Instructions for Orthodontic Appliances
| Fixed Braces |
| Upper Removable Brace |
| Upper & Lower Removable Braces (Blocks) |
| Removable Retainer |
| Fixed Wire Retainer |
Missed appointments
We request 24-hours notice if you need to cancel your appointment. We are aware that unforeseen events can mean missing an appointment. If you miss an appointment without notifying us 24 hours in advance, you will be charged a fee dependent on the length of your appointment. All patients (including children and those exempt from NHS fees) will be charged for the time wasted when an appointment is broken or cancelled at short notice. Your acceptance of an appointment is taken as agreement to pay any fees incurred for failed appointments.
What to do in an emergency?
It is normal to experience some discomfort during your brace treatment especially during the early stages of treatment. However, if your braces are causing extreme pain or if a part of your brace breaks, you should contact the Centre for advice. In most cases, we can address these issues over the phone. On rare occasions you may require an emergency appointment and we will set aside time to see you. If the practice is closed you can contact NHS 24 for advice. You may also find this video helpful to manage common problems youtu.be/i24Mecwqvlc
Concerns about your treatment?
If you have any concerns regarding your orthodontic care then please raise them in the first instance with your orthodontist.
At the practice we also have a dedicated Complaints Manager and a dedicated complaints procedure. The Complaints Manager will provide an effective, efficient and understanding way for you to have your complaints addressed. Your complaint will be acknowledged in writing within 3 working days and you will be provided with a copy of our complaints procedure. Your complaint will be thoroughly investigated and we will contact you in writing within 10 working days.
Following our formal complaints procedure should you still have concerns, NHS patients can contact the Scottish Public Services Ombudsman or private patients can contact the Dental Complaints Service.
The Scottish Orthodontic Centre welcomes, values and uses complaints to ensure improvements are made to its services.
"Zero Tolerance"
The Scottish Orthodontic Centre has adopted a ‘zero tolerance’ approach to violence and aggression, whether this is physical or verbal.
The practice considers this behaviour to include any personal, abusive and/or aggressive comments, cursing and/or swearing, physical contact and/or aggressive gestures. This includes telephone calls made to reception.
Cursing, swearing, shouting and being threatening to any of our staff, including our reception staff will not be tolerated under ANY circumstances.
Any person found doing so will be asked to leave the premises or will be advised that their phone call will be terminated and we may consider removal of the patient from our practice list.
We have the right to remove, with immediate effect, any patient who has been violent or threatened violence to any dentist or a member of staff.
All instances of actual physical abuse on a health professional or member of staff by a patient or accompanying relative/friend will be reported to the police.
Abusive telephone calls
If any member of our team receives an abusive telephone call, they will advise the caller that they have the right to terminate the call if they do not modify their behaviour. Should the caller continue to be abusive, the team member has the authority to terminate the call.
We reserve the right to withdraw access to treatment and further appointments in any event a member of our team is subjected to abusive, violent, harassment or bullying behaviour in whatever form it takes.
We respectfully ask patients to take note of the types of behaviour that are unacceptable:
· Using bad language or swearing at practice staff
· Any physical violence towards any member of the team or other patients, such as pushing or shoving
· Verbal abuse towards the staff in any form, including verbally insulting the staff
· Racial abuse and sexual harassment
· Persistent or unrealistic demands that cause stress to staff
· Causing damage/stealing from the practice’s premises, staff or patients
Removal from the practice list
We reserve the right to remove patients from our list if they have behaved in an unacceptable manner towards our staff. Our practice manager will write to the patient to confirm this.
We ask that you treat our staff courteously at all times
At the practice we also have a dedicated Complaints Manager and a dedicated complaints procedure. The Complaints Manager will provide an effective, efficient and understanding way for you to have your complaints addressed. Your complaint will be acknowledged in writing within 3 working days and you will be provided with a copy of our complaints procedure. Your complaint will be thoroughly investigated and we will contact you in writing within 10 working days.
Following our formal complaints procedure should you still have concerns, NHS patients can contact the Scottish Public Services Ombudsman or private patients can contact the Dental Complaints Service.
The Scottish Orthodontic Centre welcomes, values and uses complaints to ensure improvements are made to its services.
"Zero Tolerance"
The Scottish Orthodontic Centre has adopted a ‘zero tolerance’ approach to violence and aggression, whether this is physical or verbal.
The practice considers this behaviour to include any personal, abusive and/or aggressive comments, cursing and/or swearing, physical contact and/or aggressive gestures. This includes telephone calls made to reception.
Cursing, swearing, shouting and being threatening to any of our staff, including our reception staff will not be tolerated under ANY circumstances.
Any person found doing so will be asked to leave the premises or will be advised that their phone call will be terminated and we may consider removal of the patient from our practice list.
We have the right to remove, with immediate effect, any patient who has been violent or threatened violence to any dentist or a member of staff.
All instances of actual physical abuse on a health professional or member of staff by a patient or accompanying relative/friend will be reported to the police.
Abusive telephone calls
If any member of our team receives an abusive telephone call, they will advise the caller that they have the right to terminate the call if they do not modify their behaviour. Should the caller continue to be abusive, the team member has the authority to terminate the call.
We reserve the right to withdraw access to treatment and further appointments in any event a member of our team is subjected to abusive, violent, harassment or bullying behaviour in whatever form it takes.
We respectfully ask patients to take note of the types of behaviour that are unacceptable:
· Using bad language or swearing at practice staff
· Any physical violence towards any member of the team or other patients, such as pushing or shoving
· Verbal abuse towards the staff in any form, including verbally insulting the staff
· Racial abuse and sexual harassment
· Persistent or unrealistic demands that cause stress to staff
· Causing damage/stealing from the practice’s premises, staff or patients
Removal from the practice list
We reserve the right to remove patients from our list if they have behaved in an unacceptable manner towards our staff. Our practice manager will write to the patient to confirm this.
We ask that you treat our staff courteously at all times