Please find below some of our most important policies. All of our policies are kept in the waiting room so all of our patients are full informed about how we practice. 

Privacy Policy

Information that we collect

We may collect the following information about you:


  • Personal details such as your name, date of birth, address, telephone number and email address

  • Information about your dental and general health, including

  • Clinical records made by dentists and other dental professionals involved with your care and treatment

  • X-rays, clinical photographs, digital scans of your mouth and teeth, and study models

  • Medical and dental histories

  • Treatment plans and consent

  • Notes of conversations with you about your care

  • Dates of your appointments

  • Details of any complaints you have made and how these complaints were dealt with

  • Correspondence with other health professionals or institutions

  • Details of the fees we have charged, the amounts you have paid and some payment details


Ben Wright, practice owner is responsible for keeping secure the information about you that we hold.

Those at the practice who have access to your information include dentists and other dental professionals involved with your care and treatment, and the reception staff responsible for the management and administration of the practice.

How we use your information

To provide you with the dental care and treatment that you need, we require up-to-date and accurate information about you.

We will share your information with our monthly membership plan Practice Plan and Dental Laboratory (Triple O, Swift Dental and Apple Prosthetics) in connection with your dental treatment. We might also need to share your information with referral services for example, the NHS, CT Dental. We will only disclose your information on a need-to-know basis and will limit any information that we share to the minimum necessary.

We will seek your preference for how we contact you about your dental care. Our usual methods are telephone, SMS, email or letter. We may use your contact details to inform you of products and services available at our Practice.


Keeping your information safe

We store your personal information securely on our practice computer system and in a manual filing system. Your information cannot be accessed by those who do not work at the practice; only those working at the practice have access to your information. They understand their legal responsibility to maintain confidentiality and follow practice procedures to ensure this.

We take precautions to ensure security of the practice premises, the practice filing systems and computers use high-quality specialist dental software to record and use your personal information safely and effectively. Our computer system has a secure audit trail and we back-up information routinely.

We keep your records for 10 years after the date of your last visit to the Practice or until you reach the age of 25 years, whichever is the longer.

Access to your information and other rights

You have a right to access the information that we hold about you and to receive a copy. You should submit your request to the practice in writing or by email. We do not usually charge you for copies of your information; if we pass on a charge, we will explain the reasons.

You can also request us to:

  • Correct any information that you believe is inaccurate or incomplete. If we have disclosed that information to a third party, we will let them know about the change

  • Erase information we hold although you should be aware that, for legal reasons, we may be unable to erase certain information (for example, information about your dental treatment

  • Stop using your information – for example, sending you reminders for appointments or information about our service

  • Supply your information electronically to another dentist.

If you do not agree

If you do not wish us to use your personal information as described, you should discuss the matter with your dentist. If you object to the way that we collect and use your information, we may not be able to continue to provide your dental care.


If you have any concerns about how we use your information and you do not feel able to discuss it with your dentist or anyone at the practice, you should contact The Information Commissioner’s Office (ICO), Wycliffe House, Water Lane, Wilmslow, Cheshire SK9 5AF (0303 123 1113 or 01625 545745).


Yours sincerely,


Eleanor Browning

Practice Manager


Date: 09/04/2018


Review date: 09/10/2018

Cookie Policy

We use a number of different cookies on our site. If you do not know what cookies are, or how to control or delete them, then we recommend you visit for detailed guidance. The list below describe the cookies we use on this site and what we use them for. Currently we operate an ‘implied consent’ policy which means that we assume you are happy with this usage. If you are not happy, then you should either not use this site, or you should delete the cookies having visited the site, or you should browse the site using your browser’s anonymous usage setting (called “Incognito” in Chrome, “InPrivate” for Internet Explorer, “Private Browsing” in Firefox and Safari etc.)



These are cookies that are set by this website directly.

Google Analytics: We use Google Analytics to collect information about visitor behaviour on our website. Google Analytics stores information about what pages you visit, how long you are on the site, how you got here and what you click on. This Analytics data is collected via a JavaScript tag in the pages of our site and is not tied to personally identifiable information.We therefore do not collect or store your personal information (e.g. your name or address) so this information cannot be used to identify who you are. You can find out more about Google’s position on privacy as regards its analytics service at

CMS: Our website runs open source CMS platforms and cookies are used to store basic data on your interactions with the CMS, and whether you have logged into the CMS. We use a session cookie to remember your log-in for you if you are a registered user and we deem these as being strictly necessary to the working of the website. If these are disabled then various functionality on the site will be broken. More information on session cookies and what they are used for at


These are cookies set on your machine by external websites whose services are used on this site. Cookies of this type are the sharing buttons across the site allow visitors to share content onto social networks. Cookies are currently set by **LinkedIn, Twitter, Facebook, SO-CHAT, Google+ and Pinterest. In order to implement these buttons, and connect them to the relevant social networks and external sites, there are scripts from domains outside of our website. You should be aware that these sites are likely to be collecting information about what you are doing all around the internet, including on this website. You should check the respective policies of each of these sites to see how exactly they use your information and to find out how to opt out, or delete, such information.

Signed: E Browning

Date: 17/04/2018

Review: 16/04/2019

Practice fees and payments



Ensuring the prompt collection of fees is crucial to maintaining cash flow and keeping the practice operational. All members of the dental team are responsible for ensuring that patients are fully informed about the fees that they are likely to pay and when those payments will be due.

This policy describes the practice procedure for advising patients of the fees payable for their dental care and for collecting payments.



Information on fees

  1. We commit to provide full information about costs to patients at every stage of their care.

  2. Information about fees is displayed room, reception area, website, Facebook. A copy of the information is available on request.

  3. Information on patient charges and an indicative price list are provided to new patients via the website and treatment plans given to patients. The team can describes how patients can pay for their care.


Estimates and bills

  1. Before any treatment is undertaken, the options available and the associated costs are explained in full to the patient in a way that the patient understands.

  2. A written treatment plan and estimate of the costs are provided for all dental treatment.

  3. Patients should be given an itemised bill. The patient’s record should include details of any fees incurred and payments made; it should be checked at each visit and should include details of any outstanding amounts.



  1. The practice offers patients a range of payment options, including payment by [cash, cheque and credit/debit card, practice plan (direct debit) or finance.

  2. Our normal policy is for crowns, veneers, root canal, bridges, jaw realignment, teeth whitening and braces to request patients to pay a deposit before starting treatment and pay the balance on completion. Or if the patient has poor attendance.  For all other treatment we request patients to pay for their treatment on completion.  Patients are reminded about our payment policy when they make an appointment.

  3. For longer courses of treatment, patients may be offered the option to pay for their treatment by instalments. This must be agreed in full by practice owner, practice manager. If a patient has a complaint about a credit arrangement, the practice complaints procedure should be followed. If the complaint cannot be resolved in this way, the patient should be advised of their right to take the matter to the Financial Ombudsman Service.

  4. Whenever a payment is taken, the patient must be given a full itemised and dated receipt.

  5. If a patient offers to pay part of the full cost, the part payment should be accepted but the patient must be advised that the amount paid is not accepted as full-and-final settlement. The patient should be given a statement showing the original invoice amount and date, the date and amount of the part-payment, and the amount still outstanding.


Outstanding payments

  1. A regular check of the treatments provided against the payments received is undertaken by Ben Wright and reminders sent to patients who have missed payments.

  2. If no payment is received within four weeks, a reminder will be sent inviting the patient to contact the practice regarding payment options.

  3. If, following the second reminder, no payment is received, a final reminder letter will be sent and the patient advised that further failure to make a payment may result in the practice instructing a debt collection agency or taking legal proceedings. Details of the agency will be provided to ensure that the patient knows who may contact them at a later date.

  4. If, following the final reminder, no payment is received, the practice owner and/or, practice manager will consider how to progress the matter. Action may include the engagement of a reputable debt collection agency or formal legal action. In extreme circumstances and at the sole discretion of the practice owner the debt may be written off.

  5. The patient will be informed that, for the purposes of collecting the debt, their details may be passed to a third party.



Signed: E Browning

Date: 17/04/2018

Review: 16/04/2019

Horsefair Dental Practice Complaints handling policy



In this practice, we take complaints seriously to ensure that our service meets expectations.  All complaints are dealt with courteously and promptly to resolved the matter as quickly as possible.

Our aim is to react to complaints and learn from every mistake that we make. We respond to any concerns in a caring and sensitive way.


  1. The person responsible for dealing with any complaints about the service that we provide is Ellie Browning, our Complaints’ Manager.


  1. If we receive a complaint by telephone or in person, we will listen and offer to refer the individual to the Complaints’ Manager immediately. If the Complaints’ Manager is not available at the time, we arrange a convenient time for the Complaints’ Manager to contact the individual.  The member of staff will take brief details of the issue and pass it to the Complaints’ Manager and provide the individual with a copy. If the matter requires a more immediate response, we will arrange for a senior member of the dental team, the practice owner, to deal with it.


  1. If we receive a complaint in writing or by e-mail, it will be passed immediately to the Complaints’ Manager.


  1. If a complaint is about any aspect of clinical care or associated charges, it will usually be referred to the dentist concerned, unless the individual does not want this to happen.


  1. We will acknowledge a complaint in writing and enclose a copy of this code of practice as soon as possible, normally within three days. We will offer to discuss the complaint with the individual, and confirm how they would like to be kept informed of developments – by telephone, letters or e-mail or by face-to-face meetings. We will inform the individual about how the complaint will be handled and the likely time that the investigation will take to complete. If the individual does not wish to discuss the complaint further, we will still inform them of the expected timescale for completing the investigation.


  1. We will seek to investigate the complaint within six months and, as far as reasonably practicable, we will keep the individual informed as to the progress of the investigation.


  1. When we have completed our investigation, we will provide the individual with a full written report, which will include an explanation of how we considered the complaint, the conclusions reached in respect of each specific part of the complaint, details of any necessary remedial action taken and whether further action will be taken.


  1. Proper and comprehensive records will be kept of any complaints received and the action we take. These records will be reviewed regularly to ensure that we take every opportunity to improve our service


  1. If the individual making the complaint is not satisfied with the result of our investigation, we will advise them to refer the complaint to:

For complaints about private treatment:

Dental Complaints Service, Stephenson House, 2 Cherry Orchard Road, Croydon

CR0 6BA (08456 120 540).


General Dental Council, 37 Wimpole Street, London, W1M 8DQ



Signed: E Browning

Date: 17/04/2018

Review: 16/04/2019