i. Introduction
At BDP Dental Bromley we provide the highest care for our patient. We have outlined the process of our new patient policy as below. Please read carefully and if you have any questions please do not hesitate to contact us.
ii. Registration / Medical History
a. You are required to give us a valid contact number, email and address and to keep us updated of anychanges.
b. Your Medical History form needs to be completed before the appointment can take place, it is important that we have the correct medical information on our record so we can provide the best care possible. This includes all medication and your GP surgery/doctor details.
c. We have the right to refuse to see you if the correct information is not provided before your appointment.
d. If this cannot be done on our online portal then please arrive 10 minutes before appointment to fill out our forms at reception.
iii. Appointments / Treatment Plans
a. Your first appointment will be a comprehensive examination. Our dentists will offer treatment plans with recommended treatments that are available so you can make an informed decision.
b. If there is a cost for the recommended treatment a plan will be given to you at your consultation. Please be aware that this is an estimate as treatment may change during the course of the treatment.
iv. Finance
a. We accept cash and card payments.
b. We also offer financing at the practice for larger amounts of £1000+. Please enquire at reception or your dentist if you require this service.
c. To secure the appointment we may need to take a pre-payment. This is usually 50% towards the appointment. In some occasions we may ask for 100%.
v. Cancellations and Failure to Attend
a. 24 hours’ notice needs to be given to cancel or reschedule a dental appointment.
b. 48 hours’ notice is needed for the Hygienist appointments.
c. For private patients: Failure to attend or a late cancellation without probable reason will result in a charge.
d. Repeated occasions may result in no further appointments at the practice. Patients need to contact the surgery as soon as possible.
e. If you get a cold sore and have a dental or hygienist appointment arranged, please call the practice with as much notice as possible to reschedule any non-emergency treatment. You will not be charged a late cancellation fee if you cancel due to a cold sore.
On rare occasions, we may need to cancel appointments if the practitioner or supporting staff are of ill health. We will contact you via telephone and e-mail with as much notice as possible. We will endeavour to reschedule your appointment as soon as possible.
vi. Refunds
a. Refund requests will be processed through the accounts department within 14 days after receipt and confirmation of your request.b. Please email your requests to enquiries@bdpdental.co.uk. Refunds will be made by bank transfer and an admin fee will be applied subject to the cancellation request.
vii. NHS Patients / Exemptions.
a. BDP Dental Bromley has a limited contract with the NHS which only entitles us to take on patients that have exemptions under the NHS.
b. It is your duty to confirm and check you are exempt before requesting to be seen as a patient on the NHS.
c. NHS appointments are provided based on availability.
d. If the information that you provide is not correct, you may be liable to a fine directly from the NHS. We are not responsible for this.
e. You can find a list of the exemptions on the NHS England website.
viii. Privacy Policy
a. At BDP we are committed to maintain the privacy of your health and information as per the General Data protection Regulation (GDPR).
b. Your records will not be shared without your written consent, except where required by law.
ix. Patient comfort and safety.
a. Please inform our reception of an anxiety or concerns you may have when booking in with BDP Dental. We will make sure that all members of the dental team are aware to make your experience as comfortable as possible.
b. Patient who are vulnerable or have specific healthcare needs let the reception know when booking the appointment and we will let the team know so these factors can be taken into consideration during the appointments.
x. Feedback and concerns
a. At BDP we value your feedback to help us continue to improve our service for you.
b. If you do have any suggestions please let reception or a member of the teams know. We always appreciate your feedback to help improve the time you spend at BDP Dental Bromley.
We realise that occasionally a change in circumstances may occur which means you may have to amend your appointment. We ask that you give 24 hours’ notice to cancel or reschedule a dental appointment and 48
hours’ notice for hygienist appointment so that we can allocate the time to another patient.
For private patients, if the practice is not given sufficient notice a cancellation fee can be charged, please contact the surgery as soon as possible.
For NHS patients if the practice is not given sufficient notice a Fail To Attend (FTA) or a Short Notice Cancellation (SNC) will be added to your record, if you have 2 or more FTA/SNC this can result in patients not
being able to be seen.
If you get a cold sore and have a dental or hygienist appointment arranged, please call the practice with as much notice as possible to reschedule any non-emergency treatment. You will not be charged/allocated a late cancellation if you cancel due to a cold sore.
On rare occasions, we may need to cancel appointments if the practitioner or supporting staff are of ill health. We will contact you via telephone and e-mail with as much notice as possible. We will endeavour to reschedule your appointment as soon as possible.
Patients may cancel a course of treatment for which an appointment has been booked and be refunded fees for treatment not yet performed, provided patients give
BDP Dental a minimum of 24 hours’ notice 48 hours for hygiene appointments. If the correct notice is not received, we reserves the right to withhold a proportionate
amount of money / deposit, based upon the length of the appointment.
If a patient is receiving any treatment that involves laboratory work and the initial work has been carried out and has already been started or completed by the
laboratory, a proportion of the fee taken on the preparation appointment will be kept to cover the cost of the laboratory invoice. If, for any reason, a course of treatment is cancelled by BDP Dental, we will make
every reasonable effort to give the patient as much notice as possible.
BDP Dental maximum liability will be limited to a refund of the advance payment fee ONLY.
BDP Dental will not accept liability for any additional costs or losses incurred by a patient or organisations, which are claimed to have arisen through treatment
cancellation.
Refunds request will be processed through the account departments within 14 days after receipt and confirmation of your request. Please email your request to
enquiries@bdpdental.co.uk. Admin fees will be applied subject to the cancellation request
Staff treating patients have the right to work free from any threat or fear of abuse, violence or forms of aggression.
The NHS nationally has agreed to a zero-tolerance policy.
Unacceptable behaviour which will not be tolerated within the dental practice includes:
Actual or threatened physical violence on staff or other patients.
Psychological abuse of staff.
Verbal abuse which includes shouting or swearing racial abuse
Sexual harassment or abuse.
Threats against practice personnel which occur in the workplace.
Theft or damage of practice property.
Taking drugs or alcohol on the premises.
If any patient is abusive or violent towards any member of staff or any other persons on the practice premises, the practice retains the right to have the patient removed from their list. In extreme cases, the police may also be contacted.