We appreciate that COVID-19 may have an impact on your dental treatment. We are working hard to minimise that impact as far as possible.
We have set out some frequently asked questions regarding your dental treatment. If you have any other queries, please do not hesitate to contact us on 0808 164 1003.
We are currently open and providing all dental care as required.
Patients who live in both England and Wales may travel to West End Dental practices to attend appointments, as these constitute a reasonable excuse under the current rules. Contact us if you would like to discuss.
Dental practices are considered an essential service and are not required to close as part of the lockdown rules. This is different to some other businesses, such as some retail and hospitality venues.
The level of care we can deliver, and the precautions we must follow, are set out by the Welsh Chief Dental Officer in the form of a Standard Operating Procedure, or SOP.
The SOP sets out a series of levels in which dental practices operate during the pandemic. We are currently at Amber level, which means we can provide a comprehensive range of services where the right precautions are taken.
It is very unlikely this level will increase in the future, as confirmed by the Welsh Health Minister.
The Standard Operating Procedure (SOP) put in place across primary dental care in Wales assumes that every patient attending is potentially infectious. This means that we are taking the maximum recommended precautions at all times, regardless of the local or national virus transmission rate or prevalence.
Even before the pandemic, primary dental care had excellent standards in cross-infection control and hygiene.
We will continue to apply the strictest protocols as recommended by the Welsh and UK health authorities and other professional bodies to maintain the safety of our staff and team as far as possible.
In March 2020, dental care in Wales was placed into Red Alert. This restricted the care that could be provided to all but the most very basic of procedures. Many dental practices took the decision to close and switch to an emergency service of some form only during these restrictions.
Since then, the Welsh Government has developed a Standard Operating Procedure (SOP) which introduces a wide range of safety precautions and procedures.
Importantly, the SOP assumes all patients are potentially infectious - the standards applied are therefore the same regardless of whether the local area or country are in stricter measures.
Yes - unless we inform you otherwise you should attend any booked appointment as normal.
Yes - restrictions on travel do not apply where there is a reasonable excuse. Attending a dental appointment is considered a reasonable excuse.
This includes patients who live in both Wales and England.
You should take care to follow any instructions or guidance regarding public transport. It is generally recommended to travel by private means (e.g. car) where you canin the current climate.
Yes - travel restrictions on those from England and elsewhere do not apply where there is a reasonable excuse. Attending a dental appointment is considered a reasonable excuse.
You should take care to follow any instructions or guidance regarding public transport. It is generally recommended that travelling by private means (e.g. car) is recommended in the current climate.
Yes - new patients are very welcome to attend as normal to seek clinical care.
Before you attend your appointment, you will be asked a number of important questions, as follows:
If you answer YES to any of these questions, you must not attend your appointment. Instead, give us a call on 0808 164 1003 and we will gladly reschedule.
You will be asked to complete a medical history form before attending your appointment. This is completed via a dedicated link, sent to you via text message to your mobile and by email.
Please ensure we have up-to-date mobile number and email address details to ensure this can be done. This will help avoid unnecessary risk and time lost at your appointment.
To maximise protection, our patient waiting rooms are closed. Patients will need to wait outside until they are called for their appointment normally by text.
In line with public health guidance, patients should therefore travel by private car whenever they are able to do so and please bear in mind you may need to wait a short while before attending your appointment. As there is no waiting space, please dress appropriately for the weather.
Patients will be asked to tell us they have arrived at an appointment by replying to a text message on their mobile. If you have access to a mobile phone, please ensure we have your correct details and bring this to your appointment.
We will then text or call you when you we are ready to see you, and a member of our team will arrive at the front door to greet you.
When you enter the practice, you will be asked to clean your hands using sanitising gel and your temperature will be taken with a hands-free thermometer. You will then be taken direct to the surgery.
The team member you meet will be wearing enhanced protective equipment. You may also be asked to wear a mask whilst outside your treatment room.
Please note these procedures are compulsory. We will be unable to admit any patient who does not comply.
Appointments will be longer than you are used to. We will be clear on the duration of an appointment when it is booked – please ensure you make a note of the time required.
Coats and bags will need to be left in a box before entering a surgery. Please keep your belongings to a minimum.
Please note our usual refreshments will not be available, so please ensure you bring drinking water with you, especially if you are attending a longer appointment.
Toilet facilities will also be closed, so please ensure you have visited the lavatory before attending.
If you have any dental problem or concern at all, or your treatment was paused due to COVID-19, we will be delighted to see you. Just visit our Appointments page to find out more.
We are also working hard to commence routine care and consultations. We are approaching patients directly for these appointments, prioritising those whose care has lapsed for the longest.
You can request a routine appointment online via the link above, but please bear in mind it may take some time before we contact you.
At the moment, no.
The cost of providing our service to you has increased significantly due to increased requirements for safety equipment and less capacity. As an independent, family owned business adapting to these changes has been a challenge. Nevertheless, we appreciate many others have faced similar challenges. That’s why we are not charging our patients any extra fees as a result of COVID-19.
We will keep this policy under review as our service reopens but will always do our best to minimise additional costs or charges.
Consultations will be free of charge to members who have maintained their Membership with us during the lockdown period. Members can therefore book a consultation to discuss a dental problem or concern without any additional fee. Members can also continue to enjoy discounts on treatment costs depending on their membership level.
Review appointments for those who were undergoing treatment prior to lockdown will also be free of charge.
For all other patients, consultations including emergencies, will be charged at our usual fee of £47.75. This is our pre-COVID price.
Our treatments will be charged at normal rates, which have not been altered as a result of COVID-19.
Unfortunately, we cannot guarantee an appointment with your usual clinician. Not all clinicians have returned to work yet, and we do have limited capacity.
If you were undergoing treatment before the lockdown we will do our best to book your consultation with the treating clinician. If this isn’t possible, we’ll explain why and ensure you’re matched with a suitable member of the team.
We are offering all treatments and services that may be required to address a dental problem or concern.
We are also offering routine care where we have capacity to do so safely, especially for patients who are overdue.
If you have a dental concern or problem or you are overdue routine care, you should request an appointment and we will be delighted to see you.
Examples of dental concerns or problems may include:
We will do our best to proactively contact all patients who have had treatment paused as a result of COVID-19. We have many patients to contact, so please bear with us.
If you are unsure at any point, please feel free to contact us to discuss further.
Dentistry has been managing cross-infection risks successfully for decades and works to some of the highest standards available in primary care.
As a result of COVID-19 we have gone even further, enhancing the protective equipment we use for certain procedures and taking steps to ensure social distancing, including a smaller number of appointments, longer appointment times and fewer surgeries running at the same time.
We regret that we are no longer able to accept cash or cheque payments. Physical payments represent a significant risk in terms of transmission and put our staff at unnecessary risk by requiring visits to local banks.
Our Terms of Business have been updated, and all patients will be asked to make payment via debit/credit card by telephone or secure web link.
Payments will be required in full before you attend an appointment, where applicable. This maximises the time we can help other customers and limits the time needed to follow up on patients who fail to pay.
Of course, finance including interest-free options remains available for larger courses of treatments, and we can accept bank transfers by agreement for larger payments if necessary.