to do in the event of an emergency, for example fire. The practice has emergency plans in place to deal with unexpected emergencies and incidents.

Evidence-based Dentistry
The practice is committed to complying with the current guidelines on using an evidence-based approach.
We endeavour to keep our knowledge and skills current by:
Following and keeping up-to-date with evidence-based guidance
Using relevant local referral protocols
Using standard care pathways, where appropriate
Applying the principles of research governance
Sharing information, skills and clinical experience at regular practice meetings

Equality & Diversity Statement
The practice is committed in the care we provide to all our patients. We ensure that all those using our services receive the highest possible standard of service irrespective of ethnicity, race, marital status, gender, sexual orientation, age, disability, religion, beliefs, civil partnership status or chronic illness.
The staff at Redhead Orthodontics are fully committed in providing equality in all of our services and our equal opportunities policy has been developed to ensure this. We continue to monitor and apply our equal opportunities policy to ensure it meets and reflects our diverse patient base.
We ensure that these same standards will be received by all those employed by Redhead Orthodontics.

Redhead Orthodontics makes sure that equipment:

  • Is suitable for its purpose
  • Is available
  • Is properly maintained
  • Is used correctly and safely
  • is validated, tested and inspected as required

Failed Appointments
The practice will endeavour to manage our appointments system to avoid delays in appointment times and minimize loss of surgery time through cancellations and failed appointments.
We will remind patients of their appointments by their preferred method
Monitor our waiting times for treatment and for booking appointments
Provide as much notice as possible when appointments have to be changed, cancelled or if we are running late and explain the reasons
Advise patients if there is a change of their practitioner
We kindly ask that in return you:
Arrive on time for your dental appointment. Please give the practice at least 24 hours notice if you are unable to attend. We may charge for missed appointments where we have not been notified OR if you miss an appointment on more than one occasion without letting us know, we may need to review future provision of treatment at the practice.

People who pay for services know how much they are expected to pay, when and how, and what service they will get for the amount paid. There are printed price lists available at reception and on the practice web site. Patients are always informed of the fees for their treatment at the consultation appointment.

Fitness to Practice
Healthcare professionals within this Practice are required to maintain their levels of competence within all aspects of their appointed role. This is achieved through continued professional development, private study, attending conferences/seminars, taking part in shared learning initiatives within the Practice or through an independent provider. The performance of the professional is reviewed on a regular basis – through performance review or appraisal and patient or co-worker feedback. Where the standard of performance is called into question or is seen to have fallen below acceptable levels, for example as a direct result of a patient complaint, that professional may face professional body intervention and investigation in addition to practice investigation. The professional body may provide advice or guidance for that professional or place practicing restrictions on him/her. As a final resort it could lead to deregistration. No action is taken by the professional body before a full and thorough investigation is conducted.

Financial position
People who use services can be confident that the service provider is able to meet the financial demands of providing safe and appropriate services. This is because the provider who complies with the regulations has the financial resources needed to provide and continue to provide the services as described in the statement of purpose to the required standards.

Patient Experience Policy

It is the aim of this dental practice to put patients at the heart of everything we do, working with them as partners in their patient-centred care to achieve a high level of patient satisfaction. All staff, volunteers and contractors, are responsible for ensuring that their behavior and communications with each other, patients and the public contribute to the enhancement of the patient experience

To achieve these goals we:


  • Make patients and visitors feel welcomed and informed
  • Treat people with dignity and respect throughout the patient journey
  • Work to improve health and tackle health inequalities
  • Work towards improving access and waiting times
  • Provide information for patients and carers in appropriate formats
  • Maintain clear communications and foster involvement in decision-making about care
  • Offer choice where appropriate
  • Build closer relationships
  • Provide safe, high quality dental care through teamwork
  • Provide information about infection control measures so that patients feel safe
  • Deliver dental care in a clean, comfortable, safe and friendly environment
  • Measurement of the patient experience


Patients and the public are included in the planning and evaluation of service provision and feedback that they provide via patient satisfaction, surveys, compliments and complaints



The patient experience is reviewed annually in our clinical governance cycle to ensure that standards are maintained and improved.


Personal Development and Training

The practice is committed to providing planned training and development opportunities for team members to enable them to realise their potential and so make the best possible contribution towards delivering a high standard of treatment and service to patients. Each employee has a Training Record, which is reviewed during the annual staff appraisal meeting. During the meeting further training needs are established based on the GDC guidelines, individual’s aspirations, performance and the development plan for the practice as a whole. Employees are encouraged to further their career through training both internally and externally, where appropriate, time off will be given for training.


Prevention and Public health

The practice is committed to maintaining an evidence-based prevention policy for infection and disease oral diseases and conditions appropriate to the needs of the local population, which is consistent with local and national priorities. Clinical team members are appropriately trained to provide relevant information and guidance to patients including:


  • The benefits of fluoridated toothpastes and other oral care products and providing patients (and parents/carers of young people) with appropriate oral hygiene instruction
  • The promotion of healthy diets with less sugar and more fruit and vegetables
  • A check on smoking status and appropriate advice on smoking reduction to lower the risk of periodontal disease and oral cancer
  • Assessment of alcohol use to identify alcohol abuse and dependence, and if necessary put the patient in contact with local support services
  • The screening of patients for early signs of mouth cancer
  • The reduction of dental injuries by encouraging people to wear mouth shields for contact sports
  • Team members will be kept up-to-date with any changes required to this policy in line with the information provided by local and national health agencies.


Prevention strategy in accordance with ‘Delivering Better Health’

This practice is committed to oral health through prevention. Patients are regularly screened for their gum condition, oral cancer and dental disease. Oral hygiene, dietary and lifestyle advice is given as needed. All patients are assessed for risk factors and advised accordingly. The relevant information on: tooth brushing, fluoride, diet and smoking cessation as found in ‘Delivering Better Oral Health’ is provided whenever it is appropriate and in the best interests of the patient. The care delivered encourages the prevention and early detection of ill health and enables the person to make healthy living choices.


The patient’s general health is always assessed at check-up appointment and medical conditions are identified if possible and patients sent for the relevant referral. This policy applies to all team members, who are expected to familiarize themselves with the policy and provide patients with advice.


Raising Concerns (whistle-blowing)

The practice is committed to complying with the Public Interest Disclosure Act 1998 and the GDC Standards for Dental Professionals 2005 on Principles of Raising Concerns.


All team members are aware that they must follow the GDC principles of raising concerns and ‘put patients’ interests first and act to protect them’ if they believe that patients might be at risk because of:


Their own health, behaviour or professional performance or that of another team member or;

Any aspect of clinical environment

If action at the local level has failed or the problem is severe or there is a fear of victimisation, then the concern must be raised with the GDC. All team members who raise concerns about potentially illegal or dangerous practices are protected by the Public Interest Disclosure Act 1998 provided they:


  • Are acting in good faith
  • Honestly and reasonably believe the information to be true
  • Are not raising concerns primarily for personal gain and
  • Have raised concerns with the employer first (unless they reasonably believe that they would be victimised)


When treating patients the practice follows the National Institute for Health and Clinical Excellence (NICE) interventional guidance. Patient recall periods are documented and individually designed.


There are processes for referral of patients to other providers if it is in the best interests of the patients. All practitioners fully explain the reasons for and implications of a referral. A referral is made when the practitioner is unable to undertake treatment. Practitioners only carry out treatment if they have been trained and are competent to do it.


Requests for treatment are always clear and the referral colleague is provided with all of the appropriate information.


If a practitioner is asked to provide treatment or clinical advice, the treating practitioner will ensure that they are clear about what they are being asked to do. GDC guidelines on referral are followed.


Staff are trained in its use and the implementation of the policy is monitored. There are processes in place to accept patients from referring practitioners.


There are robust arrangements to make sure that information sharing systems comply with the Data Protection Act 1998. See Data Protection.


Risk Management

The practice is committed to ensuring the safety of our patients and all team members. To this effect we have introduced this policy to identify all risks to them. All enquiries regarding this policy must be addressed to the Health and Safety Manager. We make best endeavor to remove risk and when this is not possible to reduce the risk to its minimum with appropriate control measures. Our risk management includes but is not limited to:


  • Health and safety
  • Infection control
  • Clinical waste
  • Water regulations
  • Staff training and development
  • Continuing professional development
  • The safe use of x-ray equipment
  • Clinical audit
  • Financial risks such as controlling cash flow and private fee levels
  • Violence and aggression at work
  • Welfare at the workplace
  • Employment conditions, contracts and documentation
  • Patient complaints
  • Safe Use of X-ray Equipment


The practice is committed to ensuring the safety of our patients and all team members and to complying with all current regulations including IRME(R) 2000 and IRR99 for the safe use of radiographic equipment. All enquiries regarding this policy must be addressed to the Health and Safety Manager. Team members only operate x-ray equipment if properly trained and authorised to do so.


Statement of Purpose Aims and Objectives


Provide dental, oral health treatment and education to whole population

To ensure our activities are satisfactory towards patients, we will undertake satisfaction surveys and assess them on a quarterly basis, the results will be used to improve our service and implement changes where applicable

Arrange regular practice meetings to focus on training needs of staff to ensure patients needs are being met

Following GDC guidelines and main ethical principles all patients and appropriate family members using our service will be more involved in the planning of their treatment. We will involve other professionals in the care of our patients where this is in the patients best interest, for example, referral for specialist care and advice

The specific impact we will intend to have on the patients who use our services is an improvement in their dental health and future maintenance. The benefit of our service is that all treatments will be delivered to the highest standards following our ethical principles as set out but the GDC.


Legal Status

The legal status of Redhead Orthodontics is the trading name for ARKR limited. The director of the company is Alex Redhead and Karen Redhead

All professional members of staff who are providing dental advice/treatment to patients will maintain full registration under the GDC guidelines to include medical indemnity insurance. All clinical and non clinical staff will have up to date CRB checks & photographic identification i.e passport/driving licence.


Alex Redhead the Orthodontist will carry out diagnosing disease and prepare comprehensive treatment plans

The following treatments will be referred to outside specialists when required


Complicated endodontic treatment/oral surgery/periodontal surgery/patients who need to be treated under general anaesthesia, inhalational and intravenous conscious sedation and implants.



Redhead Orthodontics operates from 2 locations in Portland Place and Fulham.


The practice is committed to promoting the conservation, sustainable management and improvement of the environment and to minimising the environmental impact of its activities. The practice aims to achieve this by:


  • Taking sustainable development into account in its policies, plans and decisions
  • Encouraging its staff to work in an environmentally responsible manner and to play a full part in developing new ideas and initiatives
  • Encouraging its visitors and patients to take responsible action in terms of environmentally sustainable best practice
  • Minimising its consumption of natural resources.
  • Reduce carbon emissions where possible such as using low energy ways in which to interact with its partners
  • Seeking to reduce reliance on the private car
  • Choosing sustainable goods and services

The practice, working with its staff and suppliers, will:


  • Reduce emissions from its buildings through energy management such as turning off lights and equipment, reducing the temperature of the heating and using good standards of insulation
  • Maximise recycling arrangements
  • Minimise waste by reducing and reusing non-clinical products where appropriate
  • Reduce where possible clinical waste
  • Raise awareness of sustainable development at the practice
  • Reduce the printing of paper forms and records
  • Reduce business travel by promotion of video and telephone conferencing
  • Reduce water consumption
  • Comply with all environmental legislation and codes of practice

Other resources

 The practice aims to minimise its consumption of other resources, including dental materials, gas, paper, tissues, paper towels and other consumables.


The practice will encourage its staff members to use the appropriate internal and external recycling facilities provided for paper, cardboard, glass and plastics.


The practice will prefer suppliers who have sustainable policies and procedures.


Treatment Planning

Every patient is assessed to identify their individual needs and choices at the consultation appointment. Everyone has a written personalised care plan, which details their individual needs and choices. Everyone’s care plan is reviewed on an on-going basis with the involvement of the person. The assessment and care planning processes takes account of guidance and research relating to the care and treatment of patients.

Treatment plans are provided to all patients who need to have treatment and informed consent is always obtained and recorded before treatment is commenced.

Any variations to the treatment plan are noted on the treatment plan and the patient is asked to sign to confirm acceptance before the varied treatment is carried out.


Patient Payment

The practice is committed to providing a high standard of treatment and service to our patients whilst ensuring that treatment fees are collected on time. Team members are expected to make every effort to avoid a difficult situation arising with a patient over payment of fees. The use of court action or debt collectors as a means of obtaining settlement of outstanding accounts will only be considered when all reasonable steps to obtain payment have first been taken in writing.

Patients will be made aware of the fees, payment methods and conditions when their appointments are made. Private patients will be asked to sign a private treatment plan and estimate. It will be explained to all fee-paying patients when they will be expected to pay fees with the full balance due at the final appointment. Hygiene appointments, a 50% deposit at booking and a 25% deposit for materials covering any laboratory work In case of an outstanding fee after the end of treatment the following procedure will be followed:


  • The patient will be mailed a bill by first class post
  • If the bill is not paid within 4 weeks a second bill will be sent
  • If the account is still outstanding 2 weeks after the second bill, a reminder will be sent by mail asking for payment by return

Review for any further treatment will then be assessed by the practice Requirement where the service provider is a body other than a partnership

People who use services have their needs met because the management is supervised by an appropriate person. This is because providers who comply with the regulations has a nominated individual who:


  • Is of good character
  • Is physically and mentally able to perform their role
  • Has the necessary qualifications, skills and experience to supervise the management of the regulated activity
  • Requirements relating to registered managers


People who use services have their needs met because it is managed by an appropriate person. This is because should the provider elect a Registered Manager he or she will:


  • Be of good character
  • Be physically and mentally able to perform their role
  • Have the necessary qualifications, skills and experience to manage the regulated activity
  • Registered person: training


People who use services have their care, treatment and support needs met because there is a competent person leading the service. This is because the providers who complies with the regulations will undertake appropriate training.


Violence and Aggression at Work

The practice is committed to providing a safe working environment by minimising the risk of violent and aggressive behaviour at work. The working environment is defined as the practice premises and other premises where work is undertaken as part of the person’s official duties including, travelling to and from the other than practice premises. The practice defines violence and aggression as ‘any incident in which a person is abused, threatened or assaulted in circumstances relating to their work’ including threats against the practice staff, verbal abuse (shouting, swearing, rude gestures) psychological abuse or physical attacks.


Patient Complaints

Complaints Handling Policy

At Redhead Orthodontics we take complaints very seriously because we want all our patients to be happy with our services. Our reputation is very important to us and in the event of a complaint we will ensure prompt action to ensure the matter is resolved as quickly as possible. As with all our services we want to handle your complaint in the same manner as we would want our own complaints dealt with.


We really would like to encourage our patients to give us feedback when they are unhappy as this will really help us improve the services that we provide to you.|


Please be assured that any complaint will be dealt with in a confidential, caring and sensitive manner and will not have a negative effect on your treatment.


The person with overall responsibility for dealing with complaints is the Practice Owner/Manager – Alex Redhead. However, you should not hesitate to raise any matter with any member of the practice team in the first instance.


On receipt of your complaint we will endeavour to respond in writing or by phone as soon as possible. If we cannot sort your complaint immediately then we will endeavour to send an acknowledgement letter within 3 practice working days and never any later than 10 practice working days. We will keep in contact with you regularly so than we can update you with the progress of our investigation. We will keep in touch with you by phone and give reasons for any delays and the likely period within which the investigation will be completed. The full response may initially be given at a meeting or by telephone if the patient prefers, and then confirmed in writing.


If, however, we have failed to satisfy your complaint then you may wish to refer the matter to


The GDC Dental Complaints

The Care Quality Commission – telephone 03000 616161 – 103-105 Bunhill Row, London, EC1Y 8TG

The Dental Complaints Service (private treatment only) – telephone 08456 120540 The Lansdowne Building, 2 Lansdowne Road, Croydon, Greater London, CR9 2ER


We will do everything possible to satisfy your complaint but In the event that we can’t and matters proceed to legal processes against the practice, we may need to provide information about the patient and the treatment received to our dental defence organisation, insurers and legal advisors in strict accordance with our Data Protection Policy.




Request an Appointment

0207 637 0777