Policy Terms.

Cancelling or Rearranging.

Treatment Guarantees.

We guarantee our treatment for 12 months. If treatment fails within this time, we will redo the treatment free of charge.

However, treatment carried out against the advice of the treating clinician, such as opting for a filling when dentist has recommended a crown, cannot be guaranteed. 

Our guarantee does not apply to damage to restorations caused by dental injury or trauma.

Emergency Appointments.

If you require urgent advice or treatment, emergency appointments are available for registered patients. 

During emergency appointments, your dental issue will be temporarily stabilised with a view to reduce any pain or discomfort until further treatment can be carried out.

If urgent advice or treatment is required outside of our opening hours, we offer an out-of-hours service for registered patients. 

We endeavour to see patients requesting an emergency appointment within 24 hours of the request.

Appointment Deposits.

New patients or patients who have not visited the practice in the last five years or more will be required to pay a deposit upon booking. The deposit will be deducted from the appointment fee upon attendance.

A refund will not be offered if less 24 hours notice is given to cancel the appointment. A refund will not be offered if you do not attend the appointment.

The practice reserves the right to ask existing patients with a history of late cancellations or failing to attend for a deposit to secure appointments.

Online deposit payments are made via a secure platform.

Complaints.

We welcome the feedback from patients on our treatment and services. We take our responsibility towards patient care very seriously. If you have any concerns with your care of would like to make a complaint then please see our patient complaints procedure below.

Complaints Procedure.

The person responsible for dealing with any complaint about the service we provide is Catherine Heron, Practice Manager.

If we receive a complaint, whether at reception or via telephone, we will refer them to Catherine Heron. If she is unavailable, we will arrange a convenient time for all involved to discuss the complaint. If this is possible, arrangements will be made for another member of staff to help resolve the situation.

If a patient puts a complaint in writing, the letter will immediately be passed to Catherine Heron and discussed with Nicola Taaffe, if this is what the patient would prefer.

All outcomes will be confirmed in writing and records will be kept for any complaint received. Patient complaints are also recorded on the patients notes.

If a patient is not happy with the response the the complaint, the complaint can be forwarded to:

The Dental Complaints Service                 

37 Wimpole Street, London, W1G 8DQ             

Telephone: 020 8253 0800                       

or

Healthcare Inspectorate Wales

Rhydycar Business Park, Merthyr Tydfil, CF48 1UZ

Telephone: 0300 062 8163