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- Failure to Attend and Short Notice Cancellation Policy

  • Failure to attend (or give less than 24 hours notice of cancellation) of an appointment will result in the practice only being able to offer patients a subsequent 'restricted' appointment. These are on set days and times depending on the individual dentist.
  • Once you have attended this appointment you will be able to book future appointments at requested dates and times (subject to availability).
  • Patients who fail to attend two appointments without giving sufficient notice will be invited to seek treatment at another surgery.

Subclause: Patients have until 9.30am on the morning of their appointment to cancel due to illness/personal reasons.

This policy is in place to prevent a waste of time and resources within our busy NHS dental practice. In accordance with our equality and diversity policy this policy must apply to every patient to prevent discrimination.

This policy is presented on our Medivision Practice Information System which is displayed on the televisions in both surgery waiting rooms. In addition it is present on you copy of your dental treatment estimate which is signed as an understanding and consent to dental treatment and NHS/Practice Regulations.

If you wish to discuss this policy further please contact our practice manager.

At this practice, the need for the strict confidentiality of personal information about patients is taken very seriously. This document sets out our policy for maintaining confidentiality and all members of the practice team must comply with these safeguards as part of their contract of employment or contract for services with the practice.

To view our full policy, please click here to open in a new window

Disabled access details - Both our Denton Road and Netherby Drive practices have disabled access, downstairs waiting rooms and surgeries. However, only our Netherby Drive practice has modified toilet facilities. Both practices have on-street parking and dropped curbs. Please inform our receptionist at the time of booking of any requirements.

At our practice we will endeavour to manage our appointments system to avoid delays in appointment times and minimise loss of surgery time through cancellations and failed appointments.

To view our full policy, please click here to open in a new window

Complaints handling policy (NHS treatment)

dp rundle dental care

Code of practice for patient complaints

In this practice we take complaints very seriously and try to ensure that all our patients are pleased with their experience of our service. When patients complain, they are dealt with courteously and promptly so that the matter is resolved as quickly as possible. This procedure is based on these objectives.

Our aim is to react to complaints in the way in which we would want our complaint about a service to be handled. We learn from every mistake that we make and we respond to patients' concerns in a caring and sensitive way.

  1. The person responsible for dealing with any complaint about the service that we provide is; the dentist who provided your treatment, or the Practice Manager if it refers to a non-clinical complaint.
  2. If a patient complains by telephone or in person, we will listen to their complaint and offer to refer him or her to the Dentist/Practice Manager as soon as practically possible. Inform the patient that the dentist will respond within 5 working days. Make sure you have the best contact telephone number for the patient and inform the dentists as soon as possible. The receptionist should then make a written note of the complaint within the patients notes. Please be aware that is not possible for a dentist with a full day list to stop mid-treatment or whilst behind to deal with a complaint immediately, and that prior to discussing the issue with the patient the dentist will want to have time to take a considered review of the notes/treatment.
  3. If the patient complains in writing or by e-mail it will be passed on immediately to the appropriate person.
  4. If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the dentist concerned, unless the patient does not want this to happen.
  5. We will acknowledge the patient's complaint in writing and enclose a copy of this code of practice as soon as possible, normally within 5 working days. We will offer to discuss the complaint with the patient and will inform the patient about how the complaint will be handled and the likely time that the investigation will take to be completed. If the patient does not wish to discuss the complaint, we will still inform them of the expected timescale for completing the process.
  6. We will seek to investigate the complaint speedily and efficiently and we will keep the patient regularly informed, as far as is reasonably practicable, as to the progress of the investigation. Investigations will normally be completed within 10 working days.
  7. When we have completed our investigation, we will provide the patient with a full written report. The report will include an explanation of how the complaint has been considered, the conclusions reached in respect of each specific part of the complaint, details of any necessary remedial action and whether the practice is satisfied with any action it has already taken or will be taking as a result of the complaint.
  8. Proper and comprehensive records are kept of any complaint received as well as any actions taken to improve services as a consequence of a complaint
  9. If patients are not satisfied with the result of our procedure then a complaint may be referred to:
    • NHS England Area Team
    • NEPSCA or the Parliamentary and Health Service Ombudsman, Millbank Tower, Millbank London SW1P 4QP, telephone: 0345 015 4033 or for complaints about NHS treatment.
    • The Dental Complaints Service, The Lansdowne Building, 2 Lansdowne Road, Croydon, Greater London CR9 2ER, 08456 120 540 or for complaints about private treatment.
    • The General Dental Council, 37 Wimpole Street, London, W1M 8DQ the dentists' registration body.