We endeavour to manage our appointments system to avoid delays in appointment times and minimise loss of surgery time through cancellations and failed appointments.

We endeavour to manage our appointments system to avoid delays in appointment times and minimise loss of surgery time through cancellations and failed appointments.

Practice appointment system

• We monitor our waiting times for (i) treatment and (ii) for booking appointments

• If we need to change or cancel an appointment, we will give you as much notice as possible, and explain the reasons

• We will let you know if there is a change in the dentist that you will see, and explain the reason for the change

Communications

• We will be courteous, friendly and professional always

• We will respond promptly to telephone calls and never ask you to ‘hold’ without first finding out why you have called

• You will receive full information about our services and our policy for collecting fees, including the methods of payment that we accept

• We will explain your treatment options and costs, answer your questions and allow you time to consider the best for you

• We will provide urgent advice and care during practice hours as soon as is practicable. We will refer you for further professional advice and treatment when appropriate

• We will respond to correspondence within five days of receipt

• We encourage you to provide feedback; we will listen to your views and learn from them

We ask that you

• 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

• Let us know if you are unable to keep your appointment; please give at least 48 hours’ working day notice to avoid a late cancellation fee. We make a charge for missed appointments and late cancellations where we have not been notified. This charge should be paid within 7 working days. 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.

• Tell us if your contact details (address, telephone numbers, email) change so that we can keep our records up to date and ensure that we are able to contact you

• Treat our staff courteously; they will do their best to help meet your needs