Policies and Procedures

The practice has a number of important policies that detail how we provide care and service to our patients. Please find some listed under helpful links or practice policies. You can also request us to print or send you a copy.

Complaints Policy

In the unlikely event that you are not happy with our treatment or have a complaint…

We hope this will never happen but if you do become unhappy with our service we really want to know about it.

Your happiness, health and well being during your patient journey from first contact to end of treatment is very important to us. Please let us know if you have any concerns or complaints regarding any aspects of your care. If it is important to you it is important to us.

We welcome your comments, suggestions and complaints so that we can continually improve our services to you and your family.

We take any complaints very seriously and try to ensure that all patients are pleased with their experience of our service. In very rare occasions, when a complaint is made it is dealt with courteously and promptly so that the matter is resolved as quickly as possible.

If you have a complaint about the practice, a member of the team or treatment you have received, please do not hesitate to contact the reception or the Practice owner, Dr Antimos Ouzounoglou immediately. This can be done in person or in writing and we will deal with the matter as quickly as possible in accordance with the practice complaints policy.

As a private patient, if you are not satisfied after your complaint has been dealt with, you can contact the Dental Complaints Service:

Their website has a lot of very useful information and advice. Just click the following link: dentalcomplaints.org.uk

Dental Complaints Service

Stephenson House,
2 Cherry Orchard Road,
Croydon,
CR0 6BA

Phone: 08456 120540
Email: info@dentalcomplaints.org.uk

If you wish to contact the General Dental Council they can be reached by clicking this link: gdc-uk.org.

Our Treatment Policy

Our practice treats private patients. We do not offer any treatments under the NHS for either adults or children.

Appointment cancellation policy for both the dentist & hygienist

Fees may be charged for failed or insufficient cancellation notice for appointments. We require a minimum of two working days’ notice* for appointments of 1 hour or less and one week’s notice for appointments of over 1 hour.

Cancellations for Monday appointments (and for Tuesday appointments after Bank Holidays) must be made by close of business on the previous Thursday.

Appointments cancelled with inadequate notice for us to re-book the time or failed without notice will be charged at the full rate for the time unused (currently £125 per hour). This may be waived at the discretion of the practice in the case of emergencies or unforeseen circumstances.

Although extremely rare, appointments may have to be rescheduled by the practice at short notice should any emergencies or equipment failure occur within the practice. If we do need to alter appointments, we would not be liable for consequential loss due to the necessity for patients to alter their arrangements.

Patient Confidentiality

Our practice adheres to the standards for patient confidentiality as set out by the governing body for Dentistry the General Dental Council. You can see details of this by downloading their guide “Principles of Patient Confidentiality”.

Data Protection

Our practice fully complies with the Data Protection Act 1998. It is registered with the Information Commissioner’s Office. Our registration number is ZA039913. Our practice data controller is Dr Antimos Ouzounoglou. To download the ICO guide to data protection please click here.

Professional Registration

The General Dental Council (GDC) is the regulatory body of the dental profession in the United Kingdom. Their address is 37 Wimpole Street, London, W1G 8DQ and their telephone number is 020 7887 3800. Our dentists and staff adhere to the regulations governing the profession by the GDC as set out in their publication “Standards for the Dental Team“. You can find out more about the GDC on their website www.gdc-uk.org.

Care Quality Commission

Our practice is registered with the Care Quality Commission (CQC). Our registration number is 1-1555564325.