Terms and Conditions
Terms and Conditions
TwentyOneDental undertakes to treat patients with a co-ordinated team approach in line with current best practice.
Individual treatments are carried out with the clinician best qualified to provide the procedure and within the clinician’s individual competence level.
Competence and experience are updated and reinforced by continuing professional development of all members of our team. We undertake to be friendly and welcoming at all times, to provide a clean, safe and comfortable environment and to offer advice, information and treatment which is relevant to the patient’s own particular dental health concerns/issues.
We expect that patients will in turn respect all members of our team and value their own personal dental health to take advice from the dentists and clinical team members.
We endeavour to make our services available at a convenient and suitable time for patients’ needs, but ask that patients respect the needs of the dentists and the team to have adequate time off.
We will always ensure that where any dental surgeon is absent long term and/or is no longer able to carry on treating a patient, all treatment will be thoroughly reviewed by our surgeons led by the clinical director, before transferring to one of our equally experienced in-house dental surgeons so that continuing care is maintained.
Notification of such a transfer will of course be provided to the patient to whom this relates.
What we charge you for
As a private facility, we charge you the total cost for examination, diagnosis and advice, treatment and maintenance. Our advice and treatment charges include but are not limited to the clinician’s time, support staff, equipment (Investment and maintenance), materials, training and laboratory costs.
All treatment and dental care at TwentyOneDental is provided on a private contract basis. There is no NHS provision.
We charge set fees for routine treatments such as fillings, restorative treatment, implants and orthodontic treatment which can be viewed in our fee guide on our website.
For non-set treatment we charge an hourly rate for the Clinical Director, Specialist and Special Interest Surgeons and our Associate Clinicians.
If we are planning treatment or giving you information rather than treating you, we calculate these charges at a lower, administrative rate of £250 per hour.
Our charges are as per our published price list on our website, but this is supplied as a guide. Individual patient needs will vary and all of our treatment plans are created on a personalised basis, according to the procedure required and the time required to complete the procedure. Appointment times may need to be extended as deemed appropriate by the treating clinician to for example, complete unpredicted treatment. If this is the case, you will be advised and ask how you wish to proceed. Our fees are calculated by referencing the time our clinical team need to spend both clinically and administratively in order to administer, report on or evaluate treatment for you.
Additional charges will be applied if treatment is out of normal surgery hours or requires re-opening of the clinic to provide treatment.
New consultation appointments and routine check-up appointments are charged according to our published price list. Occasionally a longer appointment is necessary in order to deal with a particularly urgent or complex problem in which case the fee will reflect the time taken. It may not be possible to complete all of the assessment required at your new patient examination and we may need to schedule a further visit in order to deliver and discuss extensive or complex treatment plans. This will be charged at our standard rate for a review appointment according to our fee guide.
Letters and telephone calls made and received are charged on a non-clinical hourly rate according to the time taken.
We reserve the right to increase our charges which will usually be reviewed on an annual basis.
Written estimates are provided for all planned treatments and the fees remain valid over the whole period of treatment provided it is commenced within 3 months of the date of the estimate. Should treatment not be commenced within a 3-month period, it may be necessary to re-examine your dental status and adapt/amend your treatment plan. This may result in a change to the amount you are charged.
Every effort is made to give cost estimates which are as accurate as possible based on the information available to us at the consultation or treatment planning appointments.
Treatment plans and associated cost estimates may need to be reviewed as your treatment progresses, therefore requiring a change in your treatment plan. If this is the case, the amount you are required to pay may change from the original fee discussed. You will be advised if there is a change to the prescribed treatment and asked how you wish to proceed.
If additional dental work is deemed necessary during a course of treatment, you will be advised of any additional treatment items and asked how you wish to proceed. Additional fees will be applied at the fee rate at the time of adjustment and you will be supplied with an updated treatment plan.
Fees for treatment, consultations, reports and/or advice are due at the time of booking and can be paid by cash, credit or debit card, finance (0% Finance available) and direct bank transfer (BACS).
For longer courses of treatment, the fees due can be divided over the duration of the treatment time according to the number and duration of appointments, with the final balance being due on the agreed day of completion of the treatment.
Finance packages (including 0%) are available to spread your treatment fees over a longer period of time, but these must be agreed within 3 months of the treatment estimate being provided and in discussion with our Treatment and Finance Advisor, before treatment commences.
Any variation of payment terms can only be agreed prior to commencement of the treatment.
If any account, whether interim or final, and in relation to any type of work remains unpaid for 30 days we shall be entitled to charge interest on the amount outstanding from the date of the invoice at 2% per calendar month.
Fees are to be paid at the time of booking.
Each patient is provided with their own dedicated online access to the patient portal. The portal is a secure site that holds your patient records including but not limited to medical information, consent and treatment forms.
All patients are required to promptly complete all forms sent from us. These are important forms that are legally required to be completed by you. Failure to complete forms prior to arriving for your appointment will result in you not being able to be seen by any clinician until all forms are completed. This will mean your appointment time will be shortened. Where this happens, and the clinician is unable to complete treatment for you and a further appointment becomes necessary, additional fees will apply.
Appointments & Cancellation Notice Period
Examination and Hygiene appointments can be booked online 24 hrs a day on our website and for other appointments via telephone during clinic hours.
Every effort will be made to select and accommodate an appropriate appointment in terms of the clinician, length of time needed and urgency based on the information provided by you the patient.
Missed appointments and late attendance for appointments will be charged in full according to the fee quoted for your procedure and reflect the set fee and/or time allocated and/or where exceeded.
We require at least 2 FULL WORKING DAYS notice for general appointments and 3 FULL WORKING DAYS for specialist appointments (including but not limited to sedation) of any cancellation and/or appointment to be re-scheduled. Such notice period does not include weekends or public holidays. All cancellation/rescheduling requests must be made by telephone. We regret that we cannot accept email or SMS notification for cancellation/rescheduling an appointment. Appointments cancelled or re-scheduled outside of the minimum notice period will incur a charge as stated above.
This charge will be debited to your account with us. If you have not paid a deposit, settlement of this charge will be required before treatment can continue. Treatment co-ordinator consultations not attended will attract a £25 fee.
Deposits & Payments
We make appointments with the expectation that you will attend at the agreed date & time to undergo your treatment. If you change your mind or work/other commitments prevent you from attending, we ask you to provide us with the required notice (see below) so that we can reallocate your appointment slot to another patient.
When booking your appointment, we will seek full payment and/or where appropriate a deposit from you, payment of which follows industry guidelines and is also your confirmation of your commitment to attend your appointment. Our deposits and/or payments are normally fully refundable providing sufficient notice of cancellation is given (see below) and will be set at the following levels:
- New Patient Examinations: 100% fee payable
- Emergency Appointments: 100% fee payable
- All other appointments: 50% – 100% fee payable
- Sedation/Oral Surgery/Root Canal/Implant appointments: 100% fee payable
- All Patient Hygiene/Therapy direct access: 100% fee payable
In the following cases, we will also request the full amount of an appointment as a deposit. This will include although not exclusive to Sedation, Oral Surgery, Root Canal, Implants, Second Opinions, Specialist (including Surgeons with special interests) or if an external practitioner is being brought in especially to treat you or if an appointment 1hr or more is being reserved for you.
We may, at our discretion, accept a booking on a provisional basis without payment of a deposit. In such situations, we will normally agree alternative arrangements for payment of the deposit with you. If you do not pay the deposit within the timescale you have agreed, we reserve the right to cancel your appointment and reallocate the time to another patient.
A change of mind about Treatment
When we book treatment for you, we commit that time and our resources to you. However, we do understand people change their mind and you are entitled to change or withdraw from treatment at any time. Where this arises before any treatment is consented to, no fee will be payable as long as:
- No third parties e.g laboratories have been instructed in relation to treating you;
- No specific materials/components have been ordered to assist in undertaking work relating to your treatment;
- No time has been spent undertaking treatment and/or preparing for treatment;
- No time has been set aside within the following 48 hours for your treatment;
Where a change of mind arises and treatment has commenced, then you will be charged for the full time allocated for you and not only for the partial treatment/procedure that you have undergone.
Where laboratories haven been engaged or specific components/materials have been ordered, you will be charged for these plus an administration fee of 15% of the cost of the service/material/component.
Fees will be payable for changes to treatment that had been discussed and agreed by you and the clinician, and has been undertaken and/or completed. If you are unhappy with the treatment provided, this will only be replaced according to our guarantee where it is deemed by the clinician and operations manager/clinical director as being of insufficient standard/quality/appearance.
Where unrealistic expectations/outcomes are sought, we will explain the reasons why such treatment or outcome is not appropriate and/or achievable in the professional judgment of our Surgeons.
Where treatment finance has been obtained and is sought to be refunded by the patient in full or in part, we will refund the money for treatment that has not been carried out, less finance fees payable (a percentage based on the amount to be refunded) plus an administrative charge of £45.00.
Written reports, insurance reports, addendum reports, advice to supplement treatment plans, estimates (including for medico-legal purposes) and for referring clinicians are charged by reference to the time required and complexity of the case at our clinicians’ hourly fee rate.
Consents & Referrals
Every effort will be made to ensure that you fully understand the treatment plan with both verbal and written supplementary information to include the options, benefits and risks associated with the proposed treatment. You will then be required to sign a statement of informed consent prior to treatment commencement.
We maintain an emergency contact facility so that both registered and non-registered patients can contact us during our outside* normal surgery hours. Each emergency call will be triaged in the first instance. We reserve the right to make a charge for any additional telephone advice and/or a fee for recalling the dentist and/or re-opening the surgery out of normal hours in addition to the usual treatment fees.
*Saturday morning 9am-1pm
We offer access to dental care for disabled and limited mobility patients. Parking is available on clinic premises, but requires advance booking in conjunction with arranging the appointment and is subject to availability. Payable, metered street parking is also available directly outside the clinic.
We are always keen to receive feedback positive or negative about our services so that we can use the comments to compliment our team, learn from our mistakes and improve our performance. Complaints should be addressed directly to our Operations Manager in writing and will be handled in accordance with the clinic complaints policy, a copy of which can be found on our website.
Access to medical records
From time to time, it is necessary to obtain additional information to assist with diagnosis and treatment from the patient’s doctor, previous dentist or medical specialist. This is carried out in accordance with the Access to Medical Re-ports Act 1988 and you have a right to withhold your consent or to see the medical report before it is sent to us.
Expected Standards of Behaviour
We have a duty to provide a safe and secure environment for all team members, patients and visitors. Any behaviour deemed to be threatening and/or intimidating whether directly or indirectly will not be tolerated and decisive action will be taken to protect our team members, patients and visitors to the clinic. This shall include but not limited to removing a patient from our clinic lists, terminating and charging for treatments in full.
You can trust that your data is safe with us. We have a legal obligation to keep the personal data, medical information and affairs of patients confidential and this is the responsibility of all members of the team according to the GDPR and General Dental Council guidelines. A copy of our confidentiality policy can be found on our website.
Termination of instructions
You may withdraw your instructions or consent for treatment at any time by written or verbal notice to us. In such circumstances, you will be required to pay for all such treatment undertaken and planned for as per our deposit and cancellation policy. We reserve the right to withdraw treatment at any time by giving you written notice where we have reasonable grounds to do so (including failure by you or any persons acting on your behalf to settle invoices in full).