Policies and Procedures

Payment policy. All patients are provided with a treatment plan and estimate of costs before the treatment commences. Fees are payable as treatment progresses and paid, in advance of the appointment, upon booking.

Management of appointments. Appointments can be made or rescheduled by calling the practice.

Reminders. E-mail or text reminders are sent to patients the day before any appointment and patients are requested to respond to confirm attendance. Please inform the practice if you do not intend to attend the appointment and of any changes to your contact details.

Cancellation. Please try to give 24 hours notice if you would like to cancel your appointment. If you fail to give us 24 hours notice you will be charged a cancellation fee.

Guarantee: Some dental treatment cannot be guaranteed, such as root fillings and temporary or emergency treatment. However, the practice guarantees most permanent dental treatment for one year; this means that should a permanent filling fall out within a year it shall be replaced for free.

Emergency. Please call the clinic during working hours and you will be appointed usually the same day or the next day. Outside of working hours please call the following number 03330 063 300 or A&E in cases of emergency.

Disability access. The practice has made its best efforts to provide access for those with mobility impairments. The surgeries are all at ground floor level. Patients requiring assistance to navigate the front door steps can ring the front door bell and a ramp can be placed over them to help wheelchairs into the building. Guide and assistance dogs are welcome in the practice garden during treatments. Practice information is available in alternative formats including large print. Patients with hearing aids are provided with an induction loop. The toilet is suitable for disabled people. There are limited spaces for parking directly outside the practice gate which are available for up to an hour and are the best parking option for those with mobility issues.

Complaints. We aim to resolve verbal complaints within 24 hours where possible. If you complain in writing to the practice the Complaints Manager, Dr Roxanna Smith, will send an acknowledgement back within 3 working days and will aim to provide a full response in writing as soon as practical.

We will arrange for a meeting when it is suitable for you and the practice. If the complaint investigation takes longer than anticipated, the Complaints Manager will contact you to keep you informed of the reasons for the delay and the proposed completion date. When the investigation has been completed, you will be informed of its outcome in writing. You will also be invited to a meeting to discuss the results and any practical solutions that we can offer you.

We regularly analyse patient complaints to learn from them with the aim of improving our services: that is why we always welcome your feedback, comments, suggestions and complaints. Your complaint and any pursuant investigation is confidential.

If you are dissatisfied with our response to a complaint you can contact the GDC private dental complaints service by calling 020 8253 0800 or visiting www.dentalcomplaints.org.uk.

You can also contact the Care Quality Commission (CQC) who regulates dental services by calling 03000 616161.

You can also contact the General Dental Council using their online form at www.gdc-uk.org or by calling 020 7167 6000.