Introduction
At Southport Road Dental Practice, we are committed to redefining how dentistry is experienced. Our mission is to deliver high-quality clinical care in a way that is respectful, pain-free, and centred on the needs of our patients. We continually invest in medical innovation, technology, and service standards to ensure our patients and teamare proudtobe part of something exceptional. The following terms and conditions set out the expectations and responsibilities that underpin your care with us.
1. Application and Agreement Scope
These terms apply to all services detailed in our estimates, consent documents, informationmaterials, and treatment plans. By attending an appointment at our practice, you accept these terms. You acknowledge these terms override any prior assumptions or representations not madein writing by Southport Road Dental Practice.
2. Our Services
We will use reasonable skill and care to deliver the treatment specified in your plan. We may amend treatment in accordance with clinical need, safety regulations, or applicablelaw. We will suggest or offer specialist referral as needed
Timelines are indicative and subject to biological variation, courier delays, manufacturingor equipment issues, or unforeseen events including illness or emergencies. We provide services solely for your benefit and will not share or discuss your case withanythird party without your explicit consent.
3. Your Responsibilities
You agree to:
- Attend all appointments as scheduled.
- Provide at least 2 full business days’ notice for cancellations or changesor charges like failure to attend/ short notice cancellation charges or loss of deposit will apply.
- Maintain good oral hygiene as advised by our team.
- Provide accurate and complete medical and dental history and other relevant details.
We are not liable for treatment delays or compromised results due to failure to followtheseresponsibilities.
4. Consent
Consent is an ongoing process. Your clinician will determine whether written, verbal, or implied consent is required for eachprocedure.
If you prefer written confirmation in all cases, please inform us in advance. You are encouraged to ask questions and raise concerns before consenting to any treatment.
5. Treatment Timeframes
Dental treatment is not always predictable. Treatment plans and timelines may changebased on biological healing, tooth movement, or unforeseen issues. By agreeing to treatment, you acknowledge:
- Timings are estimates and may require adjustment.
- Standards of care will not be compromised to meet time targets.
- You are not entitled to compensation for travel, time off work, or inconveniencerelated to extended treatment.
- Clinicians only work on set days so if treatment is required on another day or your clinician is fully booked then you may have to see another Clinician.
6. Clinician Status
All clinicians at our practice are self-employed contractors. You may be treated by more than one clinician based on availability, specialisation, or clinical judgment.
If a referral is necessary, relevant information will be shared with the external clinicianor practice with your permission.
Initial complaints are managed by the treating clinician’s professional indemnity provider, with escalation to the practice as appropriate.
7. Treatment Guarantees
Dental Implants
- Non-smokers with no history of gum disease: 5-year mechanical guarantee(subject to maintenance).
- History of gum disease: 3-year mechanical guarantee.
- Smokers or recent ex-smokers (within 5 years): 3-year guarantee.
- Biological complications (e.g. peri-implantitis): 12 months, with optional extended cover via private warranty (e.g. Dental Insurance Partnership Ltd–subject to their terms).
Conditions apply:
- Maintenance visits at least every 6 months
- Annual x-rays
- Attendance at hygiene appointments
- Appropriate interdental cleaning done daily around implant
- No guarantee if these terms are not met
Other Treatments
- Crowns, veneers, inlays/onlays (porcelain): 5 years
- Composite fillings: 3 years – unless specified at time of placement it will onlybea temporary measure or in an area of the tooth that is more likely to fail e.g. bitingsurface of incisors
- Root canal therapy: Free extraction if treatment fails within 5 years (non- specialist cases)
- Dentures: 3 years against breakage (normal use). Relines offered at reducedfees if needed due to gum shape changes.
8. Pain-Free or Your Money Back
If you experience pain during your treatment and inform your clinician at the time, aprorata refund may be arranged for that specific appointment. This does not apply to:
- Expected discomfort
- Post-treatment soreness
- Emergency procedures under difficult conditions (e.g. swelling, abscess)
- If you did not raise the concern at the time
The refund value will be based on chair time used and will not apply retrospectively after youleave the practice.
9. Treatment Costs & Estimates
- Estimates are itemised and valid for 30 days.
- Prices are fixed if your appointments proceed as planned.
- Changes to treatment may result in updated costs, which will be explainedbeforecontinuing.
- If you choose NHS referral then you will need to have attended the practicewithin 3 months and have relevant x-rays and your clinician needs to be availableto provide this referral
10. Payments
Accepted payment methods:
- Card (preferred), cash, direct debit, or approved third-party finance
- Cheques are not accepted
For lab work or custom components, full payment is required before ordering. Non-payment may result in suspension or cancellation of further treatment.
11. Appointment Deposits
All pay-as-you-go patients must leave a deposit to secure bookings. Deposits are fully refundable if cancelled within the required notice period of 48 workinghours. This policy helps reduce failed appointments and maintain fair pricing for all patients.
12. Membership Plans
- Memberships are a 12-month minimum contract.
- Cancellations require 3 months’ notice in writing.
- If you received discounted treatment in the 12 months before cancelling, thediscount will be reclaimed at full cost.
13. Cancellation and Amendments
We may revise or withdraw quotes at any time before treatment begins.
If your plan changes due to clinical circumstances, we will inform you before proceeding.
If you request changes, please inform us as soon as possible (preferably in writing).
14. Termination of Care
We may end treatment immediately if you:
- Breach these terms or fail to pay
- Behave in a threatening or abusive way
- Damage the trust or professional relationship
- Post false, misleading, or defamatory reviews or content about the practice
15. Intellectual Property
All patient resources, forms, and documents created by us remain the intellectual propertyof Southport Road Dental Practice and may not be copied or reused without written permission.
16. Liability
Our liability is limited to the amount you have paid us for services. We are not liable for:
- Loss of income, travel expenses, or inconvenience
- Delays caused by external events or biological variation
- Any personal losses resulting from non-compliance with your responsibilities
This does not affect your statutory rights or our responsibility for negligence or fraud.
17. Communications
We may contact you via email, text, or post using the contact information you provide. Some calls and consultations may be recorded for training or quality assurance purposes. The clinicians can use AI assistance with their notes in the form of summarising or transcription if they wish to.
18. Complaints and Feedback
We welcome feedback and want to resolve concerns quickly. Informal concerns can be raised with any team member. For formal complaints, we follow a structured process in line with GDC, GDPR, and our indemnity requirements. A copy of our complaints policy is available upon request.
19. Severability
If any part of these terms is found to be invalid or unenforceable, the remaining sectionsremain fully valid and enforceable.
20. Governing Law
These terms are governed by the laws of England and Wales. Disputes will be subject to the exclusive jurisdiction of the courts of England and Wales.
21. Emergency & Urgent Care Appointments
What We Mean by “Urgent Care”
An urgent appointment is for patients experiencing symptoms such as:
- Pain
- Swelling
- Bleeding
- Sudden discomfort that feels unmanageable
If the issue can comfortably wait longer than three days, the next routine appointment will beoffered.
Availability & Booking
- A limited number of urgent appointments are available each day.
- Same-day slots are released at approximately 11am and are allocated on a first-come, first-served basis.
- You may be seen by any available clinician (dentist or dental therapist).
- Appointment times are fixed emergency slots and may not offer full flexibility of choice.
To ensure fairness to all patients, priority emergency access (24–48 hours) applies topatients who have attended regular care within the last 18 months.
Fees & Pre-Payment
Emergency appointments require pre-payment at the time of booking. The team will advise the consultation fee when you call. As we cannot determine theexact treatment required without an examination and full medical history, we are unable toprovideexact treatment costs in advance. However, we can give guidance on typical fees for common urgent treatments. Because urgent appointments are reserved clinical time, fees are non-refundable unless extenuating circumstances apply.
What the Emergency Appointment Covers
- Clinical assessment
- Standard 2D x-rays
- Temporary dressing or filling (single tooth)
- Routine single extraction
- Antibiotic prescription (if clinically necessary)
The aim of this appointment is stabilisation and relief.
It does not include:
- Root canal treatment
- Crowns
- Complex surgical extractions
- Final white composite restorations
- Sedation
Extraction Fees
Routine single extraction fees are fixed. The fee reflects:
- Clinical time reserved
- Local anaesthetic
- Equipment and materials
- Decontamination procedures
- Nursing support
It is not determined by how quickly a tooth is removed, but by the professional resourcesrequired to deliver safe care.
Sedation
For patient safety and legal compliance, sedation cannot be provided during emergencyappointments. If sedation is required, a separate assessment and appointment must bearranged.
Out-of-Hours Care
Out-of-hours emergency care is available in extreme situations and carries an additional call-out fee. Emergency messages received after 9pm will be responded to from 9amthe followingmorning (including weekends and bank holidays). We kindly ask that out-of-hours services are reserved for genuine dental emergencies.
Practical Guidance for Your Visit
- Please allow over one hour for your visit, as treatment timing can occasionally vary.
- Ensure sufficient parking time.
- Bring a list of your current medications.
- We recommend eating beforehand in case treatment is required.
To maintain a calm and focused clinical environment, emergency treatment cannot beprovided if young children need to accompany you into surgery. Please arrange childcarewhere possible.
Aftercare & Further Treatment
While every effort is made to resolve the immediate concern, some conditions may requirefurther treatment. Occasionally symptoms may persist, and additional appointments or prescriptions may be necessary. We will always explain findings clearly and outline next steps so you can make informeddecisions.
22. Emergency Appointments for Non-Regular Patients
As a private independent practice, we are pleased to support both registered and nonregular patients where capacity allows. Please note:
- Same-day availability cannot be guaranteed, particularly if calling after 11am.
- Emergency appointments are limited and prioritised based on availability.
- Pre-payment is required at booking.
- Fees are non-refundable unless extenuating circumstances apply.
If you prefer NHS urgent care, we recommend contacting NHS 111 before booking withus, as we operate as a private practice. Our goal is always to provide clear expectations and fair access for all patients.
23. Zero Tolerance Policy
Southport Road Dental is committed to providing a safe, respectful, and supportive environment for both patients and team members.
We operate a zero-tolerance policy toward:
- Verbal abuse or threatening behaviour
- Physical violence or intimidation
- Sexual harassment or inappropriate contact
- Discrimination based on race, gender, religion, disability, sexual orientation, or anyprotected characteristic
Any behaviour that compromises safety or dignity may result in withdrawal of treatment and removal from the practice.
Contact Us
Southport Road Dental Practice
7–9 Southport Road, Chorley, PR7 1LB
01257 267707
info@painfreedentistchorley.co.uk
www.painfreedentistchorley.co.uk