We are always pleased to assist our clients whenever we can. This document gives details of our terms and conditions of service. If, however, you have any queries or need clarification, please contact us and we will be happy to help you.
Please be aware that any information provided through any part of our website (examples: forum, blog, news, main site, live chat, phone, email) is for fun & entertainment purposes only and does not constitute professional advice. No professional advice can be given without a clinical consultation with a dentist. For professional dental advice we strongly recommend that you see a dentist for consultation.
At Serena Family and Cosmetic Dentistry all treatments are provided on a private basis only.
Once your treatment plan has been agreed with the Dentist, we will provide printed details of your plan. If this plan changes due to radiographic or clinical findings, we will inform you and discuss this with you. Treatment plans are valid for net 90 days from the date the treatment was prescribed. If there are any points on your treatment plan that you wish to query, please do not hesitate to ask us.
Certain treatments require completion of a written consent form. This is in order to explain the treatment, aftercare and any risk to you thoroughly, before any of these treatments are carried out.
Serena Family and Cosmetic Dentistry does not operate a credit account system and we require fees to be settled at the appointment where treatment is provided.
When treatment incurs a laboratory fee, at least 50% of the total fee is due at the appointment where impressions are taken. Fees for certain treatments like Dental Implants and six month smiles® are taken in staged payments at each visit.
In cases where treatment is paid for on finance through a Finance company, please be aware that the finance agreement must be accepted and signed prior to the start of that treatment. Please note that finance is only available on treatments over $400, not including Emergency Dental Treatment, and that a minimum deposit may also be required.
If you have financed any of the costs of your treatment through the finance company, and wish to cancel your treatment after signing the agreement forms, please be aware that a cancellation fee of up to 15% of the total finance amount will be charged.
Fees for treatment where intravenous sedation is included, must be settled prior to the appointment to avoid financial transactions, or signatures being required, whilst a client is still under the influence of the sedative.
Serena Family and Cosmetic Dentistry reserves the right to charge time based deposits for booking future appointments. Deposits are deductible off the cost of treatment.
Serena Family and Cosmetic Dentistry reserves the right to make a charge for any debt passed to a debt collection agency.
All the fees applied for any form of Dental treatment at the clinic are based on; the materials used, laboratory costs incurred (if applicable), and the clinical time spent. The fees are however, demonstrated as treatments prescribed on the treatment plan for your information.
Late cancellation or missed appointments:
Serena Family and Cosmetic Dentistry reserves the right to charge up to $50 per hour, in the event of a missed appointment or an appointment canceled with less than 24 hours notice. For appointments longer than 1 hour, we require at least 72 hours.
Late for appointments:
We understand that some patients travel long distances to get to the clinic, and in some cases being late for appointments can be unavoidable. If you are more than 15 minutes, please be aware that you may be asked to reschedule your appointment.
At Serena Family and Cosmetic Dentistry our Lumineers, Ceramic Veneers, Ceramic crowns and Implant crowns are guaranteed for a period of 5 years following placement, provided that the following conditions are met:
The patient has fully paid for the treatment and does not owe the practice any money for the treatment received.
The Veneers, Lumineers, Crowns & Implant crowns have not been damaged as a result of an accident, trauma or excessive grinding.
The patient has followed all post treatment maintenance recommendations made by our dentists.
The patient has attended and routine examination every 6 months.
Some treatments may have a guarantee of less than 1 year, and in this case you will be informed by your Dentist either verbally or in writing, or both.
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.
Use of Images and X-rays:
Serena Family and Cosmetic Dentistry may use images and x-rays of your smile and teeth only, for marketing and educational purposes on the Serena Family and Cosmetic Dentistry website, and on promotional and educational literature. Your name will never be published, and identity will never be disclosed. However, if you DO NOT wish for us to use your images and x-rays in this way, please let us know.
Use of patient contact details:
At Serena Family and Cosmetic Dentistry the health of our patients is our highest priority, and we also like to keep our patients informed of various important changes at the clinic and of our latest special offers. We like to remind our patients of their appointments, when they are due for appointments, and other various important reminders. On this note, you may be periodically contacted by the clinic via phone, text, email or by letter in the post. If you DO NOT wish to be contacted by the clinic by any or all of these means, please let us know.
At Serena Family and Cosmetic Dentistry 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 authorized person on the patient’s behalf. Complaints should be made to the ‘Serena Family and Cosmetic Dentistry management, and should be clear, so that they can be dealt with efficiently.
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). For our full complaints procedure and policy, please ask a member of our reception team. 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. Please note that in these cases, Serena Family and Cosmetic Dentistry accepts no liability on behalf of the treating Dentist and acts as a liaison between the patient and the treating Dentist, only.
If you are unsatisfied with our internal handling of your complaint, you are free to forward your complaint to the Dental Complaints Service (www.dentalcomplaints.org.uk). If still unsatisfied, you may wish to forward your complaint to the General Dental Council.
No tolerance/Abuse policy
At Serena Family and Cosmetic Dentistry we operate a zero tolerance policy to abuse to our Dentists and staff, loud/disorderly/drunken behavior, persistent missing and late cancellation of appointments (after multiple warnings). In these situations, Serena Family and Cosmetic Dentistry 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 radio-graphs, digital photographs etc. remain the property of Serena Family and Cosmetic Dentistry. Copies of notes, radiographs and photographs can be made available on request, and Dream Smile Dental Clinic reserves the right to charge an administration fee for these.