WELCOME TO THE SMILE BOUTIQUE We understand that your choice of dental care is important to you, so may we take this opportunity to say “Thank You” for choosing The Smile Boutique as your dental practice. The Smile Boutique philosophy is simple: Treat people the way we like to be treated ourselves. Within this brochure you will find a comprehensive guide to your patient journey with us. We hope that you find all the answers you may require in here, however, please be assured that The Smile Boutique Patient Care Team is available to answer any queries that you may have throughout your patient journey with us. We are proud to have created a happy practice with a happy team and most importantly, happy patients.

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WE PROMISE TO •

Welcome you into a caring & professional environment

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Be polite, courteous, open & honest at all times

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Listen to your concerns & inform you of the latest techniques & all options available to you

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Clearly describe & explain the nature of your treatment & provide written confirmation of costs where appropriate

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Respect confidentiality

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Resolve concerns with discretion & absolute professionalism

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Apply the highest standards of cross infection control

WE ASK YOU TO •

Look after the dental work we provide, following all instructions given

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Attend all appointments as requested

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Pay for treatment as and when requested. We accept cash, cheques, debit & credit cards. Finance options are also available

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Tell us about any concerns that you may have with any aspect of your treatment so that we can achieve your ideal outcome

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Kindly recommend us to others if you are happy with the service we provide. We would be delighted to welcome your colleagues, friends & family

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OVERVIEW 6 - 7

Luxury & Comfort- It’s all About You

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Delivering unique patient care

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We are here for you - The Smile Boutique Experience

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Our treatment programme

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Pricing structures and finance options

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Booking appointments

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How to Find Us

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The Smile Boutique policies

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LUXURY & COMFORT To enhance your patient journey we offer the following: • Complimentary refreshment’s for all of our patients. Beverages range from cappuccinos, a selection of teas and water (sparkling or still)





• Your choice of music to listen to • We have a wide variety of magazines and newspapers available to help you relax before our team see you for your appointments



• Complimentary Wifi • Moisturising lip balm for dry or cracked lips • Warm scented towels • Extra comfort and support with neck and back Tempur pillows • Complimentary parking • Personalised Clinical Care • Registration and compliance

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BEING A MEMBER The Smile Boutique membership plans are simple. They allow us to maintain your dental health whilst assuring you of the best possible service at all times. We have a range of membership plans available to suit your needs which include the following: •

8 Stage Dental Health Assessment

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Routine x-rays

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Hygienist appointments

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Oral Cancer Screening

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Preferential private treatment rates*

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Worldwide emergency cover

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Insurance cover**

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Preferential emergency appointments

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Children seen free of charge for each adult member of The Smile Boutique membership plan

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The Patient Care Team are available and will be delighted to discuss membership with you

*Goodwill reduction on private fees (excludes specialist treatment & special offers) **Insurance against external trauma

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TESTIMONIALS We have developed a special system where we can put you in touch with other patients that have undertaken and completed a similar clinical journey. Our Patient Care Coordinators can put this testimonial call into your treatment plan where appropriate, which will enable you to talk through their experience of treatments. A good example of how this works is those that embark on implant programmes.

COMMENTS, SUGGESTIONS & PATIENT SATISFACTION We value your comments and suggestions. We have; forms that you can request from the Patient Care Team that can be placed in the box provided. Every year we carry out our patient satisfaction survey; if you specifically wish to be involved in this then please let the Patient Care Team know.

IF YOU NEED US URGENTLY... The practice offers a daily emergency facility Monday to Friday. This operates by you calling for an appointment at 8.30 am on 01733 551534. We are unable to pre-book emergency appointments for the following day as the allocations are made each morning according to diary availability. Where appropriate, additional time is created if the demand for emergency appointments is above the standard level. The practice has out of hours emergency cover; please contact us on 01733 551534 and your call will be diverted to a member of our team. This service also covers Saturday and Sunday emergencies.

PATIENT RECOMMENDATION We really love existing patients recommending family and friends to become members. We are always looking for new patients and it really shows us that you enjoy the dentistry and patient care we have to offer. We offer a complimentary consultation with a Patient Care Coordinator to any family or friend that would like to meet us.

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DELIVERING UNIQUE PATIENT CARE The Smile Boutique was established in April 2008 by Philip Johns, who has created a private practice for adults and children which educates, communicates and strives to give unique patient care. The most important part in your own dental journey is communication and we aim to deliver confident and clear advice, so that you are empowered to make the right choices for your dental health and cosmetic look for your smile. We provide first class patient care tailored to meet your individual needs. The clinical treatment from highly skilled & experienced clinicians with a range of special interests, enable The Smile Boutique to offer a comprehensive range of dental care all under one roof.

WE HAVE FIVE PRIMARY GOALS IN DELIVERING PRIVATE DENTISTRY TO YOU. THESE ARE 1. Tooth decay – to treat active decay early so that clinical intervention is as minimal as possible 2. Gum health – to educate you about your gum health and treat any active gum disease in order to create a stable and plaque free mouth 3. Function – to ensure your mouth is comfortable and in natural occlusion when biting together, enabling you to enjoy eating and drinking 4. Cosmetic – to create a beautiful smile using all the latest cosmetic techniques, materials and dental technicians approved by us 5. Tooth sensitivity – to educate you on how daily sensitivity problems can be managed

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WHY NOT FOLLOW US ON SOCIAL MEDIA?

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WE ARE HERE FOR YOU THE SMILE BOUTIQUE EXPERIENCE We have developed a Patient Care Team to manage and deliver your unique dental experience in our practice. Our Patient Care Team is set up as follows and each individual has an important role to play:

PATIENT CARE COORDINATORS

PRACTICE MANAGER

• New patient appointments.

Responsible for creating and maintaining a personalised dental journey, which covers all aspects of the practice enabling the Patient Care Team to fulfil all your personal dental requirements at all times.

• Gum health advice.

Patient Care Coordinators are a vital part of your patient journey. They have been trained to deliver the following:

• Medical history discussion. • Explanation of all dental procedures carried out at the practice. • Discussing cosmetic treatment and smile enhancements. • Clinical photography.

DENTISTS Primary carers of your overall dental health, who will fulfil all your personal dental requirements throughout your patient journey at The Smile Boutique.

PATIENT CARE ADVISORS Responsible for delivering an effective front of house service to you and being able to offer advice as and when required throughout your patient journey.

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• Impression taking. • Taking x-rays. • Discussion of membership benefits and applications. • Budgeting for your dentistry.

PATIENT CARE NURSES

HYGIENISTS/THERAPISTS

Vital assistants to our dentists and hygienists at The Smile Boutique, enabling them to function smoothly and professionally during your personalised dental care.

Primary carers of your overall hygiene and gum health throughout your patients journey here at The Smile Boutique. Our dually qualified hygienists and therapists are able to carry out a vast array of treatment to optimise your overall oral health; from treating gum disease to carrying out fillings and much more.

PATIENT CARE ORAL HEALTH EDUCATORS This is an important role to educate you on management of your gum health, to work with you in reducing gum disease and decay by putting together the right regime for your oral health, in line with dentist and hygienist recommendations. The programmes offered are: • New patient appointments • Medical history discussion • Gum health advice • Explanation of all dental procedures carried out at the practice • Discussing cosmetic treatment and smile enhancements • Clinical photography • Impression taking • Taking x-rays

• Maintaining implants • Maintaining bridge • Denture cleaning • Invisalign™ cleaning • Sensitivity management • Diet advice to prevent decay • Product advice

• Discussion of membership benefits and applications • Budgeting for your dentistry • Electric and manual tooth brushing demonstration • Inter-dental cleaning • Disclosing plaque retention areas

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OUR TREATMENT PROGRAMME We have an extensive range of dental and facial aesthetic treatments on offer at the practice. Here is a full list of all the treatments we are able to clinically deliver. Comprehensive explanations of these are available on our website www.thesmileboutique.co.uk

DENTAL HYGIENE THERAPY

• Six-monthly gum health assessments

The major cause of tooth loss in adult patients is gum disease, so effective oral hygiene is vital in order to help keep your teeth and gums in optimum condition, your smile whiter and your breath fresh. At The Smile Boutique, regular visits to our hygienist are an essential part of your overall dental care. Our hygienists will measure in great detail, the health of your mouth and gums so we can form a treatment programme to help you achieve optimum dental health. We will also demonstrate ideal cleaning techniques. Our aims are to reduce the need for fillings, to maintain healthy fresh breath and to help you keep your teeth for life.

GUM HEALTH TREATMENT

GUM DISEASE & YOUR HEALTH

We are often told by our patients that one of the main benefits of coming to The Smile Boutique is the emphasis we place on gum health and prevention of disease, be it decay or gum disease. The Smile Boutique provides a full range of periodontal treatment to reduce the risk of tooth loss and maintain healthy gums, including our very own inhouse Periodontist.

Encouraging children to look after their teeth from an early age will help establish a healthy routine and minimise the need for dental treatment in the future. Recent studies show that healthy gums don’t just help you to keep your teeth for longer, but help you live longer too. Patients with gum disease have been shown to have increased incidence of serious conditions such as heart disease and diabetes.

EXAMINATION PROGRAMMES • New patient examination • Six-monthly dental health examinations

COSMETIC GUM TREATMENTS We also provide cosmetic gum treatments such as root coverage which conceals recession of the gums around the base of the tooth lifting gum lines to improve gummy smiles.

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ORAL CANCER SCREENING As part of our comprehensive evaluation, we carry out a detailed oral cancer scre ening. This provides our dentists with an opportunity to detect oral cancer at an earlier stage.

RESTORING AND MAINTAINING TEETH PROGRAMMES • Inlays • Onlays • High quality white fillings • High quality white crowns

MISSING TEETH PROGRAMMES

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Dentures are a non-invasive method of replacing missing teeth. At The Smile Boutique our dentures are hand crafted by a skilled clinical dental technician. He will ensure your dentures fit perfectly and look like natural teeth and gums. The very latest Flexible Valplast dentures are also avaiable

COSMETIC AND SMILE MAKEOVER PROGRAMMES •

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D e n t a l

I m p l a n t s

Adults of any age can benefit from dental implants - the permanent solution to missing teeth. A single tooth, several teeth or a whole arch can be replaced. Dental implants can provide the best long-term solution whether you have lost your teeth through gum disease, accident or decay. They look, feel and function like natural teeth, allowing you to eat, speak and smile with confidence. A dental implant is a small titanium screw that serves as the replacement for the root portion of a missing natural tooth. The implant is placed in the bone of the upper or lower jaw and given time to bond. During this period you can still wear your existing dentures or we can fit temporary bridgework. Once the bonding process is complete, a crown is secured to the implant and serves as a completely natural looking, replacement tooth. •

B r i d g e s

D e n t u r e s

I n v i s a l i g n ®

Straightening teeth with Invisalign® – clear invisible brace treatment. A virtually invisible and comfortable way of straightening your teeth and transforming your smile by means of a series of clear removable aligners (a clear plastic brace). A digital treatment plan will show you how your teeth will move into position using aligners which are custom-made for your teeth. They can be removed to eat, drink, brush and floss and are changed every two weeks as they gradually move your teeth. •

P o r c e l a i n

V e n e e r s

Porcelain veneers are a perfect solution for hiding imperfections such as broken, discoloured, oddly shaped or uneven teeth. Very thin, custom-made strong pieces of porcelain are placed over the front of the teeth to create your ideal smile.

A bridge is used to fill the space where a tooth is missing. One or more replacement teeth literally ‘bridge’ the gap, being permanently fixed to a natural tooth.

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LUMINEERS

CEREC

Lumineers are a special type of ultra-thin veneers by Cerinate. Just like traditional veneers, Lumineers can reshape your smile and give you that perfect smile makeover. They can cover gaps between teeth and enhance the appearance of worn-down and discolored teeth.

Imagine a dental practice where you can go and have your new false tooth made and fitted during a single visit and within an hour. This is what CEREC technology by Sirona Dental Systems UK has made possible.

ROOT CANAL TREATMENT (ENDODONTICS) Root canal treatment is required when the blood or nerve supply of the tooth (known as the pulp) is infected through decay or injury which can cause root canal pain. If left, the decay or injury will lead to an abscess which may result in the need for a tooth to be removed. Endodontics is the prevention of tooth loss. It is therefore essential that treatment is carried out quickly after diagnosis to avoid unnecessary, additional decay.

CEREC is a revolutionary system that enables your dentist to design, fabricate and fit a new crown, veneer, onlay or inlay in a single visit, a procedure that would normally take at least two weeks, if not more!

COSMETIC FILLINGS When decay in a tooth is removed, fillings are used to fill the gap left. Old amalgam (silver) fillings can be replaced with white (tooth coloured) fillings which have a natural appearance.

CROWNS

BITE CORRECTION (TMJ DYSFUNCTION)

Porcelain crowns are a great option for repairing cracked, broken, decayed or heavily filled teeth. A crown completely covers the damaged tooth above the gum line and so protects it. Crowns are perfectly colour matched to your existing teeth.

Bite correction can alleviate strain and stress on your jaw, jaw joint and facial muscles which can lead to Temporomandibular Joint Disorders. With less stress on your teeth, you will reduce the risk of tooth fractures and enamel wear and tear.

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TEETH WHITENING Teeth discolour over the years, but staining is made worse by such things as smoking, tea, coffee and red wine. Teeth whitening removes stains and brightens your teeth, giving a more youthful appearance. We guaruntee to get you to the lightest shade on the shade guide.

CHILDREN’S DENTISTRY

TREATMENT PROGRAMME PLANS You will receive a treatment plan for any clinical treatment you are prescribed, with either the dentist or the hygienist/ therapist, which will detail the exact costing. This information is for you to keep for your own records and can be discussed at any time with any of the Patient Care Team. Treatment programmes covered by our Smile Boutique membership, i.e. examinations, will not generate a treatment plan but are part of the terms and conditions of your membership.

At The Smile Boutique, we recognise the importance of building trust and confidence with all of our patients, especially if they are younger and may be unsure of what to expect. We place emphasis on preventative dentistry and encourage regular visits with our dental hygiene department.

VENEERS - PORCELAIN • Onlays • Inlays • High quality white fillings • High quality white crowns

FACIAL AESTHETICS PROGRAMMES • Wrinkle-free injections • Fillers

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PRICING STRUCTURES & FINANCE OPTIONS We have a clear pricing structure, which is available to you from the patient care desk. The pricing structure for The Smile Boutique is reviewed yearly and new prices always commence from January 1st.

PAYMENT OF TREATMENT Our standard policy is to pay for the full amount of each treatment appointment you attend. If you have a staged treatment plan then set costs will be outlined for each visit. We try to make payment as straightforward as possible. Patients are asked to make payment directly after the appointment they have received. Payment for treatment received can be made by the following methods: •

Card payment – all debit/credit cards except American Express

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Cash

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Cheque – this will be phased out alongside bank regulations

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Membership – where membership covers clinical appointments

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Interest-free finance loans

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Interest bearing finance loans.

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FINANCE OPTIONS We offer a variety of loan options including interest-free finance between six to twelve months dependent on treatment value. The set-up procedure for this is a paper/online application form that is processed and agreed by a company called Dental Finance. We are able to offer this service through our consumer credit licence (subject to credit agreement).

BOOKING APPOINTMENTS There are three options available in order to book appointments at the practice, these are: 1. By booking with the Patient Care Team at the practice 2. By telephoning us on 01733 551534 3. By emailing us on [email protected]

SIX-MONTHLY DENTAL OR GUM HEALTH EXAMINATION BOOKINGS We have the facility to be able to book your six-monthly appointments in advance with the patient care team. If you do not book in advance for your examination then we remind you via text message or postcard that you are due. Please note that examination appointments are not pre-booked automatically for you by the patient care team.

CONFIRMING APPOINTMENTS We offer a complimentary text and call reminder service. We ask you to update us at every appointment if any of your contact details have changed.

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HOW TO FIND US – SEE WEBSITE FOR DETAILS The Smile Boutique, 150 Park Road, Peterborough, PE1 2UB Complimentary parking

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THE SMILE BOUTIQUE POLICIES RESCHEDULE POLICY You may reschedule any appointment you have with us at no charge if you give more than 24 hours’ notice. If you wish to reschedule an appointment within 24 hours of your appointment time, then you are still able to do this but a charge of half of the treatment cost will be applied to your dental account. Special circumstances will be taken into consideration where appropriate to do so by the Patient Care Advisors.

MISSED APPOINTMENT POLICY If you have an appointment booked and you do not attend, then we will automatically place a charge on your account, this is half of the treatment cost. This charge will need to be cleared before rescheduling of an appointment can be carried out.

IN THE CASE OF A PATIENT HAVING AN OUTSTANDING BALANCE ON THEIR ACCOUNT In the unlikely event of an outstanding patient balance, as a team, we are committed to the following procedure:

• The Patient Care Team then phone these patients to confirm the outstanding amount and to clarify that it is not an administration error. If in the event of us contacting the patient on three separate ocasions, with no agreed payment received, then there will be a ‘stop’ placed on their record which prevents the patient booking another appointment before clearing the debt. • A letter will then be sent to the patient outlining the outstanding balance and that the ‘stop’ is in place. There will be a date outlined in the letter for a deadline of settling their account. If the patient does not reply and settle the ‘stop’ account then the debt will be referred to our debt collecting agency. The debt collecting agency we use is P and J Debt Collection Agency, Unit 1, Sovereign Park, Cleveland Way, Hemel Hempstead HP2 7DA.

COMPLIMENTS & COMPLAINTS PROCEDURE POLICY At The Smile Boutique we take complaints very seriously and try to ensure that all patients are pleased with their experience of our service. If a patient wishes to complain then we will deal with the matter promptly so as to resolve the issue as quickly as possible for the patient. It is a matter of course, that as a team, we will act with courtesy at all times.

• The Patient Care Team go through the debt report weekly and highlight any patient who has completed treatment but has not settled their account.

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Our complaints policy is based on the objectives below: • Our aim is to react to complaints efficiently and effectively to the satisfaction of the patient. • We learn from every mistake that we make and we respond to patients’ concerns in a caring and sensitive way. The people responsible for dealing with any complaint about the service we provide is our Patient Care Manager or Practice Manager. 1. If a patient complains on the telephone or at the patient care desk, then the Patient Care Advisors will listen to his or her complaint and if possible, resolve any issue immediately. If this isn’t possible then the matter will be referred to our Patient Care Manager or Practice Manager. 2. In the event that our Patient Care Manager or Practice Manager are unavailable, then the member of staff will take brief details of the complaint and pass them on. If we cannot arrange this within a reasonable period, or if the patient does not wish to wait to discuss the matter, arrangements will be made for someone else to deal with it.

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REGISTRATION & COMPLIANCE The Smile Boutique are compliant with all necessary regulatory bodies. These include the following: •

All staff registered with the General Dental Council (GDC)

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Indemnity insurance

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HTM 01-05 guidelines for decontamination (cross infection control)

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Care Quality Commission

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CRB checked as per Care Quality Commission (CQC) guidelines

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Any requirements of the GDC in respect of the continuing professional development of dentists and the dental team are satisfied.

OUR QUALITY OBJECTIVES ARE: To maintain and improve the level of quality in all aspects of the patient’s journey from the initial contact with the practice to the completion of patient care. It is our aim that patients enjoy an excellent experience as a result of the care they receive with us.

QUALITY POLICY

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To offer all of our patients treatments to the highest standard including specialist treatment where required

Our quality policy is to have a successful practice by providing a standard of service that consistently satisfies the needs and expectations of our patients. This level of quality is achieved through careful management in a safe and continually improving environment. Our standards and procedures meet ‘Essential Standards for Quality and Safety’ from the CQC. Our quality management system is based on Clinical Governance Made Simple from CODE. Philip Johns, The Provider, has ultimate responsibility.

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To offer a referral system when clinically necessary or by patient request.

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To provide the most effective treatments to our patients using all the latest clinical advancements to do this through training courses

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To earn a reputation for providing complete patient satisfaction at all times

Our quality management system is implemented through training and is improved by regular reviews. It ensures that:

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To retain our existing patients and have new patients recommended to us

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All our dental care is of a consistent, good quality

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Effective measures of infection control are used

To improve our internal systems of communication and administration so as to improve our service and increase our efficiency

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All legal requirements relating to health and safety in the workplace are satisfied

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To offer membership facilities and various payment options

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All legal requirements relating to the safe use of x-ray equipment are satisfied

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To keep the environment of the practice fresh and renewed to increase comfort, whilst maintaining high clinical standards

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b e a u t i f u l s m i l e s

h e a l t h y

f o r

l i f e

150 P a rk R oa d , P e te rborou gh , PE1 2UB Tel : 0173 3 551534 or 0 17 33 562541 w w w . thes m i le bou tiqu e .c o .uk