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Patient care

Patient care is at the heart of dentistry.

There are a range of issues around patient care that you need to be aware of.

Of critical importance in patient care is of course consent and treatment planning  and a clear patient pathway. Patients may need to be sedated  before carrying out treatment, may need to be prescribed medicine, or may need referring to another dentist. You have a duty to make sure that you create and maintain clinical records  of your treatments for each patient – details of what you need to include can be found in our guidance on the subject.


Botox and non-surgical cosmetic procedures

Complaints handling


Disability discrimination - dentists as service providers

Fee collection

Freedom of information (FOIA)

Health and safety

Infection control

Medical emergencies

Oral cancer - team roles and responsibilities 

Prescribing and medicines management

Private dental plans and in-practice capitation schemes

Protecting personal information

Record keeping during the COVID-19 pandemic

Risk assessment

Safeguarding patients

Sedation - patient and operator safety

Tooth whitening

Expert template

Appointments and payment

Commitment to patients and appointments policy
Debt recovery letters 

Payment - bill and instalments

Fees and payments policy


Electronic communications - patient notice and consent 

GDC standards - patient leaflet

New patient - practice standards and questionnaire 

New patient - welcome letter

New patient satisfaction questionnaire 

Patient letter - missed appointments 

Patient questionnaire 

Practice newsletters 


Complaints - code of practice for patients
Complaints handling policy - comments on Scotland template
Complaints handling policy (E-W-NI)
Complaints letters - NHS (E-W-NI)
Complaints letters - NHS Scotland
Complaints letters - private
Complaints record
Complaints report (E-W) 

Information security

Confidentiality policy

Data protection privacy notice - patients

Data security policy - practice

Patient safety

Adverse incidents (duty of candour) protocol

Lone working policy 

Safeguarding policy 
Underperformance and whistleblowing policy 


Chaperone policy 

Consent form - photographs 

Consent form - sedation 

Consent form - treatment 

Consent policy 

Direct access - patient leaflet 

Direct access policy 

Equality and diversity policy for patients 

Oral cancer - team roles and responsibilities 

Patient group direction 

Prescribing and dispensing policy

Prescriptions for private patients 

Referral letters 

Referral protocol 

Referral to hygienist

Sedation - information for patients
Sedation - practice policy 

Treatment plan and estimate 


Training essentials courses for the dental team, including:
Leading a dental team
Running a safe and compliant practice

iLearn webcasts


One-to-one advice

Extra and Expert members have access to unlimited one-to-one advice via phone or email from our experienced advisors. To email our Practice support team:

Helping members through the COVID-19 pandemic

Please note that we keep our Coronavirus pages updated with advice for all members. We're also working hard to provide more 1-2-1 advice than ever. 


If you have a query that is not covered on our webpages, please email with your name, membership number, telephone number and your question. We will be able to reply to most queries within two working days, and will reply to you as soon as we can.


In relation to associate pay, we're seeking further clarification from government on a number of issues. Our most up to date advice on associate pay is set out in our webinar. Please look at section 3, Finance for practices and associates. We will update our website as soon as we have further clarification.


Members working in hospitals should call the BMA for advice


We may record telephone conversations that are advisory in nature to offer you additional security, resolve complaints and improve our service standards. Conversations may also be monitored for staff training purposes. You will be alerted to this when you call.