Patient Care Standards 2025

Arriving for Appointments + Medical History

Please arrive on time for all your dental appointments, ideally 5 minutes early. Before any new examination or treatment we update your records, including your medical history. This is part of the British Dental Association Standards for providing safe dental care. If you have a prescription list you are welcome to share it. Late arrivals may need to be rescheduled and a fee may apply at our discretion.

Treatment Payments

We kindly ask that all our patients contribute towards their treatment in advance. This helps us manage appointments efficiently and ensures the best care for everyone. This will be communicated clearly when booking.

Cancelled & Late Cancellations

Please provide at least 48 hours' notice if rescheduling. This helps us rebook appointments efficiently and accommodate urgent cases.

Frequent short-notice cancellations may result in no further appointments offered.

If an open course of treatment is left inactive for 2months, it will require a new Clinical Examination.

Outstanding treatments may be added to our cancellation list and offered with one day's notice.

Missed Appointments

If you miss an appointment, we hold the right to not offer any further appointments. You may be offered a place on a cancellation list/waiting list. You will be contacted and offered same-day or next-day appointments when available. Unfortunately, we cannot guarantee how long it may take before you are contacted again, as availability is unpredictable.

Missed appointment fees apply to private treatments.

Regular Attendance

For our NHS patients – no attendance for 2 years will be considered inactive, and routine care may no longer be offered. Patients unwilling to follow treatment advice may also be discharged from our service.

Professional Advice

Trust and Professional Advice: We ask that all patients place their trust in the professional and ethical standards of our care. Rejection of our clinical advice or refusal to follow a recommended treatment plan, when it is determined to be detrimental to your oral health or the proper functioning of the practice, can result in removal from our patient list.

Communication and Respect

Our Team Deserves Respect and Equality: Every member of our team is a valued professional who contributes to your care, from the reception staff to the dentists. They are all to be treated equally, and their professional boundaries and duties must be respected. We expect courteous communication at all times, including using a respectful tone of voice, and acknowledging that staff members are following established practice protocols intended to ensure quality care and efficient service.

Prohibited Conduct

We have zero tolerance for unacceptable behaviour. Any behaviour that is threatening, violent, abusive, aggressive, or excessively rude towards our staff, practitioners, or other patients is strictly prohibited. This includes (but is not limited to) shouting, using profanity, engaging in harassment, discrimination, making personal insults, or exhibiting physically intimidating actions. This applies both in person and in any written or telephonic communication with the practice. Any breach of this will result in immediate removal from our care. We may involve law enforcement for criminal activity or threats.