Communicate with patients in a courteous, friendly, professional manner
Provide patients with the standard of care that we would expect to receive ourselves
Make sure that patients receive full information about our services, their treatment and its cost
Provide advice and treatment outside normal surgery hours where necessary
Stand by the promises we make
Refer patients for further professional advice and treatment where appropriate
Are committed to ensuring that we keep our professional skills and knowledge up-to-date
At all times respect our patients’ confidentiality
Ensure that patients should have to wait no longer than 30 minutes to be seen
Manage our appointments system so that treatment appointments are booked no more than 6 weeks ahead
Deal with every telephone call promptly
Deal with correspondence within five days of receipt
Provide patients with a treatment plan and estimate of costs for each new course of treatment. No treatment will be undertaken without the patient’s full and specific consent
Make patients aware of our policy for collecting fees. Requests for payment will always be made courteously
Make the practice policy for dealing with complaints known to patients. All complaints will be treated sympathetically and according to the agreed procedures.
Provide the highest standards of infection control
Provide any emergency treatment required during practice hours as soon as is reasonably practicable.
Out of hours, contact number will be displayed at the entrance to the practice and recorded on the telephone answering machine. This information will be correct at all times.
In return, we would like you to:
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. Please give the practice at least 24 hours notice if you are unable to keep your appointment. We may charge for missed appointments where we have not been notified OR (for NHS patients) 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
Treat our staff courteously; they will do their best to help meet your needs. Violent or abusive patients will not be seen at our practice.
Return to the practice for routine recall appointments as requested by the dentist. Failure to contact the practice for a period exceeding 2 years will result in you being considered a new patient and you may not have access to routine or emergency appointments. Subject to individual practice availability.
We are regularly inspected by the Care Quality Commission. Details can obtained from:
CQC National Customer Service Centre
Newcastle upon Tyne
Riverdale TradeCo Ltd trading as Eston Dental Practice is a credit broker, authorised and regulated by the Financial Conduct Authority. Registered in England & Wales 11506562
Where required by law, loans will be regulated by the Financial Conduct Authority and the Consumer Credit Act.
Credit is provided by Wesleyan Bank Limited who is authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Wesleyan Bank Ltd (Registered in England and Wales No 2839202) Registered Office: PO Box 3420, Colmore Circus, Birmingham B4 6AE. Tel: 0800 358 1122. www.wesleyanbank.co.uk Terms and conditions apply.
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