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Working Together

At Cote Royd Dental Practice, we are committed to providing a high standard of care for our patients. An important part of fulfilling this commitment is ensuring that we work in partnership with you. This helps us understand you so we can best tend to your specific needs. Below we describe some of our responsibilities and how you can help us to help you.

In our Practice

WE;

  • Justify the trust our patients have placed in us
  • Listen to patients’ views and learn from them
  • Communicate with patients in a courteous, friendly, professional manner
  • Provide patients with the standard of care that we would expect to receive ourselves
  • Make sure that patients receive full information about our services, their treatment and its cost
  • Provide advice and treatment outside normal surgery hours where necessary
  • Stand by the promises we make
  • Refer patients for further professional advice and treatment where appropriate
  • Are committed to ensuring that we keep our professional skills and knowledge up to date
  • Accept we are humans not machines, if we do make mistakes we look to correct them, learn from them and not repeat them.

IN RETURN WE ASK OF YOU;

  • Participate in your dental treatment, particularly any advice about prevention and diet that we have asked you to continue at home
  • Arrive on time for your appointment. Please give the practice at least 48 hours’ notice if you are unable to keep your appointment
  • Treat our staff courteously; they will do their best to help meet your needs

WE WILL;

  • At all times respect our patients’ confidentiality
  • Deal with every telephone call promptly – callers will not be asked to ‘hold’ without first finding out why the call has been made
  • Call you back regarding specific enquires which can’t be answered at that time
  • Provide patients with a treatment plan and estimate of costs for each new course of treatment
  • No treatment will be undertaken without the patient’s full and specific consent
  • Make patients aware of our policy for collecting fees. Requests for payment will always be made courteously
  • Make the practice policy for dealing with complaints known to patients. All complaints will be treated sympathetically and according to the agreed procedures
  • Provide the highest standards of infection control
  • Provide any emergency treatment required during practice hours as soon as is reasonably practicable. Out of hours, an emergency rota will operate and details will be displayed at the entrance to the practice and recorded on the telephone answering machine. This information will be correct at all times. Practice Plan patients have additional benefits

APPOINTMENT TIMES

We provide a range of appointment times for patients including early morning and late evenings on some days of the week. If you need to cancel your appointment, please give us as much notice as possible to allow us to allocate your appointment time to another patient. PLEASE NOTE: Appointments that are cancelled with less than 24 hours’ notice or you fail to attend, may incur a charge.

CONFIDENTIALITY

We take great care to ensure that our patient records are maintained in strict confidence. We have Confidentiality, Data Protection and Data Security policies. Should you require any further information, please let us know. And we would be happy to post or email you a copy.

PAYING FOR YOUR DENTAL CARE

We provide a range of ways to pay for your dental care and accept payment in cash, by cheque, credit and debit card or by instalments. We can also offer care under Practice Plan where payment is made monthly or yearly by direct debit. We also have a selection of 0% interest free payment plans to help you spread the cost of specific treatment if needed. Please ask and we’ll be pleased to provide further information.

REPAIRS AND REPLACEMENTS

Our dental treatment is provided to a very high standard but occasionally treatment may need to be replaced or repairs may need to be undertaken. Our practice policy is normally to provide repairs or replacements free of charge if the treatment fails within one year. Full or partial refunds may also be given. Please contact us immediately if you experience difficulty with any treatment that we have provided. Being a member of our practice plan means you get emergency cover at a number of different dental practices around the country and abroad at no additional cost.

PREVENTIVE CARE

The basis of good oral health is preventing dental disease by, for example, appropriate oral hygiene measures, reducing the frequency of consumption of sugary foods and visiting the dentist when recommended. Your dentist and dental hygienist will give you lots of advice and support with caring for your teeth and gums, so influencing your overall health.

PRICES

Our prices reflect upon the time expertise and materials required for us to carry out the best possible care for your individual needs. All of our dental practitioners and team attend regular courses, as we pride ourselves on our knowledge of the latest techniques and procedures. Our surgeries have some of the most technically advanced equipment available. Find out more about your Treatment Choices.

IF YOU HAVE ANY COMMENTS

We recognise that regular feedback helps us improve our services. So, if you have any comments or complaints about the care or service you have received at the practice please contact us and we will be happy to help.

IF YOU HAVE ANY COMPLAINTS

If you have any complaints about the practice please see attached our Complaints handling policy