Practice Policies
Complaints Procedure
We aim to make your experience as pleasurable as possible.
However, should you have any complaints, please contact the Practice Manager Donna Leonard or the NHS Contract Holder Kuldip Gakhal, who will deal with your complaint and talk you through our procedure.
Alternatively, you can pick up a copy of the practice policy from our reception.
Patient Confidentiality
We take patient confidentiality extremely seriously and all personal information is treated in the strictest confidence.
Only staff members have access to patient information. All our patient records are stored securely to ensure that any patient information is only accessed as part of clinical and management requirements. No information will ever be released to a third party without your express permission.
To see a copy of this policy or if you would like further information regarding your rights to view your patient records, please ask at reception.
Lapsed NHS Patient Policy
NHS Patients
Due to the high number of people wanting to receive NHS dental treatment and the very long waiting lists, our dental practice has no choice but to remove patients who have not attended for two years or more from the NHS list. This means you will need to join our waiting list to be seen in the practice again on the NHS.
Unfortunately, we are not able to send notification of lapsed registrations and we encourage our patients to book their appointments in advance or contact us if unsure.
If you have an appointment, please make sure you don’t forget it.
Please take every step necessary to make sure that you arrive in good time. We need to be strict about both missed appointments and late arrivals and ask that, if you must cancel, make sure you do at least 24 hours in advance.
We value all our patients, and we don’t want to have to tell anyone that we are unable to provide them with routine NHS appointments.
How to keep your place as an Active NHS patient:
• Always attend any appointment booked or cancel the appointment more than 24 hours in advance.
• Make sure you book your next dental examination before you leave the practice. (No more than 2 years)
• Check and update your contact details. Be sure they are correct.
• Mobile phone number. If we can keep in touch with you, then we can help you keep on track, so you don’t miss your appointment.
Reminders
Text reminders are available for all appointments. If we have your correct contact information on file, we can provide a reminder by text 48 hours in advance of your appointment. It is your responsibility to check your text messages, missed calls, answer phone messages and emails to ensure that we are informed of any changes to your contact information.
Please note, reminders are provided out of courtesy only and it is a patient’s responsibility to turn up on time for an appointment. Failure of our reminder system for any reason is not a sufficient reason for failing to attend or turning up too late for treatment.
Lapsed Patient Appeals
If you feel that you have been unjustly notified as being a lapsed patient, you can write to the Practice Manager explaining your unique circumstances using donna@cadburydental.co.uk or via the post.
Please note that we will not discuss lapsed patient queries on the phone.
Book an Appointment
Submit an enquiry today and one of our specialist coordinators will get back to you as soon as possible. Additionally, you can give us a call and speak to one of us today.
