Practice Policies

Health and safety

Our team regularly attends training courses to ensure your Health and Safety in all instances. We take all necessary precautions to safeguard both patients and staff against

all infections.

Contamination control is also essential to the safety of our patients. Every practice member receives training in practice systems for contamination control.

We follow recommended guidelines with regard to the sterilisation of instruments and the use of disposable items.

We provide the highest standards of infection control are constantly updating in all areas of continued development including Basic Life Support training.


Passionate about patient care

The group aims to provide dental care of a consistent quality, for all patients. We have management systems to help us and which define each practice member’s responsibilities when looking after you.

In proposing treatment we will take account of your own wishes. We will explain options, where appropriate, and costs, so that you can make an informed choice. We will always explain what we are doing.

We will do all we can to look after your general health. We will ask you about your general health, and about any medicines being taken. This helps us to treat you safely. We keep all information about you confidential.

We screen all patients for mouth cancer at routine checkups. We ask patients about tobacco and alcohol use because they increase your oral cancer risk.

Practice working methods are reviewed regularly at meetings of all staff. We encourage all staff to make suggestions for improving the care we give patients.

We regularly ask patients for their views on our services. We have systems for dealing promptly with patient complaints and for ensuring that lessons are learnt from any mistakes that we make.

All dentists in the practice take part in continuing professional education, meeting the General Dental Council’s requirements.

All staff joining the practice are given training in practice-wide procedures. Once a year, there is an individual review of training needs for everyone in the practice.

All members of the practice know of the need to ensure that dentists are working safely. In the unlikely event that a dentist in this practice becomes unfit to practice, we have systems to ensure that concerns are investigated and, if necessary, acted upon.

Code of Good Practice

In our practice we will:

  • Justify the trust our patients have in us
  • Listen & learn from to patients’ views
  • Communicate with patients in a courteous, friendly, professional manner
  • Provide patients with the standard of care that we would expect to receive ourselves
  • Ensure patients receive all information about services, their treatment & its cost
  • Provide advice and treatment outside normal surgery hours where necessary
  • Stand by the promises we make
  • Refer patients for further professional advice and treatment where appropriate
  • Are committed to ensuring that we keep our professional skills and knowledge up-to-date

In our practices we will:

  • At all times respect our patients’ confidentiality. Alpha Dental Group is committed fully to compliance with the requirements of the Data Protection
  • Act 1998
  • Ensure that patients should have to wait no longer than 30 minutes to be seen
  • Manage our appointments system so that treatment appointments are booked no more than 6 weeks ahead
  • Deal with every telephone call promptly
  • Deal with correspondence within five days of receipt
  • Provide patients with a treatment plan and estimate of costs for each new course of treatment. No treatment will be undertaken without the patient’s full and specific consent
  • Make patients aware of our policy for collecting fees. Requests for payment will always be made courteously
  • Ensure the practice policy for dealing with complaints known to patients; all complaints will be treated sympathetically and according to the agreed procedures. Alpha Dental Group is committed to providing a high quality, patient-focused service.
  • Provide any emergency treatment required during practice hours as soon as is reasonably practicable.

In return, we would like you to:

  • Participate in your dental treatment, particularly any advice about prevention and diet that we have asked you to continue at home
  • Arrive on time for your appointment. Please give the practice at least 24 hours notice if you are unable to keep your appointment. If you miss an appointment on more than one occasion without letting us know, we may need to review future provision of treatment for you at the practice
  • Treat our staff courteously; they will do their best to help meet your needs
  • The group operates a zero tolerance approach to violent or aggressive incidents involving threatening, insulting or abusive words or to behaviour that could lead to violence, or cause harassment, alarm or distress. All patients who exhibit such behaviour will be reviewed and, if necessary, removed from our lists

Complaints Procedure

Alpha Dental Studio operates a practice based complaints system that suits the practice and meets the nationally agreed criteria for practice complaints systems.

Handling complaints well can lead to greater satisfaction and improved services for patients.  At the same time the practice is aware that dealing with complaints can at times be stressful and difficult.  The practice believes that a good system for dealing with complaints, supported by staff and dentists is very important.  Every member of the practice team needs to understand the procedure.  Comments and suggestions are also valuable. Patients often have good ideas about improving facilities and complaints within the practice, rather than allow a grumble to turn into something that has to be investigated by the Health Authority.


The objectives of the practice system are to:

Enable patients to express comments, suggestions and complaints to the practice when they feel dissatisfied with the service provided:

Provide patients with an explanation of what has happened: to make, where appropriate, an apology: and to give an assurance that the practice has taken steps to prevent the problem recurring, where this is possible.

Making a complaint

Complaints will be accepted from:
A Patient
A person acting on behalf of a patient with the patient’s consent
A person acting on behalf of a patient where consent is not required.

Complaints may be made:
Verbally in person
Verbally over the telephone
By e-mail
By letter

Complaints should be made within 12 months of the event that gave rise to the complaint, or within 12 months of the complainant becoming aware of it. Where a person could not reasonably have complained within this timescale, the practice may still consider the complaint.

While one of the practising partners will be responsible for administering the complaints system, any member if the team may find that he/she is the first point of contact for someone who wishes to complain.  If the complaint cannont be dealt with in house, it will be dealt with by the Complaints Manager, Karen Haresnape, and one of the practicing partners.

Karen Haresnape or one of the practicing partners will acknowledge a complaint within three working days of receipt.

If further investigation of the complaint is needed, a further response will be made within 10 working days.

If the complainant is not happy with the response, the practicing partner will advise them how to take their complaint to the next stage.


Karen Haresnape
Complaints Manager
5 East End
E |
T | 01642 714552


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