Testimonials
We strive for exceptional professionalism and unrivalled patient care. But don’t take our word for it.
Privacy Policy
Please review Trafalgar House’s policies and terms and conditions below.
Booking your appointment
We aim to arrange appointments at times that are convenient. Saturday morning appointments can also be made available on request but are limited. On booking an appointment we will take a deposit to secure this appointment slot, this is then deducted from appointment charges unless the appointment is cancelled or missed.
Arriving for your appointment
The day before the appointment you will receive an email containing a medical history link which needs to be filled/updated before each appointment with us. This helps speed things up so that more time can be spent with you attending to your needs. If are unsure how to fill this out, give us a call and we’ll talk you through it.
Parking
Trafalgar House Dental Practice is situated just off Trafalgar’s roundabout at the beginning of Malpas Road on the right. We have two parking spaces for patients with further parking available at the Garras Wharf or Old Bridge car park. These are a two-minute walk away. If you’re bringing a person in who is less mobile please call us to arrange a drop-off time so that our staff can meet you outside to assist.
Payment
Dental treatments can be paid by cash or credit/debit card. We also offer the DPAS practice plan. This is a monthly direct debit and covers a host of routine checks and hygiene treatments. Please note that the dental plan direct debit is not a form of credit or finance and therefore will not impact your credit rating. Think of it like a savings pot to pay for treatments. Additional treatments not covered by the plan are paid for as normal via cash or card.
Our standard payment policy is that 50% of treatment costs are paid when booking your appointment with the remainder paid on arrival.
Child examination charges
We do offer a reduced rate for child exams. Our charges are as follows:
0 – 7 years £15 or FREE with a registered adult*
8 – 16 years £30 or £15 with a registered adult*
*Registered adults must have had an examination either before or on the same day for the child to qualify for the reduced rate.
Treatment plan and consent
We’ll work with you to create a personalised treatment plan for your needs before proceeding with any work. We will need your consent before we go ahead with any treatment and ask you to complete a consent form evaluating any risks.
Missed or late cancelled appointments
As you likely are aware, dentists are hard to come by these days! As an independent private practice, we have limited availability and a large patient list. Due to this, we ask that appointments are cancelled or amended well in advance so we may offer them to other patients. If you are registering as a new patient and miss your first appointment without any notice or correspondence, we will be obliged to offer your registration slot to the next patient on our waiting list due to overwhelming demand. If a patient has missed more than 2 appointments, the practice will no longer be seeing that patient. 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 (24 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.
Patients need to pay about 50% of their treatment fees in advance, which is nonrefundable if they miss their appointment. If patients cancel with plenty of notice more than 24 hours, the money is fully refundable should they wish not to go
ahead with their treatment.
Charging the missed fee is decided on a case-to-case basis, and the ultimate answer for this rests with Dr.Leena Asopa or Dr.Anurag Sharma.
Emergencies
If you require urgent treatment during surgery hours, call us ASAP for advice. We will aim to see emergency appointments on the same day where possible. Out of normal surgery hours, you can contact reception where you’ll find the emergency dentist’s telephone number. If urgent treatment is required, we will arrange an out-of-hours appointment. Plan members will have access to a 24hr, 365-day worldwide dental emergency helpline, which will endeavour to find an English-speaking dentist to assist you wherever you may be.
Feedback
We hope that you will be more than satisfied with the dental care and services that you receive from the Trafalgar House team and welcome all feedback. If you would like to give feedback on your treatment, level of care, or any other aspect of your experience, please get in touch with our reception team to assist.
Zero tolerance
Trafalgar House Dental Practice operates a strict zero-tolerance policy on abusive language and the mistreatment of staff or patients. Anyone in breach of these policies will be immediately removed from the register. We hope you understand how seriously we take the patient experience and the well-being of our own teams and our dedication to making Trafalgar House Dental Practice a safe and tolerant environment for all.
Patient Privacy Notice
Trafalgar House Dental Practice and Clove Essence Limited is an independent dental practice providing a range of dental treatments on a private. Our practice comprises of employed and self-employed individuals. We work together to ensure our patient’s privacy is respected and their personal data is protected. This privacy notice outlines how we handle patient information according to the UK GDPR and Data Protection Act 2018 (DPA18).
Name:
Address:
Phone number:
Email:
Dr. Leena Asopa
Trafalgar House Dental Practice, Trafalgar House, Malpas Rd, Truro TR1 1QH
01872 270597
getintouch@trafalgarhousedentalpractice.co.uk
Collecting Your Personal Data
Most of the personal information we process is provided to us directly, such as when you contact the practice, engage with our website or during your appointment. Occasionally, however, we may receive patient information from other sources such as:
- Another dental professional that has treated you
- GP or hospital
- Carer, family member or partner
- Insurance or dental plan provider
- The NHS, a regulator or other authority, such as the Police
- Your solicitor
We may receive data from third parties, including analytics providers such as Google located outside the UK, advertising networks such as Facebook located outside the UK providers of technical, payment and delivery services.
The Types of Personal Information We Collect and Process
The table below sets out the main types of patient information we process, the reasons why and the lawful basis for doing so.
Categories of personal data
Examples of personal data
Purposes of processing personal data
Lawful Basis under UK GDPR and DPA18
Personal Identifiers
Name, Contact Details, Patient Reference number, NHS number, date of birth, signatures, photos and videos (non-clinical purposes), where you can be identified in CCTV footage.
1. Add you to our patient system.
2. Contact you in connection with your treatment and manage our relationship with you; this includes sending you recalls and appointment reminders.
3. Send you marketing information.
4. Share your non-clinical videos and photos such as reactions and testimonials to our online audiences and training courses.
1. Performance of a contract (in connection with private treatments),
2. Performance of a contract (in connection with private treatments), in our legitimate interest.
3. Consent, in our legitimate interest.
4. Consent.
Family Details
Next of kin, and details of
any guardians, carers and
representatives.
1. Contact them in an
emergency.
2. Contact them about your care if they are responsible for looking after you.
1. Vital interest, consent.
2. Contract (In connection with private treatments), consent.
Financial Details
Details of any payments
you make to us or need to
make to us your debit and
credit card details, and if
applicable, your bank
account details.
1. Process any payments
you make to us or need to make to us.
2. Recover any debts due to us.
1. Contract (In connection with private treatments)
2. In our legitimate interest.
Technical Data
Data about your use of our website such as your IP address, your login data, details about your browser, length of visit to pages on our website, page views and navigation paths, details about the number of times you use our website, time zone settings and other technology on the devices you use to access our website, social media channels and patient portal.
1. Analyse how patients use our online services to develop them, grow our practice, and progress our marketing strategies.
2. Administer and protect our practice, social media channels, website, deliver relevant online content and
advertisements to you,
and understand our
advertising effectiveness.
3. Detect and identify
whether an individual has used the practice’s guest WI-FI network to conduct unlawful activities.
1, 2. In our legitimate interest.
3. In our legitimate interest, Legal obligation.
Communication Data
Personal data contained in
an email, comments on
social media posts, letters,
instant messages.
1. For the assessment,
diagnosis of your dental
health to administer care
and treatment, including
prescription and referral.
2. To establish a legal defence in the event of a claim or regulatory investigation.
3. For clinical and peer
review to assess equality
and the level of care provided to patients visiting the practice.
4. To record and manage a health and safety incident that has occurred on the premises. Including,
insurance purposes.
1. Necessary for your dental and orthodontic treatment and the administration of it.
2. Legal defence
3. Necessary for your dental and orthodontic treatment and the administration of it. Substantial Public Interest – Equality.
4. Legal defence, Substantial
Public Interest – Insurance.
Ethnicity Information
Where relevant, we may
need to process your ethnic group and language.
1. Understand your cultural, religious and language needs, identify any patients at risk.
2. Comply with the law
which gives the practice
a duty to promote equality.
1. Necessary for your dental and orthodontic treatment and the administration of it.
2. Necessary for your dental and orthodontic treatment and the administration of it. Substantial Public Interest – Equality.
Religious and philosophical beliefs
Where relevant to your care, such as fasting or abstaining from certain types of treatments.
1. For the assessment,
diagnose your dental health to administer care and treatment, including prescription and referral.
2. Comply with the law,
which gives the practice a duty to promote equality.
1. Necessary for your dental and orthodontic treatment and the administration of it.
2. Necessary for your dental and orthodontic treatment and the administration of it. Substantial Public Interest – Equality.
Providing you with private dental treatment means the practice and your treating clinician must collect and process your personal data. Refusal to provide personal data connected to these lawful bases may directly impact our ability to treat you and we may be unable to continue your treatment at the practice.
Withdrawing Consent
The above table sets out where we rely on your consent to process your personal data. You can request to withdraw your consent for these purposes by contacting the practice using the contact details found at the top of this notice.
How we store your data
Your information is securely stored paper and digital formats. We use online and cloud-based digital storage. Where data is stored outside of the UK, we ensure the correct legal protection are in place to ensure compliance with international data transfer rules.
How long we keep your personal data
We will only retain your personal data for as long as necessary to fulfil the purposes we collected it for, including to satisfy any medical, legal, accounting, or reporting requirements.
When deciding the correct time to keep the data, we look at the amount, nature and sensitivity, potential risk of harm from unauthorised use or disclosure, and necessary ongoing purposes of the processing.
Sharing Your Personal Data
Your information is typically used internally by staff employed by the practice and self-employed dentists working at the practice and responsible for your treatment.
There may be instances where we need to share it – for example, with:
- Your GP
- The hospital or community dental services or other health professionals caring for you
- Private dental plans (if applicable) of which you are a member
- Dental labs
- Finance companies concerning your payment plan
- Any professionals advising us or you, such as any lawyers and insurance companies
- Our IT system providers
- Your next of kin, such as in an emergency
- Pharmacists
- Social services
- Translators or interpreters, such as if you need help using our products and services
- Debt recovery services providers, such as when we seek to recover any debts from you
- Any third party who buys us
We will only disclose your information on a need-to-know basis and limit any information we share to the minimum necessary.
In certain circumstances or if required by law, we may need to disclose your information to a third party not connected with your health care, including HMRC or other law enforcement or government agencies.
International Transfer of Personal Data
Where we transfer your data to third parties outside of the UK, we will ensure that certain safeguards are in place to provide a similar degree of security for your personal data. As such:
- We may transfer your personal data to countries that the UK has approved as providing an adequate level of protection for personal data by; or
- If we use US-based providers that are part of a UK-approved legal privacy framework, we may transfer data to them, as they have appropriate safeguards in place; or
- Where we use certain service providers who are established outside of the UK, we may use specific contractual clauses approved by the European Commission, giving personal data the same protection it has in Europe.
If none of the above safeguards is available, we may request your explicit consent to the specific transfer. You will have the right to withdraw this consent at any time.
Cookies
You can set your browser to refuse all or some browser cookies or to alert you when websites set or access cookies. If you disable or refuse cookies, please note that some parts of our website may become inaccessible or not function properly.
Knowing your Information Rights
Under data protection law, you have rights including:
Your right of access – You have the right to ask us for copies of your personal information.
Your right to rectification – You have the right to ask us to rectify personal information you think is inaccurate. You also have the right to ask us to complete information you think is incomplete.
Your right to erasure – You have the right to ask us to erase your personal information in certain circumstances.
Your right to restriction of processing – You have the right to ask us to restrict the processing of your personal information in certain circumstances.
Your right to object to processing – You have the right to object to the processing of your personal information in certain circumstances.
Your right to data portability – You have the right to ask that we transfer the personal information you gave us to another organisation, or to you, in certain circumstances.
You are not required to pay any charge for exercising your rights. If you make a request, we have one month to respond to you.
Depending on the nature of the request we may need to ask you to provide further information to verify your identity and/or better understand your request.
How to complain
If you have any concerns about our use of your personal information, you can make a complaint to us using the contact details at the top of this notice.
If you are dissatisfied with our response or prefer to lodge your complaint with them directly you can do using the details below.
The ICO’s address:
Information Commissioner’s Office
Wycliffe House
Water Lane
Wilmslow
Cheshire
SK9 5AF
Helpline number: 0303 123 1113
ICO website: https://www.ico.org.uk
Complaints Policy
If you have a complaint or concern about the service you have received from the dentist or any of the staff working at this practice, please let us know. We operate a practice complaints procedure for dealing with complaints. Our complaints system meets national criteria.
How to complain
We hope that most problems can be resolved easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out this way and you wish to make a complaint, we will respond to your complaint within three working days, enabling us to establish what happened more easily. If it is not possible to do that, please let us have details of your complaint within 12 months of the incident that caused the problem.
Complaints should be addressed to Dr Leena Asopa – Complaints Manager, or Dr. Anurag Sharma – Deputy Complaints Manager. You may ask for an appointment in order to discuss your concerns. We will explain the complaints procedure to you and will ensure that your concerns are dealt with promptly. It will be a great help if you are as specific as possible about your complaint.
What shall we do:
We shall acknowledge your complaint within 3 working days and aim to investigate your complaint within 10 working days of the date when you raised it with us. We shall then be in a position to offer you an explanation, or a meeting with the people involved. When we investigate your complaint, we shall aim to:
- Find out what happened and what went wrong.
- Make it possible for you to discuss the problem with those concerned, if you would like this make sure you receive an apology where this is appropriate.
- Identify what we can do to make sure the problem doesn’t happen again.
- Should a patient make a complaint or claim, we may need to provide information about the patient, and treatment they have received, to insurers, indemnifiers or legal advisers.
Complaining on behalf of someone else
Please note that we keep strictly to the rules of clinical confidentiality. If you are complaining on behalf of someone else, we must know that you have their permission to do so. A note signed by the person concerned will be needed, unless they are incapable (because of physical and mental illness) of providing this.
Complaining to Dental Complaints Service
We hope that, if you have a problem, you will make use of our practice complaints procedure. We believe this will provide the best chance of putting right whatever has gone wrong and an opportunity to improve our practice. However, this does not affect your right to complain to an independent body, if you feel you cannot raise your complaint with us or you are dissatisfied with the result of our investigation.
For further advice, you should contact:
Dental Complaints Service 37 Wimpole Street London
W1G 8DQ
Telephone: 020 8253 0800
(Monday – Friday 9am – 5pm)
The CQC don’t get directly involved with complaints made to the practice. They do, however, encourage giving feedback for service providers.
To send feedback to the CQC about please go to: https://www.cqc.org.uk/givefeedback-on-care
or Telephone: 03000 616161 Monday to Friday, 8.30am to 5.30pm Excluding bank holidays.
