Attendance and Cancellation Policy
Please try to ensure you attend your appointments on time. You may need to complete some paperwork before your appointment, so it is often useful to arrive 10 minutes early.
If you are running late, please call us on 01845 523620 to let us know your expected arrival time.
If you arrive more than 5 minutes late, we will make every effort to still see you, but cannot guarantee to do so.
Missed appointments and Cancellations
e.g. Dental Health Check, Hygienist, Fillings
We request that you give at least one full working day’s notice for any cancellations (e.g. An appointment at 2pm on Monday should be cancelled before 2pm the previous Friday)
e.g. Dental Implant treatment, Complex treatment appointments
We request that you give at least one week’s notice of cancellation. Please note that your standard SMS appointment reminder may state 1 working day’s notice is required. One week is correct.
Even if there is less than one working day until your appointment, we are still grateful for any cancellation to be made in advance.
Appointments cancelled with less notice than indicated above, or appointments that are missed without being cancelled, may incur a charge. We will let you know if a charge will be payable.
If you miss multiple appointments, we may remove you from our list.
If you have paid a deposit for your appointment (e.g. dental implant appointment), and you miss the appointment or cancel with less than the required notice period, we will retain your deposit. When you re-book, we will ask you to pay the deposit again.
We will no longer offer you appointments on the NHS if you miss, or cancel at short notice:
- 2 appointments out of your last 4, or
- 2 appointments in the last 24 months
If you miss (or cancel at short notice) appointments not fitting the criteria above but which, in our opinion, leads to an irrevocable breakdown in relationship, we may no longer offer to see you on the NHS.
We hope you never have reason to complain. However, if you have a complaint, we always aim to resolve the matter swiftly and amicably. Therefore, please speak to us in the first instance and we will do whatever we can to resolve the problem.
If you wish to register a formal complaint, we keep complaints forms at reception which you can complete. You can also register you complaint by contacting us in writing by letter or email. To register a formal complaint, please make this clear in your correspondence
You can view our complaints procedure at the practice reception or download a copy here.
Download complaints procedure.
If you make a complaint to us and we are unable to resolve it, it can be passed on to the Health Service Ombudsman for resolution.
If you need assistance to make a complaint, please contact the Cloverleaf Advocacy service.
If you would like to make a complaint, but would prefer not to approach us directly, you can contact the following bodies:
PO Box 16738
The Parliamentary and Health Service Ombudsman:
0345 015 4033
Click here for the Health Service Ombudsman website
Dental Complaints Service
General Dental Council
37 Wimpole Street
Click here for the Dental Complaints Service website
Feedback and Comments Policy
We always welcome feedback and comments. You can do this in the practice or by using our contact form here.
We collect ongoing feedback from our NHS patients with the NHS Friends and Family Test. You can see the results of this feedback here.
You can also read tesimonials from our patients here and see video stories from our patients here.
You can download our privacy policies here, which contain information about the types of data we process, and how we process them:
How we will contact you
We will contact you using the contact information you have given us which may include by phone, SMS, post or email.
We will contact you with service messages which will allow us to continue to provide safe and effective dental care. This includes reminders of upcoming appointments and notification when routine appointments are due.
To opt out of these service messages, please contact us. Please be aware that, in any case, it is your responsibility to attend appointments and repeated failure to attend may incur fees, or you may be removed from our list.
If you have given us permission to do so, we may contact you periodically with information about events, promotions or services. You can opt in or out of marketing communications below.
General Dental Council http://www.gdc-uk.org/
British Dental Health Foundation http://www.dentalhealth.org/
Association of Dental Implantology http://www.adi.org.uk/
Care Quality Commission http://www.cqc.org.uk/
NHS England North Yorkshire and Humber Local Area Team https://www.england.nhs.uk/north/contact-us/
Dental Complaints Service https://dcs.gdc-uk.org/
We adhere to the General Dental Council’s guidance “Standards for the dental team”
A copy of this guidance can be found at http://standards.gdc-uk.org/