Our Practice Policies and Procedures

Fail to attend Policy

New patients that fail to attend their first appointment, with out a valid reason may not be given another appointment, due to being a busy practice. All we ask is for patients to contact us 2 days before their appointment is due to re-arrange.

Patients that have been at our practice before and fail to attend more than two appointments in a year.we may not be able to continue to provide NHS services at the practice.

The practices offers reminder of appointments by text message service.

The practice asks for payment for the hygienist on the day of booking appointment which is £40.00. this is non-refundable if the appointment is missed, we are happy to rebook. Please give the practice 48 hours notice.

Our Hygienist works on a Tuesday 09:30 to 12:30 or 14:00 to 17:00.

Practice complaints

If you have a complaint or concern about the service you received from the dentist or any of our staff working in the practice, let us know, we operate a practice complaints procedure as part of the NHS system for dealing with complaints. Our complaints system adheres to the national criteria.

How to complain:

We hope that most problems can be easily and quickly, often at the time they arise and with the person concerned. If your problem cannot be sorted out in this way and you wish to make a complaint, we would like you to let us know as soon as possible- ideally, within a matter of days or few weeks.

Complaints should be put in writing to the Practice manager: Maureen Nash at 167 North Street, Romford, Essex, RM1 1DT.

Who will ensure that your concerns are dealt with promptly? It will be great help if you are specific with your complaint.

What shall we do?

We shall acknowledge your complaint within three working days. We shall then be in a position to offer you an explanation. Investigating your complaint, we shall aim to:

  • Find out what happened and went wrong.
  • Make sure you receive an apology, where this is appropriate.
  • Identify what we can do to make sure the problem doesn’t happen again.

Complaining on behalf of someone else:

Please note that we keep strictly to the rules of confidentially. If you are complaining on behalf of someone else, we have to know that you have permission to do so. A note signed by the person concerned will be needed, unless they are incapable (because of physical or mental illness) of providing this.

If patients are not satisfied with the result of or procedure then a complaint may be referred to:

We hope, if you have a problem, you will use our practice procedure. We believe this will provide the best chance of putting right whatever has gone wrong and an opportunity to improve our practice. But this does not affect your complaint with us or you are dissatisfied with the result of the investigation.

Patients and liaison service. NHS North East London and city, Free post 1Y426, Becketts House, 2-14 Ilford Hill, IG1 2BR or Parliamentary and health service Ombudsman, Milbank Tower, Milbank London SWP1 4QP, Tel: 0345 015 4033 or www.ombudsman.org.uk for complaints about NHS treatment.

The Dental complaints service, The Lansdowne building, 2 Lansdowne Road, Croydon, Greater London CR9 2ER Tele: 0845 120 540 or www.dentalcomplaints.org.uk for complaints about private treatment.

The General dental Council, 37 Wimpole street London, W1M 8DQ the dentists’ registration body.

Equality and diversity policy

Our vision is for Romford Smile Dental Practice to be a successful, caring and welcoming place for patients to receive dental care and advice. We want to create a supportive and inclusive environment where our staff can reach their full potential and care is provided in partnership with patients, without prejudice and discrimination. We are committed to a culture where respect and understanding is fostered and the diversity of people's backgrounds and circumstances will be positively valued.

This Policy will help us to achieve this vision.

Legal responsibilities

The rights of our patients and our staff with regards to discrimination are protected by anti-discrimination legislation including:

  • The Equality Act 2010
  • Part-time Workers (Prevention of Less Favourable Treatment) Regulations 2000
  • Employment Rights Act 1996

By adopting this Policy, we accept our responsibility to ensure that discrimination does not take place and that everyone is treated fairly and equally.


The aim of this Policy is to achieve equality of care experience by removing any potential discrimination in the way that people are cared for and treated by the Practice, including:

  • people with disabilities
  • people of different sexual orientations
  • transgendered and transsexual people
  • people of different races
  • people on the grounds of their sex
  • people of faith and of no faith
  • people in relation to their age
  • people in relation to their social class or medical condition
  • people who work part-time
  • people who are married or in a civil partnership
  • women who are pregnant, have recently given birth or are breastfeeding

Putting this policy into practice

We aim to develop and support equality and diversity measures by:

  • Providing patient information in a variety of languages, if required
  • Having translation services available for patients who need this
  • Providing services that are accessible to patients with disabilities
  • Ensuring that care of individuals is planned with their specific needs at the centre
  • Tackling oral health inequalities through positive promotion and care
  • Involving patient groups and individuals in the design of our service
  • Responding positively to the diverse needs and experiences of our patients and the community even when those needs are challenging to deal with
  • Ensuring that we join up with services involved with the care of patients with particular medical and social care needs.

Comments and concerns

If you believe you have been treated in any way contrary to this Policy or you have any comments on how we can ensure that it works better, please contact the practice manager Maureen Nash at the practice. We will investigate your concerns and take appropriate action.

Monitoring and review

We will monitor the effectiveness of this Policy and the impact on all other relevant policies and practice. This review will happen when necessary and as a minimum annually.

Where we are

  • 167 North Street
  • Romford
  • Essex
  • RM1 1DT

Getting in touch

Surgery hours:

  • Monday to Friday 09:00 - 18:00
  • Closed 13:00 - 14:00

We also work every other saturday from 09:00 to 13:00.

Get directions

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