Patient Preparation Information

Posted on 17 June 2020 by Lorraine Barrett

Cornhill Dental Practice would like to welcome you back to the Practice.

As I am sure you are all aware since Cornhill Dental Practice had to close back in March 2020, the government has issued us with new legislation to which the practice has had to adhere.

There are many things here at the practice that we have had to change due to COVID-19, however due to the vaccine roll-out and things improving with the easing of lockdown for everyone we are now re-opening our reception area.

Visiting the dentist will still be a different experience for everyone involved. We have had no choice but to limit the number of patients we can see in a day and we ask for your understanding with regards to this.

We have a telephone Triage process in place so you can get an appointment, or speak to the appropriate person, depending on your needs.

How Telephone Triage Works - For Tooth-Ache and General Issues

Due to government guidelines, it has become necessary for all patients to be fully screened and risk assessed before each new appointment.

To aid this new process Cornhill Dental Practice have updated their software so all patients can fill out any relevant paper work via a secure online portal. This is great news for you because it means you can do all the relevant paperwork in the comfort of your own home, making it a much safer process.

What the receptionist/Triage Nurse will be checking with you before the next steps and what needs to be done:

We will check your address and email details are fully up to date on our system.
We will check if you are classed as extremely vulnerable – i.e. if you have been asked to shield during any of the 3 lockdowns. This is to schedule your appointment accordingly.
If your problem needs to be forwarded to one of our clinicians, so they can make contact with you via the phone, contact details and any times you can be available will be asked. (We advise you to give us a time where you are free to talk and confidentiality can be maintained).
We will need you, to make yourself available, for the telephone triage call..

We will not be able to talk to anyone else with regards to your problem.

Complete the online medical history (This must be done before any appointment can be made) if you do not have online facilities, this will need to be carried out over the phone.
If you’re struggling to hear or need an interpreter, please inform the reception staff prior to this call, however, you will still need to be present during the call. The reception staff will ask if there is a preferable time for calling, and we will do our best to accommodate this request, however, emergencies do occur in medical settings and as I’m sure you will understand these will always take priority over the telephone triage. This will not affect the standard of care you will receive.

How will telephone triage work:

We advise patients who are in pain to phone up first thing in the morning, this is to secure a telephone triage earlier on in the day and, if needed, an appointment slot. (But please be advised appointments may not be given on the same day).

Lost fillings and fractures of teeth are not classed as a dental emergency and will be triaged accordingly.

Time slots will run from:

8.45 – 11am (Expected time of call back will be before 2pm)

11am – 2pm (Expected time of call back will be 5pm)

After 2pm (Next day before 2pm)

If the initial call is missed the dentist will try one more time, if both calls are unanswered the dentist will not try again and you will have to re- ring the practice to advise a more suitable time for calling. (Please note this may not be the same day).

Pre-arranged telephone consultations: these will be arranged directly with the patient. If this telephone consultation is missed it will be classed as a FTA (Failed to attend) and there will be no guarantee of a second call.

What we will send you via email:

You will need to access your online portal to fill out the forms below. This is fully secure site and all information will be attached to your patient record on completion.

Patient Details

Medical History

Oral Health Survey

Contact Consent

Health Screening

We will send all patients a link with the above forms attached, and we asked that all patients log on to their portal and fill out their medical history as soon as possible.

Please note we will not be able to see you for your appointment until we have received your medical history. All appointments booked are checked with our dentists first and prior to your appointment risk assessments will be carried out.

We will also need you to fill out the Health screening form. Please do this a couple of days before you are due to attend.

These forms must be complete 3 days before your appointment, failing to do so will resort in cancellation of your appointment.

Dentist and staff will be un-recognizable due to the vast amounts of Personal Protective Equipment (PPE), and this may be a little scary to some, but we can totally reassure you that they are all the same people and there is nothing to worry about. The equipment is there for your safety.

Our practice will only be open for patients that have pre-arranged appointments. Walk-ins will not be allowed and the practice doors will be locked. However, we are now opening our reception area as a waiting and booking area for patients with pre-arranged appointments.

Children must come with a responsible adult and this adult will also need to be available to attend the appointment. They must also be agreeable to speak to the receptionist about their COVID-19 and Medical Status so a risk assessment can be carried out for them alongside the child attending the appointment. (If a different adult comes to the practice with the child on the day of their appointment a new appointment will need to be made and the original appointment WILL BE CANCELLED)

Chaperones are welcome to attend with an adult but this must be arranged with reception in advance of their appointment and if they are coming into the practice, they will need to be able to speak to the receptionist about their COVID-19 and medical status. No unarranged chaperones, or more than one chaperone/child, will be welcomed into the practice.

Please be aware that we are operating under government regulations and as such the Practice maybe have to close due to any Covid-19 situational change. This will result in appointments being cancelled, possibly at short notice, so we apologise in advance for any inconvenience this may cause.

Our Receptionist will be available at the reception desk to book your next appointment.

Treatment plan estimates will be printed or provided to you over email so feel free to contact us if you have any questions with regards to your treatment.

The day before your appointment you will be contacted again to ensure your attendance and a Covid-19 assessment for you and any chaperone will also be done (Unless previously completed via the Portal).

Over the phone payment towards your appointment can be taken, however, if paying on the day of your appointment please can we ask for Card Payments wherever possible. Please be aware that there will be an additional charge for PPE due to substantial increased costs in this area and no government support for dental practices.

We have made every effort to put in place every protection against Covid-19, however, we can not 100% guarantee freedom from the virus.

WHEN ATTENDING THE PRACTICE

We will be trying to reduce transmission of the virus

DO NOT ATTEND THE PRACTICE IF YOU HAVE COVID-19 SYMPTOMS

If in doubt check https://www.nhs.uk/conditions/coronavirus-covid-19/symptoms/

Staff will be protected at all times with PPE, please do not be alarmed by this.

Please attend the practice alone and with a personal mask on (Only the individual with a pre-arranged appointment will be allowed to enter the building)
Please bring your own pen to sign forms
Please be on time for your appointment - not before or after your appointment time
Toilet facilities are only open for emergency use. (No teeth cleaning will be allowed in our toilet facilities)
Please could we ask that you bring a Card for payment only as we would prefer this to cash. If you wish to pay by cash we would request exact amount in a sealed bag.
If you need to cough or sneeze please use the corner of your bended arm.
A mobile hearing loop is available upon request

The Process

When you arrive at the practice the door will be locked, please ring the buzzer and wait to be let in.
You will be asked to sanitise your hands at the door.
The nurse will go through the questions again reference COVID-19 WHILE YOU ARE AT THE DOOR and take your temperature. If we suspect you have COVID-19 YOU WILL BE ASKED TO LEAVE, GO HOME AND PHONE 111.
At this point you will be asked to use your own pen to sign your – medical history, COVID-19 questionnaire and treatment estimate (if applicable)
The nurse will then take you up to the waiting room or straight up to the surgery. All personal belongings are to be taken up to the surgery and placed in storage box provided.
The dentist will go over your medical history, confirm the reason for your attendance and reconfirm your treatment plan as usual.
Treatment will be carried out.
When treatment is finished you will be asked to sanitise your hands and wait on the ‘X’ on the landing while your nurse replaces her PPE.
She will take you down to the reception area so payment can be made and any further appointments arranged.
The nurse will take you down to the door and ask you to sanitise your hands for one last time before you leave the surgery.
If you have any questions after leaving the surgery please phone us directly and please do not be surprised if our dentist contacts you directly.