Patient Information Policy

Contents
New Patient Acceptance Policy
NHS Registration an Waiting List Policy
NHS Patient Removal / Inactivity / Deregistration Policy
Service Animal Policy
Access & Emergency Treatment Policy
Cancellations, Failed and Missed Appointments
Cold Sore Policy
Drug and Alcohol Policy
Patient Involvement Policy
Code of Good Practice Policy
Practice Payment & Charges Policy
Payment & Refund Policy
Bad Debt Policy
Zero Tolerance Policy

New Patient Acceptance Policy

We accept all NHS fee-paying patients. The practice does not refuse to treat anyone on the grounds of:

• Race
• Religion
• Gender
• Sex
• Age
• Sexual orientation
• Appearance
• Disability
• Medical or Dental Condition

We offer NHS-exempt treatments for the following categories:

• Patients who claim low-income benefits;
• Children under 18 years of age;
• Patients who are under 19 years of age and in full-time education;
• Patients who are pregnant or have had a baby within the last 12 months.

If you don’t belong to the above categories, you will be classified as a fee-paying patient. NHS patients must sign a form at the beginning and end of each treatment. All patients exempt from paying NHS fees will be asked to show proof of benefit received.

Note: You will not be exempt from paying because you receive: Incapacity Benefit, contribution based Employment and Support Allowance, contribution-based Jobseeker’s Allowance, Disability Living Allowance, Council Tax Benefit, Housing Benefit or Pension Credit savings credit, when paid on their own. Medical conditions do not exempt you from payment for dental treatment.

Continuity of Care

You will be advised which dentist you will see when you book your first appointment.

In subsequent appointments, you will be offered the first available dentist unless you request a particular dentist. We will try our best to accommodate you.

If your appointment needs to be changed to another dentist (e.g., illness, holidays), you will be advised of this change.

NHS Registration and Waiting List Policy

Due to the high demand for NHS dental treatment and our limited capacity, keeping up to date with your regular dental appointments is essential to remaining an active patient. Any patient who has not attended for over two years will be removed from our current NHS patient list and may need to join a waiting list.

Cambridge Street Dental Practice recommends booking the next appointment before you leave the practice to ensure you don’t forget. We will aim to remind patients of their upcoming appointments either via phone, text or email depending on your recorded preferences. It is also recommended that you keep us informed if your contact details change, such as when you move house, so that our communications are received.

In line with NHS dental arrangements, patients are not permanently registered. You are considered an NHS patient of the practice only while you have an active course of treatment.

NHS Patient Removal / Inactivity / Deregistration Policy

1. Purpose
This policy ensures fair, consistent management of our NHS patient list. It helps us maintain access for those actively using our services, uphold safe and respectful clinical relationships, and
comply with NHS England contractual and ethical obligations.

2. Definitions
– Inactive NHS patient: A patient who has not attended a full examination or check-up within the previous 24 months.

– Failed attendance (DNA): Missing a booked appointment without at least 24 hours’ notice.

– Short-notice cancellation: Cancelling less than 24 hours before the appointment start time.

– Abusive or violent behaviour: Any verbal, written, or physical aggression toward staff or other patients.

– Breakdown in trust: A significant loss of confidence between the patient and the dental team, making continuation of a professional relationship unworkable (for example, persistent disagreement about treatment plans, repeated confrontational communication, or refusal to follow agreed care processes).

3. Grounds for Removal from the NHS Patient List
A patient may be removed from our NHS list for one or more of the following reasons:
1. Inactivity: No attendance for an NHS examination or treatment within the past 24 months.

2. Repeated failed attendance or cancellations: Two or more DNAs or repeated short-notice
cancellations within 12 months.

3. Abusive, threatening, or discriminatory behaviour toward any member of staff or another patient.

4. Breakdown in trust or communication such that continuation of care is no longer possible or
safe.

5. Failure to pay NHS charges when legitimately due.

6. Practice or contract changes resulting in reduced NHS capacity (patients will be informed as early as possible).

4. Notification and Warnings- Patients approaching inactivity or attendance thresholds will receive at least one written warning (letter, text, or email).- Warnings will specify what action is required to remain on the NHS list.- Immediate removal may occur in cases of violence, abuse, or severe breakdown in trust where a safe and respectful relationship cannot continue.

5. Re-registration and Appeals

– Patients removed for inactivity may reapply for NHS care if the practice has NHS spaces available.

– Requests for review or appeal must be submitted in writing within 28 days of notification.

– Decisions will be reviewed by the practice manager or principal dentist, ensuring fairness and compliance with NHS England guidance.

6. Ongoing Courses of Treatment
If a patient is undergoing an active NHS course of treatment, the practice will—where clinically appropriate—complete that course or arrange suitable referral to another NHS provider.

7. Equality and Data Protection

– Decisions must not be influenced by a patient’s age, gender, disability, race, religion, or other protected characteristic.

– Records of warnings, communications, and decisions will be retained securely in accordance with GDPR and NHS record-keeping standards.

8. Publication and Review
This policy is published on the practice website and in patient information leaflets. It will be reviewed every two years or sooner if NHS England or ICB guidance changes.

Service Animal Policy

We welcome patients accompanied by service animals in accordance with the Equality Act 2010. Service animals are permitted in reception and waiting areas. Access to clinical areas will be
considered on a case-by-case basis, taking into account safety and infection control requirements.

Where necessary, alternative arrangements will be discussed with the patient.

Patients are responsible for ensuring their service animal is well-behaved, under control, and does not pose a risk to others.

Please note that emotional support animals and pets are not permitted within the practice.

Access & Emergency Treatment Policy

Cambridge Street Dental Practice is open to treat patients during the following hours:

Monday: 08:00 – 5:30
Tuesday: 08:00 – 5:30
Wednesday: 08:00 – 5:30
Thursday:08:00 – 5:30
Friday:08:00-5:30

Patients who feel they have a dental emergency will be assessed at the point of contact (either over the telephone or face-to-face at reception). The practice is under no obligation to see patients
with toothache. Toothache is not classed as an emergency (see below for emergency definitions).

At Cambridge Street Dental Practice, we will endeavour to see patients with pain, swelling or trauma within 48 hours of initial contact, where possible. This applies to patients who attend
examinations regularly. If we are working at full capacity at any given time, we will manage the patient and refer them to another service if necessary.

Patients undergoing treatment who have pain or swelling will be offered an appointment within 24 hours of initial contact.

During out-of-hours, an answer phone message advises patients of help available. Everyone can access help and advice 24 hours a day through the NHS 111 service.

Please note we cannot guarantee it will be your usual provider as emergency cover out of hours may be on a rota basis between other registered private practices within the UK.

Definition of emergency

Fractured jaws – affects speech, teeth may not meet properly, swelling inside mouth, limited
mobility, pain etc. Most commonly happens after an accident, blow to the chin etc.

Uncontrolled Bleeding – Any bleeding that cannot be controlled by firm continuous pressure from
a pack for 10 minutes may need suturing. This most commonly happens after an extraction or due
to an infection, alcohol, aspirin, drugs, etc.

Loss of consciousness – No matter how brief, anyone who was unresponsive may have suffered
internal brain damage that could worsen if left without investigation. Most commonly happens after
a blow to the head or accident.

Cancellations, Failed and Missed Appointments

It is inevitable that sometimes you may need to cancel or rearrange your dental appointments.

We ask patients to give as much notice as possible when cancelling an appointment so we have the opportunity to offer it to someone else. Although we understand that during an emergency, this
is not always possible, non-attendance and cancellations at short notice without a valid reason deprive other patients of our services.

Appointments are often wasted as people do not attend. Over 138 appointments per month are being wasted. Other patients could have used these appointments.

The first time a patient fails to attend a booked appointment, we will send a letter or e-mail reminding them that they must cancel appointments if they cannot attend in the future.

After 1 failed to attend letters or e-mails, we will advise you that we will no longer be able to book further appointments without prior payment to secure the appointment.

There is a fee for private dental appointments that are missed or cancelled with less than 24 hours’ notice. Please refer to Cambridge Street Dental Practice’s fee list for an updated cost.

If a new patient appointment is failed or cancelled at short notice, we will no longer offer an NHS registration.

An appointment is considered to have been failed if any of the following occur:

• the patient fails to show up for the appointment,
• the patient appears more than 15 minutes late for a scheduled appointment or
  the patient calls to cancel an appointment with too little advance notice to allow that
  appointment time to be rescheduled with another patient (24 hours will be considered the
  minimum time necessary to avoid a broken appointment).
• Patients who wish to cancel dental appointments must do so at least 24 hours before the
  appointment. If less notice is given without a valid excuse, the appointment will be considered to
  have been broken.

Cancellations due to illness

If you are showing symptoms of a stomach bug or a respiratory illness, including COVID, please let us know so we can rearrange your appointment for when you are feeling better. This also helps to keep our staff and other patients safe. The standard cancellation period will not apply in these circumstances.

Cold Sore Policy

Cold sores are common for many people in the UK. Like all viruses, they are contagious and pose a risk to others. The herpes simplex virus is spread through contact.

Cold sores usually emerge as a small ulcer-like patch on or surrounding the lip line. They can appear in a matter of hours and, depending on the severity, typically take between seven days and
four weeks to heal. From the time they begin to emerge to the point at which they are fully healed, they pose a contagion risk.

At Cambridge Street Dental Practice, we ask patients that if they have had a cold sore for less than 2 weeks, please reschedule any non-emergency dental treatment or hygienist appointments until after this contagious period has passed. This is not only because of the high risk of spreading the virus but also because your lips may feel sore and could crack or bleed during treatment.

If urgent dental treatment is required (you are in pain and need immediate attention), our dentists will request that your cold sore be protected with a cold sore plaster to minimise the risk of cross infection during emergency dental treatment.

If you do get a cold sore and you have a dental or hygienist appointment arranged, please call the practice with as much notice as possible to reschedule any non-emergency treatment. You will not be charged a late cancellation fee if you cancel due to a cold sore.

Drugs and Alcohol Policy

The safety of our staff and patients is of utmost importance.

Treating patients who are under the influence of drugs or alcohol can be dangerous for several reasons, including:

• difficulty in gaining informed consent
• the possibility that post-operative instructions will be forgotten
  increased bleeding risk
• If we suspect a patient is chemically impaired, either through alcohol or drugs, including
  prescription drugs, which may cause impairment, we will be unable to treat the patient and will ask
  to reschedule the appointment.

Patient Involvement Policy

We actively involve all our patients in every aspect of their dental care, and as a practice, we aim to carry out the following;

• To ensure discussions take place in an environment where conversations are not overheard, and every effort is made to ensure the patient feels comfortable and relaxed.
• To identify whether communication aids are required, including the use of interpreters, to ensure that the patient fully understands explanations and discussions and can make informed choices.
• To identify patient treatment needs and treatment options, as well as what they can do to manage their care.
• To discuss all care and treatment options, providing enough information on any risks involved and potential consequences of each option and, where possible, identifying relevant evidence, research, or experience.
• Record discussions in the patient’s notes identifying the treatment needs, options discussed and patient’s choice.
• To record the reason for and outcome of diagnostic tests and assessments are explained to the patient. These include radiographs, vitality tests, periodontal indices, and pathology tests.
• To ensure all staff at the practice understand the principles of patient confidentiality and routinely follow the practice procedure for ensuring the confidentiality of patient information.

Code of Good Practice Policy

At Cambridge Street Dental Practice, we listen to and learn from patients’ views. We communicate with patients in a courteous, friendly, professional manner.

Patients receive the standard of care we would expect to receive ourselves, and we ensure that they receive full information about our services, their treatment, and its cost.

We may refer patients for further professional advice and treatment where appropriate, and we are committed to maintaining our professional skills and knowledge.

In our practice, we will:

• Respect our patients’ confidentiality
• Aim to ensure that patients should have to wait no longer than 20 minutes to be seen.
• Manage our appointment system so that treatment appointments are booked no more than 2 weeks ahead.
• Deal with every telephone call promptly – callers will not be asked to ‘hold’ without first discovering why the call has been made.
• Deal with correspondence within three working days of receipt.
• Provide patients with a treatment plan and estimate costs for each new course of treatment.
• Full and specific consent will be gained.
• Make patients aware of our policy for collecting fees. Payment requests will always be made courteously.
• Patients will be informed of the practice policy for dealing with complaints. All complaints will be treated sympathetically and according to the agreed-upon procedures.
• Provide the highest standards of infection control.
• Provide any emergency treatment required during practice hours as soon as is reasonably practicable.

Practice Payment & Charges Policy

We will give patients complete information about the cost of their dental care before any treatment is undertaken.

A list of common treatment charges is available at reception for treatments that are provided privately.

We will ensure that all patients:

• Are advised of what they must pay, when they should pay and how they can pay (e.g. cheque, cash, card, direct transfer).
• Know what they will receive for their payment (i.e. what treatment or care).
• Understand if their treatment is provided privately.
• Are given a written estimate and treatment plan on request or where treatment involves more than routine preventive examination and hygiene care.
• Understand their responsibilities in terms of payment terms and how to avoid any penalty for overdue fees (missed appointment charges, late payment, etc.).
• Are not pressured into signing agreements or paying fees.
• Obtain a receipt for any payments they make and can review their account details.
• Can talk to a staff member who can explain clearly what payments are due and what they are for.
• Can discuss with staff what treatment options and costs are available.
• Are given an estimate where a precise cost cannot be determined in advance (e.g. laboratory work) and will receive timely advice of any additional costs where appropriate
• We try to make payment as straightforward as possible.

Payment & Refund Policy

Payment Method
All major debit and credit cards are accepted for payments over £10.00. We accept cash payments. We do not accept American Express.

Change of Details
You must inform the practice immediately of any changes to your contact details. Failure to do so will mean that we are not able to provide you with essential information and updates.

Cancellation of Courses of Treatment

If, for any reason, a course of treatment is cancelled, then we will make every reasonable effort to give the patient as much notice as possible. Cambridge Street Dental Practice’s maximum liability
will be limited to a refund of the advance payment fee ONLY. Refunds will be made using the method used to make the treatment booking. We will not accept liability for any additional costs or
losses incurred by a patient or organisation which are claimed to have arisen through treatment cancellation. We reserve the right to vary arrangements for the delivery of a treatment plan and, in
such cases, will make reasonable efforts to inform patients in advance.

Cancellation by the Patient
You may cancel a course of treatment for which you have booked an appointment and be fully refunded all fees for treatment not yet performed, provided you give the practice a minimum of 24
hours prior notice.

If 24 hours prior notice is not received, we reserve the right to withhold a proportionate amount of money, based upon the length of the appointment, to cover overheads.

This does not apply to NHS appointments, but we reserve the right to discontinue future care under the NHS.

We will refund the money to patients who wish to discontinue treatment at any time. A notice period of 14 days is required, upon which they will be eligible for a refund of any amount paid for
treatment that they did not receive.

If a patient is receiving any treatment that involves laboratory work and initial work has been carried out; i.e. if the patient is having crowns/bridges or a denture made, and the work has already
been started or completed by the laboratory, a proportion of the fee taken on the preparation appointment will be kept to cover the cost of the laboratory invoice.

Please be aware that for NHS courses of treatments, the proportion of the fee is set by the NHS Business Services Authority, not the Practice.

Refunds will be processed within 14 days after receipt of your request in writing, either by e-mail or post. If you have paid for services not yet provided that do not involve a laboratory fee, we will either credit your account or refund the transaction paid using the method by which the original payment was made. If the method was cash and you cannot collect the refund in person, it will be posted to you in the form of a cheque.

Bad Debt Policy

This practice maintains a strict payment policy: All payments for dental treatment should be made in full prior to the completion of treatment.

It is the discretion of the treating dentist as to whether the full payment is required before the start of treatment.

Payments can be made by cash or by debit card. Credit card payments will also be accepted, we do not accept American Express.

Card payments can be taken over the phone. If the fees are not paid, the practice will inform the patient via phone, text message/letter, or email there is money outstanding in their account and to
refer to our payment policy.

If payment is not received within seven days, a second call, text message, letter, or email will be sent requesting immediate payment. If no contact or payment is received within the next seven
days, a third text message will be sent warning of losing the right to be seen at the practice with immediate effect.

If payment is not made within 24 hours, we may use a debt recovery company to recover the outstanding debt.

Zero Tolerance Policy

Staff treating patients have the right to work free from any threat or fear of abuse, violence or forms of aggression.

The NHS nationally has agreed to a zero-tolerance policy.

Unacceptable behaviour which will not be tolerated within the dental practice includes:

• Actual or threatened physical violence on staff or other patients.
• Psychological abuse of staff
• Verbal abuse, which includes shouting or swearing
• Racial abuse
• Sexual harassment or abuse
• Threats against practice personnel which occur in the workplace
• Theft or damage of practice property
• Taking drugs or alcohol on the premises

If any patient is abusive or violent towards any staff member or other persons on the practice premises, the practice retains the right to remove the patient from its list. In extreme cases, the police may also be contacted.

All incidents must be reported to Cambridge Street Dental Practice and recorded within the Significant Events Log. Any injuries will be recorded in the accident book.