TERMS AND CONDITIONS
We are always pleased to assist our patients whenever we can. This document gives details of our terms and conditions of service. If, however, you have any queries or need clarification, please contact us and a member of staff will be happy to help you
TREATMENT ESTIMATES
Once your treatment plan has been agreed with the Dentist, we will provide printed details of your plan. If this plan changes due to radiographic or clinical findings, we will inform you and discuss this with you. Treatment plans are valid for net 90 days from the date the treatment was prescribed. If there are any points on your treatment plan that you wish to query, please do not hesitate to ask us.
CONSENT FORMS
All treatments require completion of a consent form. We will explain the treatment, aftercare and any risk to you thoroughly and ask that you sign the consent form prior to any treatment being carried out.
EMERGENCY APPOINTMENTS
Should you need to see a dentist urgently, please contact us as early as possible. Our phones are answered around the clock and we will respond to a message left on our answer service as soon as possible. Please ensure that your contact details are clear.
PERSONAL DETAILS
It is very important that you give a full medical history and details of any medication you take. Should these change in any way it is important you tell the dentist and give current information.
DATA PROTECTION ACT
We store all patient personal details on a computer system in accordance with the Data Protection Act. All clinical notes, digital radiographs, digital photographs etc remain the property of ICM Dentistry. Copies of notes, radiographs and photographs can be made available on request.
Please be aware that any information provided through any part of our website or on the phone or in person with anyone other than a dentist does not constitute professional advice. No professional advice can be given without a clinical consultation with a dentist.
ICM Dentistry does not have a contract with a NHS Primary Care Trust and all treatments are provided on a private basis only.
FEES
ICM Dentistry does not operate a credit account system and we require fees to be settled at the appointment where treatment is provided.
Where treatment incurs a laboratory fee, at least 50% of the total fee is due at the appointment where impressions are taken. Fees for certain treatments like Dental Implants and Invisalign are taken in staged payments at each visit.
Fees for treatment where intravenous sedation is included must be settled prior to the appointment to avoid financial transactions or signatures being required whilst a client is still under the influence of the sedative.
ICM dentistry reserves the right to charge time based deposits for booking future appointments. Deposits are refundable or may be used to pay for any required treatment.
ICM Dentistry reserves the right to make a charge for any debt passed to a debt collection agency.
All the fees applied for any form of Dental treatment at the clinic are based on; the materials used, laboratory costs incurred (if applicable), and the clinical time spent. The fees are however, demonstrated as treatments prescribed on the treatment plan for your information.
LATE CANCELLATION OR MISSED APPOINTMENTS
If you need to cancel or change an appointment please give us as much notice as possible. We require a minimum of 48 hours, otherwise you may incur cancellation fees. Appointments cancelled without 48 hours notice will, at the practices discretion, incur a cancellation fee of £30(One hour appointment) to £50(Over one hour appointment).
Please be aware that if two consecutive appointments are cancelled without 48 hours notice, or failed to attend (without good reason), no further appointments shall be offered at the practice without a holding deposit of £50.
DEPOSIT POLICY
By contacting ICM Dentistry you can change your appointment at no cost, if more than two working day before your appointment.
You can cancel your appointment if more than two working days of your appointment and receive a full refund. If your cancellation within two working days, or you do not attend your appointment your deposit will be forfeited.
REFUNDS
Allow 28 days for a treatment cost refund, this is from the date of the refund request in writing to the practice.
USE OF IMAGES AND X-RAYS
ICM Dentistry may use images and x-rays of your smile and teeth only, for marketing and educational purposes on the ICM Dentistry website, and on promotional and educational literature. Your name will never be published, and identity will never be disclosed. However, if you DO NOT wish for us to use your images and x-rays in this way, please let us know.
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 customers’ concerns in a caring and sensitive way.
1. The person responsible for dealing with any complaint about the service which we provide is Dr. Italo Carpes Moraes, dentist and Complaints Manager.
2. If a patient complains on the telephone or at the reception desk, we will listen to their complaint and offer to refer him or her to the Dentist or Complaints Manager immediately depending on whether the complaint is of a clinical nature.
3. If the Complaints Manager or Dentist is not available at the time, then the patient will be told when they will be able to talk to the dentist/complaints manager and arrangements will be made for this to happen.
4. The member of staff will take brief details of the complaint and pass them on. If we cannot arrange this within a reasonable period or if the patient does not wish to wait to discuss the matter, arrangements will be made for someone else to deal with it.
5. If the patient complains in writing the letter or email will be passed on immediately to the Complaints Manager.
6. If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the dentist, unless the patient does not want this to happen.
7. We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice as soon as possible, normally within three working days.
8. We will seek to investigate the complaint within ten working days of receipt to give an explanation of the circumstances which led to the complaint. If the patient does not wish to meet us, then we will attempt to talk to them on the telephone. If we are unable to investigate the complaint within ten working days we will notify the patient, giving reasons for the delay and a likely period within which the investigation will be completed.
9. We will confirm the decision about the complaint in writing immediately after completing our investigation.
10. Proper and comprehensive records are kept of any complaint received.
11. If patients are not satisfied with the result of our procedure then a complaint may be made to:
• The Dental Complaints Service, The Lansdowne Building, 2 Lansdowne Road, Croydon, Greater London CR9 2ER (Telephone: 08456 120 540) for complaints about private treatment.
• The General Dental Council, 37 Wimpole Street, London, W1M 8DQ (Telephone: 0845 222 4141), the dentists’ regulatory body for complaints about professional misconduct.
Once your treatment plan has been agreed with the Dentist, we will provide printed details of your plan. If this plan changes due to radiographic or clinical findings, we will inform you and discuss this with you. Treatment plans are valid for net 90 days from the date the treatment was prescribed. If there are any points on your treatment plan that you wish to query, please do not hesitate to ask us.
CONSENT FORMS
All treatments require completion of a consent form. We will explain the treatment, aftercare and any risk to you thoroughly and ask that you sign the consent form prior to any treatment being carried out.
EMERGENCY APPOINTMENTS
Should you need to see a dentist urgently, please contact us as early as possible. Our phones are answered around the clock and we will respond to a message left on our answer service as soon as possible. Please ensure that your contact details are clear.
PERSONAL DETAILS
It is very important that you give a full medical history and details of any medication you take. Should these change in any way it is important you tell the dentist and give current information.
DATA PROTECTION ACT
We store all patient personal details on a computer system in accordance with the Data Protection Act. All clinical notes, digital radiographs, digital photographs etc remain the property of ICM Dentistry. Copies of notes, radiographs and photographs can be made available on request.
Please be aware that any information provided through any part of our website or on the phone or in person with anyone other than a dentist does not constitute professional advice. No professional advice can be given without a clinical consultation with a dentist.
ICM Dentistry does not have a contract with a NHS Primary Care Trust and all treatments are provided on a private basis only.
FEES
ICM Dentistry does not operate a credit account system and we require fees to be settled at the appointment where treatment is provided.
Where treatment incurs a laboratory fee, at least 50% of the total fee is due at the appointment where impressions are taken. Fees for certain treatments like Dental Implants and Invisalign are taken in staged payments at each visit.
Fees for treatment where intravenous sedation is included must be settled prior to the appointment to avoid financial transactions or signatures being required whilst a client is still under the influence of the sedative.
ICM dentistry reserves the right to charge time based deposits for booking future appointments. Deposits are refundable or may be used to pay for any required treatment.
ICM Dentistry reserves the right to make a charge for any debt passed to a debt collection agency.
All the fees applied for any form of Dental treatment at the clinic are based on; the materials used, laboratory costs incurred (if applicable), and the clinical time spent. The fees are however, demonstrated as treatments prescribed on the treatment plan for your information.
LATE CANCELLATION OR MISSED APPOINTMENTS
If you need to cancel or change an appointment please give us as much notice as possible. We require a minimum of 48 hours, otherwise you may incur cancellation fees. Appointments cancelled without 48 hours notice will, at the practices discretion, incur a cancellation fee of £30(One hour appointment) to £50(Over one hour appointment).
Please be aware that if two consecutive appointments are cancelled without 48 hours notice, or failed to attend (without good reason), no further appointments shall be offered at the practice without a holding deposit of £50.
DEPOSIT POLICY
By contacting ICM Dentistry you can change your appointment at no cost, if more than two working day before your appointment.
You can cancel your appointment if more than two working days of your appointment and receive a full refund. If your cancellation within two working days, or you do not attend your appointment your deposit will be forfeited.
REFUNDS
Allow 28 days for a treatment cost refund, this is from the date of the refund request in writing to the practice.
USE OF IMAGES AND X-RAYS
ICM Dentistry may use images and x-rays of your smile and teeth only, for marketing and educational purposes on the ICM Dentistry website, and on promotional and educational literature. Your name will never be published, and identity will never be disclosed. However, if you DO NOT wish for us to use your images and x-rays in this way, please let us know.
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 customers’ concerns in a caring and sensitive way.
1. The person responsible for dealing with any complaint about the service which we provide is Dr. Italo Carpes Moraes, dentist and Complaints Manager.
2. If a patient complains on the telephone or at the reception desk, we will listen to their complaint and offer to refer him or her to the Dentist or Complaints Manager immediately depending on whether the complaint is of a clinical nature.
3. If the Complaints Manager or Dentist is not available at the time, then the patient will be told when they will be able to talk to the dentist/complaints manager and arrangements will be made for this to happen.
4. The member of staff will take brief details of the complaint and pass them on. If we cannot arrange this within a reasonable period or if the patient does not wish to wait to discuss the matter, arrangements will be made for someone else to deal with it.
5. If the patient complains in writing the letter or email will be passed on immediately to the Complaints Manager.
6. If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the dentist, unless the patient does not want this to happen.
7. We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice as soon as possible, normally within three working days.
8. We will seek to investigate the complaint within ten working days of receipt to give an explanation of the circumstances which led to the complaint. If the patient does not wish to meet us, then we will attempt to talk to them on the telephone. If we are unable to investigate the complaint within ten working days we will notify the patient, giving reasons for the delay and a likely period within which the investigation will be completed.
9. We will confirm the decision about the complaint in writing immediately after completing our investigation.
10. Proper and comprehensive records are kept of any complaint received.
11. If patients are not satisfied with the result of our procedure then a complaint may be made to:
• The Dental Complaints Service, The Lansdowne Building, 2 Lansdowne Road, Croydon, Greater London CR9 2ER (Telephone: 08456 120 540) for complaints about private treatment.
• The General Dental Council, 37 Wimpole Street, London, W1M 8DQ (Telephone: 0845 222 4141), the dentists’ regulatory body for complaints about professional misconduct.
YOUR EXPERIENCE IS OUR GUARANTEE
In life, as in friendships, we understand that sometimes it just does not connect. So, after your first visit, if you feel that we are not “the right dentist for you”, we are happy to refund 50% of the examination fee as an act of goodwill. We believe that all our patients ought to come happily and spontaneously to share part of their lives with us, leaving positively transformed and impacted by this interaction.