York Dental Practice

Our Practice Policies

The Patient Charter

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 communication is open between patients, staff and external parties (e.g. other professionals) at all times. 

The Patient’s Rights

  • You will be treated in a friendly, courteous manner whenever you visit or telephone the surgery. 
  • We will try to answer the phone promptly and ensure that sufficient staff are available to do this. 
  • You have a right to confidentiality.  
  • You have the right to see your dental records, subject to the limitations of the law. 
  • This practice will provide and maintain premises that are clean, comfortable, safe and as accessible as possible especially to our patients with mobility problems. 
  • You will be offered emergency appointment (i.e. facial swelling and severe pain) within 24 hours.  
  • Patients will be treated as individuals and partners in their dental care, irrespective of their ethnic origin or religious or cultural beliefs. 
  • At the time of your appointment we will listen empathetically to your concerns and then conduct a thorough examination. Before we provide any treatment, we will advise you of your options, we will discuss benefits and risks of the different options and the cost of treatment so you can make an informed choice regarding the best treatment for your specific needs 
  • We will do our very best to keep to appointment times. However, when for some unforeseen circumstances we run late or are unable to keep to appointment time, you will be informed promptly and offered a suitable alternative appointment or asked to see another dentist. A refusal of our offer of an alternative dentist may delay your treatment. 
  • We will deal with any suggestions or complaints quickly and efficiently. 

The Patient’s Responsibilities

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

  • Please read our practice information carefully and retain it for future reference. Along with our website and social media 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 any allergies you may have (or have developed). 
  • To give us at least 24 hours’ notice when cancelling appointments, this allows us to allocate the appointment to other patients. 
  • Bookings for appointments are payable in advance.  
  • For private treatment, we allow 12 weeks from the examination date for you to book the advised treatment. After this time, your private course of treatment will be closed, and you will be required to return for a routine examination.
  • For NHS treatment, we allow 6 weeks from the examination date for you to book the advised treatment in. After this time, your NHS course of treatment will be closed, and you will be required to return for a routine examination.
  • In line with our zero tolerance policy, if a patient or any visitor to the practice is abusive, threatening or violent to any member of staff they may asked to leave the premises and may also be removed from our active patient list, subject to the discretion of the management team.
  • Please switch off your mobile phone when entering the premises. 
  • To keep to agreed recall time in line with National Institute for Health and Clinical Excellence Guidelines and take responsibility to make these appointments.
  • To take responsibility of maintaining good oral health. 

Late Cancellation / Failed Attendance Policy

Cancellation of an appointment with less than 24 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 can keep waiting lists down.

Cancellation and Re-booking 

We aim to be fair to our patients and widely publicise our cancellation policy, which requires at least 24 hours notice to cancel or move an appointment.

If you cancel an appointment at short notice, it will go down as a missed appointment. An appointment cancelled at short notice on a second occasion within a 12 month period will result in a charge of £1 per minute of the duration of the appointment. Appointments as part of our practice membership scheme may be forfeited if cancelled at short notice.

In the first instance of failure to attend, it will go down as a missed appointment. A missed appointment will result in a charge of £1 per minute of the duration of the appointment. Appointments as part of our practice membership scheme will be forfeited if failed to attend. 

Why 24 Hours Notice? 

We ask for a minimum of at least 24 hours notice to change, cancel, or move an appointment as this gives us an opportunity to re-allocate the time to another patient. We also print and prepare day lists 24 hours in advance, so a cancellation at shorter notice means we need to re-print complete day lists and potentially lose valuable treatment 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 and efficient appointment system. We will always take exceptional circumstances into account if the unforeseen happens and on the rare occasion you have the need to cancel at short notice or failed to attend.

Regular Attendance

We will aim to contact you to invite you to attend a dental examination at your recall date. However, if you fail to return to the practice for an appointment within 2 years, you will automatically be removed from our active patient list and therefore unable to receive dental care. We may not send notification of this. If you wish to return to the practice after this time, you will need to be seen as a new patient and our new patient fees will apply.

As part of our duty of care, if a child fails to attend an appointment that has been made, or fails to attend regular appointments, we may be required to inform the relevant authorities.