Alex Yusupov Specialist Orthodontists has developed a charter of patient rights consistent with the Australian Charter of Healthcare Rights. These rights are essential to ensure that health care is of high quality and is safe.
We aim to provide patients with appointments to meet their treatment needs. We ask patients make an agreed appointment time and date and to notify the practice where this appointment cannot be met. To assist you in attending your appointments, we contact you by:
If you are unable to keep your appointment, please call the practice to notify us. We require 24 hours’ notice for cancellation of an appointment. As we are often booked heavily in advance, we would like to offer any unwanted appointments to patients on our waiting list.
In the event we are unable to accommodate a patient’s request for an appointment at a specific time or date, consultation with the treating dental practitioner will be sought.
We aim to provide appropriate orthodontic services in a safe, secure and supportive environment. We encourage patients and staff to raise any concerns they may have. If a concern is raised, all staff and management are required to address this as soon as possible.
All patients are required to complete a full medical and medication history as accurately and completely as possible, to allow staff to identify any circumstances that may increase the risks associated with dental care.
In the unlikely occurrence of an adverse event, our dental practitioners 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.
Upon recognising 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.
We will record all the information provided to the patient about the incident, associated risks and likely consequences in the patient record. The dental practitioner will notify their professional indemnity insurer, consistent with the clauses of their policy.
We value all patients as a unique person and hope 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 at Alex Yusupov Specialist Orthodontists and other patients.
We respect the patient’s right to receive adequate information to make informed decisions regarding their health and healthcare. All staff are committed to providing patients with accessible and understandable information about their treatment and treatment options, including costs, proposed medications and risks involved. We keep a record of this information to show that patients are fully informed about their proposed treatment and have been a partner in the development of their treatment plan. We do expect patients to actively participate in decisions and choices about their treatment and dental needs. For extensive treatment plans we also encourage a patient to involve their family or carer in the decision making 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:
We provide relevant documentation to the patient about the proposed treatment and use clinical judgement to determine where written consent is required from the patient and/or carer.
We keep a record of the information provided to the patient associated with their treatment options and the treatment plan, which is ultimately agreed upon.
All informed consent documentation used by the practitioners at Alex Yusupov Specialist Orthodontists is reviewed at regular intervals and any updates to these documents are designed to improve patient understanding and the quality of care provided.
In accordance with the privacy law, Commonwealth Privacy Act 1988, the Dental Board of Australia’s Code of Conduct for Registered Health Practitioners, the Office of the Australian Information Commissioner- Australian Privacy Principles March 2014 and the Office of the Health Services Commissioner (Privacy Principles-A Summary) http://www.health.vic.gov.au/hsc/ a patient can expect that their personal health and other information will be collected, used, disclosed and stored in accordance with relevant laws about privacy, and that this information will remain confidential unless the law allows disclosure or the patient directs us to release the information.
A patient’s evaluation of the care received at our practice is an extremely important form of feedback that provides valuable information about the services we provide. We encourage patients to provide both positive and negative feedback.
All staff will be provided with training and support that will assist them to identify, report and appropriately respond to complaints and other negative feedback. We classify negative feedback into three categories:
In the event of a patient complaint, all staff should use the following complaint handling policy:
We will acknowledge and respond in a timely manner, either verbally or in writing, in respect to the seriousness of the complaint. We aim to respond to all complaints within 2 business days. All complaints will be recorded in the complaints register.
All complaints will be reported and reviewed by the Senior Management of the practice. The dental practitioner involved will respond to the complaint upon receipt of advice from their professional association and/or their insurer.
Alex Yusupov Specialist Orthodontists is committed to continuous improvement in safety and quality. The Senior Management will analyse data/feedback and take action where required. Any review actions/outcomes will be communicated to staff. In addition, incidents and analysis of incidents are reviewed by Senior Management.
Alex Yusupov Specialist Orthodontists will always endeavour to advise patients about their rights and the way our practice operates. Part of the process of providing this information to patients and/or carers is providing access to our Charter of Patient Rights, which is displayed in the practice and available on our website.
We expect all staff will assist patients to understand their patient rights and the way our practice operates. It is the responsibility of staff to proactively identify those patients who may be ‘at risk’ of not understanding their healthcare rights in accordance with Alex Yusupov Specialist Orthodontists’ ‘At Risk Patients and Escalation of Care Policy’, and to consult the dental practitioner involved in the treatment of that patient.