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Practice Policies

At Cool Smiles Dental Surgery, we are committed to providing safe, high-quality dental care to all our patients. Please take a moment to read through our practice policies below.

At the end of a course of treatment, your dentist will discuss when your next check-up should be scheduled. The recall period depends on your oral health needs and may vary between patients.
It is not always necessary to have two dental check-ups a year under NHS guidelines unless your oral health requires it. If you would like more frequent appointments, these can be arranged on a private basis.

Cool Smiles Dental Surgery is committed to providing consistent, high-quality dental care for all our patients. We aim to meet or exceed professional, ethical, and legal standards at all times.
We ensure a safe and welcoming environment, that all team members are properly trained and qualified, patients are given clear information about treatment options and costs, written treatment plans and estimates are provided where necessary, valid consent is obtained before treatment, patients are referred to specialists when appropriate, records are accurate and secure, and patients have a fair way to raise a complaint.

Payments are due on the day of treatment unless otherwise agreed as part of a written treatment plan.
A deposit may be required when booking your first appointment. This confirms your commitment and will be deducted from your treatment cost. Deposits may not be refundable if they have been committed to laboratory or material costs. Cancellations with adequate notice (typically 48 hours) may qualify for a refund.
Refunds for treatment not yet carried out will be processed within 14 days, less any administrative or laboratory costs.
If an account remains unpaid after reminders, no further appointments can be made until the balance is cleared. In some cases, unpaid accounts may be passed to a debt collection agency.

Patients are welcome to request a chaperone during consultations, examinations, or treatment. This may be a member of staff, family member, or friend. The purpose is to ensure comfort, reassurance, and safety for both patient and clinician.

We understand dental treatment can be stressful, but any form of abusive, aggressive, or violent behaviour towards staff or other patients will not be tolerated.
In such cases, we reserve the right to discontinue treatment and, if necessary, report the matter to the relevant authorities.

Patients are required to provide a full medical history at their first appointment and to update it at each visit.
It is essential that we have accurate and up-to-date information to provide safe care. You are legally entitled to withhold medical information, but this may prevent us from treating you safely.

Cool Smiles Dental Surgery complies with the Data Protection Act and General Data Protection Regulation (GDPR).
We keep records such as contact details, medical and dental history, radiographs, photographs, models, treatment notes, and correspondence.
We need this information to provide safe, effective dental care and to communicate with other healthcare providers when necessary.
All information is stored securely with restricted access. Paper records are kept in locked cabinets, computer records are password-protected and regularly backed up, and records are retained in line with legal requirements (usually 11 years or until the patient is 25, whichever is longer).
We only share your data when necessary and with your consent, except where required by law. You have the right to access your records, and requests will be responded to within 40 days. The first copy is free; a small fee may apply for subsequent copies.

If you cannot attend your appointment, please give at least 24 hours’ notice.
Late cancellations or missed appointments may incur a charge.
Typical fees: private appointment £1.50 per minute of lost surgery time, hygienist appointment £17.50.
No further appointments can be made until charges are cleared. Repeated missed appointments may lead to removal from our patient list.

We are committed to treating all patients and staff fairly and with respect, regardless of race, gender, disability, sexual orientation, religion, or background.
We aim to ensure access for all patients, provide information in a way everyone can understand, and foster a supportive and inclusive environment.

Cool Smiles Dental Surgery has ground-floor facilities and is accessible for wheelchair users. If you require any specific assistance, please let us know when booking.

Before starting treatment, your dentist will explain all available options and costs. You will receive a written treatment plan and estimate.
If your plan changes during treatment, we will update you and provide a new estimate.
A price list is available at reception and on our website.

We believe in open communication and patient choice. Consent must be informed, voluntary, and given without pressure.
Before treatment, we will discuss the purpose and benefits of treatment, any risks or alternatives, the costs involved, and the difference between NHS and private options where applicable.
Written consent will be obtained for complex or high-value treatments. Patients may change their mind at any stage.

Cool Smiles Dental Surgery takes complaints seriously and aims to resolve them promptly and fairly.
If you have a complaint, please contact the Practice Manager. We will acknowledge your complaint within 3 working days, investigate it thoroughly, and respond within 10 working days. If more time is needed, we will keep you informed.
If you are not satisfied, you can contact NHS England (for NHS patients), the Dental Complaints Service (for private care), the General Dental Council, or the Parliamentary and Health Service Ombudsman.

Appointments are scheduled based on your dental needs. Please provide at least 24 hours’ notice if you need to cancel.
Late cancellations or repeated missed appointments may result in future appointments requiring advance payment.
For non-urgent matters, please call in the afternoon when our phones are less busy, or email our reception team.

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