Cancellation Policy

Terms and conditions

Dental appointments:
Please note for missed hygiene appointments and examinations a full charge for the appointment will be made. This will also apply for appointments changed or cancelled within two working days.

For surgeries missed or changed within five working days a charge of 50% of the full charge will be applied.

We will make every effort to see you at your scheduled appointment time. There will be no charge for changing or cancelling your appointment if given more than two working days notice for hygiene or examination appointments and more than five working days notice for surgeries.

No shows and last-minute cancellations disrupt the practice schedule and result in lost revenue, time in our clinician’s diaries and wasted resources. By not giving notice to cancel an appointment also removes the possibility of allowing us to offer this slot to others who are waiting.

We understand that in some cases being late for appointments is unavoidable. If you are going to be more than 10 minutes late to your appointment, we will not guarantee that you will be seen so please be aware that you may be asked to reschedule your appointment. This is to ensure the smooth running of our day and to enable fairness with all patients.

Text messages, email appointment reminders and telephone calls are a courtesy and you will receive these prior to your appointment. However, these cannot be relied upon. It is up to you to note your appointment in your diary and to attend at the appropriate date and time.

Dental payment policy:
When you book an appointment with us here at Implant Perio Clinic, we implement a deposit system which ensures fairness, reliability and consistency with practice operations. Receipt of your deposit is our confirmation of your commitment to attend your appointment.

Deposits will go towards the planned treatment fee. They are refundable, if appointments have been cancelled within the required timeframe.

– As a new patient you will be required to make a £200 deposit towards your consultation that is booked into the diary. The remaining balance will be taken on the day of the appointment
– As an existing patient, any appointment booked in the diary will require a deposit equating to 50% of the planned treatment cost
– For those with treatment plans that involve booking multiple appointments in the diary we will request that a proportionate deposit is to remain on your account until completion of your treatment plan

Fees:
We provide a printed estimate or treatment plan once this has been agreed upon by your dentist. We endeavour to have this ready for you after your appointment, however further planning may be involved so we aim to have the treatment plan sent across to you within 3-5 working days via email if this is the case.

We require you to read through your plan thoroughly and if you have any queries relating to the plan to bring them to the attention of our treatment coordinator prior to attending your next appointment. A signature will be required prior to commencing any treatment in order to ensure that you agree with the proposed treatment plan and fees involved.

If this plan changes due to radiographic or clinical findings, we will inform you and discuss this with you before proceeding with any procedures. Fees for treatment are due on the day that the treatment is provided. We do not operate an account in arrears facility and we require fees to be settled at the appointment, where treatment is provided. Treatment plans are sent to you in advance of your appointments so that you can keep track of what will be due on the day that you attend.

If you foresee that you may have difficulty in settling your balance on the day of your appointment, please get in touch with us as soon as possible to discuss your options with our team.

Fees for treatment where sedation has been administered, must be settled prior to the appointment to avoid financial transactions, or signatures being required, whilst still under the influence of the sedative.

Complaints policy:
Here at Implant Perio Clinic we take complaints very seriously and if you are not satisfied with our service in any instance, a verbal complaint can be made in person or via telephone on 020 7636 1711, the complaint will be immediately logged by the member of the team you talk to, who will try and resolve your concerns at the time.

If this has not been able to be resolved, you can make a complaint in writing addressed to the Practice Manager or via email to info@implantperio.net.

We will aim to acknowledge your complaint in up to 7 working days, and will endeavour to respond to it within 20 days.

We regularly analyse and investigate any patient complaints to learn from them and to improve our services. That’s why we always welcome your feedback, comments, suggestions, and complaints.

Data protection:
This practice complies with the 1998 data protection act and this policy describes our procedures for ensuring that personal information about patients is processed fairly and lawfully. If you would like more information about the data protection policy, please ask in the practice.

If you are in any way dissatisfied about how we process your personal information, you have a right to lodge a complaint with the information commissioner’s office. This can be done at https://www.ico.org.uk