DenPlan Policy

At Camberley Dental Clinic, we are committed to delivering high-quality dental care in a professional, ethical, and patient-focused environment to our DenPlan patients.

New Patient Acceptance & Registration:

• We welcome all patients to register as DenPlan patients regardless of race, gender, age, disability, or medical condition.
• Registration is paid via direct debit; benefits start 3 months after joining.
• Register by phone or at reception – quick and easy.

Benefits include:
• 2 routine exams and 2 hygiene appointments per year (spaced approximately 6 months apart)
• Same-day emergency appointments
• 10% discount on private treatments (excluding specialist treatment)
• Worldwide dental emergency cover

Book your next appointment before leaving; keep us updated with any changes to your contact details.

Continuity of Care:

• You will be advised which dentist/hygienist you will see at your first appointment.
• Subsequent appointments will be with your usual clinician where possible.
• If your regular clinician is unavailable, you will be notified.

Practice Hours and Emergency Treatment:

• Mon–Thu: 9:00am – 5:00pm and Fri: 8:00am – 4:00pm
• Emergencies (pain, swelling, trauma) are assessed on first contact and seen within 24–48 hours if possible. Toothache alone is not classed as an emergency but will be managed appropriately.
• Out-of-hours emergency support via DenPlan helpline: 0800 844 999.

Appointment Cancellations and Missed Appointments:

• Please give at least 48 hours’ notice to cancel (excluding weekends and bank holiday).
• Missed appointments, late arrivals over 10 minutes, or cancellations without sufficient notice are “broken appointments.”
• After 1st missed appointment: reminder email sent.
• After 2nd missed appointment: you may lose your yearly entitlement to routine and/or hygiene appointments.
• We recognize emergencies may occur; these are considered when assessing cancellations.

Cold Sore Policy:

• If you have a cold sore under 2 weeks old, please reschedule non-urgent appointments to reduce virus transmission risk.
• Emergency treatment is available with a protective dressing applied.
• No cancellation fee is charged if you cancel due to a cold sore, a picture may be required as proof.

Patient Involvement and Confidentiality:

• You will be fully informed about treatment options, risks, and costs.
• Patient confidentiality is strictly observed in line with legal standards.

Code of Good Practice:

• We strive for courteous, professional service with minimal waiting times (aim: under 20 minutes).
• Treatment appointments are usually booked within 2 weeks or as soon as reasonably possible.
• All complaints are taken seriously and dealt with promptly and fairly.

Payments and Charges:

• Detailed cost information is provided upfront and the price may already the discounted fee if applicable.
• Payments accepted by cash and all major debit/credit cards (excluding Amex)
• Written estimates and treatment plan available on request.
• Should direct debits payments fail or if you cancel your direct debit, you will lose your yearly entitlement and all future appointments will be cancelled. Furthermore, you will be taken out of our active Denplan patient list.

Payment and Refund Policy:

• All major debit and credit cards accepted (Except Amex)
• Notify us immediately of any changes in contact details.
• If you cancel a course of treatment, provide at least 48 hours’ notice to receive a full refund for unprovided treatments.
• For lab work (crowns, bridges, dentures), fees incurred are non-refundable.
• Refund requests must be submitted in writing and will be processed within 14 days.
• Cash refunds require 72 hours’ notice for collection.

Bad Debt Policy:

• Full payment for treatments is required before completion.
• Payments can be made by cash, debit or credit cards, including phone payments.
• Non-payment triggers reminders; continued non-payment may lead to removal from the practice and use of debt recovery services.

Zero Tolerance Policy:

• Abuse, threats, harassment, or violence against staff or patients is strictly prohibited.
• Offenders may be removed from the practice list and, if required, police will be informed.
• All incidents are logged and reported to the Practice Manager.

Thank you for choosing DenPlan at Camberley Dental Clinic. If you have any questions or need assistance, please contact us.