Attendance and Cancellation Policy
Please try to ensure you attend your appointments on time. 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.
Cancellations and Missed Appointments
If you need to cancel or reschedule an appointment, please give us as much notice as possible.
If you would like complimentary appointment reminders 1 week in advance, please register your email address with us.
As a minimum, we ask that you give us the following amount of notice:
|Dental Health Check||1 full working day*|
|Urgent appointment e.g. lost crown, broken tooth||1 full working day|
|New patient first appointment||2 full working days|
|Hygienist appointment||2 full working days|
|Treatment appointment||2 full working days|
|Dental implant appointment||5 full working days|
|Complex treatment appointment**||5 full working days|
*A working day is Monday to Friday. (e.g. a dental health check appointment at 2pm on Monday should be cancelled before 2pm the previous Friday)
**This includes any appointment where a deposit is taken at the time of booking
Charges for appointments missed or cancelled at short notice
If you miss an appointment, or cancel with less notice than indicated above, we may make a charge for this depending on circumstances. We will let you know if a charge will be payable.
If you cancel multiple appointments at short notice, we may ask you to pay for future appointments at the time of booking. We may also consider removing 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 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.
You can also read testimonials 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/
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/