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In this practice, we take patient safety very seriously and aim to ensure that incidents affecting patient safety directly and indirectly are always kept to a minimum.

No matter how careful people are with the work that they undertake, mistakes can sometimes happen – the best people sometimes make the worst mistakes. Within our practice, we encourage everyone to report mistakes and near misses as soon as possible so that action can be taken promptly.

The following procedure should be followed:

  • If an event happens that affects patient safety or potentially affects patient safety.
  • If you feel something within the practice might affect patient safety in the future.
  1. Mrs P Boylan has been appointed the Patient Safety Officer within this practice. All patient safety incidents, near misses or concerns, should be reported to the Patient Safety Officer.
  2. The Patient Safety Officer will immediately enter the incident, near miss or concern in the incident report book and begin investigating what happened, how, and why. The Patient Safety Officer will consider with the clinician concerned whether the defence organisation should be informed.
  3. Where an incident has caused a patient harm or distress, the Patient Safety Officer will ensure that the patient has been given a full explanation of the incident and what action is being taken by the practice. Where appropriate, an apology will be given and followed up in writing if necessary. All communications with the patient (verbal and written) will be recorded.
  4. The Patient Safety Officer will also consider whether the patient, the immediate family of the patient, members of the team involved in the incident and those responsible for reporting the incident need further support. We aim to encourage reporting adverse incidents and will not blame individuals for mistakes.
  5. When the details of the incident have been established, and if appropriate, the Patient Safety Officer will discuss the matter with the other members of the dental team at a practice meeting. Solutions or changes to current policies and protocols will be discussed fully, and action will be agreed upon. If relevant, changes will be notified to the patient.
  6. The effectiveness of the solutions and/or changes will be reviewed at agreed intervals, and the findings will be reported at practice meetings.
  7. The Patient Safety Officer will ensure that the incident is fully recorded and that the practice risk assessment is updated in light of the proposed solutions or changes.
  8. The Patient Safety Officer will, where required, report adverse incidents to the Patient Safety Manager at the Strategic Health Authority, according to national guidelines.

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Exceeding expectations

star 1

“We always have such a great customer journey at Priory House from the reception desk through to our super talented dentist Dr Howell. He has recently done the most fantastic work on building up my teenagers teeth. She and I totally trusted him to do a good...”

C. Warde

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“A full recommendation for the Priory! I knew straight away I was in safe hands with my dentist Dr Gethin Howell and nurse Millie White. I was fitted with composite bonds top and bottom , I'm extremely happy with the end result. A very caring team so...”

C. Harmony

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“I was very pleased with my experience at priory house. I was very anxious at first but my dentist Dr Mohan and his nurse Amy made me feel at ease. I feel much better about coming back next time. Highly recommend to anyone trying to find a...”

S. Stan

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“My family and I started using this practice back in 1996, then in 2014 moved away from the area. Having tried out two local practices over the last 9 months, I realized that Priory House would be hard to match, and I have now returned to them,...”

M. Jones

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“Being an extremely nervous patient, particularly with dental treatment I can’t recommend Priory House highly enough! All the team are incredibly patient and understanding of this, and go out of their way to make me feel at ease. I’m never rushed through treatment and always have my...”

A. Leadbetter


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