For our patients

• Our team will undertake to deliver the highest standards of clinical dentistry and customer care that we are capable of.
• Our team will continue to develop their knowledge and skills both individually and together.
• We will have well-organised and efficient systems in place to provide a seamless patient service.
• We will endeavour to manage our team efficiently and will advise patients should there be a delay.
• Patients can trust us to maintain complete confidentiality at all times.
• We will spend time with patients ensuring that they understand the nature of their treatment, its cost and the choices available to them. The patient's best interest will always remain paramount and we refer for specialist opinion or treatment when this is indicated or requested.
• Patients can be confident that our standards of cleanliness comply with the HTM05-01 guidelines and we strive to achieve best practice standards at all times. All instruments used for each patient is sterilised or disposable.

Complaints

We treat all complaints in confidence and see them as an opportunity to improve our service. Please ask for the manager, or express your concerns in writing addressed to the practice manager.

We hope that you will use 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. But this does not affect your right to approach the local PCT, if you feel that you are dissatisfied with the result of our investigation.

For ourselves

• As an employer we will provide an excellent environment and facilities in which to work.
• We aim to create a strong support team where individuals know what their role is within the practice and team members are encouraged to realise their potential and fulfil their personal goals.
• Through a constructive system of reviews and feedback we will continually evaluate individual and team performance in order to provide the best possible service to patients.
• We will expect patients and staff to behave in a courteous manner and show consideration towards us and others.
• We will expect patients to allow sufficient time for their appointments and we will ask for at least 48 hours notice of any alteration, other than in the event of a genuine emergency.
• We expect prompt payment.
• We welcome patient feedback in order to continue to improve our service levels.