Our practice is committed to providing the best treatment to our patients, but due to an increase in the number of patients failing to attend appointments and treatment not being paid for we are kindly asking that any treatment which falls under Band 2 or Band 3 is paid for in full at the time of booking the treatment appointment.
We accept cash, debit card and credit card.
Unfortunately we are unable to accept American Express and cheques.
Please note that if you do not pay for your NHS dental treatment and have an exemption you are responsible for ticking the correct box on the exemption form.
Reception staff will not be able to help you with this.
Please make sure you know what exemption you receive before you attend your appointment.
Marking the incorrect exemption may result in a fine from the NHS.
Please let reception know if you need a downstairs surgery with step free access
Alma Square Dental Practice and Falsgrave Dental Surgery aim to always have satisfied patients. We understand that circumstances can prevent patients arriving to their appointment on time.
Please be aware that you could be waiting anywhere up to an hour if you choose to wait when you arrive and your appointment time has already passed.
The dentist will endeavour to see you as soon as possible. If patients are booked in for treatment they may be asked to rebook as the dentist needs the full amount of time to complete the treatment. Health professionals are required to share information about missed appointments and repeated cancellations for the benefit and safeguarding of children. Other people we may inform of any concerns include the child’s family doctor (GP), school nurse, health visitor and/ or the dentist (or other professional) who referred you to us.
When a patient fails to attend an appointment or cancels without giving 24 hours’ notice, the short notice cancellation or missed appointment is recorded and any further scheduled appointments will be cancelled.
If a patient fails to attend an appointment or cancels without 24 hours’ notice twice within a 24 month period the patient will be informed that they will no longer have access to treatment at the practice.
If a patient doesn't attend for two years we reserve the right to remove the patient from the practice.
Health professionals are required to share information about missed appointments and repeated cancellations for the benefit and safeguarding of children. Other people we may inform of any concerns include the child’s family doctor (GP), school nurse, health visitor and/ or the dentist (or other professional) who referred you to us.
Please ensure that ALL medications you are taking are written on your medical history form.
All parts of the medical history form are to be filled out at each visit, including your registered GP practice and emergency contact.
Please let reception know if you have changed any of your personal details since your last visit.
Up to date mobile numbers are essential if you would like to benefit from our courtesy text message service, if you are unsure if we have your current contact details feel free to ask at reception.
All children under the age of 16 must be accompanied by a parent or legal guardian for all dental appointments. Parental consent is required before any dental procedure can be carried out including x-rays.
Please note that siblings or guardians under the age of 18 cannot give consent.
Patients who call to discuss their appointments or any other aspect of their personal file must do so themselves.
Patients who would like a member of their family or a friend to have consent to adjust appointments or discuss a patient’s treatment must fill in a consent form or fill in the section in the patient’s medical history, naming the person they have given consent to.
If there is not a consent form signed staff will only be able to discuss personal details with the patient themselves.
Consent from a parent is needed for children under 18. If a grandparent or other relative is to make decisions on behalf of the patient a consent form is to be filled in by the legal guardian.
Children under the age of 16 must be accompanied by a parent or legal guardian for all dental appointments.
Parental consent is required before any dental procedure can be carried out, including x-rays.
Please note that siblings or guardians under the age of 18 cannot give consent on behalf of another patient.
A non-refundable deposit of £50 is taken when booking your private appointment. The deposit is used towards your final treatment fee, but cannot be refunded if you fail to attend your appointment.
When booking an appointment you will be offered the next available appointment with the next available dentist, unless you are having on going treatment in which case you will see the same dentist until your next routine exam.
If you request to see a specific dentist please be aware that this can drastically increase your waiting time.
We operate a zero abuse policy, both verbal and physical towards any member of our team and other patients. Any patient found in breach of this policy may have to find alternative dental care.
It is our aim to always have satisfied patients, to meet your expectations of care and service and to resolve any complaints as efficiently, effectively and politely as possible. We take complaints very seriously. We investigate them in a full and fair way and take great care to protect your confidentiality.
We learn from complaints to improve our care and service. We will never discriminate against patients who have made a complaint, and we will be happy to answer any questions you may have about this procedure.
If you are not entirely satisfied with any aspect of our care or service please let us know as soon as possible to allow us to address your concerns promptly.
If you do not feel you can raise a complaint about your NHS service directly with us, you can address your complaint directly to NHS England at england.contactus@nhs.net with ‘For the attention of the complaints team' In the subject line.
Hannah McDowell is the Complaints Manager and will be your personal contact to assist you with any complaints. If your verbal complaint is not resolved to your satisfaction within 24 hours or if you complaint in writing, the Complaints Manager will acknowledge it in writing within 3 working days and will aim to provide a full response in writing as soon as practical. This is usually within 10 working days. If for any reason the investigation will take any longer, the patient will be informed of this.
If the Complaints Manager is unavailable, we will take brief details about the complaint and will arrange for a meeting when the person is next available. We will keep comprehensive and confidential records of your complaint, which will be stored securely and only be accessible only by those who need to know about your complaint.
If the complaint investigation takes longer than anticipated the Complaints Manager will keep you informed of the reason for the delay, the progress of the investigation and the proposed date it will be completed.
You can send your complaints to 21 Falsgrave Road, Scarborough, North Yorkshire, Y012 SEA, call us on 01723 818584 or email the Complaints Manager on falsgravedental@gmail.com.
When the investigation has been completed, you will be informed of its outcome in writing and invited to a meeting to discuss the results and any practical solutions that we can offer to you. These solutions could include replacing treatment, refunding fees paid, referring you for specialist treatments or other solutions that meet your needs and resolve the complaint.
We regularly analyse patient complaints to learn from them and to improve our services. That's why we always welcome your feedback, comments, suggestions and complaints. If you are dissatisfied with our response to a complaint you can take it further, please see the contacts below.
Contacts
For private dental treatment you can contact the GDC private dental complaints service within 12 months of the treatment or within 12 months of becoming aware of the issue by calling 020 8253 0800 or visiting www.dentalcomplaints.org.uk
If you are still unhappy about your NHS complaint, you can contact the Parliamentary Health
Ombudsman (England) by calling 0345 015 4033 or visiting www.ombudsman.org.uk
You can also contact the Care Quality Commission (CQC) who regulates private and NHS dental care services in England by calling 03000 616161. They can take action against a service provider that is not meeting their standards.
The General Dental Council is responsible for regulating all dental professionals. You can complain using their online form at www.gdc-uk.org contact them on information@gdc-org.uk or by calling 0207 167 6000.