We will:

  • Justify the trust our patients have placed in us at all times
  • Listen to patients’ views and learn from them, feedback forms are available at reception as well as online.
  • Communicate with all patients in a courteous, friendly, professional manner
  • Provide all patients with the standard of care that we would expect to receive ourselves
  • Make sure that patients receive full information about our services, their treatment and its cost
  • Make patients aware of our policy for collecting fees. Requests for payment will always be made courteously
  • Provide advice and treatment outside normal surgery hours where necessary and as agreed with individual clinicians
  • Refer patients for further professional advice and treatment where appropriate, explaining each process and gaining consent
  • Are committed to ensuring that we keep our professional skills and knowledge up-to-date
  • At all times respect each patients’ confidentiality
  • Ensure that patients should have to wait no longer than 30 minutes to be seen
  • Manage our appointments system so that treatment appointments are booked no more than 8 weeks ahead
  • Deal with every telephone call promptly
  • Provide patients with a treatment plan and an estimate of costs for each new course of treatment. No treatment will be undertaken without the patient’s full and explicit consent
  • Make the practice policy for dealing with complaints known to patients. All complaints will be treated sympathetically and according to the agreed procedures, support will be given to patients during the complaints procedure along with one designated responsible person who can answer any questions.
  • Provide any emergency treatment required during practice hours as soon as is reasonably practicable and normally within 24hrs
  • To follow the latest cross-infection guidelines ensuring your safety is prime concern.
  • Out of hours, contact number will be displayed at the entrance to the practice and recorded on the telephone answering machine. This information will be correct at all times.

In return, we would like you to:

  • Participate in your dental treatment, particularly any advice about prevention and diet that we have asked you to continue at home
  • Arrive on time for your appointment. Please give the practice at least 24 hours’ notice if you are unable to keep your appointment. We may charge for missed appointments where we have not been notified OR (for NHS patients) If you miss an appointment on more than one occasion without letting us know, we may need to review future provision of treatment for you at the practice
  • Inform us of any changes to your medical history
  • Make us aware if you change your name, address or telephone number
  • Treat our staff courteously; they will do their best to help meet your needs. Violent or abusive patients will not be seen at our practice.
  • Return to the practice for routine recall appointments as requested by the dentist. Failure to contact the practice for a period exceeding 2 years will result in you being considered a new patient and you may not have access to routine or emergency appointments. Subject to individual practice availability.
  • Complete any outstanding payments at the end of each visit.