Making an Appointment

• All patients are seen on an appointment basis

Opening hours

• Monday – Thursday 08.30-17.30 (Closed for lunch 1230-1330)
• Friday 30-15.00

Cancellations Policy

At least 48 hours’ notice is required of a cancellation otherwise a charge may be made (where permitted), which will be based on the circumstances of the patient and at the practice’s discretion.

Methods of Payment/Credit

We run a comprehensive Dental Care Plan predominantly through Patient Plan Direct (PPD), who will make a separate arrangement with the patient to manage their payments under the plan. The plan will provide advantages to both the patient and us. It will allow us to plan the dental care more effectively and provide the best chance of keeping the patient dentally fit. The advantage to the patient is that it should reduce the need for future treatment and they will have the peace of mind that the dental treatment will be covered by convenient monthly payments (apart from laboratory fees and certain costs involved in Endodontic treatment). For all new and NHS converted patients the Maintenance Membership covers routine check ups, scale and polish and x-rays and discounts off any treatment required.

Both our Plans also provides a worldwide assistance scheme which allows you to apply for assistance should you suffer a dental trauma whilst at home or abroad (certain terms and conditions apply). To qualify for the maintenance plan the patient will need to be dentally fit.

We recognise that patients can be anxious about the cost of dental treatment and they will be provided with a detailed treatment plan and estimate of the cost of any proposed treatment before treatment commences. Payment by all major credit/debit cards are accepted. A full price list is on display in reception. Private treatment is available and should be discussed with the dentist who will explain if this would be the most appropriate option.

Mobile Phones

Patients are requested not to use mobile phones within the building.

Smoking Policy

In order to provide a safe healthy and smoke-free environment for staff and patients, the establishment is a no smoking and no vaping area.

Car Parking

There are parking facilities near the practice.

Out of Hours/Emergency Care

For all our registered patients there is an on-call service which is run on a rota basis and all surgeries are located within Pembrokeshire or South Ceredigion. The relevant numbers can be obtained by phoning the Practice telephone number – 01437 765124.

Client Centred Care

We care about providing the right treatment for patients/clients, so treatments and procedures are only carried out after fully discussing the pros and cons with the patient.

Consultations

• All consultations are carried out in person with patients/clients, by qualified personnel in the privacy of the consultation/treatment room.
• Records of all consultation and treatments are kept in patients’ notes
• At the initial consultation, a medical history will be taken and an outline of the problem the patient presents with. They will be given information on any planned procedure and all alternatives will be discussed, and consent obtained prior to commencement

Patient/Client Records

The details of patients/clients are taken at the initial consultation which also form part of the patient/client records.

Information provided to the Patients/Clients

This practice ensures that information provided to patients/clients and prospective patients and their families/carers is accurate and that any claims made in respect of services are justified. This is in the form of a Patient Information Leaflet.

Treatment of Children 

We do provide treatment for children.  We will expect minors to be accompanied to the practice by their parents.

Consent

• The practice operates a consent policy which will be advised at the first consultation for the patient to understand prior to proceeding with any treatment
• Patients have the right to make their own decisions regarding medical treatment and care. Prior to the commencement of treatment, patients will be required to sign a form of consent
• Consent to treatment must always be given freely and voluntarily by a person capable of making decisions regarding the treatment. Those with a learning disability must be accompanied by a parent or guardian who will sign the consent form on their behalf

Patient Views

• Patients are notified as to the availability of feedback forms within the practice’s Patient Information Leaflet. The Patient Information Leaflet itself is always readily available to patients/clients and copies are available in the waiting room and reception
• It is the policy of this practice also to carry out random patient surveys to seek the views of our patients/clients as to the quality of the treatment and care provided by our personnel
• This also enables the practice to ensure compliance with its quality monitoring policy in line with its standards. These will also be issued to the Healthcare Inspectorate Wales as and when requested
• Patients views will be collated into a report by entering the results into a spreadsheet and totals and percentages will be calculated as to the overall performance. Explanation of the totals may also be represented by visual aids such as graphs and charts. The results of the survey will also be made available to staff by way of discussion at regular staff meetings. Guidance as to where and how to access the report will be noted in the minutes of these staff meetings

Privacy and Dignity of Patients

The privacy and dignity of patients are respected at all times.  This practice has a policy of patient confidentiality and all information and records are kept safe and confidential.  There are facilities for patients to have private conversations with the clinical and reception staff.

Checklist for Consultation 

• We will explain the procedure to the patient and give them an opportunity to ask questions. We will explain what we are doing at each stage of the procedure
• If a chaperone has been present, we will record the identity of the chaperone in the notes and any other relevant issues or concerns immediately following the consultation

Complaints Procedure

• This practice operates a complaints procedure as part of its dealing with patients’ complaints which complies with the Healthcare Inspectorate Wales requirements
• Patients are asked that in the event of any complaint, to speak directly or write to Mrs Marie Springer, Practice Manager. Patients who require further advice regarding the complaints process should direct their enquiry to Mrs Marie Springer. A copy of the complaints process is held in the waiting room.

What we shall do

Our complaints procedure is designed to make sure that we settle any complaints as quickly as possible. We shall acknowledge complaints within two working days and aim to have looked into the complaint within 10 working days of the date when it was raised.  We shall then be in a position to offer an explanation or a meeting as appropriate. If there are any delays in the process we will keep the complainant informed.

When we look into a complaint, we shall aim to:

• Find out what happened and what, if anything, went wrong
• Make it possible for the complainant to discuss the problem with those concerned
• Identify what we can do to make sure the problem does not happen again
• At the end of the investigation the complaint will be discussed with the complainant in detail, either in person or in writing

Complaining on behalf of someone else

The rules of medical confidentiality will be adhered to if the complaint is received on behalf of someone else. A note signed by the person concerned will be required, unless they are incapable (e.g. because of illness) of providing this to allow the complaint to be investigated. If the complaint is not resolved to the patient’s satisfaction, the patient will be advised to write (as appropriate) to:

• Healthcare Inspectorate Wales (HIW)
  Rhydycar Business Park
  Merthyr Tydfil
  CF48 1UZ
  Telephone: 0300 062 8163
  Email:  hiw@gov.wales

• The Dental Complaints Service (for Private Care and Treatment)
  37 Wimpole Street
  London W1G 8DQ
  Telephone: 020 8253 0800
  Online:   https://dcs.gdc-uk.org/

You may also like to contact the General Dental Council for more advice

• General Dental Council
  37 Wimpole Street London W1G 8DQ
  Telephone: 020 7887 3800
  Email:  complaints@gdc-uk.org

Help us to get it right

We constantly try to improve the service we offer, so we will encourage patients/clients to let us know when we have done something well or if there are any suggestions as to how we can do something better.

Signed:     Marie Springer.                      Date: 18/03/25

(Marie Springer, Registered Manager)