We will work with you to provide care that meets your needs and wishes. We will explain options, where appropriate, and costs so that you can make an informed choice. We will always explain what we are proposing to do and tell you about any significant risks.

We aim to provide dental care of a consistently excellent quality for all patients. We have management systems to help us and these define each practice member’s responsibilities when looking after you.

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

We look after your general health and safety while receiving dental care. We will ask you about your general health and about any medicines that you are taking. This helps us to treat you safely. We keep all information about you confidential.

Infection control and cleanliness are also essential to the safety of our patients. All staff working in clinical practice receive training on the current standards of infection control.

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

All staff in the practice take part in continuing professional education to keep our skills and knowledge up-to-date.

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

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. We encourage feedback.

Every member of the practice is aware of the need to work safely under General Dental Council guidelines.

At Mile Lane Dental practice, we are committed to being a friendly and approachable practice, whilst at the same time providing you with the highest possible standard of dentistry appropriate to your personal circumstances.

We provide a complete dental care service for our patients, encompassing all aspects of dentistry – from preventative care and maintenance and to complete restoration.

All our Dentists and nurses are registered with the General Dental Council (GDC), and abide by the council’s Standards for Dental Professionals.

Mile Lane Dental practice complies with the Data Protection Act 1998.


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

All appointments are offered on a first-come first-served basis. Appointments may be prioritised for certain patient groups e.g. for children during school holidays and after 3.30 during term time.

Patients are allowed to choose which dentist they prefer to see, and every effort will be made to accommodate patients’ wishes.

We make every effort to see patients on time and certainly within 15 minutes of the appointment time. If the dentist is running late, patients will be offered a chance to re-book their appointment as a priority. Patients may have to be rebooked if they arrive 10 minutes or more after their appointment time.

In order to utilise our time best, we may occasionally have appointments available at short notice. Please let us know if you are able to attend at short notice.

Keep up to date with your check ups

At Mile Lane we have a strict policy for patients keeping up to date with their general check-up appointments.

If you have not been seen by the dentist for 3 Years or over you will be Automatically De-registered from our practice.

This is due to a high demand from patients wanting to register on the NHS.

Please keep update with all dental check-ups to avoid this from happening.

Appointment Cancellations

Mile Lane Dental practice require 24 hours notice when cancelling an appointment. This allows us to reallocate your appointment to patients who are in pain. You can do so by contacting the surgery on with the details above. If 24 hours notice is not possible please contact the surgery as early as possible to cancel your appointment.

All cancellations made within the same treatment session will be classed as “failed to attend”.

Failing Appointments

There are no charges for failed appointments for NHS treatment.

We reserve the right to refuse further treatment to patients who fail to attend two consecutive appointments or any three out of five consecutive appointments. Warnings will also be given to give our patients a fair chance at keeping themselves registered patients here.

If you are a new patient and you fail your first appointment you will be automatically taken off the list. This is done due to the high demand of patients wanting to attend the surgery on the NHS.


The practice complies with Data Protection and Access to Medical Records legislation. Identifiable information about you will be shared with others in the following circumstances:

  • To provide further medical treatment for you e.g. from district nurses and hospital services.
  • To help you get other services e.g. from the social work department. This requires your consent.
  • When we have a duty to others e.g. in child protection cases anonymised patient information will also be used at local and national level to help the Health Board and Government plan services e.g. for diabetic care.

If you do not wish anonymous information about you to be used in such a way, please let us know.

Reception and administration staff require access to your medical records in order to do their jobs. These members of staff are bound by the same rules of confidentiality as the medical staff.

Freedom of Information

Copies of our publication scheme can be requested from the the practice manager.


We are always pleased to receive suggestions for improving our services; we hope you will never have any cause for complaint. But if you do we have a complaints procedure aimed at a quick resolution of problems. Please initially speak with a member of our team.

You can request a copy of the practice complaints procedure from the practice manager who will explain the procedure in detail and deal with any concerns you might have.

For further information please email our Practice Manager at n.carrington@nhs.net.


Your Rights

  • Confidentiality and courtesy from all mile lane staff.
  • Access to all your medical records written after 1st November 1991.
  • Telephone calls answered promptly and in a friendly manner.
  • Prompt investigation of any complaint

Your Responsibilities

  • To treat our staff with respect
  • To be considerate to other patients in the building
  • To cancel appointments if not attending
  • To respect our premises
  • Be aware of our non smoking policy
  • Let us know if you change address, telephone numbers or name


We operate a zero-tolerance policy against violence or abusive behaviour towards our staff or patients. Anyone suspected of such will be reported to the Primary Care Trust and / or the police and removed from our lists.