Your Smile - Our Passion
Practice Policy

We fully comply with Care Quality Commission (CQC) regulations and have put in place numerous policies and protocols in order to ensure your safety. Audits are routinely performed looking at a number of different areas including patient satisfaction surveys and improvements are put in place where needed. This practice is registered with the Care Quality Commission (CQC) for the following regulated activities:


Treatment of disease, disorder or injury 

To provide a high quality and range of dental services to the whole community including consultations, X-rays, routine restorative work, endodontics, treatment of periodontal disease, prostheses, oral surgery including implants and cosmetic dentistry

To offer patients a friendly and professional service 

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.

and to keep patients well informed of costs and to discuss treatment progress at each stage, obtaining relevant consent.

 To offer a preventative service

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. 

All dentists, nurses and hygienists in the practice take part in continuing professional education, meeting the General Dental Council’s requirements. We aim to keep up-to-date with current thinking on all aspects of general dentistry, including preventive care which reduces your need for treatment.

To establish an individually-developed personal dental health regime for each patient to meet the dental care needs and aim for a high level of oral health. 

At Cheshunt Dental Centre we do not discriminate on the basis of age, sex, gender, religion, disability, medical or dental status when making appointments to see patients.



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

Keep us informed


If you change address or phone number, please let us know as soon as possible, this helps to keep our records up to date.

Please make sure we have correct mobile number as we also send out text messages.

Cancellation Policy

Please provide us with 24 hours notice if you have to cancel or change your appointment. This enables us to make alternative arrangements, perhaps to see someone in pain.

Emergency Service

If you are in pain during surgery hours, please call 01992 643259 or 01992 629195 and every effort will be made to see you as soon as possible.

If you have a genuine emergency outside of surgery hours, please call  NHS 111

Disability Policy

Due to the listed building status of our practice we are limited in offering appointments to certain patients with disabilities. Please advise the practice manager if you are confined to a wheelchair – we will recommend a nearby dental surgery of similar stature that will be better able to serve your needs. Please inform our staff if you need any assistance getting into the practice – the doorway is reached via a staircase. 

Guide Dogs


It would be most helpful if those patients with guide dogs could bring a friend along to sit in the waiting room with the dog whilst our dental nurse escorts the patient into and back from the surgery.

Patient Confidentiality


Patient Confidentiality at our practice is taken very seriously and all information about our patients is treated with the strictest confidence in accordance with our practice policy. This is in compliance with the Data Protection Act, and we will not disclose patient information without written permission from the patient. The need for the strict confidentiality of personal information about patients is taken very seriously. All staff must follow the General Dental Council’s guidance Standards for Dental Professionals. Information may need to be disclosed to third party if you as a patient require referral to another practitioner to ensure the provision of care, this would only be done with your consent. There are circumstances in which a dentist may decide to disclose information to a third party or may be required to disclose by law. Responsibility for disclosure rests with the patient’s dentist and under no circumstances can any other member of staff make a decision to disclose.

Comments about our Service


We take complaints very seriously because we want all our patients to be satisfied with our service. If a patient makes a complaint, it is important to us that this is dealt with courteously and promptly so that the matter is resolved as quickly as possible. Our aim is to react to complaints in the way in which we would want our own complaint about a service to be handled. We learn from any mistake that we make and we respond to patients’ concerns in a caring and sensitive way. We have a practice complaints procedure in accordance with the General Dental Council and CQC and welcome any feedback. This policy sets out the procedures we will follow to ensure that we achieve these objectives. Please see our Complaints Procedure below.

Verbal Complaints


 If a patient makes a verbal complaint, the member of staff they are speaking to will listen to the patient and, if they are able, immediately attempt to remedy the problem. If this is not possible, or if the patient is asking for something that the staff member is not authorised to provide (for example, a refund of treatment fees), the staff member will contact the Practice Manager immediately so that she can deal with the matter. • If the Practice Manager is not available, the patient will be told when she will be in and /or that arrangements will be made for her to contact them (and when this will happen). The member of staff will take brief details of the complaint and pass them on to the Practice Manager. • If the patient is unhappy with this, or is not able or prepared to wait, then arrangements will be made for the dentist or other appropriate person to deal with the matter in the Practice Manager’s absence.

Written Complaints


Written complaints, whether in a letter or an email, will be passed immediately to the Practice Manager for her to deal with. Complaints relating to clinical care or associated charges will usually be referred to the principle dentist unless the patient does not want this to happen. • We will acknowledge the patient’s complaint in writing and enclose a copy of this code of practice as soon as possible, normally within ten working days. We will provide a full response (with redress or details of action to be taken, where appropriate) within 28 practice working days. If this is not possible for any reason, we will notify the patient, giving reasons for the delay and the likely period within which the investigation will be completed. • The full response may initially be given at a meeting or by telephone if the patient prefers and confirmed in writing. • We will keep accurate and comprehensive records of any complaints we receive, responses we give and any action taken. Where a patient is not satisfied with the response to a complaint, they may refer the matter to: 
The NHS England Email address for Hertfordshire & South Midlands Area             Team Complaints is: england.hsmcomplaintsteam@nhs.net. Commissioning         Board, Charter House, Parkway, Welwyn Garden City, Hertfordshire, AL8 6LJ


 The General Dental Council: 37 Wimpole Street, London, W1M 8DQ, (T) 0845       222 4141 – Dental Regulatory body, dealing with complaints about professional     misconduct

 The Care Quality Commission (CQC): Finsbury Tower, 103-105 Bunhill Row,         London, EC1Y 8TG, (T) 03000 616161- General health regulator, maintaining       standards in the healthcare service.

Professional Registration

The General Dental Council (GDC) is the regulatory body of the dental profession in the United Kingdon. 

Their address is 37 Wimpole Street, London, W1G 8DQ 
and their telephone number is 020 7887 3800.

Our dentists and staff adhere to the rules governing the profession by the GDC as set out in their publication
"Standards for Dental Professionals"  You can find out more about the GDC on their website www.gdc-uk.org 


Data Protection

Our practice fully complies with the Data Protection Act 1998. It is registered with the information Commissioner's Office
as Cheshunt Dental Centre, registration number Z2841452. Our practice data controller is Stanley Dubowitz. To download the ICO guide to data protection please click here.