Terms & Conditions

The team at Graystone Referral Centre strive to provide a calm and caring experience for both our team and our patients. This document outlines the terms of our service. It is important that you read and understand our full terms and conditions. Please do let a member of our team know if you have any questions relating to this document.

Patient Responsibilities:

Provide accurate and up-to-date personal and medical information, including any changes to your health history, medications, or contact details.

Appointments:

We strive to accommodate your preferred appointment times, however, appointment availability may vary based on demand and the nature of the dental treatment required.

We ask that you complete all necessary forms ahead of your visit where possible. All relevant forms are sent via email. Please advise our reception team if you are unable to accept these via email and alternative arrangements can be made.

We ask that you arrive at least 15 minutes before your appointment time. Late arrivals mean less time with your clinician and in some cases may mean that we are unable to see you. Please be aware that deposits in this case will be retained by the practice.

It is important that we uphold a positive atmosphere, we therefore ask all patients to be respectful and courteous. We reserve the right to decline treatment for patients/carers who are not able to remain respectful and courteous to our team.

Payments:

A treatment plan with estimated costs will be provided before commencing any non-routine dental treatment.

Payment for dental services is due at the time of treatment. We accept most forms of payment including major debit & credit cards, cheques & cash. We unfortunately cannot accept American Express.

Please be aware that for late cancellations of appointments (within 3 working days) and missed appointments, unfortunately we need to charge a non-attendance fee. This is because we will not be able to fill the clinical slot with another patient with that short notice. The notice period is longer for patients requiring Intra-venous sedation with our medical anaesthetist. Please kindly email us if you have any specific questions about out late cancellation/ missed appointment policy.

This does not apply to patients who have booked their appointment within 3 working days of the appointment time.

Practice Registration:

Please be aware that you will not be registered as a general patient at Graystone Referral Centre and you will be discharged at the end of your specialist treatment. It is important to continue with your regular dental examinations, throughout the period of your specialist treatment at Graystone Referral Centre, unless specifically advised otherwise.

Emergency Treatment:

We are unable to provide any emergency care that is not directly associated with treatment provided by Graystone Referral Centre.

Data Protection and Disclosure of Records:

Graystone Referral Centre reserves the right to request dental records, and radiographs from your General Dentist, and will also share clinical information including records, radiographs and clinical reports with your General Dentist and other medical professionals. Occasionally, these are anonymised and used for teaching and marketing. Your information will be treated confidentially and will not be disclosed to third parties without your explicit consent, except where required by law or for authorised medical or dental purposes. We are committed to protecting your privacy and complying with the General Data Protection Regulation (GDPR) and other relevant data protection laws.

You have the right to access, update, and request the removal of your personal information from our records, as permitted by law.

Patient Feedback and Complaints:

We pride ourselves in delivering high quality dentistry and exceptional service and as such value your feedback. We encourage you to share your experiences to help us improve our services.

If you have any concerns or complaints, please inform our Complaints Manager, Sarah Robinson, promptly. We will investigate the matter and strive to resolve it in a fair and timely manner in line with our practice complaints policy.

PRACTICE POLICIES AND CHANGES:

Graystone Referral Centre has additional policies and guidelines governing various aspects of patient care, such as infection control, health and safety, and radiography. By joining our practice, you agree to adhere to these policies.

We reserve the right to modify these terms and conditions, practice policies, and fees. Any changes will be communicated to you in advance or through updated documentation available at the practice.