dental practice Leytonstone London

Policies At Our Dental Practice In Leytonstone

 The Patient Charter

Important Information About Our Dental Practice in Leytonstone

Our Philosophy of Care

  • To provide and improve the best care for patients.
  • A commitment to attaining the highest standard of clinical practice and encouraging health promotion.
  • To maintain a comfortable and supportive working environment for all the staff.
  • To keep a happy team spirit and empathy for patients and staff alike.
  • To ensure that the communication is open between patients, staff and external parties (e.g. other professionals) at all times.





The Patient's Responsibilities

For our team to give you and fellow patients the best possible service at our dental practice in Leytonstone, we would ask you to note the following guidelines:

  • Please read the Patient Charter carefully and retain the copy of it for future reference. It will help you to get the best out of all the services we offer.
  • Please let us know if you change your name, address or telephone number.
  • To inform us of any changes to your general health. This includes up to date information about all your medications and allergies you may have (or have developed).
  • To give us at least 48 hours' notice when cancelling appointments, this allows us to allocate the appointment to other patients. Please see Our Late Cancellation/Failed Attendance Policy here (go to cancellation policy below)
  • Payments for private treatments are made as the treatment progresses.
  • For private treatments we take a minimum of £50 deposit (depending upon the duration of the treatment) prior to booking any further appointments.
  • We accept cash, credit/debit card (except Amex).
  • It is the policy of this practice that, if a patient is abusive, threatening or violent to any member of staff they will be immediately removed from the register.
  • Children must be accompanied by an adult at all times. If you are bringing children along when you are coming for your treatment, please make sure there is an adult that can care for them while you are being treated. If you fail to do so we won't be able to carry out the treatment.
  • Please switch off your mobile phone when entering the premises.
  • To take responsibility of maintaining good oral health.



Failing to Attend/Late Cancellation Appointments Policy

Every year we lose valuable surgery time because of patients failing to attend their appointment or cancelling at the short notice. This makes it more difficult for us to accommodate our patients in need of urgent treatment, for existing patients to book appointments and for new patients to register here. It also costs the surgery the surgery a considerable amount of money.

  • As Privately registered patient if you fail to attend without giving us 48 hours' notice, the fine will be applied: £25 for 15-30 min appointments, £40 for 45 min appointments, £60 for 60 min appointments. For appointments 75 min or longer you will be charged £1 per minute.
  • Unless the failed appointment fine is paid in full, we won't be able to book any further private treatment appointments in the future. 
  • As with all medical facilities, we aim to see our patients on time but due to the nature of healthcare, this is not always possible. However, if the patient turns up late for their appointment so that treatment can't be carried out, this will be regarded as failing to attend.
  • If we have your mobile phone number on file, a reminder text will be sent to you a few days before the appointment. All text messages sent by our system are logged when successfully sent. It is your responsibility to check your text messages and to ensure that we are informed of any changes to your mobile phone number. We will assume that you have received your reminder if it has been logged as successfully sent.
  • Please note that, text messages are sent out of courtesy, not necessity. It is your responsibility to turn up on time for an appointment. Failure of the text messaging system for any reason is not sufficient reason for failing to attend or turning up too late for treatment.

Cancellation of an appointment with less than 48 hours' notice usually means that we are unable to re-allocate the time to other patients. This leads to lost treatment time, and longer delays for appointments.




Efficient Running

Running an efficient appointment system where patients give us notice if they are unable to attend a dental appointment, means that we minimise treatment time and are able to keep waiting lists down



Why 48 Hours' Notice?

We ask for 48 hours' notice as this gives us an opportunity to re-allocate the time to another patient. We also print and prepare day lists 48 hours' in advance, so cancellation at shorter notice means we need to re-print complete day lists and potentially lose valuable appointment time, which along with our staffing costs and overheads still needs to be funded.


We appreciate your understanding of our late cancellation policy in helping to run an efficient appointment system.

GDPR and Privacy Policy

View our privacy policy here.



If you would like any further information about our dental practice in Leytonstone,
please get in touch with one of the friendly team at the Thatched House Dental Practice.