Patient Information

Statement of Purpose

In accordance with the
Requirements of The Health and
Social Care Act 2008
(Regulated Activities) Regulations
2014

For Registration with the Care Quality Commission as an
Organisation

Date of Issue 28/08/2019

Revised and Updated 18.05.2026

Aims and Objectives

This dental practice consists of dedicated and professional employees. We
strive to be acknowledged by our clients, suppliers and regulators as a leader in
our sector. This will be achieved by ensuring that we recruit and train highly
professional staff whose ambitions are to exceed client expectations.

Our Aims:

We aim to provide dental care and treatment of consistently good quality for all
patients and only to provide services that meet patients’ needs and wishes. We
aim to make care and treatment as comfortable and convenient as possible. In
addition we aim:

  • To understand and exceed the expectations of our clients
  • To both motivate and invest in our team and acknowledge their value
  • To encourage all team members to participate in achieving our aims and objectives
  • To clearly set and monitor targets in all areas
  • To invest in property, equipment and technology and to innovate processes based on a measured business case

Our Objectives:

The objectives of the practice are to deliver a service of high standard in line
with professional standards:

  • To be accountable for individual and team performance
  • To support each other in achieving patient expectations
  • To maintain the highest professional and ethical standards
  • To rapidly respond to the needs of our team and our patients
  • To encourage innovation, ambition, enterprise and continuous improvement
  • To ensure staff are trained and competent through investment and personal development

This is achieved by offering patients a personal service, integrating the highest
quality products with the latest proven techniques and protocols.

Patients are treated with honesty and integrity, in complete confidence and the
utmost discretion, in comfortable surroundings, at a reasonable cost.

The practice complies with the requirements of the Advertising Standards
Authority and ensures that any advertisements reflect the true nature of services
offered.

Services Provided

The regulated activities provided include:

  • Treatment of disease, disorder or injury
  • Surgical procedures
  • Diagnostic and screening procedures

This practice offers dental services to all its patients which consist of:

  • Preventive advice and treatment
  • Routine and restorative dental care
  • Root canal treatment
  • Dental hygiene
  • Surgical treatment
  • Tooth whitening
  • Crown and bridgework
  • Implants
  • Restorative dentistry
  • Orthodontic treatments

Name, Address and Contact Details of the Service Provider

and the Registered Manager

Service Provider/Clinical Dental Director is:

Dr Alex Al-Shaikh

Registered Manager:

Dr Alex Al-Shaikh

Contact details for Dr Alex Al-Shaikh;
Address- 26 Beauchamp Place, Knightsbridge, London, SW3 1NJ
Phone number- 020 3981 2668
Email Address- info@maisondental.co.uk

Location of Service Provision

Location 1- Maison Dental, 26 Beauchamp Place, Knightsbridge, London, SW1 3NJ.
Location 2- Maison Dental, Floor 2, The Chambers, 13 Police Street, M2 7LQ.

Employed Staff within the Practices:

  • Dr Alex Al-Shaikh

Principal Dentist

  • Emma Hirst

Business Manager

  • Anna Kotsinis Receptionist

Facilities within the Premises-

  • Maison Dental Practices are well located on main bus routes and within walking distances to local train stations
  • Our patient lounges provide comfortable waiting spaces
  • We have purpose-built decontamination facilities to assure Best Practice standards of infection control
  • We use a dedicated OPT machine
  • We employ digital imaging for instant radiography at the lowest dosage Making an appointment – all patients are seen on an appointment basis.

Appointments can be made by our friendly reception team.

Cancellation Policy – at least 48 hours’ notice is required of a cancellation
otherwise a charge will be made, which will be based on the circumstances of
the patient and at the practice’s discretion. For cosmetic appointments we
require ten days’ notice of cancellation, please see our terms and conditions for
more information.

Smoking Policy – in order to provide a safe and smoke free environment for
staff and patients, the establishment is a no smoking area.

Methods of Payment/Credit – all major credit/debit cards are accepted. We
offer finance packages for larger treatment amounts and we also offer payments
via payment link or bank transfer.

Mobile Phones – Patients are requested not to use mobile phones within the
building

Car Parking – there are on street parking facilities near the practices however
for our patients we do recommend the use of public transport wherever
possible.

Client Centred Care – we care about providing the right treatment for patients/
clients, so treatments and procedures are only carried out after fully discussing
the pros and cons with the patient.
Consultations – all consultations are carried out in person with patients/clients,
by qualified personnel in the privacy of the consultation/treatment room.
Records of all consultation and treatments are recorded in patient files.
At the initial consultation, a medical history will be taken and an outline of the
problem the patient presents with. They will be given information on any planned
procedure and all alternatives will be discussed, and consent obtained prior to
commencement.
Patient/Client Records –the details of patients/clients are taken at the initial
consultation which also form part of the patient/client records.

Information provided to the Patients/Clients – this practice ensures that
information provided to patients/clients and prospective patients and their
families/carers is accurate and that any claims made in respect of services are
justified. This is in the form of a Patient Information Leaflet.
Treatment of Children – we do provide treatment for children at our clinics. We
will expect minors to be accompanied to the practice by their parents.
Consent – the practice operates a consent policy which will be issued following
the first consultation for the patient to read and understand prior to proceeding
with any treatment.
Patients have the right to make their own decisions regarding medical treatment
and care. Prior to the commencement of treatment, patients will be required to
sign a form of consent.
Consent to treatment must always be given freely and voluntarily by a person
capable of making decisions regarding the treatment. Those with a learning
disability must be accompanied by a parent or guardian who will sign the
consent form on their behalf.
Patient Surveys – the practice will obtain the views of its patients/clients at
least once during their course of treatment, and use these to inform the
provision of treatment and care of prospective patients. All patients are asked to
leave feedback via google review. Google reviews are available for the CQC to
read and the practice regularly reviews and responds to reviews.
Privacy and Dignity of Patients – The privacy and dignity of patients are
respected at all times. This practice has a policy of patient confidentiality and all
information and records are kept safe and confidential. There are facilities for
patients to have private conversations with the clinical and reception staff.
Checklist for Consultation – We will explain the procedure to the patient and
give them an opportunity to ask questions. We will explain what we are doing at
each stage of the procedure.
If a chaperone has been present, we will record the identity of the chaperone in
the notes and any other relevant issues or concerns immediately following the
consultation.
Covid19 Pandemic- Following the COVID19 Pandemic we have taken all
additional measures and precautions to ensure our patients and staff are kept
safe. We have enhanced our already robust cleaning protocols/policies, cross
infection control protocols/polices, personal protective equipment protocols/
policies and have implemented measures to ensure that social distancing can
be maintained in both of clinics. If you have any concerns or would like more
information about our policies and procedures please speak to a member of the
reception team or the Practice Manager, Emma.
Complaints Procedure – This practice operates a complaints procedure as part
of its dealing with patients’ complaints which complies with the Care Quality
Commission requirements.
Patients are asked that in the event of any complaint, to speak directly or write
to the Nominated Complaints Lead Emma Hirst. Patients who require further
advice regarding the complaints process should direct their enquiry to the
Practice Manager who, when applicable, will recommend the services of an

independent advocate. A copy of the complaints process is held in the waiting
room.
What we shall do – Our complaints procedure is designed to make sure that we
settle any complaints as quickly as possible. We shall acknowledge complaints
within 2 working days and aim to have looked into the complaint within 10
working days of the date when it was raised. We shall then be in a position to
offer an explanation or a meeting as appropriate. If there are any delays in the
process we will keep the complainant informed.

When we look into a complaint, we shall aim to:

  • Find out what happened and what, if anything, went wrong
  • Make it possible for the complainant to discuss the problem with those concerned
  • Identify what we can do to make sure the problem does not happen again.

At the end of the investigation the complaint will be discussed with the
complainant in detail, either in person or in writing.
Complaining on behalf of someone else – the rules of medical confidentiality
will be adhered to if the complaint is received on behalf of someone else. A note
signed by the person concerned will be required, unless they are incapable (e.g.
because of illness) of providing this to allow the complaint to be investigated. If
the complaint is not resolved to the patient’s satisfaction, the patient will be
advised to write to:

Care Quality Commission
Healthcare Team
Citygate – Gallowgate
Newcastle-upon-Tyne
NE1 4PA
Email: info@cqc.org.uk
Website: www.cqc.org.uk

Help us to get it right – we constantly try to improve the service we offer, so we
will encourage patients/clients to let us know when we have done something
well or if there are any suggestions as to how we can do something better.

Signed: Dr Alex Al-Shaikh

Date: 18.05.2026

SIGN

Patient Information Policies

Contents

New Patient Acceptance Policy
Access & Emergency Treatment Policy
Accessible Information Standard (AIS)
Patient Confidentiality & Data Protection
Patient Feedback and Complaints
Cancellations, Failed and Missed Appointments
Cold Sore Policy
Patient Involvement Policy
Code of Good Practice Policy
Practice Payment & Charges Policy
Payment & Refund Policy
Bad Debt Policy
Zero Tolerance Policy

New Patient Acceptance Policy

We accept all fee-paying patients on a private basis.
The practice does not refuse to treat anyone on the grounds of:

  • Race
  • Religion
  • Gender
  • Sex
  • Age
  • Sexual orientation
  • Appearance
  • Disability
  • Medical or Dental Condition

Continuity of Care

You will be advised which dentist you will be seeing when you book your first appointment.
In subsequent appointments, you will be offered the first available dentist unless you request for a
particular dentist, we will try our best to accommodate you.
Some of our practices have only one dentist, however in any circumstance that we must place a
locum dentist in that site (e.g. illness, holidays) you will be advised of this change.

Access & Emergency Treatment Policy
Maison Dental is open to treat patients during the following hours;
Monday: 12.00-19:00
Tuesday: 12.00-19:00
Wednesday: Closed
Thursday: 12.00-19:00
Friday: 12.00-19:00
Saturday: 12.00-19:00
Patients who feel they have a dental emergency will be assessed at the point of contact (either
over the telephone or face-to-face at reception). The practice is under no obligation to see patients
with toothache. Toothache on its own is not always classified as a dental emergency, but we will
triage symptoms to determine whether urgent care is required.
At Maison Dental Knightsbridge, we will endeavour to see patients with pain, swelling or trauma
within 48 hours of initial contact. This applies to patients who attend for examinations on a regular
basis. If we are working at full capacity at any given time, we will manage the patient and refer
them to another service if necessary.
Patients who are currently undergoing treatment and who have pain or swelling will be offered an
appointment within 24 hours of initial contact.

During out-of-hours, there is an answer phone message advising patients of help available. Details
of our out-of-hours arrangements will also be displayed at the entrance to the practice. This
information will always be correct and up to date.
If you are a private patient and have a dental emergency out of hours, please WhatsApp 07704
335514 where you will be put through to an emergency dentist on call.
Please note we cannot guarantee it will be your usual provider as emergency cover out of hours
may be on a rota basis between other registered private practices within the UK.

Definition of emergency

Fractured jaws – affects speech, teeth may not meet properly, swelling inside mouth, limited
mobility, pain etc. Most commonly happens after an accident, blow to chin etc.
Uncontrolled Bleeding – Any bleeding that cannot be controlled by firm continuous pressure from
a pack for 10 minutes may need suturing. Most commonly happens after extraction, due to
infection or alcohol, aspirin, drugs etc.
Loss of consciousness – No matter how brief, anyone who was unresponsive may have suffered
internal brain damage that could worsen if left without investigation. Most commonly happens
after a blow the head or accident.

Accessible Information Standard (AIS)

We will ask every patient about their communication needs and record:

  • Preferred communication format
  • Language requirements
  • Need for an interpreter
  • Sensory, cognitive, or learning support needs

Examples of accessible formats:

  • Large print
  • Easy-Read
  • British Sign Language interpreter
  • Email or text communication
  • Written summaries
  • Use of translation services

Accessible communication needs are flagged in patient records and followed at every contact.

Patient Confidentiality & Data Protection
All patient information is handled in line with:

  • UK GDPR

  • Data Protection Act 2018
  • NHS code of confidentiality

Patients are informed about:

  • How their information is used
  • Their right to access their dental records
  • How to request corrections
  • How their data is stored and shared

Privacy notices are displayed in reception and on the website.

How We Ensure Information is Accurate and Up to Date

The Practice Manager will:

  • Review this policy annually
  • Check NHS fee posters every April
  • Update website information quarterly or when NHS guidance changes
  • Ensure staff receive training on new NHS rules
  • Remove outdated printed materials immediately

Patient Feedback and Complaints

Patients are informed of:

  • How to give feedback
  • How to raise concerns
  • Our NHS complaints procedure

External escalation routes including:

  • NHS England
  • Parliamentary and Health Service Ombudsman
  • GDC (for professional concerns)

Cancellations, Failed and Missed Appointments

It is inevitable that sometimes you may need to cancel or rearrange your dental appointments.
We would ask patients to give as much notice as possible when cancelling an appointment, so we
have the opportunity to offer it someone else although we do understand that during an emergency
this is not always possible.
Non-attendance and cancellations at short notice without a valid reason deprives other patients of
our services.
Appointments are often wasted as people do not attend. Over <insert total> appointments per
month are being wasted. These appointments could have been used by other patients.
The first time a patient fails to attend a booked appointment we will send a letter or e-mail
reminding them that in future they must cancel appointments if they are unable to attend.

After 3 instances of failed to attend letters or e-mails we will advise you that we will no longer be
able to book further appointments without prior payment to secure the appointment.
An appointment is considered to have been broken if any of the following occur:

  • the patient fails to show up for the appointment,
  • the patient appears more than 20 minutes late for a scheduled appointment, or

the patient calls to cancel an appointment with too little advance notice to allow that
appointment time to be rescheduled with another patient (48 hours will be considered to be
the minimum time necessary to avoid a broken appointment).
Patients who wish to cancel dental appointments must do so a minimum of 24 hours in advance of
their scheduled appointment. If less notice is given without a valid excuse, the appointment will be
considered to have been broken.

Cancellations due to illness

If you are showing symptoms of a stomach bug or a respiratory illness, including COVID, please let
us know so we can rearrange your appointment for when you are feeling better. This also helps to
keep our staff and other patients safe. The normal cancellation period will not apply in these
circumstances.

Cold Sore Policy

Cold sores are common for many people in the UK. Like all viruses, they are contagious and pose a
risk to others. The herpes simplex virus is spread through contact.
Cold sores usually emerge as a small ulcer like patch on or surrounding the lip line, they can come
up in a matter of hours and usually take between seven days and four weeks to heal, depending on
the severity. From the time they begin to emerge to the point at which they are fully healed, they
pose a contagion risk.
At Maison Dental we ask patients that if you have had a cold sore for less than 2 weeks, please
reschedule any non-emergency dental treatment or hygienist appointments until after this
contagious period has passed. This is not only because of the high risk of spreading the virus, but
also because your lips may feel sore and could crack or bleed during treatment.
If urgent dental treatment is required (you are in pain and need immediate attention), our dentists
will request that your cold sore is protected with a cold sore plaster to minimise the risk of cross-
infection during emergency dental treatment.
If you do get a cold sore and you have a dental or hygienist appointment arranged, please call the
practice with as much notice as possible, to reschedule any non-emergency treatment. You will not
be charged a late cancellation fee if you cancel due to a cold sore.

Drugs and Alcohol Policy

The safety of our staff and patients is of upmost importance.

Treating patient who are under the influence of drugs or alcohol can be dangerous for several
reasons including:

  • difficulty in gaining informed consent
  • the possibility that post-operative instructions will be forgotten
  • increased bleeding risk

If we suspect a patient is chemically impaired, either through alcohol or drugs, including
prescription drugs which may cause impairment, we will be unable to treat the patient and will ask
to reschedule the appointment.

Patient Involvement Policy

We actively involve all our patients in every aspect of their dental care and as a practice, we aim to
carry out the following;
To ensure discussions take place in an environment where conversations are not overheard,
and every effort is made to ensure the patient feels comfortable and relaxed.
To identify whether communication aids are required, including the use of interpreters, to
ensure that the patient fully understands explanations and discussions and can make
informed choices.
To identify patient treatment needs and treatment options, identifying also what they can do
to manage their care.
To discuss all care and treatment options, providing enough information on any risks involved
and potential consequences of each option and, where possible, identifying relevant
evidence, research, or experience.
To record discussions in the patient’s notes identifying the treatment needs, options
discussed and patient’s choice.
To record the reason for and outcome of diagnostic tests and assessments are explained to
the patient. These include, for example, radiographs, vitality tests, periodontal indices, and
pathology tests.
To ensure all staff at the practice understand the principles of patient confidentiality and
routinely follow the practice procedure for ensuring confidentiality of patient information.

Code of Good Practice Policy

At Maison Dental Knightsbridge, we listen to patients’ views and learn from them. We
communicate with patients in a courteous, friendly, and professional manner.
Patients are provided with the standard of care that we would expect to receive ourselves and we
make sure that patients receive full information about our services, their treatment and its cost.
We may refer patients for further professional advice and treatment where appropriate and we are
committed to ensuring that we keep our professional skills and knowledge up to date.
In our practice we will:

  • Respect our patients’ confidentiality

Aim to ensure that patients do not have to wait longer than 20 minutes to be seen.
Manage our appointments system so that treatment appointments are booked no more than
2 weeks ahead
Deal with every telephone call promptly – callers will not be asked to ‘hold’ without first
finding out why the call has been made
Deal with correspondence within 3 days of receipt
Provide patients with a treatment plan and estimate of costs for each new course of
treatment. Full and specific consent will be gained.Make patients aware of our policy for
collecting fees. Requests for payment will always be made courteously
Make the practice policy for dealing with complaints known to patients. All complaints will be
treated sympathetically and in accordance with the agreed procedures.

  • Provide the highest standards of infection control

Provide any emergency treatment required during practice hours as soon as is reasonably
practicable.

Practice Payment & Charges Policy
It is the responsibility of this practice to give patients full information about the cost of their dental
care before any treatment is undertaken.
A list of standard treatment charges is available at reception for privately provided treatments.
We will ensure that all patients:
Are advised of what they must pay, when they should pay and how they can pay (e.g. cash,
card, direct transfer)
Know what they will receive for their payment (i.e. what treatment or care)
Understand their treatment is provided privately
Are given a written estimate and treatment plan on request or where treatment involves more
than routine preventive examination and hygiene care
Understand their own responsibilities in terms of payment terms and how to avoid any
penalty for overdue fees (missed appointment charges, late payment etc)
Are not pressured into signing agreements or paying fees
Obtain a receipt for any payments they make, and can review their account details
Can talk to a staff member who can explain clearly what payments are due and what they are
for
Can discuss with staff what treatment options and costs are available
Are given an estimate where a precise cost cannot be determined in advance (e.g. laboratory
work) and will receive timely advice of any additional costs where appropriate
We try to make payment as straightforward as possible.
Payment & Refund Policy

Payment Method

All major debit and credit cards are accepted.

Change of Details

You must inform the practice immediately of any changes to your contact details. Failure to do so
will mean that we are not able to provide you with essential information and updates.

Cancellation of Courses of Treatment

If, for any reason, a course of treatment is cancelled, then we will make every reasonable effort to
give the patient as much notice as possible. Maison Dental’s maximum liability will be limited to a
refund of the advance payment fee ONLY. Refunds will be made by the method in which the
treatment booking was paid. We will not accept liability for any additional costs or losses incurred
by a patient or organisations, which are claimed to have arisen through treatment cancellation. We
reserve the right to vary arrangements for the delivery of a treatment plan and in such cases will
make reasonable efforts to inform patients in advance.

Cancellation by the Patient

You may cancel a course of treatment for which you have booked an appointment and be fully
refunded all fees for treatment not yet performed; provided you give the practice a minimum of 24
hours prior notice.
If 48 hours prior notice is not received, we reserve the right to withhold a proportionate amount of
money, based upon the length of the appointment, to cover overheads.
We will refund the money to patients who wish to discontinue treatment at any time. A notice
period of 14 days is required upon which they will be eligible for a refund of any amount paid for
treatment that they did not receive.
If a patient is receiving any treatment that involves laboratory work and initial work has been
carried out; i.e. if the patient is having crowns/bridges or a denture made, and the work has already
been started or completed by the laboratory, a proportion of the fee taken on the preparation
appointment will be kept to cover the cost of the laboratory invoice.
Refunds will be processed within 14 days after receipt of your request in writing either by e-mail or
post.
If you have paid for services not yet provided, that does not involve a laboratory fee, we will either
credit your account or refund the transaction paid by the method of which the original payment
was made. If the method was cash and you are unable to collect the refund in person, it will be
posted to you in the form of a cheque.

Bad Debt Policy

This practice maintains a strict payment policy where all payments for dental treatment should be
paid in full prior to completion of treatment.
It is the discretion of the treating dentist as to whether the full payment is required before the start
of treatment. Payments can be made by cash or by debit card. Credit card payments will also be
accepted.
Card payments can be taken over the phone. If for whatever reason the fees are not paid, the
practice will inform the patient via a text message/letter or email that there is money outstanding
on their account and to refer to our payment policy.
A second text message, letter or email will then be sent requesting immediate payment if payment
is not paid within a seven-day period. If there has been no contact or payment within the next

seven-day period than a third text message will be sent warning of losing the right to be seen at the
practice with immediate effect.
If payment is not made within further 24 hours, we will use a debt recovery company to recover the
debt outstanding.

Zero Tolerance Policy

Staff treating patients have the right to work free from any threat or fear of abuse, sexual
harassment, violence or forms of aggression.
Unacceptable behaviour which will not be tolerated within the dental practice includes:

  • Actual or threatened physical violence on staff or other patients.
  • Psychological abuse of staff
  • Verbal abuse, which includes shouting or swearing
  • Racial abuse
  • Sexual harassment or abuse

Threats against practice personnel which occur in the workplace.

  • Theft or damage of practice property
  • Taking drugs or alcohol on the premises

If any patient is abusive or violent towards any staff member or other persons on the practice
premises, the practice retains the right to have the patient removed from their list. In extreme
cases, the police may also be contacted.
All incidents must be reported to Emma Hirst and recorded within the Significant Events Log. Any
injuries will be recorded in the accident book.

Document Control

Title:

Patient Information Policies

Author/s:
DCME Team

Owner:
DCME Team
Approver:
DCME
Date Original
Approved:

4.4.22

Review Date:
November 2025
Next Review Date:
November 2026

Change History

Version
Status
Date
Author /
Editor
Details of Change
(Brief detailed summary of all updates/changes)
0.1
Draft
4.4.22
HD

0.2
Draft
13.02.23
HD
Added section on NHS patients and waiting lists
0.3
Draft
27.02.23
HD
Added a bit more information regarding NHS exemptions to the new
patient acceptance policy
0.4
Final
17.04.23
HD
Added the Code of Good Practice Policy
0.5
Final
14.09.23
HD
Added details on NHS acceptance for the different regions of the UK.
0.6
Final
12.11.24
HD
Added policy for drugs and alcohol,
0.7
Final
NOV
2025
PG
Additional sections for Confidentiality, GDPR and AIS added

The latest approved version of this document supersedes all other versions, upon receipt of the
latest approved version all other versions should be destroyed, unless specifically stated that

previous version(s) are to remain extant. If any doubt, please contact the document Author.

Approved By: Alex Al Shaikh, Emma Hirst
Date Published: 14/05/2026

Safeguarding Policy

Maison Dental Ltd.
Policy Owner and Registered Manager: Dr Alex Al-Shaikh

Safeguarding Lead: Emma Hirst

Effective Date: October 2019

Review Date: 18.05.2026

1. Purpose

Maison Dental is committed to safeguarding and promoting the welfare of all patients,
including children, young people, and vulnerable adults. We recognise that dental
professionals are in a unique position to identify concerns relating to abuse, neglect,
exploitation, or harm.
This policy outlines the practice’s commitment to:

  • Protecting patients from abuse, neglect, and harm
  • Responding appropriately to safeguarding concerns
  • Ensuring all team members understand their safeguarding responsibilities
  • Working with external agencies when concerns arise
  • Maintaining a safe and supportive environment for patients and staff

2. Scope

This policy applies to all:

  • Dentists
  • Dental nurses
  • Hygienists and therapists
  • Reception and administrative staff
  • Practice managers
  • Temporary staff, trainees, and volunteers
  • Contractors working within the practice

3. Definitions

Child

A child is anyone under the age of 18.

Adult at Risk / Vulnerable Adult

An adult who may be unable to protect themselves from abuse, neglect, or exploitation
due to illness, disability, mental health condition, age, or other circumstances.

4. Types of Abuse

Staff should be aware of the following forms of abuse:

  • Physical abuse
  • Emotional or psychological abuse
  • Sexual abuse
  • Neglect or acts of omission
  • Financial or material abuse
  • Domestic abuse
  • Discriminatory abuse
  • Modern slavery
  • Female genital mutilation (FGM)
  • Grooming or exploitation
  • Self-neglect Possible indicators may include unexplained injuries, poor oral hygiene linked to neglect, fearful behaviour, repeated missed appointments, or concerning interactions

between patients and carers.

5. Safeguarding Lead

The practice has appointed a Safeguarding Lead responsible for:

  • Providing safeguarding advice and support
  • Maintaining safeguarding records
  • Liaising with external safeguarding agencies
  • Ensuring staff training is completed and up to date
  • Reviewing safeguarding procedures regularly

Safeguarding Lead Details

Name: Emma Hirst

Role: Practice Manager

Contact Number: 07960580780

6. Staff Responsibilities

All staff members must:

  • Complete safeguarding training appropriate to their role
  • Remain alert to signs of abuse or neglect
  • Report concerns immediately to the Safeguarding Lead
  • Record concerns accurately and confidentially
  • Treat all safeguarding concerns seriously
  • Respect patient dignity and confidentiality No staff member should attempt to investigate concerns themselves.

7. Responding to Concerns

If a safeguarding concern arises, staff should:
1. Stay calm and listen carefully
2. Reassure the individual without making promises of confidentiality
3. Avoid leading questions

4. Record factual information promptly
5. Report concerns immediately to the Safeguarding Lead
6. Contact emergency services if someone is at immediate risk of harm
Where appropriate, referrals may be made to:

  • Local authority safeguarding teams
  • Social services
  • Police
  • NHS safeguarding services

8. Record Keeping

Safeguarding records will:

  • Be accurate, factual, and dated
  • Include observations and disclosures
  • Be stored securely and confidentially
  • Be shared only with relevant professionals on a need-to-know basis

9. Confidentiality and Information Sharing

Patient confidentiality will be respected at all times. However, information may be
shared without consent where there is concern that a child or vulnerable adult is at risk
of significant harm.
Information sharing decisions will follow relevant legal and professional guidance,
including GDPR and NHS safeguarding guidance.

10. Safer Recruitment and Training

The practice is committed to safer recruitment practices and will:

  • Obtain appropriate references
  • Carry out DBS checks where required

  • Provide safeguarding induction for new staff
  • Ensure regular safeguarding refresher training Training records will be maintained by the Practice Manager.

11. Chaperones

Patients may request a chaperone for examinations or treatment. Staff may also
recommend a chaperone where appropriate.
All chaperones must understand their role and maintain patient confidentiality.

12. Whistleblowing

Staff are encouraged to raise concerns regarding unsafe practice, misconduct, or
safeguarding failures.
Concerns may be raised with:

  • The Practice Manager
  • The Safeguarding Lead
  • Relevant professional or regulatory bodies No staff member will suffer discrimination or victimisation for raising genuine concerns.

13. Related Policies

This policy should be read alongside:

  • Confidentiality Policy
  • Complaints Policy
  • Health and Safety Policy
  • Equality and Diversity Policy
  • Infection Prevention and Control Policy

  • Recruitment Policy

14. Review

This policy will be reviewed annually or sooner if legislation, guidance, or practice
procedures change.

Practice Contact Information

Practice Name: Maison Dental Ltd.

Address: 26 Beuachamp Place, Knightsbridge, London, SW3 1NJ. Floor 2, The
Chambers, 13 Police Street, Manchester, M2 7LQ.

Telephone: 0113 2818873

Email: info@maisondental.co.uk

Equality & Diversity and Accessible Information Standards Policy

Contents

Overview
Responsibilities
Definitions
Accessible Information Standards
Making Reasonable Adjustments
Understanding Patient's Needs and Cultures
Guide Dogs/Hearing Dogs
Interpreting Service

Overview

Our vision is to be a successful, caring and welcoming place for patients to receive dental care and
advice. We aim to create a supportive and inclusive environment where all staff can reach their full
potential, providing care in partnership with patients, free from prejudice and discrimination. We
are committed to a culture where respect and understanding are fostered, and the diversity of
people’s backgrounds and circumstances will be positively valued.
This policy also seeks to ensure that no staff member is victimised or subjected to any form of
bullying or harassment in the workplace. All members of staff have the right:

  • To work in an environment free from discrimination, harassment, and bullying
  • To have equal access to training, career development and promotion opportunities

To seek redress without fear of victimisation when they perceive they have been
discriminated against, harassed or bullied in the workplace.
While specific responsibility for eliminating unlawful discrimination and providing equality of
opportunity rests with the Practice Manager, all staff will treat others with dignity and respect.
This policy will help us to achieve this vision.

Responsibilities

Practice Manager – Emma Hirst

  • Has overall accountability

Clinical Staff

  • Identify and record communication needs during consultations
  • Ensure adjustments are implemented during care delivery

Reception and Admin Staff

  • Ask, record and act on information and communication needs
  • Ensure alerts are visible when appointments are booked

All Staff

  • Comply with this procedure
  • Treat patients with dignity, respect and confidentiality

Definitions

Equality is about creating a fair society where everyone can participate and fulfil their potential. It is
backed up by legislation designed to address unfair discrimination on the grounds of gender,
gender reassignment, partnership status, caring status, ethnicity, disability, age, sexual orientation
and religion or belief.
Diversity is about recognising and valuing differences in their broadest sense. It is about creating a
culture and practices that recognise, respect, value and valuing differences for the benefit of the
organisation, its employees, patients and other service users.
Human Rights are about fairness, respect, equality, dignity, and autonomy in how people are
treated and the services provided.
Discrimination is any form of unfavourable treatment. We recognise that any discrimination is
harmful and often illegal. Through this policy, through training, and by example, we wish to
demonstrate that we do not tolerate discrimination by anyone working in this practice.
Sex discrimination is any form of treatment which is unfavourable and which is gender or marital-
related. Discrimination according to sex is illegal under the terms of the Equality Act 2010. The Act
applies equally to both men and women. Sex discrimination is when one person is treated less
favourably on the grounds of a person’s sex than a person of the other sex would be treated under
similar circumstances, and can be direct or indirect.
Sexual harassment is a form of sexual discrimination. It can be defined as unwanted conduct of a
sexual nature or other conduct based on sex, which affects the dignity of those who work in the
practice. This can include unwelcome physical or verbal conduct.
Race discrimination is any form of unfavourable treatment related to colour, race, or nationality.
Discrimination based on race is illegal under the terms of the Equality Act and can be either direct
or indirect.

Racial harassment is a form of racial discrimination and might involve racist jokes, insults, etc.
Religious discrimination is where a person is treated less favourably because of their religious
beliefs. The Equality Act 2010 enables employees who feel that they have been discriminated
against based on religious belief or political opinion (where this qualifies as a philisophical belief)
to act against an employer.
Disability discrimination is when a person is treated less favourably because of their disability.
Occasionally, a disability can limit a person’s ability to perform some forms of employment.
Discrimination occurs when an individual's treatment is unfavourable due to their disability.
Age discrimination occurs when a person is treated less favourably based on their age. The
Equality Act 2010 requires employers to foster a workplace culture in which discrimination and
harassment on the grounds of age are unacceptable.
Harassment is a form of discrimination where a person is made to feel uncomfortable because of
race, disability, age or religion. It may involve action, behaviour, comments or physical contact
which is found offensive, objectionable or intimidating by the recipient.
Victimisation occurs when an employer treats an employee less favourably than other employees
because they have brought or threatened to bring proceedings, or given evidence or information,
against the employer regarding the Equality Act 2010.
The right to have equal pay provides equality in terms of an employee’s contract where they are
employed to perform work which is rated equivalent to that performed by a member of the
opposite sex. This is founded on the provisions of The Equality Act 2010.

Legal responsibilities

The rights of our patients and our staff with regard to discrimination are protected by anti-
discrimination legislation, including:

  • The Equality Act 2010
  • The Dentists Act 1984 (Amended 2016)
  • Part-time Workers (Prevention of Less Favourable Treatment) Regulations 2000
  • Employment Rights Act 1996.
  • The Human Rights Act 1998

By adopting this policy, we accept our responsibility to ensure that discrimination does not occur
and everyone is treated fairly and equally.
We are committed to tackling health inequalities and will:
Seek to provide services that meet the requirements of individuals and communities fairly,
equitably and in a non-discriminatory way.

  • Seek to embed the principles of fairness, respect, equality, dignity, and autonomy in all we do.
  • Consider the needs of communities when planning and delivering our services.
  • Consult, engage, involve and work in partnership with communities and individuals.

Be accessible and flexible when providing our services, considering the differing needs of
individuals and communities.
Equality impact: Assess our policies, programmes, and processes and take action to address
adverse impacts where they are identified and where possible.

Monitor and evaluate our services to ensure they meet the needs of our patients, carers and
family members.
If you feel you are the subject of discrimination or harassment, let the perpetrator know how you
feel verbally or in writing, asking them to stop the behaviour (if you feel able to). Keep a record of
the incidents, raise the issue with the Practice Manager and submit a written complaint if the
matter is not resolved. All allegations are taken seriously. Please also see our Whistleblowing and
Freedom to Speak Up and Sexual Harassment Policy for further information and support options.

Other advice and support on discrimination

Employees may contact their employee or trade union representative if access to such an
individual is possible.
Other contacts include:

Equality and Human Rights Commission

Manchester: Arndale House, The Arndale Centre, Manchester, M4 3AQ
London: Fleetbank House, 2-6 Salisbury Square, London, EC4Y 8JX
Cardiff: Block 1, Spur D, Government Buildings, St Agnes Road, Gabalfa, Cardiff, CF14 4YJ
Glasgow: 151 West George Street, Glasgow, G2 2JJ
Helpline Telephone Number: Phone: 0808 800 0082
Website: www.equalityhumanrights.com

Citizens Advice Bureau

3rd Floor North, 200 Aldersgate Street, London, EC1A 4HD
Website: www.citizensadvice.org.uk

Accessible Information Standards

Overview

While the Accessible Information Standards are only mandatory for practices providing NHS
services, as a private practice we still apply the standards to ensure equitable access for all.
We have a legal and moral responsibility under the Equality Act 2010 to provide any of its
documents, leaflets, electronic resources, etc., in an alternative format if requested. Currently, we
strive to ensure that our materials are written in ‘plain English’; however, there is more we can do to
ensure our approach is equitable and our materials are accessible to all.
The Accessible Information Standard defines a consistent approach to identifying and meeting the
information and communication support needs of patients, service users and carers where those
needs relate to a disability, impairment or sensory loss. This includes (but is not limited to) people
who are blind, Deaf, deafblind and/or who have a learning disability, aphasia, autism or a mental
health condition which affects their ability to communicate.

Access to advice and information is a fundamental component of the Care Act 2014. This aligns
with the CQC’s commitment to ensuring high-quality care for people who use health and social care
services.
There are five key things we must do to meet the standard:
1. Identification of needs
A consistent approach to the identification of patients’, service users’, carers’ and parents’
information and communication needs, where they relate to a disability, impairment or sensory
loss.
2. Recording of needs
A consistent and routine recording of patients’, service users’, carers’ and parents’ information and
communication needs, where they relate to a disability, impairment or sensory loss, as part of
patient/service user records and clinical management/patient administration systems;
3. Flagging of needs
Establishment and use of electronic flags or alerts, or paper-based equivalents, to indicate that an
individual has a recorded information and/or communication need, and prompt staff to take
appropriate action and/or trigger auto-generation of information in an accessible format / other
actions such that those needs can be met.
4. Sharing of needs
Inclusion of recorded data about individuals’ information and/or communication support needs as
part of existing data-sharing processes and as a routine part of referral, discharge and handover
processes.
5. Meeting of needs
Taking steps to ensure that the individual receives information in an accessible format and any
communication support which they need.
The Standard does not cover personal preferences or language support needs in foreign
languages.

What do we do to work towards this standard?
We aim to ensure that people with a disability, impairment, or sensory loss receive information that
they can access and understand, as well as any necessary communication support.
This includes ensuring that people receive information in various formats if needed, such as large
print, braille, easy read, or via email.
It also includes appropriate support to help individuals communicate, such as support from a
British Sign Language (BSL) interpreter, a deafblind manual interpreter, or an advocate.
Some basic advice we follow:

Slow down when speaking with people who have a communication difficulty. It might seem
obvious, but if you're nervous about how to deal with people, it's easy to find yourself
speeding up and using jargon.
Position yourself so that you are facing the person; they will then be more able to understand
the context of what you are saying, and you will see straight away from their facial expression
if you are confusing them.
Think about using gestures when you speak. It might not be recognised sign language, but
lots of people can understand better if speech is accompanied by some facial or hand
movements. Think thumbs up for good and thumbs down for not so good.
Have pen and paper available. The person may not read or write, but just like using gestures
above, a drawing of a stick man or timescale can put a conversation into perspective for
some people.
Ensure that the technology used in the practice, such as computers and telephones, is easy
to use, that instructions for use are straightforward to follow, and that equipment can be
changed or adapted to allow for reasonable adjustments as required.

Making Reasonable Adjustments

We have a duty to make reasonable adjustments for any disabled workers. This duty under equality
law aims to ensure that, as far as is reasonable, disabled workers have the same access to all
aspects of employment as non-disabled workers.
As an employer, we will conduct a generalised risk assessment on a regular basis to ensure we are
managing any risks associated with daily activities in our working environment, this is known as
the Practice Health & Safety Risk Assessment.
Meeting this duty may involve removing physical barriers to working and/or providing additional
support for people with disabilities. In many cases, the adjustments will be simple, straightforward
and low-cost.
Although we are not required to do more than what is considered reasonable (for example,
improving access by installing a ramp, changing the layout, adapting work equipment or letting a
wheelchair user work on the ground floor), what might be considered reasonable will depend,
among other things, on the size and nature of our business.
If there is any delay in implementing such support measures, we might need to make temporary
arrangements to manage any risks to our disabled workers.
People with mental health conditions, including those linked to stress, may also require
adjustments in our workplace. By working together with our employees, we can develop solutions
to keep people at work while managing any foreseeable risk.
Understanding Patients' Needs and Cultures
Patients expect:

  • To be listened to and have their preferences and concerns taken into account
  • To be treated as individuals and have their cultures and values respected
  • That all members of the dental team will be honest and act with integrity

That all aspects of their health and well-being will be considered, and they will receive dental
care that is appropriate for them

  • To be treated in a clean and safe environment
  • That reasonable adjustments will be made for any disabilities
  • That their interests will be put before financial gain and business need
  • Redress if they suffer harm during dental treatment
  • That their dental pain and anxiety will be managed appropriately

We must not express our personal beliefs (including political, religious or moral beliefs) to patients
in any way that exploits their vulnerability or could cause them distress.
We must consider patients’ disabilities and make reasonable adjustments to allow them to receive
care which meets their needs. If we cannot make reasonable adjustments to treat a patient safely,
we should consider referring them to a colleague.
As dental professionals, we take a holistic approach, meaning we must take account of patients’
overall health, their psychological and social needs, their long-term oral health needs and their
desired outcomes.
We must provide patients with treatment that is in their best interests, offering appropriate oral
health advice and adhering to clinical guidelines relevant to their specific situation. We may need to
balance their oral health needs with their desired outcomes. If their desired result is not achievable
or is not in their best interests, we must explain the risks, benefits, and likely outcomes to help
them make an informed decision.
We must document any specific needs related to a patient to ensure their needs are met
throughout their journey with our practice. This should be recorded in their clinical notes. We must
ensure that in any circumstances where we may need to share the patient's information, full
consent is sought and recorded.

Guide Dogs/Hearing Dogs

It is unlawful for service providers to treat disabled people less favourably for a reason related to
their disability, and “reasonable adjustments” for disabled people, such as providing extra help or
making changes to the way they provide their services are now required, and this includes
adjustments to physical features of premises to overcome physical barriers to disabled access.
The nature of general practice is such that access to guide dogs or hearing dogs (“assistance
dogs”) is common and desirable. The purpose of this policy is to set out a few simple principles for
dogs on the premises. It is not intended to cover the use of assistance dogs in relation to
employees of the practice, which would encompass a broader range of considerations under
disability employment law.

General Considerations

  • The practice welcomes assistance dogs.

The practice will manage the presence of assistance dogs without recourse to the owner and
will pay particular attention to infection control and housekeeping whilst dogs are on the
premises
Physical contact with a dog by clinical staff will be resisted during consultations or
examinations, and whilst general surgery is in progress

Hand washing or alcohol hand gel will be used by staff after any physical contact with a dog,
whether during a consultation or not
Clinical staff will take care to identify other patients on the surgery list for that session who
may be potentially adversely affected by the presence of dogs. This will include patients who
are:

  • allergic to dogs
  • immunosuppressant
  • phobic of dogs

Or have another medical reason, and consideration will be given to allowing them to
wait or be seen in an alternative room.
Cleaning staff will be advised to pay particular attention to a room known to have
accommodated a dog that day.
In the event of an incident involving a dog, a significant event record will be created.
Owners of assistance dogs will be given the opportunity to “tour” the Practice and the
grounds with their assistance dog to enable the dog to become familiar with routes
throughout the building, including those routes seldom used. This will include routes to and
from:

  • Public/disabled toilets
  • Through fire exits and on to assembly areas
  • To usual consulting/treatment rooms

Access and egress to the building by normal routes and will be given the opportunity for
“refresher” practice on a regular basis.

As part of the high level of training an assistance dog receives, there are unlikely to be any
incidents giving rise to special concern, and the following aspects of these dogs on the premises
are likely to be standard behaviour for these animals:

  • The dog will remain on a lead in close contact with the owner

The dog will usually lie quietly with the owner when waiting to see a clinician and is trained to
behave well in public places.
A dog is unlikely to foul any area not within its habit and is trained to go to the toilet on
command, and will be well-groomed (minimal loose hair)
The dog will be in good health, physically fit, with vaccinations and care programme up to
date.

  • The dog will wear a special identifying harness and collar tag

Interpreting Service

Language interpretation for patients whose first language is not English is managed under equality
and patient access duties rather than the Accessible Information Standard but is provided
wherever reasonably required to ensure safe and effective care.
Language assistance will be provided through the use of competent bilingual staff, staff
interpreters, contracts or formal arrangements with local organisations providing interpretation or
translation services, or technology and telephonic interpretation services. All staff will be provided
notice of this policy and procedure. Staff who may have direct contact with patients with limited

English proficiency will be trained in effective communication techniques, including the effective
use of interpreters.
Staff will promptly identify the language and communication needs of the patients. In addition,
when records are kept of past interactions with patients or family members, the language used to
communicate with the person will be included as part of the record.
Some patients may prefer or request to use a family member or friend as an interpreter. However,
family members or friends of the patient will not be used as interpreters unless specifically
requested by that individual and after the patient has understood that an offer of an interpreter at
no charge to the patient has been made by the practice. Such an offer and the response will be
documented in the patient’s file. If the patient chooses to use a family member or friend as an
interpreter, issues of competency of interpretation, confidentiality, privacy, and conflict of interest
will be considered. If the family member or friend is not competent or appropriate for any of these
reasons, competent interpreter services will be provided to the patient.
Children and other patients will not be used to interpret, to ensure the confidentiality of information
and accurate communication.
Details of interpreter services should be kept at reception.
Interpreter services can either be booked over the phone or via email.

Document Control

Title:
Equality & Diversity and Accessible Information Standards Policy
Author/s:
DCME Team

Owner:
DCME Team
Approver:
DCME Team
Date Original
Approved:
08/11/22
Review Date:
April 2026
Next Review Date: 12-18 months from above date

Change History

Version Status
Date
Author
/
Editor
Details of Change
(Brief detailed summary of all updates/changes)
0.1
Final 23/03/23
PG
Converted to new policy format
0.2

Final

02/10/23 PG
Policy mainly for NHS practice, and for Private practices who
are also following AIS, Private practices can delete AIS
information if not applicable.
0.3
Final
06/06/25 HD
Added in the Equality & Diversity Policy.
Additional information added on making reasonable
adjustments, sharing information with other providers, and
understanding cultural, social and religious beliefs.
0.4
Final
April
2026
HD
Minor amendments to definitions and interpreter services.
Added staff responsibilities. Removed NHS-specific information.
Changes are highlighted.

The latest approved version of this document supersedes all other versions. Upon receipt of the
latest approved version, all other versions should be destroyed, unless specifically stated that
previous version(s) are to remain extant. If in any doubt, please contact the document Author.

Approved By: Alex Al Shaikh, Emma Hirst
Date Published: 14/05/2026