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Our Practice Policies

Failed to attend practice policy


Patients failing to attend or cancelling (within 24 hours) their appointments on two or more occasions will not be offered any more appointments.

Confidentiality & Privacy


Strict confidentiality is maintained with all patient records held at our practice either in electronic or paper format. We comply with the DATA Protection ACT 1998 and are registered with office of information commissioner (ICO) to process the personal data and in line with Europe’s new General Data Protection Regulation (GDPR). If you’d like to know more about what we’re doing to get ready for GDPR, check out our GDPR page.

Health and Safety


Your health and safety is of paramount importance to us and is constantly reviewed in line with current regulations. Please notify the member of staff If you notice any area of concern so immediate action can be taken.

Patient responsibilities:


  • Please provide at least 48hours notice to cancel or re-arrange an appointment for any routine dental appointment and 1 week notice for any appointment with a specialist (Endodontic, Oral Surgery, Periodontal Specialist or Laser Periodontal Treatment).

  • Please provide all the up to date personal details as soon as they change such as: address, telephone numbers etc.

  • Please ask your dentist to provide detailed information about dental treatment and all the possible options with their relevant pros and cons for you to make an informed decision.

  • Please get a written estimate of all the related cost of the dental treatment.

  • Please follow all the instructions given by your dentist to maintain good oral health and book a recall appointment as advised. Care Quality Commission (CQC)

Zero Tolerance


All our staff is well trained to provide the best possible care and respect and we expect the same in return from all patients. We operate zero tolerance policy to physical and verbal abuse to our staff members and any such conduct will be reported to police.

Smoking Policy


The practice is a no smoking area. NHS help available to stop smoking, please ask dentist for the details.

Complaints Policy

If you have a complaint or concern about the service you have received from the dentist or any of the staff working at this practice, please let us know. We operate a practice complaints procedure for dealing with complaints. 


We hope that most problems can be resolved easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out this way and you wish to make a complaint, we will respond to your complaint within three working days, enabling us to establish what happened more easily. If it is not possible to do that, please let us have details of your complaint within 12 months of the incident that caused the problem.

Complaints should be addressed to Dr Leyland - Complaints Manager. You may ask for an appointment in order to discuss your concerns. We will explain the complaints procedure to you and will ensure that your concerns are dealt with promptly. It will be a great help if you are as specific as possible about your complaint.


We shall acknowledge your complaint within 3 working days and aim to investigate your complaint within 10 working days of the date when you raised it with us. We shall then be in a position to offer you an explanation, or a meeting with the people involved. When we investigate your complaint, we shall aim to:

  • Find out what happened and what went wrong

  • Make it possible for you to discuss the problem with those concerned, if you would like this Make sure you receive an apology where this is appropriate

  • Identify what we can do to make sure the problem does not happen again.


Please note that we keep strictly to the rules of clinical confidentiality. If you are complaining on behalf of someone else, we must know that you have their permission to do so. A note signed by the person concerned will be needed unless they are incapable (because of physical and mental illness) of providing this.

We hope that, if you have a problem, you will make use of our practice complaints procedure. We believe this will provide the best chance of putting right whatever has gone wrong and an opportunity to improve our practice. However, this does not affect your right to complain to an independent body, if you feel you cannot raise your complaint with us or you are dissatisfied with the result of our investigation. For further advice, you should contact:

For private dental treatment you can contact the GDC private dental complaints service within 12 months of the treatment or within 12 months of becoming aware of the issue by contacting: General Dental Council, Dental Complaints Service, 37 Wimpole Street London W1G 8DQ Email: Telephone: 0208 253 0800

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