THE GREENS DENTAL SURGERY BOOKLET

PRACTICE INFORMATION BOOKLET





Address - 30 The Green, Kings Norton Birmingham
Telephone - 0121 458 1362
Email - [email protected]

Working Hours


 Monday: 8:30AM to 12:30PM & 2PM to 5.15PM
 Tuesday: 8:30AM to 12:30PM & 2PM to 5.15PM
 Wednesday: 8:30AM to 12:30PM & 2PM to 5.15PM
 Thursday: 8:30AM to 3.30PM
 Friday: 8:30AM to 1.00PM



We are closed for lunch between 12:30pm and 2pm


We are closed over the weekend and on bank holidays

If you have a dental emergency outside of our normal opening hours, you can access advice
and/ or treatment via telephone by dialling 111. Calls are free and the service is available
365 days a year, 24 hours a day. Please note, this service is not provided by the practice but
commissioned by NHS England.

Information for Patients

You are required to pay NHS dental charges unless you hold a valid exemption. Before your
course of treatment, you will be asked to sign your electronic NHS FP17 form. This form is a
declaration of your agreement to pay NHS dental charges or to declare your exemption. The
practice will not be held responsible for any declaration of exemption made. We will always
ask for any Dental Charges to be paid in advance, however, on occasions, this may not
always be possible. If at the end of the treatment the balance is not paid, we will pursue the
outstanding balance. Failure to pay an outstanding debt may result in us removing you from
our practice list and legal action being taken.




A dental emergency is classed as pain, swelling or trauma. You will be offered the first
available slot, however, if a slot is not available you will be offered a sit and wait service on
the day. The purpose of your appointment is to relieve your pain and any associated
treatment will need to be booked thereafter. An emergency appointment is a separate
course of treatment and will incur the appropriate NHS charge (unless you are exempt from
NHS dental charges).




We need 24 hours’ notice of cancellation. If you fail to attend or late cancel two
appointments within one year, we may not be able to complete your treatment. Always
cancel your appointment in advance to ensure that your slot can be offered to someone else
in need.




Although we take every effort to ensure that our clinics run on time. On occasions, you may
be waiting longer than expected. Please be patient. We will always try and run to schedule,
however, some cases may not present as expected and therefore run over the time booked,
therefore, we would much appreciate your patience and understanding. Thank you.



To ensure that we hold up to date information for you, you must advise us of any changes to
your details and also your medication. Upon registering as a new patient, you must ensure
that you fully complete your registration form; carefully answering each question, those
forms that are not fully complete will not be registered on our database.

Our Practice

Located in the heart of ‘The Green’, Kings Norton our dental surgery has been providing top
quality dental care to our local community for over 50 years.

Many of our patients are families who have been coming through the generations. We look
forward to servicing the local community, raising dental awareness through schools and
welcoming new patients to the surgery.

We aim to treat all of our patients promptly, courteously and in complete confidence.

Accessibility: We are unable to offer full access for disabled patients. Alternative options are
available for example we carry out home visits and also have liaised with a local practice
which has ground floor access.

We can arrange interpretation and translation services. Please let us know whether you will
require this service when booking an appointment.

Positive Experience


Over the decades we have built and continue to build trust by treating our patients as unique
individuals. We know how uncomfortable some patients may feel about coming to the
dentists and how we can make that little bit of difference by providing our patients with a
relaxing and positive experience. Our highly skilled and experienced dental staff keep-up to
date with all their professional development requirements to provide the highest quality
dental care.

Providing Top Service

We are here to provide you with excellent dental treatment plans and taking you through the
importance of your oral health.


Patient Commitment

We are proud to inform you that everyone at our dental practice is committed to providing
our patients with top quality dental healthcare. Our highly skilled and experienced dental
team has been serving our community for many decades.


Professional Standards

In terms of professional standards, we are regulated by the General Dental Council, GDC.
The GDC keeps an up-to-date register of all qualified dentists, dental nurses and other
dental care professionals. You will see our all our dental professionals with GDC registration
numbers below.

Meet our Team



 DR REEMA NAWAZ - PRINCIPAL
GDC REGISTRATION NUMBER - 78079

Dr Nawaz qualified from Birmingham University and has been practising for over 15 years
across the globe. She brings a wealth of experience to The Greens Dental Surgery.

 DR RAJ PHULL - ASSOCIATE
GDC REGISTRATION NUMBER - 65926

Dr Phull qualified from Birmingham University and has been treating patients at The Greens
Dental Surgery for over 20 years.


 MR AW DAVIES - CONSULTANT

Mr Davies qualified from Birmingham University and has been treating patients at The
Greens Dental Surgery for over 30 years and now in a back office role advising the practice.


 DR FERDAUS ISLAM – ASSOCIATE
GDS REGISTRATION NUMBER - 79901

Dr Islam graduated as a Dental Surgeon from the University of Birmingham in 2001. She
has fifteen years experience in all aspects of general dentistry.

 MS CHRISTINE LLOYD - Dental Nurse
GDC REGISTRATION NUMBER - 131645

Chris has served at The Greens Dental Surgery for over a decade and is an excellent Dental
Nurse who really cares about all our patients.

 MS MARY O’HARE - Dental Nurse
GDC REGISTRATION NUMBER - 131644


Mary is an experienced Dental Nurse who has served at The Greens Dental Surgery for
nearly 15 years! She knows most of our patients by first name!


 MR TONY JOB - Dental Nurse
GDC REGISTRATION NUMBER - 11289614


Tony has been at The Greens Dental Surgery for nearly 7 years. He is our newly qualified
Dental Nurse who also performs a wide variety of other roles at the surgery.

Registering as a Patient

Please complete a registration form. This can be collected from the reception team. You will
need to provide us with full medical history details. On registration, you may wish to state a
preference to receive treatment from a specific Dentist and we will do our best to
accommodate your wishes.



Your Rights and Responsibilities


You are entitled to

 A thorough examination of your mouth, teeth and gums
 A full explanation of your treatment options
 A written treatment plan (including costs); information about NHS charges clearly
displayed in the practice
 Advice on how to keep your teeth and gums healthy
 Information about this practice and the services available
 A care and treatment summary if you decide to transfer to another dentist
 Make a complaint if you are not happy with your treatment and care.



You are responsible for


Following your dentist’s advice and the agreed treatment plan to prevent tooth decay and
gum disease


 Arriving promptly for your appointment
 Treating our staff and patients with courtesy and respect
 Paying your bill promptly
 Notifying us when you cannot attend an appointment



Appointments


Please ring 01214581362 to book an appointment. We will do our best to match an
appointment with your request.

Emergency Appointments

Urgent treatment means treatment that the dentist considers necessary to relieve severe
pain or prevent your oral condition deteriorating before you can make a normal appointment.
For NHS patients, such treatment should be provided within 24 hours. If you require an
emergency appointment, please contact us as early in the morning as possible. We do have
allocated emergency slots but if these are full, we will offer you a sit and wait service, please
note; there will be no allocated time slot for this service and no guarantee can be given on
the length of waiting time.

If you have a dental emergency outside of our normal opening hours, you can access advice
and / or treatment via telephone by dialling 111. Calls are free and the service is available
365 days a year, 24 hours a day. Please note, this service is not provided by the practice but
commissioned by NHS England.



Missed Dental Appointments


Missed appointments waste valuable NHS time. If you miss more than two appointments
within one year/ course of treatment, without notifying us, we may not be able to complete
your treatment or offer you NHS dental care in the future. If you miss your very first
examination, we will not re-book another new patient examination for you. Missed private
and hygienist/ Therapist dental appointments will result in loss of deposit or charges being
incurred.




Cancellations of Your Dental Appointment

If you are unable to keep your appointment please let us know with at least 24 hours’ notice
so that we can give the appointment slot to someone else in need. Late cancelled private
and hygienist/ Therapist dental appointments will result in loss of deposit or charges being
incurred.




Dental Recalls and Reminders

At the end of your course of treatment, your dentist will discuss with you when you will need
to see a dentist again. Our dentists follow guidelines issued by the National Institute for
Health and Clinical Excellence (NICE). This means you should attend as often as advised to
keep your teeth and gums healthy.

NHS Dental Charges

There are three standard charges for all NHS dental treatment:


 Band 1 course of treatment – £20.60 this covers an examination, diagnosis (including
X-rays), advice on how to prevent future problems, a scale and polish if needed, and
application of fluoride varnish or fissure sealant.

 Band 2 course of treatment – £56.30 this covers everything listed in Band 1 above,
plus any further treatment such as fillings, root canal work or removal of teeth.


 Band 3 course of treatment – £244.30 this covers everything listed in Bands 1 and 2
above, plus crowns, dentures and bridges.

For further information on NHS dental charges and the banding system, please visit
www.nhs.uk




Payment of Dental Charges

A written treatment plan will be provided to you, including your fees for your dental
treatment.

You will be asked to pay for your treatment in advance. We accept the following methods of
payment: Cheque, cash, debit/ credit card.

Exemption

If you are exempt from paying NHS dental charges, you must bring proof of entitlement to
every appointment. You will be asked to show us written proof that you do not have to pay
for all or part of your NHS dental treatment. You will also be asked to sign a form to confirm
that you do not have to pay and the declaration you make is your responsibility.

You do not have to pay for NHS dental treatment if, when the treatment starts, you are:


 aged under 18
 under 19 and receiving full-time education
 pregnant or have had a baby in the previous 12 months
 staying in an NHS hospital and your treatment is carried out by the hospital dentist
 an NHS hospital dental service outpatient (however, you may have to pay for your
dentures or bridges)
 receiving Income Support
 receiving Income-related Employment and Support Allowance
 receiving Income-based Jobseeker’s Allowance
 receiving Pension Credit guarantee credit
 named on a valid NHS tax credit exemption certificate or you are entitled to an NHS
tax credit exemption certificate
 you are named on a valid HC2 certificate

Partial help - If your name is on a valid HC3 certificate, you may not have to pay for all your
treatment. Checks are made on free and reduced cost treatment claims. If you say you have
the right to free treatment when you do not, you may incur a penalty charge.

Note - You will not be exempt from paying because you receive: Incapacity Benefit,
Contribution-based Employment and Support Allowance, Contribution-based Jobseeker’s
Allowance, Disability Living Allowance, Council Tax Benefit, Housing Benefit or Pension
Credit savings credit, when paid on their own.


Medical conditions do not exempt patients from payment for dental treatment.



Help with Costs

For more advice on receiving help with the cost of NHS dental treatment, go to
www.cfsms.nhs.uk and click on ‘Entitled to help with NHS costs’

Violent and Aggressive Patients

The Greens Dental Surgery operates a zero tolerance policy. Violent, aggressive and
abusive behaviour will not be tolerated towards our staff and patients. Any person behaving
in such a way will not be seen at the practice and reported to NHS England and in some
cases, also reported to the police.



Complaints and Concerns


The Practice aims to give you a friendly and professional service at all times. However, if you
feel at any time that our service has not met these standards, please address your complaint
or concern in writing to the practice manager. Alternatively, you can contact:

Parliamentary and Health Service Ombudsman

Millbank Tower


Millbank London

SW1P 4QP

Telephone: 0345 015 4033


A copy of our full complaints procedure is available at the practice.

If you need help or assistance with your complaint, you may wish to contact the NHS
Complaints Advocacy service. This organisation provides free independent advice and
support. The organisation for your local area is:

Comments, Suggestions and Satisfactions

Here at The Greens Dental Surgery, we are continually striving to improve our customer
service and enhance your experience within our dental practice.

We recognise that regular feedback helps us to improve our service.

If you have any comment about any aspect of our service, please write in our patient
comment book or place a note in our secure suggestion box.

We regularly carry out patient satisfaction questionnaires. These are displayed to our
patients and delivered at staff practice meetings to continually ensure that we offer you the
best possible care.




Confidentiality, Your Dental Records and Data Protection 1998

Your dental records will remain confidential and secure. However, where records detail NHS
care, from time to time we may need to release these to a relevant third party. You have the
right to see your dental records. Where copies of records are requested, a fee will be
charged. Please contact the practice manager for further information.




Safeguarding

As dental professionals, we have a responsibility to raise any concerns that we may have
about the possible abuse or neglect of children or vulnerable adults. If we make a
professional judgement we may decide to share our concern with the appropriate authority.




Equality and Diversity

You have the right to be treated fairly and not to be discriminated against. We will treat every
patient as an individual, with respect and dignity, regardless of age, race, sex, gender
reassignment status, disability, religion or belief, sexual orientation, marriage and civil
partnership status, pregnancy and maternity.

Patient Participation

We believe passionately about receiving and acting on constructive feedback from our
patients. If you would like to become involved in our practice forum, please contact the
practice manager for more information.

On infection control, all of our staff receive a full induction and on-going training regarding
infection and prevention. Our surgeries were specifically designed to help us deliver the
highest levels of infection control and all decontamination is carried out in a dedicated room,
which is used for that purpose only. If you would like to see our infection control policy,
please ask a member of staff.



Practice Location







www.thegreensdentalsurgery.com