Everything you need to know, in plain English

Care at the practice

All new patients are offered care on a private basis, with children normally seen under the NHS. Information on private charges is available at reception and on our fees page. Payment is due on the day of treatment, and patients returning for further treatment will be given a written treatment plan detailing their recommended treatment and associated costs.

Patient confidentiality

Chester Road Dental Care takes patient confidentiality extremely seriously and has a strict policy in place — if you wish to see a copy, please ask at reception. Patient records are kept in line with Data Protection Act requirements. All personal information is treated in the strictest confidence, stored securely, and accessed by relevant staff only when required as part of your treatment.

Your patient information is available for you to see on written request according to the Freedom of Information Act 2000. Patient information will never be released to a third party without your express permission.

Your medical history

We will ask you about your medical history, including any medications you may be taking. Please make a note of these, or bring a copy of your current prescription to each appointment — up-to-date medication information is important to your dental treatment. All information disclosed remains strictly confidential. You can complete or update your medical history when you register online.

Appointments & reminders

We use modern practice management software to support efficient patient care and record keeping. All appointments are confirmed in writing, by telephone, text message or email prior to the day of your appointment. Please make our reception staff aware of your preferred method of contact, and advise us of any changes to your address, telephone numbers or email. If you're happy to be reminded by text, it helps to let us have your mobile number.

Missed appointments & cancellations

Missed appointments and late-notice cancellations waste time and resources needed for other patients. Please tell us as soon as you know you can't attend, so we can offer your space to someone else.

We understand if you are ill or suddenly have an unexpected serious or urgent matter to attend to instead. Where we can, discretion and fairness are used, and the charge will not always apply — we just ask that you inform us as soon as you know, so it is fair to all parties.

Feedback & complaints

We want you to be entirely satisfied with your treatment and care. We have a Comments Box and Comments Book in the waiting room for suggestions, comments and compliments, and we welcome your reviews on Google and social media. On occasion our team may ask you to complete a patient satisfaction survey or NHS Friends & Family Test.

If for any reason you are not satisfied with your care or services, please talk to our practice manager, Lisa Williamson, who will deal with any complaint according to our complaints procedure. Alternatively, please put your concerns in writing to Dr Lisa-Marie Kitchen.

The practice will not tolerate abusive, threatening or violent behaviour towards any member of staff, in accordance with our practice policy and NHS contract.

Disabled access

We endeavour to see all patients where possible and aim for those with disabilities to be able to access our care. We have hand rails and small steps at the front door. Please explain your needs to our reception staff and we will make every effort to accommodate you. Currently our WC facilities are located upstairs, so please make arrangements prior to your appointment.

Documents & downloads

• Practice Information Leaflet (PDF)
• Fee Schedule 2026 (PDF)
• Dental Plans leaflet (PDF)
• Registration & Medical History form (PDF) — or complete it online
• Privacy Notice for Patients (PDF)
• Privacy Notice for Children (PDF)