Fees for treatment are due on the day the treatment is provided. We do not operate an account in arrears facility. In some circumstances, we reserve the right to request payment in advance for certain treatments. Payment methods accepted are:
- Debit/Credit Card including American express
- BACS payment by arrangement
East India Dock Road Dental Practice does not accept any payments by cheque.
Please note that unpaid accounts are routinely referred to a Debt Collection Agency or the Small Claims Court, and we reserve the right to recover all costs incurred in doing so.
Cancellations and Failed Appointments: We require a minimum of 24 hours notice for cancellation of any arranged appointment. When we schedule an appointment for a patient, we are booking the surgery time off for that patient's treatment. Failure to give the appropriate notice of cancellation will result in a Failed Appointment Fee being charged. This fee is proportionate to the length of the appointment failed and is to cover the cost of the surgery time wasted.
Failed Appointment fees must be settled before any other appointment is offered. Please note that we cannot accept notice of cancellation by e-mail, text message, or answer phone message, as these are not screened daily.
Continuity of Care
It is our policy for each patient to see the same dentist on a continuing basis, to provide continuity of care. Patients may choose which dentist they would prefer to see routinely. If, for any reason, a patient's dentist is not available when required, then arrangements will be made for the patient to see someone else within the practice for that time. Changing dentist within the Practice on a permanent basis can be arranged upon written request.
Late cancellation or missed appointments:
East India Dock Road Dental Practice reserves the right to charge up to £100 per hour, in the event of a missed appointment or an appointment cancelled with less than 24 hours notice.
It is very important that you give a full medical history and details of any medication you take. Should these change in any way, it is very important for you to tell your Dentist. It is the patient’s responsibility to inform the clinic of any changes in either personal details and/or their medical history.
At East India Dock Road Dental Practice we always take complaints about any aspects of our services very seriously, in order to ensure that every patient has only the very best experience at all times.
Complaints can be made in writing by filling out a simple complaints form available from reception, or via email through our online website contact form, by the patient or by an authorised person on the patient’s behalf. Every complaint will receive immediate written/email acknowledgment, and the Management will strive to resolve the complaint within a quick, reasonable period of time (usually about 2 weeks). For our full complaints procedure and policy, please ask a member of our reception team. If a complaint is about any aspect of clinical care or associated charges it will normally be acknowledged by the Management team and then referred to the treating Dentist
No tolerance/Abuse policy
We operate a zero tolerance policy to abuse to our Dentists and staff, loud/disorderly/drunken behavior, persistent missing and late cancellation of appointments (after multiple warnings). In these situations, East India Dock Road Dental Practice reserves the right to refuse treatment and admission.
Data Protection Act:
We store all patient personal details on a secure computer system in accordance with the Data Protection Act. All clinical notes, digital radiographs, digital photographs etc remain the property of East India Dock Road Dental Practice. Copies of notes, radiographs and photographs can be made available on request, and we reserve the right to charge an administration fee for these.