Sonria Dental Clinic Limited aims to provide patients with a standard of care we would expect to receive ourselves. Our goals are:
By meeting all of the above Aims and Objectives, we hope to provide the opportunity for patients to fully participate in their oral healthcare in a safe and supportive environment. The patient’s wishes and best interests will always be at the centre of our treatment planning process.
We will actively seek patient feedback to ensure our services meet patients’ needs and expectations.
If you have a complaint or concern about the service you received from the dentist or any of our staff working in the practice, let us know.
Our complaints system adheres to the national criteria.
We hope that most problems can be easily and quickly, often at the time they arise and with the person concerned. However, if your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible. Ideally, within a matter of days or few weeks.
Complaints should be put in writing, addressed to the Practice Manager, to our address:
Ms Adriana Osorio
Sonria Dental Clinic,
Back Office,
25 Devonshire Place,
London,
W1G 6JD
The Practice Manager will ensure that your concerns are dealt with promptly. It will be great help if you are specific with your complaint.
We shall acknowledge your complaint within five working days. We shall then be in a position to offer you an explanation.
Investigating your complaint, we shall aim to:
Please note that we keep strictly to the rules of confidentially. If you are complaining on behalf of someone else, we have to know that you have permission to do so. A note signed by the person concerned will be needed, unless they are incapable (because of physical or mental illness) of providing this.
If patients are not satisfied with the result of or procedure then a complaint may be referred to:
We hope, if you have a problem, you will use our practice procedure. We believe this will provide the best chance of putting right whatever has gone wrong and an opportunity to improve our practice. However, if patients are not satisfied with the result of or procedure, then a complaint may be referred to:
Complaints about private treatment
The Dental complaints service,
The Lansdowne Building,
2 Lansdowne Road,
Croydon,
CR9 2ER
Telephone: 0845 120 540
Dentists’ registration body:
General Dental Council
37 Wimpole St,
Marylebone,
London,
W1G 8DQ
The rights of our patients and our staff with regards to discrimination are protected by anti-discrimination legislation including:
By adopting this Policy, we accept our responsibility to ensure that discrimination does not take place and that everyone is treated fairly and equally.
PRIVACY POLICY AND CONDITIONS OF USE OF DATA
This privacy policy sets out how Sonria Dental Clinic Limited uses and protects any information that you give when you use this website.
The Practice is committed to complying with the Data Protection Act 1998, the General Data Protection Regulation (GDPR), and other standards.
The Practice only keeps relevant information about employees for the purposes of employment, and about patients to provide them with safe and appropriate dental care.
The person responsible for Data Protection is the Practice Manager: Ms Adriana Osorio
Our legal basis for processing data is:
“9(2)(h) – Processing is necessary for the purposes of preventative or occupational medicine, for assessing the working capacity of the employee, medical diagnosis, the provision of health or social care or treatment or management of health or social care systems and services on the basis of Union or Member State law or a contract with a health professional.”
Hard copy and computerised records are stored, reviewed and updated securely and confidentially. Records are destroyed when no longer required. Confidential information is only seen by personnel who need to see it and the team are trained on our policies and procedures to keep patient information confidential.
To facilitate patients’ health care, the personal information may be disclosed to a dentist, doctor, health care professional, hospital, NHS authorities, HMRC, or private dental schemes of which the patient is a member. In all cases only relevant data is shared. In very limited cases, such as for identification purposes, or if required by law, information may have to be shared with a party not involved in the patient’s health care. In all other cases, information is never disclosed to such a third party without the patient’s written authority.
All confidential information is sent via secure methods. Electronic communications and stored data are encrypted. All computerised clinical records are backed up and encrypted copies are kept off-site. No information or comments about patients are posted on social networking or blogging sites. Criminal record check information is kept securely in a lockable, non-portable storage cabinet with access strictly controlled and limited to persons who need to have access to this information in the course of their duties.
The Practice has appropriate procedures to ensure personal data breaches are detected, reported and investigated effectively, including procedures to assess and then report any breaches to the Information Commissioner’s Office where the individual is likely to suffer some form of damage, e.g., through identity theft or confidentiality breach.
The Practice will report serious data breaches to the ICO within 24 hours of becoming aware of the essential facts. The Practice will keep a log of all personal data breaches and record the basic facts, effects of the breach and remedial action taken.
Patients and team members can have access to view the original of their records free of charge. Copies of patient or team member records are provided following a written request to the Practice Manager, Ms Adriana Osorio. The requested copies will be provided within 40 days on receipt of request.
An employee or a patient may challenge information held on record and, following investigation, should the information be inaccurate the Practice will correct the records and inform person of the change in writing.
When the request for information is about the personal data of a child, the Practice will consider if the child is mature enough to understand their rights. If they do, then the Practice will consider responding directly to the child rather than the parent. If it is decided that the child is not mature enough to understand their rights, and there is some doubt about parental responsibility, proof of identity and evidence of parental responsibility will be requested. The Practice will update its privacy notice to ensure its gives information in a language that can be understood by a child on any processing of children’s personal data.
When the Practice receives a third-party request for information on someone else’s behalf (e.g., from a solicitor) evidence of their permission will be requested; this could be a written authority to make a request or a power of attorney.
When the Practice receives a third-party request for information for a patient who lacks the mental capacity to manage their affairs, the Practice will ask to see evidence of a Lasting Power of Attorney or the evidence of appointment by:
This policy should be read in conjunction with the Confidentiality Policy (M 233-CON), and the Information Governance Procedure (M 217).
When we obtain consent for marketing such as by email, this consent is specific, granular, clear, prominent, opt-in, documented and easily withdrawn. We have a system used to record consent and implement appropriate mechanisms in order to ensure an effective audit trail.
Please visit our ‘Reconnect with us‘ page to update your marketing preferences.
Collected Information
Our website may collect personal information through the quote form. By completing it you accept the terms and conditions of use of our website. We may collect information such as: name, contact information, telephone number and location. Likewise, when necessary, specific information may be required to process a purchase, make a delivery or billing.
Use of collected information
Our website uses the information in order to provide the best possible service, particularly to maintain a register of users and to improve our products and services. It is possible that emails will be sent periodically through our site with special offers, new products and other advertising information that we consider relevant to you or that may provide you with some benefit, these emails will be sent to the address you provide and may be cancelled. anytime.
Sonria Dental Clinic Limited is highly committed to fulfilling the commitment to keep your information secure. We use the most advanced systems and constantly update them to ensure that there is no unauthorized access.
Cookies
– Sonria Dental Clinic Limited – Tel: +44 2072241402 Email: info@sonriadentalclinic.com https://www.sonriadentalclinic.com
A cookie refers to a file that is sent in order to request permission to be stored on your computer, by accepting said file it is created and the cookie then serves to have information regarding web traffic, and also facilitates future visits to a web recurrent. Another function that cookies have is that with them the websites can recognize you individually and therefore provide you with the best personalized service.
Our website uses cookies to be able to identify the pages that are visited and their frequency. This information is used only for statistical analysis. You can delete cookies at any time from your computer. However, cookies help to provide a better service on websites. You do not give access to information from your computer or from you, unless you want it to, and provide it directly. You can accept or deny the use of cookies, however, most browsers automatically accept cookies as it serves to have a better web service. You can also change your computer settings to decline cookies. If they are declined, you may not be able to use some of our services.
Links to Third Parties
This website may contain links to other sites that may be of interest to you. Once you click on these links and leave our page, we no longer have control over the site to which you are redirected and therefore we are not responsible for the terms or privacy or the protection of your data on those other third-party sites. These sites are subject to their own privacy policies, so it is recommended that you consult them to confirm that you agree with them.
Intellectual property: All content is the exclusive property of Sonria Dental Clinic Limited or, in some cases, of third parties who have authorized Sonria Dental Clinic Limited for its use and/or exploitation. Any unauthorized use of the contents will be taken as a violation of the Terms and Conditions.
Control of your personal information
At any time, you can restrict the collection or use of personal information that is provided to our website. Our company will not sell, assign or distribute the personal information that is collected without your consent, unless required by a judge with a court order.
We reserve the right to change the terms of this Privacy Policy at any time.
– Sonria Dental Clinic Limited – Tel: +44 2072241402 Email: info@sonriadentalclinic.com https://www.sonriadentalclinic.com
Our procedures for deleting personal data in electronic or paper format are detailed in the Record Management Policy (M 233-REM). If not related to necessary clinical or employment records we will delete personal data.
Payment Method
Sonria Dental Clinic accepts cash or credit/debit cards (MasterCard, Maestro, Visa, Visa Electron, American Express). Payments on-line will be through Paypal.
We also offer credit facilities through Tabeo financial services www.tabeo.co.uk
You must inform Sonria Dental Clinic 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.
All patients of Sonria Dental Clinic are required to read and sign our terms and conditions which form part of our cancellation policy.
Our terms and conditions state:
Refund Policy
Cancellation of Courses of Treatment by Sonria Dental Clinic
If, for any reason, a course of treatment is cancelled, then Sonria will make every reasonable effort to give the patient as much notice as possible. Sonria Dental Clinic’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. Sonria Dental Clinic 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. Sonria Dental Clinic reserves 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 Sonria Dental Clinic a minimum of 48 hours prior notice.
If 48 hours prior notice is not received, Sonria Dental Clinic reserves the right to withhold a proportionate amount of money, based upon the length of the appointment, to cover overheads.
Sonria Dental Clinic 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. Should zero fee have been taken on the preparation appointment, the patient shall liable for the lab fee incurred in full. Smart Dental shall provide the lab invoice for reference.
If you have paid and booked a consultation (£60.00) and services have not yet been provided, we shall refund the transaction paid by the method of which the original payment was made, within 72 hours.
Customers can request a full refund within 14 calendar days of receiving a purchase confirmation e-mail.
If you are requesting a refund on a discounted service, or a multi-buy discount offer (for example ‘buy 6 for the price of 5’), you will be refunded the full price of that item less the total discount given to the offer. If you return all items purchased with the multi-buy discount, you will be refunded with the full multi-buy value.
To exercise your right to cancel, please email info@sonriadentalclinic.com with your full name, order reference number, and service purchased. You will be refunded to your original method of payment within 14 calendar days of our receipted of the cancelled purchase.
In the case that you are not completely satisfied with the service you have received, or the ultimate result of your treatment, please e-mail info@sonriadentalclinic.com. We will investigate the matter and liaise with you directly. Refunds are on a case-by-case basis, and the outcome shall be communicated in writing to you within 28 calendar days.
If you need to cancel your appointment, we require 48 hours’ notice. We ask for all cancellations to be made by email, phone call or in person. A voice message, should the practice be closed, is also acceptable.
E-Mail: info@sonriadentalclinic.com
Address: 25 Devonshire Place, London W1G 6JD.
If at any stage you are not satisfied with our response you may contact the Dental Complaints Service
Welcome to the SONRIA.CO.UK terms and conditions. These terms and conditions apply to all services ordered from SONRIA.CO.UK. Please read through this page carefully before placing your order. By using this website and/or placing an order you agree to be bound by the terms and conditions set out below.
We may change these terms and conditions from time to time without notice to you. Once your order has been confirmed, we will not be able to make any changes to the terms that apply to that order. Changes will, however, apply to any subsequent orders received.
Before placing an order, if you have any queries relating to these terms and conditions, please contact us on info@sonria.co.uk.
Depending on the particular functionality of our Site at any time, you may or may not need to Register. Nevertheless, you must Register in order to make a purchase. If you are aged 18 years old or over, you may create an account and become a registered user of SONRIA.CO.UK. This is so that we can provide you with access to print your E-Receipt, view past purchases, and modify your preferences. You Register with us so you don’t have to re-enter your information every time you buy something.
To Register you need to supply us with your full name, postcode, email address, and possibly some other personal information. You will also need to supply us with a password. You must keep the password confidential and immediately notify us if any unauthorised third party becomes aware of that password. You should also notify us if there is any unauthorised use of your email address or any breach of security known to you.
Please note that you are entirely responsible if you do not maintain the confidentiality of your password. In the event that a person to whom your password is disclosed to uses (and/or transacts via) our Services and Site, you agree that we are not responsible or liable.
SONRIA.CO.UK may provide Account holders and visitors to the Site various opportunities to submit services reviews, opinions, advice, ratings, and/or survey responses. You may be required to have an Account to submit User Content.
You agree and acknowledge that User Content is public. Any person may read your User Content without your knowledge. We encourage users not include any additional personal information in your User Content unless you wish for it to be publicly disclosed. We are not responsible for the use or disclosure of any information that you disclose in connection with User Content.
It may be possible to modify or remove the User Content you submit or post through your Account. Sonria cannot guarantee that the User Content you modify or remove will be modified or removed from the Site or that the User Content will cease to appear on the Internet, in search engines, social media websites, or in any other form, media or technology.
When you place an order on our website we shall email you an order confirmation email. Once you have checked out and you have received your order confirmation email you will not be able to make any changes to your order so please make sure that everything is correct before clicking the ‘PLACE ORDER’ button.
Any discounts triggered by the entry of a valid promotional code will be applied to your basket prior to checkout. The discount will also be detailed on the paid invoice you will receive in your confirmation email.
We reserve the right to refuse an order. Non-acceptance of an order may, for example, result from one of the following:
We continually update our website. From time to time our practice may run special promotions (which may not be available on our website) or we may offer special discounts online that are not available in our practice.
We accept various forms of payments, including American Express, Visa, Visa Delta, Visa Electron, Maestro, MasterCard, Solo, and PayPal.
Please see www.paypal.com for information on PayPal payments.
Further Information For Overseas Customers
We charge you for your purchase in Pounds Sterling. The actual price charged to overseas customers will be subject to the exchange rate applied by the customer’s credit or debit card company.
Credit Card Validation
All credit/debit cardholders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card refuses to, or does not for any reason, authorise payment then you will be notified of this immediately at the check-out stage.
DISCOUNTS & PROMOTIONAL CODES
Promotional Codes
To redeem a discount, you must provide a valid promotional code prior to placing your order online. We reserve the right to terminate any discount without notice. Discounts are non-transferable, and may only be used online.
Student Discount Online
Students may show us a valid Student Card at our practice, and will receive a discount code in exchange. To redeem your discount online, you can log in to your account and place the code in the basket prior to check out. Discount is not available on giftcards. We reserve the right to terminate this discount without notice. Discount is non-transferable.
Student Discount Instore
Students can receive discounts with any valid student card. To redeem the discount please show a valid student card prior payment at reception. Discount is not available on giftcards. We reserve the right to terminate this discount without notice. We reserve the right to not accept a student ID that we deem invalid or fraudulent.
APPOINTMENT BOOKING & CANCELLATIONS
Booking Your Appointment
You are responsible for booking your appointment(s). In order to do so, please call the practice on +44 (0)20 7224 1402 or email info@sonria.co.uk with your name, treatment, e-receipt number, and date/time preferences. We will do our best to create your appointment to your preference.
We are open Monday to Friday from 08:30 to 18:00 and Saturday from 08:30 to 13:30. We are closed on Sundays.
Cancellations
In order to provide a professional service and to avoid disruptions at our clinic from no-show and/or short notice cancellations, we operate a strict 48-hour cancellation policy for appointments up to an hour long, and 72 hours for appointments longer than an hour.
If you cannot attend your appointment, please give us written notice, either via post or electronically. No-show appointments or cancellations less than 48/72 hours prior an appointment can incur a non-refundable charge of £60.00. In exceptional circumstance, we can waiver the no-show or late-cancellation charge.
PRIVACY POLICY STATEMENT
What Information Do We Collect?
We ask for your name, telephone number, home address, email address and age upon creating an account. When a purchase is made on our site, in addition to the above, we also ask for your billing address, and payment method details. We may obtain information about your usage of our Website to help us develop and improve it further through online surveys and other requests.
What The Data Will Be Used For?
Your data will enable the fulfillment of your order, to notify you about important functionality changes and for survey purposes to improve our website and services to you. We may also send you from time to time (by email or post) information about products and services and details of promotions and special offers from Sonria.
If you do not wish to be contacted for these purposes, we offer a range of ways in which you can inform us about your marketing preferences:
In assessing your request for services, we may use your information for the purposes of the prevention and detection of fraud.
What Information Do We Share With Others?
We may contract with other companies to provide certain services, including credit card processing, name and address verification, email distribution, and promotions management. We provide these companies with only the information they need to perform their services and work closely with them to ensure that your privacy is respected and protected. These companies are prohibited by contract from using this information for their own marketing purposes or from sharing this information with anyone other than Sonria.
Cookies
We use Cookies, a small data file that is stored by your Web browser on your computer to keep track of your current shopping session, to enable you to proceed to checkout at any time and to personalise your online experience. If you do not accept Cookies you will be unable to use this website. Refer to the Help content of your browser for more information on selecting or deselecting Cookies.
Links To Third-Parties Sites
In an attempt to provide you with increased value, we may include third party links on our Website. These linked sites have separate and independent privacy policies. We encourage you to review those policies when you visit those sites. This Statement only covers our Website and does not cover any other website. We therefore have no responsibility or liability for the content and activities of these linked sites.
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(M 233-REM)
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