What we will do and what we expect from you
During your routine examination a treatment plan if applicable will be discussed with you in detail and a completed plan will be drawn up for you to sign and agree. If this plan changes due to radiographic or clinical findings, we will inform you and discuss this with you. Treatment plans are valid for 60 days from examination.
In certain circumstances we may need to refer you to another specialised unit i.e. Leighton Hospital, this will require completion of a consent form. We will explain the treatment and any risk to you thoroughly prior to asking you to sign the form. Referral cannot proceed without the signed form.
Middlewich Street Dental Practice does not operate an account system and we require fees to be settled at the appointment where treatment is provided. Payment can be made by cash, debit/credit card, We do not accept cheques.
We request that, should you need to see a dentist urgently, you contact the practice as early as possible. Our phones are answered from 8:45 am. If an emergency appointment is made and you fail to attend, then we will remove you immediately from our patient listing.
Late cancellation or missed appointments:
We appreciate that you have busy lives which may mean that you are not always able to attend a previously scheduled appointment. Please contact us and we will endeavour to rearrange to your convenience. However, please do appreciate that failure to attend an appointment or inadequate notice of cancellation (less than 48 hours) puts great pressure on our practice and we therefore reserve the right to review your file and remove you from our patient listing or apply a £30 fee to your account. Missed treatment appointments puts great financial burdens on the NHS, therefore our Practice policy is that if you miss your treatment appointment we will write to you and inform you of the missed appointment and invite you to re-book but we will close your current course of treatment down (please note a further charge may be incurred for completing a new course of treatment). If you fail the further appointment or no response is received from our letter, then will have no alternative but to presume that you no longer wish to complete your treatment and you will be removed from our patient listing.
We try where possible using our texting service and letters/Cards to remind you of your appointment, but this is a courtesy service, and not our responsibility to remind you.
It is very important that you give a full medical history and details of any medication you take. Should these change in any way it is important you tell the dentist and give current information as this may affect the recommended treatment. Failure to provide any of this information could be dangerous to your health. Middlewich Street Dental Practice Ltd cannot be held responsible for anything resulting from the failure to provide a full and accurate medical history.
Data Protection Act:
We store all patient personal details in accordance with the Data Protection Act. All clinical notes, radiographs, photographs etc remain the property of Middlewich Street Dental Practice Ltd. Copies of notes, radiographs and photographs can be made available on request.
We want to hear from you so that we can put things right as quickly as possible.
How to complain
In our practice we take complaints very seriously and try to ensure that all our patients are pleased with their experience of our service. We deal with complaints courteously and promptly so that the matter is resolved as quickly as possible.
•All complaints via the phone or at reception are listened to. The practice has a Complaints Contact, Sharon Burrow and you will be offered the opportunity to speak to Sharon immediately if she is available. If she is not available other members of staff will endeavour to help deal with your complaint or take brief details and pass these on.
•If you remain dissatisfied with how we have answered your question or helped you with your problem then please tell us about it by letter or email to:
Dr Oratile & Dr Scott Hall
Middlewich Street Dental Practice
50-52 Middlewich Street
•We discuss complaints about any aspect of clinical care or associated charges with the relevant clinician unless you do not want this to happen.
•We will acknowledge your complaint in writing as soon as possible and enclose a copy of this code of practice. This is normally within 3 working days. You will be asked how you would like us to respond initially – face to face, by telephone or in writing. We will inform you about how the complaint will be handled and how long it is likely to take.
•We will write and confirm our decision about your complaint after completing our investigation.
•Proper and comprehensive records are kept of any complaint received and we review and amend our policies, procedures and practices to ensure that we do our utmost to rectify any issues identified.
If you are not satisfied with the result of our procedure then a complaint may be made to:-
Central & East Cheshire PCT
Universal House, ERF Way, Middlewich, Cheshire, CW10 0DJ
Tel: 01606 275303
The Parliamentary and Health Service Ombudsman
Millbank Tower, Millbank, London, SW1 4QP
Tel: 0345 015 4033
The General Dental Council
37 Wimpole Street, London, W1G 8DQ
(The dentists’ registration body)
Tel: 0845 222-4141
You should contact