A deposit is required when a treatment is booked, with the balance due on the day of treatment. For treatment that takes two visits, such as crowns, we ask for 50% at each appointment. We accept all major credit cards and debit cards and cash. To enable you to start treatment straight away, we also offer our own affordable plan allowing you to enjoy private dental care. Deposit required on booking. This will be lost if you fail to attend with less than 48 hours notice.
Please let us know if you can’t keep your appointment.
A charge may be made if 48 hours’ notice is not given for cancellations. Bad debts will incur a 15% administration charge after one month from the due date.
We try our very best to help you remember you have an appointment with us by:
Text or letter to confirm the appointment 6 weeks before your appointment date (applies to exam appointments only).
Texting 4 days before you are due to come in.
Calling 2 days before and either leaving a message or hopefully talking with you.
(This is why it’s really important that we always have the correct contact numbers for you).
We understand that from time to time it is necessary to cancel and rearrange an appointment. If you are able to give us 48 hours’ notice we will be able to re-book your appointment and offer the appointment to someone else that needs to be seen.
However when we are given less than 48 hours’ notice we may not be able to offer this appointment to someone else. Certainly if you fail to attend and give us no notice then we really are stuck. It is for this reason that short cancellations and failed appointments may incur a missed appointment fee. A fee of £25 for up to 30 Minutes, £50 for up to 60 Minutes and £100 for longer appointments may be levied. We may also request payment in advance of an appointment for longer appointments.
We hope that you understand that in fairness to the vast majority of patients, who do come on time and keep their allotted appointments, we have introduced missed appointment fees.
It is our aim at {{ $practice->name }} to always have satisfied patients, to meet your expectations of care and service and to resolve any complaints as efficiently, effectively and politely as possible. We take complaints very seriously, we investigate them in a full and fair way and take great care to protect your confidentiality. We learn from complaints to improve our care and service. We will never discriminate against patients who have made a complaint.
If you are not entirely satisfied with any aspect of our care or service please let us know as soon as possible to allow us to address your concerns promptly.
We will take brief details about the complaint and will arrange for a meeting when the person is next available. We will keep comprehensive and confidential records of your complaint, which will be stored securely and only be accessible only by those who need to know about your complaint.
If the complaint investigation takes longer than anticipated the Complaints Manager will keep you informed of the reason for the delay, the progress of the investigation and the proposed date it will be completed.
When the investigation has been completed, you will be informed of its outcome in writing and invited to a meeting to discuss the results and any practical solutions that we can offer to you. These solutions could include replacing treatment, refunding fees paid, referring you for specialist treatments or other solutions that meet your needs and resolve the complaint.
We regularly analyse patient complaints to learn from them and to improve our services. That’s why we always welcome your feedback, comments, suggestions and complaints. If you are dissatisfied with our response to a complaint, you can take it further, Please see the contacts below.
Contacts
For private dental treatment you can contact the GDC private dental complaints service within 12 months of the treatment or within 12 months of becoming aware of the issue by calling 020 8253 0800 or visiting www.dentalcomplaints.org.uk
The General Dental Council is responsible for regulating all dental professionals. You can complain using their online form at www.gdc-uk.org contact them on information@gdc-org.uk or by calling 020 7167 6000.
The Parliamentary Health Ombudsman (England): by calling 0345 015 4033 or visiting www.ombudsman.org.uk
