Boston Bay Family Dental Patient Rights Policy

Boston Bay Family Dental has developed the following practice specific charter of patient rights that is consistent with the Australian Charter of Healthcare Rights.

Boston Bay Family Dental Charter of Patient Rights

Appointments:

Boston Bay Family Dental aims to provide patients with appointments to meet their treatment needs. It is requested patients make an agreed appointment time and date to assist the scheduling process, notifying the practice where this appointment cannot be met. To assist you in providing us with this information we contact patients by:

  • Recall system

  • Telephone call reminder

  • SMS reminder

  • Email reminder

The cancellation policy requires 24 hours' notice for cancellation of an appointment. Should the patient cancel without the required notice period, it is at the treating dentist's discretion as to whether a cancellation fee is to be charged, and if so, what this amount may be.

In the event we are unable to accommodate a patient's request for an appointment at a specific time/date, consultation with the

treating dental practitioner will be sought.

Safety:

All patients are required to complete a full medical and medication history as accurately and completely as possible to allow practitioners and staff to identify any circumstances that may increase the risks associated with dental care.

In the unlikely occurrence of an adverse event, dental practitioners at Boston Bay Family Dental have a responsibility to be open and honest in communications with the patient involved, and families or carers if applicable.

It is the responsibility of the registered dental practitioner, in accordance with the Dental Board of Australia's Code of Conduct for Registered Health Practitioners, to explain to the patient what happened and why, as well as offering support and advice with regard to how the situation can best be resolved or managed.

Open Disclosure:

Upon recognizing the occurrence of an adverse event, the dental practitioner will follow our Open Disclosure Process, which aligns with the Australian Commission on Safety and Quality in Healthcare's Open Disclosure Framework, as outlined below:

  • Act immediately to rectify the problem, if possible, including seeking any necessary help and advice.

  • Explain to the patient, in sufficient detail, so the patient understands what has occurred, including the anticipated short-term and long-term consequences.

  • Acknowledge any patient distress and provide appropriate support.

  • Develop a future management plan for the patient if required.

  • Ensure that the patient has access to information about the process for making a complaint.

Sufficient detail is to be recorded in patient records to reflect the information provided to the patient about the incident, associated risks, and likely consequences. The dental practitioner will notify the occurrence of the adverse event to their professional indemnity insurer, consistent with the clauses of their policy.

Respect:

Boston Bay Family Dental values all patients as unique individuals and hopes that at all times we can provide dental treatment in a manner that is respectful of their culture, beliefs, values, and personal characteristics. Patients are asked to reciprocate this respect by being mindful of all staff and other patients.

Communication and decision-making:

Boston Bay Family Dental respects the patient's right to receive adequate information to make informed decisions regarding their healthcare. Consequently, all staff should continually demonstrate a commitment to providing patients with accessible and understandable information about their treatment and treatment options, including costs, proposed medications, and risks involved. We do expect patients to actively participate in decisions and choices about their treatment and dental needs, involving family or carers where required. This should also include maintaining suitable evidence that patients are fully informed about their proposed treatment and have been a partner in the development of their treatment plan. Such evidence will be monitored through the practice's records monitoring and review processes.

Informed Consent Process:

The initial examination of a patient shall be considered 'implied consent' to that procedure based on the booking of an appointment, attendance, and the patient allowing the physical examination to occur. Any subsequent treatment shall require the patient to make an informed decision and consent to the treatment either verbally or in writing, depending on the procedure and associated risks. The dental practitioner who is to perform the treatment is responsible for the following informed consent process in line with the Dental Board of Australia's Code of Conduct for Registered Health Practitioners.

A patient will be:

  • Informed (or receive information in some other way) about what procedure is being proposed.

  • Informed (or receive information in some other way) about the possible risks and benefits of the treatment in a form or manner they can understand.

  • Informed of the risks and benefits of all options.

  • Afforded the opportunity to ask questions and receive answers that meet with their satisfaction.

  • Afforded sufficient time (if needed) to discuss the plan with their family, carer, or advisor, especially for complex treatment plans.

  • Fully informed of and comprehending the cost of treatment.

  • Able to use the information provided to help them make a decision they believe is in their best interest, in the absence of any coercion from the dental practitioner.

  • Afforded the opportunity to communicate their decision to the dental practitioner either verbally or in writing.

Dental practitioners are required to provide relevant documentation to the patient about the proposed treatment. The practice also requires dental practitioners to use their clinical judgment to determine where written consent is required from the patient and/or carer. Dental practitioners shall take into account additional considerations regarding guardianship arrangements for consent matters when dealing with vulnerable patients.

Sufficient detail is to be recorded in patient records to reflect the information provided to the patient associated with their treatment options and the treatment plan, which is ultimately agreed upon.

Informed consent documentation:

All informed consent documentation used is reviewed at regular intervals, and any updates to these documents are designed to improve patient understanding and the quality of care provided.

Privacy:

In accordance with the privacy law, Commonwealth Privacy Act 1988, the Dental Board of Australia's Code of Conduct for Registered Health Practitioners, and the Office of the Australian Information Commissioner- Australian Privacy Principles, a patient can expect their personal health and other information will be collected, used, disclosed, and stored in accordance with relevant laws about privacy, and this information will remain confidential unless the law allows disclosure or the patient directs us to release the information.