Our charter

The provision of orthodontic services depends on a good relationship between clinicians, staff and patients (and their parents in cases of children). We wish to express this in our practice charter as an agreement between us (the practice) and you (the patient and parent where applicable) that we will endeavour to act with tolerance and consideration towards each other to enable the best orthodontic care to be delivered fairly to all.

The practice will undertake:-

  1. To provide care of a high standard within a safe environment
  2. To respect the privacy and personal beliefs of all patients and treat them with courtesy and consideration.
  3. To keep medical records secure and confidential
  4. To deal with requests for information and send referral letters immediately when required for patients.
  5. To see all urgent problems within 24 hours
  6. To reply to any complaint within 14 working days and aim to put the matter right by discussion with you, and, if necessary implement changes.
  7. Do our best to see patients on time

We ask our patients to undertake:-

  1. To treat our staff with the same consideration that you would expect to receive yourself. Violent, abusive or intimidating behaviour of any kind will lead to the immediate discontinuation of your treatment.
  2. To follow all the advice given to you about your treatment (e.g. cleaning, diet etc)
  3. To arrive on time for your appointment. If you cannot keep your appointment to let us know 48 hours before so that we can offer the appointment to someone else.
  4. Not to smoke in any of our buildings.
  5. To let us know if you change your name, address or telephone number. Please also let us know if there are any changes to your medical history at any time.

Zero Tolerance

We strongly support the NHS policy on zero tolerance. Anyone attending the practice who abuses the GP’s, staff or other patients be it verbally or in any threatening manner whatsoever, will risk removal from the practice. In extreme cases we may summon the police to remove offenders from the practice premises.