NHS Patient Policy

We provide NHS dental care fairly and respectfully to all. This page summarises key patient policies for your information.

New Patient Acceptance:

• Accept all NHS fee-paying patients regardless of race, gender, age, disability, or medical conditions.
• NHS-exempt treatments: low-income benefits, under 18, under 19 in full-time education, pregnant or recently had a baby (within 12 months).
• Proof of exemption required. Medical conditions alone do not exempt from fees.

NHS Registration and Waiting List

• Attend regular check-ups to stay on the active NHS list.
• Patients absent for over 2 years may be removed.
• Book your next appointment before leaving; update contact details promptly.

Practice Hours and Emergency Care:

• Mon–Thu: 9:00am – 5:00pm & Fri: 8:00am – 4:00pm
• Emergencies (pain, swelling, trauma) seen within 24–48 hours if possible. Toothache alone may not be an emergency.
• Out-of-hours advice via NHS 111.

Appointments – Cancellations and Missed (Failed to Attend - FTA):

• Minimum 48 hours' notice to cancel (weekends and bank holidays don’t count).
• Arriving 5–10 minutes late or missing without valid reason counts as a broken appointment.
• After 1 st missed appointment: 1 FTA reminder sent.
• After 2 nd missed appointment: 2 FTA reminder sent.
• After 3 missed within a 2- year period, NHS treatment will be withdrawn. – 3 FTA/ Deregistration Sent.

Children and Young People “Was Not Brought - WNB”:

• Parents/carers will be notified after first missed appointment, in the form of 1 st , 2 nd WNB reminders.
• After 3 missed, safeguarding agencies may be informed.

Cold Sore Policy:

• If cold sore present under 2 weeks, please reschedule non-urgent care.
• Emergency care still available with protective dressing.

Patient Involvement and Confidentiality:

• Full explanation of treatment options, risks, and costs.
• Patient information kept strictly confidential.

Code of Good Practice:

• Courteous, professional service.
• Aim to limit waiting time to 20 minutes.
• Complaints handled promptly and fairly.

Payments and Charges:

• NHS charges set by NHS; private fees available on request.
• Payment expected before treatment completion.
• Accepted: cash, major debit/credit cards (excludes Amex).

Debt and Zero Tolerance Policies:

• Unpaid fees may lead to removal from NHS list and debt recovery action.
• Abuse or violence against staff or patients will not be tolerated; offenders may be removed, police involvement possible.