Practice Policies

Emergency Appointments

Emergency appointments are prioritized.  Clients we have attended in the last two months get first priority and will usually be seen within 24 hours during the working week.  Please note that this is not applicable on Fridays.

Private and smile club clients are also afforded emergency appointments within 24 hours.

All other clients will be given appointments from 48 hours onwards depending on availability.  If however, the NHS commissions us to provide access in the future, we will endeavor to see everyone within 24 hours.

Recall Appointments

Recall appointments are in line with NICE guidelines and depend on individual clients’ oral health needs.  We however, recommend that our clients visit us at least once a year to ensure continuity of care.

Failure to Attend

Private patients who miss appointments without consent reasons will be charged for wasted time. Also they will be charged if appointment is not cancelled 24 hours before the appointment (Saturdays, Sundays and Bank holidays not applicable). For NHS patients we will deregister you if you miss 2 treatment appointments. We will also deregister you if you do not give 24 hours notice of your intention not to attend (Saturdays, Sundays and Bank holidays not applicable). Our answer phone does not take messages so please do not attempt to leave any as it will not be accessed.

Lateness for Appointments

Lateness for appointments will be dealt with as failure to attend. We will offer you the option to sit until we are able to attend to you ,but cannot guarantee the duration. If you refuse our offer then we reserve the right to impose a charge for the wasted time.

Booking Errors

Booking errors on our part will be rectified.  We will attempt to attend you on same day or as soon as possibly convenient to you.

Zero-tolerance to Violence

We operate a zero tolerance to violence either physical or verbal. We will do our utmost to accord respect to all our clients and expect the same. Patients may have their treatment terminated and further treatment refused if they are violent or abusive.

Complaints Policy

If you have complaints, please write to the practice manager stating your grievance. This will be replied within 14 days preliminarily and subsequently within 21 days. If however, you are not satisfied with our handling of your complaint you can contact the University Health Board concerns team (telephone 02920 748 913, or email This practice is answerable to the NHS (for NHS clients) and Healthcare Inspectorate Wales (for private clients).


Strict confidentiality is maintained with all clients’ record held at our practice either electronically or in paper format.  We are registered with the office of the Information Commissioner to process personal data.  As such we comply with the data protection acts.  If you feel your data has been wrongfully used please let us know.


Discrimination on grounds of race, sex, gender and religion is unacceptable.  We have put a lot of effort into ensuring our premises are as accessible as possible bearing in mind the limitations imposed on us by the age of the property.

Health & Safety

Your health and safety is assured whilst on our premise and this is constantly reviewed in line with current work place regulations.  If you notice any potentially unsafe practice or object in our establishment kindly let us know so that we can deal appropriately with it.


Patients have a right to request preference of practioner when alternative available on site. Patients can do this be telling reception staff.

Local Health Board

NHS care in this practice is commissioned by:

Cardiff & Vale University Health Board

Primary Care Contractors Team

Cardiff Royal Infirmary

Glossop Terrace


CF24 0SZ

Tel: 02921 834 511


Practice Protocols

Please click here to view the full protocol document, thank you.