Useful Information

WORCESTERSHIRE NHS CONTACT DETAILS

NHS England, Arden, Herefordshire and Worcestershire Wildwood Drive, Worcester, Worcestershire, WR52LG
Tel: 0113 825 3099

DO YOU NEED TO FIND AN NHS DENTIST? Contact Arden, Herefordshire and Worcestershire LAT, or search the www.nhs.uk website

 

EMERGENCIES

Should you find that you have an NHS dental emergency you should contact us as soon as possible. We allocate surgery time for emergencies on a “first come, first served” basis. If the emergency occurs when the practice is closed, you should telephone 111

 

CAR PARKING

We offer generous car parking facilities, to the rear of the practice, on Spring Grove Road, for your convenience, as well as a designated space on the forecourt for Disabled patients. The Practice accepts no responsibility for cars on the Practice premises, which are parked at their owners’ risk. Should you choose to park on the road, please show consideration for our neighbours and any possible vehicular obstructions you may cause. The Police do patrol the area and may issue penalties. We appreciate your co-operation in this matter.

HOURS OF OPENING  

Monday to Wednesday            0845-1700

Thursday                                 0845-1745

Friday                                      0845-1430

Evening appointments are available

Appointment times with a particular Dentist will vary during these hours.


DISABLED ACCESS

Sutton Park Dental Centre has access for disabled patients to all ground-floor surgeries. In addition, our toilet and baby-changing facilities, also ground-floor, will be suitable for the vast majority of patients.

 

APPOINTMENTS

Our dentists make every effort to run on time and treat you punctually. Occasionally, if we are providing emergency treatment, we may ask you to wait. Similarly, if patients arrive late for their appointment, this could have a knock-on affect for you. In order to minimise disruption, please ensure that you arrive for your appointment in plenty of time. On the occasion that our dental care providers have to cancel a session, we will endeavour to contact you as quickly as possible, to minimise your disruption.  We will offer you an appointment for another time or with another dental care provider.  We take this opportunity to apologise in advance, should this occur.

MISSED & LATE-CANCELLED APPOINTMENTS

As you will appreciate, lost appointment time makes us work less efficiently for you. As patients are seen ‘by appointment only’, you must provide notice, of at least 24 hours, should you need to cancel or rearrange your appointment. This allows us the

opportunity to re-allocate your appointment slot to another patient. These strict measures are necessary to ensure that appointments are kept, and that optimum appointment availability to all patients is maintained.

Arriving late

If you arrive late for your appointment, the dentist or hygienist may ask you to wait until the end of their surgery session to see you, so that other appointment times are not disrupted. It may, however, be necessary to rebook your appointment, as you will understand.

If you are continually late, and treatment time is repeatedly lost, it may be the case that you are asked to find another dental care provider.

Missed & late-cancelled NHS appointments

If you miss more than three consecutive NHS appointments (or have cancelled, and given us less than 24 hours’ notice), we may not be able to complete your treatment, or offer you dental care in the future. If you are receiving NHS treatment and fail to arrive for your appointments, in accordance with your treatment plan, then your course of treatment may be considered incomplete and, as such, a new course of treatment may be prescribed, and an additional NHS charge made to you.

Missed & late-cancelled non-NHS appointments

Charges

We reserve the right to charge for all missed or late-cancelled non-NHS appointments. Charges are made at the rate of £1 per minute of the appointment missed. (e.g. A missed 30-minute appointment equates to a £30 charge)

The non-returnable deposit, paid when booking your appointment, will be used to cover this charge.

PAYMENT OF CHARGES

NHS treatment

NHS patients are required to pay for treatment. If you are an ‘exempt’ NHS patient, you must provide proof of exemption before an appointment is made, as this is your ‘method of

payment’. An estimate will be provided for all treatment.

Private treatment

Private (non-NHS) charges are set by us to reflect the value,  quality of care and treatment provided. These are most competitive, and can be broken down and explained by your Dentist; an estimate will be provided for all treatment. Private treatment is payable on a 'pay-as-you-go' basis, where payments are made at each appointment; we require a deposit of £1 for each minute of treatment, prior to booking e.g. 30 minutes=£30.

 

If you are unable to pay when a payment is requested, we are unlikely to treat you; this may also result in additional charges.Any charges incurred, as a result of returned cheques or late payments of accounts, will be payable by the patient.

Failure to make payment within 28 days of the due date will result in the matter being referred to Debt Collection Agents, whose charges will be added to and payable with the invoice debt. We reserve the right to charge interest on late payments. Any additional costs, incurred as a result of late payment, will be passed on to you.

Payment can be made using cash, cheque, credit card, debit card or banker's draft. Please note that credit card payments will incur an additional charge of 3%.

 

COMMENTS/SUGGESTIONS/COMPLAINTS

We welcome any comments or suggestions that you may have regarding the Practice, our service and the care you receive. The responsible person for dealing with any complaints about the service we provide is the Practice Manager, Damien John.

You may choose to make your complaint (orally, in writing or electronically) within 12 months of an incident occurring or of you becoming aware of the matter for complaint.

Upon receipt of a complaint we will acknowledge it (orally, in writing or both) within 3 working days, and will arrange a mutually convenient time for further discussion, if this is appropriate or, indeed, desired.

We will explain how the complaint will be handled, the likely period for completion of any investigation, and our finalresponse to you. If you should choose not to discuss the matter, we will send you written details, keeping you informed, as far as is possible, of the progress of the investigation.

We will keep a record of all oral and written complaints and will provide a copy of the written record to you, at your request.

Here are details of organisations that will assist you with your complaints, who can offer more in-depth  advice e.g. for private treatment - Dental Complaints Service, Stephenson House, 2 Cherry Orchard Road, Croydon, CR0 6BA; tel:08456 120 540 or Onside Advocacy; tel:01905 27525. We will send you a written response, as soon as is possible, after completing the investigation, explaining the outcome and reminding you of your right to take the matter to the Health Service Ombudsman (or Local Government Ombudsman) if you remain unhappy.

NHS patients can contact Arden, Herefordshire and Worcestershire on 0113 825 3099.

 

PATIENTS’ RIGHTS AND RESPONSIBILITIES

As a patient, you may be receiving NHS treatment, in accordance with our agreement with NHS England, Arden, Herefordshire and Worcestershire. We will carry out the treatment necessary  to make you dentally fit.

You will be provided with a treatment plan and estimate where appropriate. You are entitled to urgent treatment during the allocated hours.

You will be treated with care, honesty and courtesy. We expect you, in turn, to exercise similar courtesy, and to make payments for services as and when requested.

We will not tolerate abusive, violent or offensive patients.

Visitors to the Practice who behave in such a way will no longer be considered welcome, and will therefore be asked to find another dental care provider. NHS England, Arden, Herefordshire and Worcestershire will also be notified of our decision, and circumstances contributing to this.