Terms & Conditions Birmingham

Terms & Conditions at Acorn Dental

Terms & Conditions

At Acorn Dental we aim to treat our patients with respect, dignity and politeness, to give them sufficient information to allow them to make an informed decision on their treatment and for us as a practice to recognise their needs and wishes.

We have a dedicated team who will always do their best to help, support and answer queries and questions which may arise before, during and after treatment.

All team members are trained in the process of our patient journey. We aim to deliver a high standard of dentistry with care, compassion and understanding.

Consent and Treatment Planning Policy 

We discuss with all our patients their treatment needs and provide them with the different options available, even if we cannot offer them in the practice. We make sure they understand the risks and benefits of all treatment options.

All treatments are provided privately, fee per item or Denplan Essentials fee per item. 

Every patient is assessed to identify their individual needs and choices at the consultation appointment. Everyone is given a written personalised treatment plan, which details their individual needs and choices. Everyone’s treatment plan is reviewed on an ongoing basis with the involvement of the patient. The assessment and care planning processes takes account of guidance and research relating to the care and treatment of patients.  

Itemised plans are provided to all patients who need to have treatment and informed consent is always obtained and recorded before treatment is commenced.  

Certain treatments require a more in-depth written consent.  This will be given before complex treatments commence, along with aftercare instructions and any risks which may be relevant.

It may be necessary to amend a treatment plan and therefore the costs may change.  If this happens then the patient will be fully informed, consulted and asked how they wish to proceed.

Appointment Policies

Payment upon Booking and Deposit Policy

New patient examinations, consultations and CBCT scans are payable upon booking. 

A deposit will be requested at reception towards each treatment appointment booked then the remaining balance will be payable at the final appointment.

Short notice cancellations and failed appointments may incur a charge which will be taken from the deposit already paid.

If an appointment is cancelled within the desired time frame and a refund is requested, it can only be processed using the same debit/credit card.

Although we process the refund immediately it may take up to 5 working days to credit your account.

Practice Policy on Fees

It is the policy of this practice to give patients full information about the cost of their dental care before any treatment is undertaken.

A list of common treatment charges is available at Reception for treatments provided privately.

We will ensure that all patients:

Are advised of what they have to pay, when they should pay and how they can pay (e.g. cash, card)
Know what they will receive for their payment (i.e. what treatment or care)
Understand that their treatment is provided privately. 
Are given a written estimate and treatment plan on request or where treatment involves more than a routine preventive examination and hygiene care.
Understand their own responsibilities in terms of payment terms and how to avoid any penalty for overdue fees (missed appointment charges, late payment etc)
Are not pressured into signing agreements or paying fees.
Obtain a receipt for any payments they make and can review their account details.
Can talk to a staff member who can explain clearly what payments are due and what the payment is for 
Can discuss with staff what treatment options and costs are available.
Are given an estimate where a precise cost cannot be determined in advance (e.g. laboratory work) and will receive timely advice of any additional costs where appropriate
We try to make payment as straightforward as possible. 
Denplan patients are advised at the time of registration what their plan includes, what is excluded and what costs are involved.

Appointment Cancellation & Failed to Attend Policy

As you are aware the practice operates a Cancellation Policy.  This is to ensure the smooth running of the practice for the benefit and convenience of all our valued patients.

We would kindly ask that for all routine examination and hygienist appointment 48 hours’ notice is given, for all other treatment appointments at least 72 hours must be given so we can reorganise our diaries accordingly.

A fee may be charged for short notice and failed appointments.

Zero Tolerance Policy

The purpose of this policy is to address instances of unacceptable behaviours which may cause harm or the fear of harm to any members of staff within Acorn Dental.   This policy covers:

Instances of violence or aggression committed by any person, whether this may be an attending patient, their relatives, any visitors to our practice and our staff.  

Against any patient, relative, any other visitor to our practice or a member of our staff.

Definition

Violence and Aggression 

Violence is the use of force against a person that has the same definition as “assault” in law.  This would cover any person unlawfully touching any other person forcefully, spitting at another person, raising fists or feet or verbally threating to strike or otherwise apply force to any person.

Aggression is regarded as threatening or abusive language or gestures, sexual gestures, or behaviour, derogatory sexual or racial remarks, shouting at any person or applying force to any practice property or the personal property of any person in the practice. This would include shouting loudly in an intimidating manner.

This policy applies throughout the practice including car park and grounds.  It also applies to any employee or associate away from the practice premises but only in so far as it relates to the business. 

What to do 

 If violence and aggression occur within our practice, 

A member of the staff will ask the individual(s) to stop behaving in an unacceptable manner.  Sometimes a calm and quiet approach will be all that is necessary.  Staff are reminded that they should not, in any circumstance respond in the same manner.
Should the person cease their behaviour the Practice Manager should be asked to attend and the member of staff should explain calmy what has occurred.
If the person is acting in an unlawful manner, causes damages or strikes another then the police should be called immediately.
Should it prove necessary to remove the person from the practice then the police should be called and staff should not, except in the most extreme occasions, attempt to manhandle the person from the practice.
If the above was to take place the members of staff involved should write a full and detailed account of the incident.
Procedure Following an Incident

Review the incident with the practice owner and the Practice Manager immediately to ascertain the severity.
Determine if a patient should be removed from the patient list.
Decide whether a written warning should be given.
Decide whether to take further action if the matter has been sufficiently dealt with by the advice already given.