Private Patient Policy

We provide professional, respectful private dental care without discrimination. This page summarises key policies for your convenience.

New Patient Acceptance and Registration:

• We welcome all private patients regardless of race, gender, age, disability, or medical condition.
• Private patients sign a treatment agreement form at the start. A deposit may be required for ongoing treatment.
• Continuity of care: You will see the same dentist/hygienist whenever possible. Locum coverage is notified if needed.
• Registration is simple and can be done by phone or in person. A £35 deposit is required for your first exam (may include x-rays) or emergency appointment.

Appointments and Continuing Care:

• Book your next appointment before leaving the practice. Keep your contact details updated.
• We aim to remind you of appointments via text or email, but booking is your responsibility.

Practice Hours and Emergency Care:

• Mon–Thu: 9:00am – 5:00pm and Fri: 8:00am – 4:00pm
• Emergency patients (pain, swelling, trauma) will be seen within 24-48 hours where possible. Toothache alone is not classified as an emergency but will be assessed.
• Out-of-hours emergencies: Call 01276 63854 and leave a message; we will respond as soon as possible.

Appointment Cancellations and Missed Appointments:

• Minimum 48 hours’ notice required (weekends and bank holidays do not count).
• A missed appointment or late cancellation without valid reason is a “broken appointment.”
• Late arrivals: Over 5 minutes late for exams or 10 minutes for treatments may be marked as broken appointments.
• A £35 security deposit is required to book treatment appointments. This deposit is non-refundable if the appointment is missed or broken.

Cold Sore Policy:

• If you have a cold sore under 2 weeks old, please reschedule non-urgent appointments to prevent virus spread.
• Emergency treatment is available with a protective dressing applied.
• No cancellation fee applied if cancelled due to cold sores. An image may be required as proof.

Patient Involvement and Confidentiality:

• You will be fully informed about treatment options, risks, and costs.
• Your information is kept confidential under data protection standards.

Code of Good Practice:

• Professional, courteous care with minimal waiting times (aim: under 20 minutes).
• Treatment appointments are normally booked no more than 2 weeks ahead or as soon as reasonably possible.
• Complaints are handled promptly, fairly, and sympathetically.

Payments and Charges:

• Full information on costs provided before treatment.
• Accepted payment methods: cash and all major debit/credit cards (including Amex).
• Payment is required before treatment completion.
• A list of common treatment charges is available on request.

Payment and Refund Policy:

• Cancellation of treatment courses requires at least 48 hours’ notice-not counting weekends and bank holidays-, for full refund of unprovided treatments (minus proportionate fees if notice is late).
• For lab work (crowns, bridges, dentures), fees already incurred cannot be refunded.
• Refund requests must be made in writing and will be processed within 14 days.
• Cash refunds require 72 hours’ notice for collection.

Bad Debt Policy:

• Treatment fees must be paid in full before completion, at the discretion of the dentist.
• Outstanding payments prompt reminders via text, letter, or email.
• Continued non-payment may result in removal from the practice and debt recovery action.

Zero Tolerance Policy:

• Abuse, threats, violence, or harassment towards staff or patients will not be tolerated.
• Offenders may be removed from the practice list and police may be involved.
• All incidents are recorded and reported to the Practice Manager.