Terms and Conditions


If you are a new patient, we would like to take this opportunity of welcoming you to our practice. Our aim is good dental health for you and your family.

Care at the practice

We are a fully private dental practice and we provide dental care for adults and children. We offer Practice plan and pay as you go access, we are happy to discuss these options with you. Patients may obtain a private fee scale from reception. We ensure all members of our team have the right skills and up to date training to carry our their duties competently and with confidence. We comply with the current national guidelines

Appointments and emergencies

You can make an appointment by telephone or you can call in to make arrangements. When you arrange your appointment, please advise the receptionist which of the dentists you would prefer to see.

We always try to see our patients at the appointed time. If you are kept waiting, there is normally a clinical reason for the delay. Please be patient.

If you need to be seen urgently, telephone the surgery number for advice. If treatment is essential, we will do our best to arrange an appointment within 24 hours. For emergencies outside normal surgery hours, patients should phone the surgery to obtain the emergency contact number on the answer phone.

Please give us as much notice as possible if you need to cancel an appointment so that we may offer the appointment to someone else - perhaps someone in pain. If you miss 2 appointments or give less than 24 hours notice when cancelling an appointment on more than 1 occasion, we may not be able to complete your treatment or to offer you care in the future.

Choosing the best way to pay

After your examination, when a treatment plan has been agreed, you will be given a written estimate of the cost. You will be expected to pay in full before the completion of your treatment. The practice has a zero tolerance policy relating to bad debts. We accept payment by Cash, Debit or Credit Card.

Refund policy

We want you to be entirely satisfied with your care and treatment. If a filling, root filling or crown fails within a year we will provide free repair or replacement or a full or part refund, depending on the circumstances.

Violent or abusive behaviour

The practice has a zero-tolerance policy relating to violent or abusive behaviour towards any member of staff or the public.

Complaints policy

If you are not satisfied with the care or service provided at the practice please contact Mrs Marie Cooper or the registered manager, Mr Phillip Griffiths, who will deal with the complaint according to the practice’s complaints handling policy.


Patient confidentiality at our practice is taken seriously and all information about our patients is treated with the strictest confidence in accordance with our practice policy. If you would like a copy of our practice confidentiality policy, please contact the practice owner / Registered Manager :- Mr Phillip Griffiths.

You can read our GDPR Policy here: Bistre Dental Practice GDPR Policy

Comments and Feedback

We value the feedback thoughts and suggestions of our patients. We provide a comment box in reception, for any comments n suggestions good or bad. We aim to send out satisfaction questionnaires every three months.