The registered address of La Perla Clinic is: 36 Wattleton Road, Beaconsfield, Bucks, HP9 1SE
Any company wishing to contact us has to do so in writing to the above address. So far as companies, regulatory bodies and associations are concerned, we do not consider electronic mail as a legal or formal means of communication with us.
Payment of Fees
Any outstanding fee must be settled as per terms printed on the quotation supplied at the time of planning the course of treatment. Any failure to do so will trigger our debt recovery process: any extra costs may be added to your original debt.
Definitions and interpretation
collectively all information that you submit to La Perla Clinic via the Website. This definition incorporates, where applicable, the definitions provided in the Data Protection Laws;
a small text file placed on your computer by this Website when you visit certain parts of the Website and/or when you use certain features of the Website. Details of the cookies used by this Website are set out in the clause below (Cookies);
Data Protection Laws
any applicable law relating to the processing of personal Data, including but not limited to the Directive 96/46/EC (Data Protection Directive) or the GDPR, and any national implementing laws, regulations and secondary legislation, for as long as the GDPR is effective in the UK;
the General Data Protection Regulation (EU) 2016/679;
La Perla Clinic, or us
La Perla Clinic, a company incorporated in England and Wales registered office is at:
36 Wattleton Road, Beaconsfield, Bucks, HP9 1SE
UK and EU Cookie Law
the Privacy and Electronic Communications (EC Directive) Regulations 2003 as amended by the Privacy and Electronxic Communications (EC Directive) (Amendment) Regulations 2011;
User or you
any third party that accesses the Website and is not either (i) employed by La Perla Clinic and acting in the course of their employment or (ii) engaged as a consultant or otherwise providing services to La Perla Clinic and accessing the Website in connection with the provision of such services; and
the website that you are currently using, www.laperlaclinic.co.uk, and any sub-domains of this site unless expressly excluded by their own terms and conditions.
a.the singular includes the plural and vice versa;
c.a reference to a person includes firms, companies, government entities, trusts and partnerships;
d.“including” is understood to mean “including without limitation”;
e.reference to any statutory provision includes any modification or amendment of it;
4.For purposes of the applicable Data Protection Laws, La Perla Clinic is the “data controller”. This means that La Perla Clinic determines the purposes for which, and the manner in which, your Data is processed.
5.We may collect the following Data, which includes personal Data, from you:
b.contact Information such as email addresses and telephone numbers;
c.demographic information such as postcode, preferences and interests;
d.web browser type and version (automatically collected);
e.operating system (automatically collected);
f.a list of URLs starting with a referring site, your activity on this Website, and the site you exit to (automatically collected);
How we collect Data
6.We collect Data in the following ways:
a.data is given to us by you;
b.data is received from other sources; and
c.data is collected automatically.
Data that is given to us by you
7.La Perla Clinic will collect your Data in a number of ways, for example:
a.when you contact us through the Website, by telephone, post, e-mail or through any other means;
Data that is received from third parties
8.La Perla Clinic will receive Data about you from the following third parties:
Data that is collected automatically
9.To the extent that you access the Website, we will collect your Data automatically, for example:
a.we automatically collect some information about your visit to the Website. This information helps us to make improvements to Website content and navigation, and includes your IP address, the date, times and frequency with which you access the Website and the way you use and interact with its content.
b.we will collect your Data automatically via cookies, in line with the cookie settings on your browser. For more information about cookies, and how we use them on the Website, see the section below, headed “Cookies”.
Who we share Data with
10.We may share your Data with the following groups of people for the following reasons: a.our employees, agents and/or professional advisors – If you have filled out a form on our website then you will be contacted by an employee of La Perla Clinic.;
Keeping Data secure
11.We will use technical and organisational measures to safeguard your Data, for example:
a.access to your account is controlled by a password and a user name that is unique to you.
b.we store your Data on secure servers.
12.Technical and organisational measures include measures to deal with any suspected data breach. If you suspect any misuse or loss or unauthorised access to your Data, please let us know immediately by contacting us via this e-mail address: [email protected]
13.If you want detailed information from Get Safe Online on how to protect your information and your computers and devices against fraud, identity theft, viruses and many other online problems, please visit www.getsafeonline.org. Get Safe Online is supported by HM Government and leading businesses.
15.Even if we delete your Data, it may persist on backup or archival media for legal, tax or regulatory purposes.
16.You have the following rights in relation to your Data:
a.Right to access – the right to request (i) copies of the information we hold about you at any time, or (ii) that we modify, update or delete such information. If we provide you with access to the information we hold about you, we will not charge you for this, unless your request is “manifestly unfounded or excessive.” Where we are legally permitted to do so, we may refuse your request. If we refuse your request, we will tell you the reasons why.
b.Right to correct – the right to have your Data rectified if it is inaccurate or incomplete.
c.Right to erase – the right to request that we delete or remove your Data from our systems.
d.Right to restrict our use of your Data – the right to “block” us from using your Data or limit the way in which we can use it.
e.Right to data portability – the right to request that we move, copy or transfer your Data.
f.Right to object – the right to object to our use of your Data including where we use it for our legitimate interests.
17.To make enquiries, exercise any of your rights set out above, or withdraw your consent to the processing of your Data (where consent is our legal basis for processing your Data), please contact us via this e-mail address: [email protected]k.
18.If you are not satisfied with the way a complaint you make in relation to your Data is handled by us, you may be able to refer your complaint to the relevant data protection authority. For the UK, this is the Information Commissioner’s Office (ICO). The ICO’s contact details can be found on their website at https://ico.org.uk/.
19.It is important that the Data we hold about you is accurate and current. Please keep us informed if your Data changes during the period for which we hold it.
Transfers outside the European Economic Area
20.Data which we collect from you may be stored and processed in and transferred to countries outside of the European Economic Area (EEA). For example, this could occur if our servers are located in a country outside the EEA or one of our service providers is situated in a country outside the EEA.
21.We will only transfer Data outside the EEA where it is compliant with data protection legislation and the means of transfer provides adequate safeguards in relation to your data, eg by way of data transfer agreement, incorporating the current standard contractual clauses adopted by the European Commission, or by signing up to the EU-US Privacy Shield Framework, in the event that the organisation in receipt of the Data is based in the United States of America.
22.To ensure that your Data receives an adequate level of protection, we have put in place appropriate safeguards and procedures with the third parties we share your Data with. This ensures your Data is treated by those third parties in a way that is consistent with the Data Protection Laws.
Links to other websites
Changes of business ownership and control
25.We may also disclose Data to a prospective purchaser of our business or any part of it.
26.In the above instances, we will take steps with the aim of ensuring your privacy is protected.
28.All Cookies used by this Website are used in accordance with current UK and EU Cookie Law.
29.Before the Website places Cookies on your computer, you will be presented with a message bar requesting your consent to set those Cookies. By giving your consent to the placing of Cookies, you are enabling La Perla Clinic to provide a better experience and service to you. You may, if you wish, deny consent to the placing of Cookies; however certain features of the Website may not function fully or as intended.
30.This Website may place the following Cookies:
Type of Cookie
They allow us to recognise and count the number of visitors and to see how visitors move around our website when they are using it. This helps us to improve the way our website works, for example, by ensuring that users are finding what they are looking for easily.
31.You can find a list of Cookies that we use in the Cookies Schedule.
32.You can choose to enable or disable Cookies in your internet browser. By default, most internet browsers accept Cookies but this can be changed. For further details, please consult the help menu in your internet browser.
33.You can choose to delete Cookies at any time; however you may lose any information that enables you to access the Website more quickly and efficiently including, but not limited to, personalisation settings.
34.It is recommended that you ensure that your internet browser is up-to-date and that you consult the help and guidance provided by the developer of your internet browser if you are unsure about adjusting your privacy settings.
35.For more information generally on cookies, including how to disable them, please refer to aboutcookies.org. You will also find details on how to delete cookies from your computer.
38.Unless otherwise agreed, no delay, act or omission by a party in exercising any right or remedy will be deemed a waiver of that, or any other, right or remedy.
39.This Agreement will be governed by and interpreted according to the law of England and Wales. All disputes arising under the Agreement will be subject to the exclusive jurisdiction of the English and Welsh courts.
Complaints Handling Policy
It is the aim of this practice to ‘Have a Clear and Effective Complaints Procedure’ by meeting the GDC ‘Standards for the Dental Team’,and deliver good practice in complaint handling.
The practice has appointed a Complaints Manager, Ali Masser, and our complaints procedure (G 110 C/ CW) is on display in all waiting rooms.
We have published our complaints procedure on our website in line with GDC advertising standards.
Feedback and complaints handling framework This practice has developed a framework for managing complaints and feedback based on these principles:
- All patient feedback is important to us 2. We want to make it easy for patients to raise a concern or complain, if you need to 3. We follow a complaints procedure and keep patients informed 4. We will try to answer all patient questions and any concerns you raise 5. We want patients to have a positive experience of making a complaint 6. Patient feedback helps us to improve our service
Recognising complaints Our team are aware that complaints are any expression of dissatisfaction by a patient (or their representative) about a dental service or treatment. Complaints can be verbal or written and can be about any part of the service we provide. All complaints must be logged internally, even if the complaint was verbal and resolved within 24 hours.
Recording complaints All complaints are recorded on an Event Record (G 110A) and also logged in our Event Register (G 110B). All correspondence or investigation records are stored with the Record and Register. Complaint Records are treated as confidential at all times and kept separate from clinical records. Only authorised persons have access to the Complaints Records. We submit our annual complaints report to CQC and will make it available to any person that requests it.
Handling complaints The practice team is trained to resolve all complaints promptly, efficiently and politely by following our Patient Complaints Procedure (G 110C/CW). The team responds to complaints in the time limits set by the Patient Complaints Procedure and always provides constructive responses to complaints. The practice never discriminates against a patient who has made a complaint.
Team members cannot react defensively to a complaint but must listen carefully to a patient who makes one whilst involving them fully in the process of managing it. The team members will, to the best of their abilities, endeavour to meet any outcomes the patient expects and offer sincere apologies when appropriate.
If a patient is not satisfied despite our best efforts to resolve the complaint, they will be informed about other avenues that are open to them such as the GDC Dental Complaints Service.
The team are regularly trained in complaint handling and are involved in the regular review of complaints, complaints procedures and management so that services, policies and procedures can be continually improved.
Response timescales All complaints will be acknowledged and responded to by the practice within the timescales detailed in the Patient Complaints Procedure (G 110C/CW).
We keep patients informed of the status of the complaint during the investigation stage and always aim to resolve the complaint within the timeframe specified in our policies and procedures or as agreed with the complainant.
Online reviews The practice appoints a team member to regularly check for online reviews. All feedback, both positive and negative is acknowledged and we follow the recommendations for dealing with poor reviews outlined in the Complaints, Problems and Events Overview (G 110).
Related documents This policy should be read with the Patient Complaints Procedure (G 110C) and the Complaints, Problems and Events Overview (G 110).
Last modified: 18 Mar 2019 La Perla Clinic, 44 Marlow Bottom, SL7 3NB M 233-COM – Complaints Handling Policy, Ver 14