highfield avenue dental logo

Practice Policies & Standards

We follow the highest standards of quality and safety to preserve the health of our patients and the excellence of the services provided.

We also strive to always maintain a healthy work environment for the benefit of our staff and our patients.

We would be happy to show you our strict cross infection procedures to ensure the safety of our patients.

We have a separate decontamination room for disinfection and sterilisation of instruments. Each patient is treated with their own set of instruments that have been sterilised and pouched prior to use and face masks and gloves are changed between every patient.

Thorough disinfection of the surgery is carried out between every appointment ensuring a clean environment.

Our clinic is fully committed to every patient’s care, access and safety.

We follow a comprehensive list of policies and procedures designed to provide the best and safest journey to all our patients.

All our policies have been thoroughly checked and approved by the Care Quality Commission.


Fees for treatment are due on the day the treatment is provided. We do not operate an account in arrears facility. In some circumstances, we reserve the right to request payment in advance for certain treatments.

Payment methods accepted are: cash; Debit/Credit Card/ American Express; BACS payment by arrangement; Cheque payment by arrangement.

Late Cancellation or Missed Appointments

Cancellations and Failed Appointments:

We require a minimum of 48 hours notice for cancellation of any arranged appointment. When we schedule an appointment for a patient, we are booking the surgery time off for that patient’s treatment. Failure to give the appropriate notice of cancellation will result in a Failed Appointment Fee being charged. This fee is proportionate to the length of the appointment failed and is to cover the cost of the surgery time wasted.

Failed Appointment fees must be settled before any other appointment is offered. Please note that we cannot accept notice of cancellation by email, text message, or answer phone message, as these are not screened daily.

Highfield Avenue Dental reserves the right to charge up to £100 per hour, in the event of a missed appointment or an appointment cancelled with less than 48 hours’ notice.

Please note that unpaid accounts are routinely referred to a Debt Collection Agency or the Small Claims Court, and we reserve the right to recover all costs incurred in doing so.

Personal Details

It is very important that you give a full medical history and details of any medication you take.

Should these change in any way, it is very important for you to tell your Dentist. It is the patient’s responsibility to inform the clinic of any changes in either personal details and/or their medical history.

Complaints Policy

At Highfield Avenue Dental we always take complaints about any aspects of our services very seriously, in order to ensure that every patient has only the very best experience at all times.

Complaints can be made in writing by filling out a simple complaints form available from reception, or via email through our online website contact form, by the patient or by an authorised person on the patient’s behalf.

Every complaint will receive immediate written/email acknowledgment, and the Management will strive to resolve the complaint within a quick, reasonable period of time (usually about 2 weeks).

If a complaint is about any aspect of clinical care or associated charges it will normally be acknowledged by the Management team and then referred to the treating Dentist.

For our full complaints procedure and policy, please ask a member of our reception team.

No tolerance/abuse Policy

We operate a zero tolerance policy to abuse to our Dentists and staff, loud/disorderly/drunken behaviour, persistent missing and late cancellation of appointments (after multiple warnings).

In these situations, Highfield Avenue Dental reserves the right to refuse treatment and admission.

Data Protection Act

We store all patient personal details on a secure computer system in accordance with the Data Protection Act.

All clinical notes, digital radiographs, digital photographs etc remain the property of Higfield Avenue Dental. Copies of notes, radiographs and photographs can be made available on request, and we reserve the right to charge an administration fee for these.

We want to hear from you!

We welcome any and all feedback and suggestions as to how we can improve our service for our patients.