At The London Orthodontic Group we listen to patients’ views and learn from them. We communicate with patients in a courteous, friendly, professional manner.
Patients are provided with the standard of care that we would expect to receive ourselves and we make sure that patients receive full information about our services, their treatment and its cost.
We may refer patients for further professional advice and treatment where appropriate and we are committed to ensuring that we keep our professional skills and knowledge up to date.
In our practice we will:
Respect our patients’ confidentiality
Aim to ensure that patients should have to wait no longer than 20 minutes to be seen.
Manage our appointments system so that treatment appointments are booked no more than 2 weeks ahead
Deal with every telephone call promptly – callers will not be asked to ‘hold’ without first finding out why the call has been made
Deal with correspondence within 3 days of receipt
Provide patients with a treatment plan and estimate of costs for each new course of treatment. Full and specific consent will be gained.
Make patients aware of our policy for collecting fees. Requests for payment will always be made courteously
Make the practice policy for dealing with complaints known to patients. All complaints will be treated sympathetically and according to the agreed procedures.
Provide the highest standards of infection control
Provide any emergency treatment required during practice hours as soon as is reasonably practicable.
Out of hours
An emergency rota will operate, and details will be displayed at the entrance to the practice and recorded on the telephone answering machine. This information will always be correct and up to date.
Approved By: Rosy Oli
Date Published: 24/09/2021