Lake Road Dental Practice

When an appointment is reserved with our clinicians it is important to understand that the time has been set aside, we do not "overbook" to allow for cancellations. If patients fail to attend or cancel at short notice, valuable surgery time is lost and costs are incurred by the practice. Patients who are unable to make their appointment because of illness should, where possible, contact the practice as soon as they are aware that they cannot attend. If you are unsure whether you can make it to an appointment, please contact us early to discuss the matter rather than leaving it to the last minute. We ask that at least 24 hours notice is given to cancel an appointment. Failing to notify us before the appointment time will result in a failure to attend charge being made. We understand that unavoidable situations can occur and discretion will be used. PRIVATE APPOINTMENTS If a private patient fails to attend their dental appointment this will incur a charge. If a deposit has been taken, the deposit will be lost. If no deposit has been paid a missed appointment charge will be placed on their account which will need to be paid before any further appointments are booked. The failed fees are charged at approximately £1 per minute of the missed appointment. If an appointment is cancelled with less than 24 hours notice this will be classed as a late cancellation and may incur a late cancellation charge of between £30.00 -£90.00 depending on the appointment length. The balance must be paid prior to any future bookings. NHS APPOINTMENTS Although missed NHS appointments cannot be charged for, we have a strict policy regarding non-attendance. The demand for NHS appointments is very high and failing to attend appointments not only wastes clinical time and costs the surgery, it prevents others from accessing NHS care. Patients who fail to attend more than one NHS dental appointment are unlikely to be offered any further appointments in line with NHS regulations (missed appointments do not have to be consecutive). Your dentist can terminate your treatment if you miss your appointment without letting the dental surgery know. You may then need to pay again for a new course of treatment. NHS England has the right to ask you to find another dental surgery if you continue to miss appointments. If you miss an NHS appointment and do not attend again within 24 months, we may not be able to see you again. We may be able to place your name on our NHS waiting list to contact you when a place becomes available. RESCHEDULING OF APPOINTMENTS BY THE PRACTICE We endeavour to keep all appointments and avoid postponements; however, unforeseen events may occasionally require us to reschedule. In such cases, we will aim to give you as much notice as possible.

We aim to send a curtesy reminder two days before your appointment via text and one week before via email. Please note that, although we normally send email and/or text message reminders prior to appointments, the successful delivery of these relies on our text provider, your mobile network provider and your phone and cannot be guaranteed. Therefore, you should not rely on our emails or text messages as the sole reminder of your appointment. We will not be responsible for any appointments missed because of non- delivery of these text message reminders, regardless of the reasons for its failure.

Patients will be informed of all fees, payment methods, and terms at the time of booking their appointments. Patients will also be asked to sign a treatment plan and estimate during their examination. A partial deposit is required to secure any treatment booking. The full balance of treatment must be paid by the final appointment. The full cost of any laboratory work is to be paid prior to the final appointment. Any outstanding fees must be settled before any future appointments can be booked.

A refund request must be submitted in writing. After approval, a cheque will be sent to your address via recorded delivery.

Complaints Policy (Private Treatment) In this practice we take complaints very seriously and try to ensure that all our patients are pleased with their experience of our service. When patients complain, they are dealt with courteously and promptly so that the matter is resolved as quickly as possible. This procedure is based on these objectives. Our aim is to react to complaints in the way in which we would want our complaint about a service to be handled. We learn from every mistake that we make and we respond to customers’ concerns in a caring and sensitive way. 1.The person responsible for dealing with any complaint about the service that we provide is Mrs Jessica Smith our Complaints Manager. 2.If a patient complains on the telephone or at the reception desk, we will listen to their complaint and offer to refer him or her to the Complaints Manager immediately. If the Complaints Manager is not available at the time, then the patient will be told when they will be able to talk to the dentist and arrangements will be made for this to happen. The member of staff will take brief details of the complaint and pass them on. If we cannot arrange this within a reasonable period or if the patient does not wish to wait to discuss the matter, arrangements will be made for someone else to deal with it. 3.If the patient complains in writing the letter will be passed on immediately to the Complaints Manager. 4.If a complaint is about any aspect of clinical care or associated charges it will normally be referred to the dentist, unless the patient does not want this to happen. 5.We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice as soon as possible, normally within 3 working days. 6.We will seek to investigate the complaint within 10 working days of receipt to give an explanation of the circumstances which led to the complaint. If the patient does not wish to meet us, then we will attempt to talk to them on the telephone. If we are unable to investigate the complaint within 10working days we will notify the patient, giving reasons for the delay and a likely period within which the investigation will be completed. 7.We will confirm the decision about the complaint in writing immediately after completing our investigation. 8.Proper and comprehensive records are kept of any complaint received. 9.If patients are not satisfied with the result of our procedure then a complaint may be made to: •The Dental Complaints Service, The Lansdowne Building, 2 Lansdowne Road, Croydon, Greater London CR9 2ER (Telephone: 08456 120 540) for complaints about private treatment •The General Dental Council, 37 Wimpole Street, London, W1M 8DQ (Telephone: 0845 222 4141), the dentists’ regulatory body for complaints about professional misconduct

Lake Road Dental Practice follows NHS guidance on maintaining a Zero Tolerance approach to violence, abuse, and unacceptable behaviour. All patients and staff are expected to treat one another with respect and courtesy at all times. Any incident in which a member of staff is abused, threatened, or assaulted—whether verbally, physically, or through any form of communication—is unacceptable and will not be tolerated. Such behaviour includes (but is not limited to) verbal abuse or offensive language, physical assault, harassment or intimidation, threatening or aggressive behaviour Patients responsible for such actions may be removed from the practice list, and serious incidents may be reported to the police for potential prosecution. Our goal is to ensure a safe, respectful, and caring environment for all patients and staff.

At Lake Road Dental Practice, we are fully committed to providing the highest standard of care to all our patients. We ensure that everyone who uses our services is treated with dignity, respect, and fairness, regardless of ethnicity, race, gender, marital or civil partnership status, sexual orientation, age, disability, religion, belief, or chronic illness. Our team at Lake Road Dental Practice is equally dedicated to upholding these principles across all aspects of our work. Our Equality and Diversity Policy has been developed to promote inclusivity and equal opportunities for both patients and staff. We regularly review and monitor this policy to ensure it continues to reflect and support the needs of our diverse patient community. We are also committed to ensuring that all employees of Lake Road Dental Practice experience the same high standards of equality, respect, and opportunity in their working environment.

Patients and team members have the right to access the original records held about them free of charge. To receive a copy of all records held by the practice, a patient or team member must submit a written request to the Practice Manager. The Practice Manager will provide a copy within 28 days of receiving the request. If a patient or team member believes that any information held about them is inaccurate, they may challenge it. Following an investigation, if the information is found to be incorrect, the practice will amend the record accordingly and confirm the change in writing.

The practice is committed to full compliance with the Data Protection Act 1998, ensuring that all personal data is collected, stored, and accessed in a fair, transparent, and secure manner. Patient records will only be accessed by authorised members of the healthcare team. To provide appropriate care, personal information may be disclosed to a doctor, other healthcare professionals, hospitals, NHS authorities, the Inland Revenue, the Benefits Agency (for purposes such as claiming exemptions or remissions from NHS charges), or private dental schemes to which the patient belongs. In all cases, only information relevant to the specific situation will be shared. In limited circumstances, such as for identification purposes or where required by law, information may need to be shared with parties not directly involved in the patient’s care. Except in these circumstances, personal information will not be disclosed to any third party without the patient’s explicit written consent. For a full copy of our Data Protection Policy, please contact the Practice Manager.

Dental cold sore policies require patients with an active cold sore to postpone non-emergency appointments to prevent spreading the highly contagious herpes simplex virus. For emergency treatment, the dentist may proceed with precautions. Please contact to inform the practice as soon as possible and your appointment will be rescheduled until after the cold sore has healed. This policy is in place to protect both you and the dental team from infection. The sore can also crack or bleed during treatment, which could prolong the healing process for you or spread to other areas.

Terms and conditions Last updated: 28 October 2025 Welcome to lakeroaddental.co.uk. These terms and conditions outline the rules and regulations for using this website. By accessing or using the site, you accept these terms in full. If you do not agree, please do not continue to use the website. 1. About us This website is operated by Lake Road Dental Practice (“we”, “our”, “us”). Our aim is to provide information about our dental practice and services. For enquiries, please contact us at reception@lakeroadpractice.co.uk​ 2. Use of This Website You agree to use this website only for lawful purposes and in a manner that does not infringe upon the rights of others or restrict or inhibit their use and enjoyment of the site. You must not use this website to transmit or post any harmful, obscene, defamatory, or unlawful material. Unauthorised use of this website may result in a claim for damages and/or constitute a criminal offence. 3. Appointments and Services Appointment Requests: Any appointment requests made through this website are subject to confirmation by our practice. Right to Reschedule or Decline: We reserve the right to decline or reschedule appointments where necessary. Prices and Availability: Prices and treatment availability may change without notice. 4. Links to Other Websites Our website may include links to third-party websites for your convenience. We are not responsible for the content, accuracy, or practices of those sites. The inclusion of any link does not imply our endorsement of the linked website. 5. Medical Information Disclaimer The information provided on this website is for general informational purposes only and should not be considered professional dental or medical advice. It is not a substitute for consultation with a qualified dentist or healthcare provider. Always seek the guidance of your dentist or another qualified health professional regarding any questions or concerns you may have about your oral health. 6. Limitation of Liability We make every effort to ensure the information on our website is accurate and up to date, but we do not guarantee its completeness or reliability. To the fullest extent permitted by law, we will not be liable for any loss or damage arising from the use of, or reliance on, information on this site. 7. Website Availability We do not guarantee uninterrupted access to the website and may suspend, withdraw, or restrict access for maintenance or updates at any time without notice. 8. Privacy and Data Protection We handle all personal information in accordance with the UK GDPR and the Data Protection Act 2018. Please refer to our [Privacy Policy] for full details on how we process and protect your data. 9. Governing Law These terms and conditions are governed by and interpreted in accordance with the laws of England and Wales. Any disputes arising in connection with these terms will be subject to the exclusive jurisdiction of the English courts. 10. Changes to These Terms We may revise these terms and conditions from time to time. The updated version will be posted on this page with a new revision date. 11. Intellectual Property All content on this website, including text, images, logos, and design, is owned by or licensed to Lake Road Dental Practice. It may not be reproduced or used without prior written permission. 12. Accessibility We aim to make our website accessible to everyone. If you experience any difficulty using the site, please contact us at reception@lakeroadpractice.co.uk. Contact Us If you have any questions about these terms, please contact us at reception@lakeroadpractice.co.uk

Privacy Policy Last updated: 28 October 2025 Lake Road Dental Practice (“we”, “our”, “us”) is committed to protecting your privacy. This policy explains how we collect, use, store, and protect your personal information when you use https://www.lakeroaddental.co.uk or contact us directly. ​ Who We Are Data Controller: Lake Road Dental Practice Website: lakeroadpractice.co.uk Email: reception@lakeroadpractice.co.uk Phone: 023 9282 6117 Address: Lake Road Dental Practice, Lake Road Health Centre, Nutfield Place, PO1 4JT ​ Information We Collect We keep accurate personal data to ensure you receive safe and appropriate dental care. We also process personal data as required for NHS care arrangements and to support proper management and administration of NHS services. We may collect and process the following types of information: Contact details – such as your name, email address, phone number, and any information you include in an enquiry or appointment request. Patient information – including appointment history, relevant clinical details provided for treatment, radiographs and clinical photographs Administrative data – preferences, consent records, and communications with us. Technical data – IP address, device type, browser type, pages visited, and referral sources (via cookies and analytics). Marketing preferences – your choices regarding appointment reminders or practice updates. How We Use Your Information We use your personal information to: Respond to enquiries and manage appointments. Provide dental care and maintain accurate patient records. Send confirmations, reminders, and important service notifications. Improve our website and services through analytics. Comply with legal and regulatory requirements. Our Legal Bases for Processing We process your personal data under the following legal bases: Consent – when you opt in to marketing or provide optional information. Contract – to take steps at your request prior to treatment or to provide dental services. Legal obligation – to comply with record-keeping and reporting requirements. Legitimate interests – to maintain a secure, effective website and enhance patient experience. Vital interests – in emergencies where sharing information may protect life. Special Category Data When we process health information as part of your dental care, we do so under Article 9(2)(h) of the UK GDPR and Schedule 1 of the Data Protection Act 2018, relating to the provision of healthcare. Cookies and Analytics We use essential cookies for site functionality and analytics cookies to understand how visitors use our website. You can adjust your browser settings to block non-essential cookies. For more details, please see our [Cookie Policy]. How We Share Your Information Your information may be shared with: Healthcare professionals involved in your care. Service providers who support our IT, hosting, appointment, or communication systems under contract. Insurers, regulators, and law enforcement when required by law or in connection with legal claims. We never sell your personal data. ​ International Transfers If any supplier stores data outside the UK, we ensure appropriate safeguards are in place, such as UK adequacy decisions or standard contractual clauses. ​ Data Retention Hard copy and electronic records are securely stored, reviewed, and updated. They are disposed of when no longer needed. Confidential information is accessible only to authorised staff trained in maintaining patient privacy. Other documents may have different retention periods. Patient records – retained in line with NHS, GDC, and clinical best practice guidelines. Enquiries – kept only as long as needed to respond and for a short period afterwards for audit or quality purposes. Marketing data – retained until you opt out or withdraw consent. Data Security We use appropriate technical and organisational measures to protect your information, including access controls, encryption where necessary, and staff training. Personal information is only accessible to authorised personnel. It will not be removed from the practice without the patients explicit consent. All electronic access is secured with passwords that are routinely updated. Data is encrypted, and computer terminals are locked when unattended. ​ Your Rights Under UK data protection law, you have the right to: Access the personal data we hold about you. Request correction of inaccurate or incomplete data. Request deletion of your data where it is no longer required or consent is withdrawn. Restrict or object to certain types of processing. Request data portability for information you have provided to us. To exercise your rights, please contact us using the details above. We may need to verify your identity before responding. ​ Links to Other Websites Our website may include links to external sites. We are not responsible for the privacy practices or content of those websites, which have their own privacy policies. ​ Complaints If you have concerns about how we handle your personal data, please contact us first so we can assist. You also have the right to contact the Information Commissioner’s Office (ICO): https://ico.org.uk or call 0303 123 1113. ​ Changes to This Policy We may update this policy occasionally. Any changes will be posted on this page with an updated revision date.