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Terms & Conditions

Registering with us

  • To officially register as a patient with the practice, a New Patient Examination/Check-up appointment needs to be completed.
  • Emergency appointments and their associated treatment does not allow for registration. Only a New patient examination/Check-up does.
  • To maintain a “registered” status with the practice, you need to attend at least one dental check-up within one calendar year. If this is not fulfilled, then you will be automatically de-registered and will forfeit your registration benefits.

Treatment

  • Any treatment plan or estimate provided is for information purposes for yourself and as a record so you are aware of the treatment discussed, agreed and chosen by yourself and the costs involved. If you wish to change the treatment plan please notify us in writing or by email so that it can be discussed and/or changed. An updated one will then be provided.
  • If there are any points on your treatment plan or any discussions during your appointment that you wish to query or know more information about please let us know in writing or by email before the treatment is due to be carried out.
  • The treatment plan and estimate can change due to various reasons including, but not limited to: clinical reasons (dentist), changes in decision (dentist or patient), financial (patient).
  • Treatment plans and estimates are valid for 90 days from the date the treatment plan was prescribed.

Treatment Guarantee

  • Treatment provided is guaranteed for ONE year from the date of treatment, on a like for like basis, provided the following conditions are met:
    • Payment received in full for treatment and no money owed on account.
    • The restorations have not been damaged as a result of an accident, trauma or excessive grinding
    • All the post treatment maintenance recommendations made by our dentists were followed.
    • A routine examination was completed within the last 12 months.
    • Some treatment may have a guarantee of less than 1 year or no guarantee at all, in this case, you will be informed by your dentist either verbally or in writing.

Payments

  • Accepted: Cash, Debit Card, Credit Card and BACS.
  • Not-Accepted: Cheques and American Express.
  • The practice may require a non-refundable deposit or up-front payments for examinations, new patient examinations, emergency appointments, hygiene, consults, assessments, treatment appointments, appointments with a resident or visiting specialists eg. Implants/sedation/Invisalign/cosmetic work/smile makeovers, appointments for patients with poor or unreliable attendance rate. It is the practice’s discretion to charge these up-front payments or deposits. Examples of this may include, but are not limited to: lengthy appointments, a new patient’s first few appointments, hygiene appointments, evening and Saturday appointments, lab work costs, treatment over a certain amount, a history of late, cancelled or failed appointments or for no reason given.
  • If we have asked for a deposit for the reasons above, failure to attend or cancelling your appointments within 48 hours will mean you will lose this deposit.
  • Any reductions, omissions or cancellations of deposits or late/missed appointment charges are wholly at the practice’s discretion and upon careful consideration of each individual case.

Failure of payments

  • You must ensure you have the suitable methods and means of payment. Any failure in payment will result in de-registration and a referral to a debt collection agency or the small claims court. We reserve the right to recover all costs incurred doing so. If we are required to pass this matter onto our external agent for collection. You will then become liable for a further administration charge between 15% – 50% of the amount outstanding.

Cancellation, Missed and Late Appointments

  • You must give at least 48 hours’ notice if cancelling your appointment with the practice. If you cancel less than this time you may be charged at the Failure To Attend (FTA) rate (50% of the full fee for the appointment missed). This also includes examinations.
  • If you are late, the dentist or Hygienist may not have enough time to carry out the appropriate treatment. If this is the case a late appointment may be treated as a missed appointment.
  • If you have missed any appointments (Failed To Attend), or cancelled appointments at short notice, you may be required to clear your debt before being able to book another appointment and at the practice’s discretion. You may also be required to pay a non-refundable deposit to book your appointment again.
  • Repeated or high frequency late cancellations, lateness or non-attendance of appointments can also result in de-registration from the practice and no further appointments/being barred from the practice.
  • It is the practice’s discretion and final decision to charge/reduce/omit any late cancellation or non-attendance fees, and it is also the practice’s discretion to de-register patients who are persistent offenders of the above.

Your Responsibility

  • It is your responsibility to maintain regular check-ups and hygiene appointment as recommended by your dentist and hygienist for your own oral health and to remain as a registered patient.
  • The dentist or hygienist cannot be held responsible for any advice not followed or treatment refused that lead to a deterioration in your oral health.
  • As part of the conditions of registering you must provide the following information and notify us of any changes: Full name, address, phone number, email, up to date medical history and any changes to your medical history, any other information that may be relevant to us or that we may need to know. It is your responsibility to provide this information to us in writing as soon as you are aware of them.
  • If you have a cold sore or feel a cold sore developing you must notify the practice immediately so we can rearrange your appointment. They are highly infectious and post a medical risk to staff. The same applies for any type of infectious illness including colds, flu, viral, bacterial or fungal infections.

General information

  • By booking in your first appointment with the practice you are agreeing to our terms and conditions.
  • The practice reserves the right to de-register a patient with no reason given.
  • Email, text and phone calls are an essential part of communication with yourself about the practice, your appointments and to communicate any changes or updates. We may send you practice related information including offers to your contact details given. We do not sell, lease or distribute your personal information to third parties. All communication from us is practice related only. Examples include, but no limited to: appointment reminders or changes, changes in days or hours that may affect you, policy updates, government information etc.
  • By registering, you are also giving us permission for clinical photos and/or videos to be taken which may be used to, but no limited to, form part of your clinical record, communicate with the laboratory or other dental professionals’, diagnosis, education and marketing while maintaining your full confidentiality (Teeth but not facial photos).
  • By registering, you also give permission for us to post dental related letters, leave voicemails, answerphone messages and emails to the details you have provided.
  • For a copy of our GDPR policy, copies can be found on our website, in the practice information folder or it can be requested in writing.
  • If you are referred to a specialist or to secondary/tertiary care, the practice is not responsible for any treatment provided by a third party even if the specialist/dentists treatment is within the practice.

No tolerance/abuse policy

  • We operate a zero-tolerance policy to abuse to our team. This includes loud, disorderly, drunken, abusive behaviour and persistent missing and late cancellation of appointments (After multiple warnings). In these situation, ALLROUND DENTAL reserves the right to refuse treatment/admission and if necessary, report to the relevant authority/police.

Data Protection

We are fully committed to handling personal information in accordance with the General Data Protection Regulation (GDPR) which came into force on the 25 May 2018.

This means your personal information will be:

  • Processed lawfully, fairly and in a transparent manner.
  • Collected for specified, explicit and legitimate purposes.
  • Only collected as required for our lawful purposes.
  • Reviewed regularly.
  • Retained only for as long as necessary and in accordance with our retention policy.
  • Processed securely and with integrity.

It is important that you are aware of our procedures and practices and understand your rights in relation to your personal data and this Privacy Notice is designed to be part of that information.

Why do we need to process personal data?
We need to process your personal data throughout our relationship with you for updating you on our services, server issues, website updates, regulatory requirements.

What personal data do we collect?
“Personal data” or “personal information” is any information relating to or about an individual from which that person can be directly or indirectly identified. It does not include data where the identity has been removed (anonymous data).

How do we collect the data?
We may collect this information directly from you (e.g. when you submit a form to us or enter into a contract for services with us or via a face to face meeting).

What is our lawful basis for processing your personal data?
We will only use your personal data when the law allows us to. Most commonly, we will use your personal information in the following circumstances:

  • where we have obtained your prior consent;
  • where we need to perform a contract we have entered into with you;
  • where we need to comply with a legal obligation; or
  • where it is necessary for our legitimate interests (or those of a third party) and your interests and fundamental rights do not override those interests.

We may also use your personal information where we need to protect your interests (or someone else’s interest) or where it is needed in the public interest.

Change of purpose
We will only use your personal information for the purposes for which we collected it, unless we reasonably consider that we need to use it for another reason and that reason is compatible with the original purpose. If we need to use your personal information for an unrelated purpose, we will notify you and we will explain the legal basis which allows us to do so.

Please note that we may process your personal information without your knowledge or consent, in compliance with the above rules, where this is required or permitted by law.

Do we share data with third parties?
We may share your personal information with third parties where required by law, where it is necessary to administer the working relationship with you or where we have another legitimate interest in doing so.

We will take all reasonable steps to ensure all information sharing is carried out in a secure way and will ask our third-party associates to assure us they will handle your personal data securely by using contracts to make our requirements clear and within the legal requirements as set out in the GDPR.

Retention of personal data
The retention periods for personal data depend on the purpose for which the information was obtained and will differ for different uses.

We may retain data in our CRM system to highlight possible connections and touch points to better advise of contact with you, however we do regularly clean our databases to keep the information current and this information is securely deleted.

Where do we store personal data?
Your data is stored on a secured premises in a locked cabinet and on a secure client relationship management (CRM) database enforced by encrypted password protocols.

IP Addresses
We do collect statistics on visits to our website and social media sites and whilst these are anonymous statistics, your IP address may be considered personal data under the legislation. Therefore, we may collect information about the computer or device which is used to access our website.  We use this information to collect anonymous statistics to view traffic to the site and how the site is used.  This collection does not identify individual users.

Cookies
Cookies are text files placed on your computer to collect standard internet log information and visitor behaviour information. This information is used to track visitor use of the website and to compile statistical reports on website activity.

For further information visit www.aboutcookies.org  or www.allaboutcookies.org

You can set your browser not to accept cookies and the above websites tell you how to remove cookies from your browser. However, in a few cases some of our website features may not function as a result.

Data Breaches
In the event of a “high risk” personal data breach the individual(s) will be notified immediately within 72 hours as well as the Information Commissioners Office (ICO). Our company and staff shall  follow our security protocols in line with our “Data Breach” company policy as well as the ICO guidelines and take all necessary precautions in order to minimise the severity of the breach for the individual. All personal data breach shall be recorded in our data breach register.

Your Rights

Right to be informed
You have the right to be informed about the processing of your personal data, and this Privacy Notice provides you with the information you need to reassure you that we handle your personal data securely and lawfully.

Right of access
You have the right to request access to your personal data and to request further information relating to your personal data such as the purposes of processing, the categories of organisations with whom we share your personal data, the retention period for such personal data and the existence of any automated decision-making relating to your personal data.

Right to rectification
You have the right to have any inaccuracies or factual errors corrected or incomplete data amended.

If this information has been disclosed to a third-party we will inform that party and request that they amend their records.

We want your information to be accurate, complete and up to date so you can ask us to make any rectifications necessary as your details or circumstances change.

Right to erasure
You can request to have your personal data deleted or removed if there is no compelling reason to keep it, as follows:

  • if your personal data is no longer required for the purposes for which we obtained them;
  • where the processing of your personal data is based on your consent and you withdraw such consent;
  • where the processing of your personal data is based on our legitimate interests and you successfully object to such processing;
  • where the personal data is processed unlawfully; or
  • where the personal data has to be erased for compliance with a legal obligation.

If the personal data is held for statutory or regulatory requirements it cannot be erased.

Any request made will be discussed with you, unless deletion is an obvious step.

Following erasure we will not retain your information and therefore it is possible that your personal information may be re-obtained from the public domain or social media which may result in contact from our organisation.

Right to restrict processing
This relates to personal data where the accuracy is contested or where you have objected to our processing based on our legitimate interests or where we no longer require the personal data but you request us to keep.  It is a complex area and whilst a decision is being made in consultation with you, we will store the data but not process it.

Right to data portability
You have the right to take and use your data for other services or purposes.  Where the personal data provided by you is processed on the basis of your consent or a contract between us and you, we are required to make this information available to you in a readable easily transferred format.

Right to object
Where the processing of your personal data is based on our legitimate interests, you have the right to object (based on your particular circumstances) to the way we handle, use or store your personal data. If you object to our processing of your personal data, we will restrict any further processing until we determine whether or not there are any compelling reasons why we should continue the processing.

We do not sell your personal data
We meet in person as we believe that is the best way to start our relationship and to asses your requirements for our services.

Exercise of your rights
If you wish to exercise any of your rights in respect of your personal data, please contact us using the details above. Our Data Protection Officer will provide you with further information if required.

We will respond to any exercise of your rights within one month of such request, unless the request is complex in which case we will seek an extension and respond within a further two months thereafter.

We will respond to your requests to exercise your rights at no charge, although repeated or manifestly unfounded or excessive requests may be refused or may incur an administrative charge covering the time and other costs associated with this.

Consent
During the registration process we may ask how you wish to be contacted:

  • By telephone
  • By email
  • By post
  • By text/SMS

You are free to consent to all or one or more of these, however, the law requires that if you permit us to use only one method, that is the only method we can use. Given your requirements and opportunities that can come up at short notice you may wish to consider more than one contact method.

Complaints policy

At ALLROUND DENTAL we always take complaints about any aspects of our services very seriously, in order to ensure that every patient has only the very best experience at all times.

Complaints can be made in writing, via email or verbally, by the patient or by an authorised person on the patient’s behalf. Complaints should be made to the practice, and should be clear, so that they can be dealt with efficiently.

Every complaint will receive a written/email acknowledgment within 3 working days, and the Management with strive to resolve the complaint within a quick, reasonable period (usually 20 working days). For our full complaints procedure and policy, please ask a member of our reception team. If a complaint is about any aspect of clinical care or associated charge it will normally be acknowledged by the Management team and then referred to the treating clinician. Please note that in these cases, ALLROUND DENTAL accepts no liability on behalf of the treating Dentist/Clinician and acts as a liaison between the patient and the treating Dentist/Clinician only.

If you have any questions, queries or require further information about our terms & conditions, not only regarding any of the above but about anything in general related to our dental practice or the dentistry provided, please email or write us at the address below.

Email address: info@allrounddental.co.uk

Address: Allround Dental, 7-9 Queen Street, Horsham, RH13 5AA