Privacy of Information
Talent Match Pro Pty Ltd (trading as Royal Dental Care) does not outsource, share, or sell any patient’s medical records to any third parties, it remains the property of Talent Match Pro Pty Ltd. All patient information is stored securely.
We are required by federal law & regulation to retain your medical records for a period of 7 years after which they are destroyed.
Transfer or Release of Records
Royal Dental Care requires all patients requesting records to submit an ‘Authority to Release Dental Records Form’ which needs to be filled completely and correctly. Once approved by a member of the management team, copies of your records are sent via email.
- Please Note: This request will be declined if the patient has only visited for our Free Consultations. We will release records in this instance for an administration fee.
Free Consultations & Treatment Plans
Free consultations are offered only once per patient. Additional consultations may be available at the discretion of the Dental Practitioner.
Not all advertised treatments are suitable for every patient. Please speak to an RDC Dental Professional to confirm if you are eligible for the treatment. Treatment Plans are valid for 3 months from the date of issue.
Patient Deposit Policy
When you make an appointment at Royal Dental Care, that time is reserved exclusively for you. Bookings must be confirmed 24 to 48 hours prior to the allocated appointment time. Due to the extremely busy nature of our clinics, if the appointment is not confirmed, you may lose your appointment and it will be allocated to the next available patient on our waiting list.
Confirmation texts are sent 24 to 48 hours prior to your appointment. You must respond with a Y (if attending) or N (if not attending) and our team will take the necessary measures to reschedule to the next available time slot at your convenience.
Should you need to reschedule your appointment, you can do so by one of the following 2 options:
– Call us on 1300 180 555
– Respond with the appropriate date and time to suit your schedule via sms
Please be aware that our team will endeavour to contact you prior, to ensure you can attend your appointment.
APPOINTMENT DEPOSIT POLICY
- All appointments are TENTATIVE ONLYpending the payment of a deposit.
- All appointments require a minimum deposit of $100, which will go towards your treatment costs.
- With the exception of Professional Teeth Whitening. Due to the duration and preparation costs of this treatment, a booking deposit of $400 is requested at the time of appointment confirmation. The remaining outstanding fee will be charged on the day of treatment.
- Implant Surgery appointments require a deposit amount of $1000 to confirm your appointment due to the length of allocated treatment time.
- Orthodontic appointments require a deposit of $1000 or payment in full to begin your treatment.
- RCT (Root Canal Therapy) requires a deposit of $500 to confirm your appointment due to the length of allocated treatment time.
- Periodontal Treatment requires a deposit of $400 to confirm your appointment.
- Restoration (fillings) requires a deposit of $200 to confirm your appointment.
Please note that the deposit amount CONFIRMS your appointment. This allocated deposit will contribute to your overall treatment costs.
At Royal Dental Care, we understand that life happens. We do understand that illness, emergencies, and bad weather do occur. We ask that patients give as much notice as possible, if you cannot make your appointment. This way, we can tend to patients who are waiting for urgent care on our waiting list.
We appreciate your understanding and consideration for our booking & cancellation policy.
- Cancellation or rescheduling of an appointment with 24 hours or more notification will result in no charge.
- A failed appointment is an appointment that is cancelled/rescheduled without 24 hours’ notice or an appointment where a patient does not show up and will endeavour to assist you in rescheduling for a more suitable time.
- We do allow for one (1) broken appointment as a courtesy.
- Any additional failed appointments will be charged the full initial deposit and this payment will be forfeit.
- After two (2) failed appointments we may require a deposit of up to 100% that will be applied to your appointment, in order to reserve any further appointments.
- After three (3) failed appointments you risk being dismissed from the practice
- Orthodontic adjustment appointments are necessary for treatment. Failure to attend 2 or more appointments will result in an additional cost of $50
CDBS & GOVERNMENT VOUCHER, GAP FREE CHECK AND CLEAN CANCELLATION POLICY
2 or more cancellations on the above treatments (CDBS – Child Dental Benefit Schedule, Government Vouchers, Gap Free Check Up & Clean) without the appropriate time frame of 24 hours or more will result in a Failed to Attend fee of $50, which must be paid at the booking of your next appointment
Arriving late will decrease precious treatment minutes that have specifically allocated for you, as each appointment is scheduled long enough so that your Dentist is on time. If you arrive late, this causes further delays to other patients in the Dentist schedule. Due to this our policy is if you are late consecutively for 2 of your appointments, we will have to ask for a minimum deposit for your next treatment prior to your appointment.
SUNDAYS & PUBLIC HOLIDAY APPOINTMENTS & SURCHARGES
Due to the high demand for weekend appointments, please understand that for GAP FREE CHECK & CLEAN, Royal Dental Care reserves the right to charge a $45 surcharge GAP PAYMENT for the Sunday appointments only.
For appointments booked on Public Holidays, all patients will incur a 20% Public Holiday Surcharge in addition to their total treatment cost for their appointment.
We value the time that you spend with us and want to ensure that time is set aside specifically for your needs.
We have the booking deposit to limit the loss of time and appointments for other patients who may be in pain or discomfort.
RDC Payment Policy applies to all treatments. As per the policy, payments are to be made in full at the time of treatment. Implant & Sleep Dentistry appointments require a $1000.00 deposit at the time of booking.
Orthodontic treatments are to be paid in full prior to the conclusion of treatment.
- Please note: no deposits are required for the following: Free Consultations (Ortho, Denture, Implant, Veneers), NSW govt vouchers, CDBS, Gap Free Check UP & Clean (Health Fund Patients Only)
Interest of 15% will be charged if payment is not made in full on the completion of treatment.
Payment Facilities: CASH, EFTPOS, HICAPS, MEDIPASS, BANK TRANSFER
Health fund Claiming
If you have dental coverage through your health fund, we can claim electronically through HICAPS on your behalf to help obtain any reimbursement due to you.
However, we remind you that your specific policy is an agreement between you and your health fund. Please keep in mind that you are responsible for your total obligation should your insurance benefits result in less coverage than anticipated.
- GAP FREE T&Cs: RDC has a specific condition where your health fund must cover all items numbers for the gap to be waived.
Electronic HICAPS claiming must be on the same day the service is provided. If you are unable to produce your Health fund card you will need to pay the full account and then contact your health fund for your rebate.
Complex treatments such as tooth whitening, veneers, crowns, or dental implant fixture-supported prostheses can only be undertaken in individuals who have a mouth free of disease. Bite-wing x-rays taken within the last 6 months and an OPG x-ray taken within the last year at any clinic in conjunction with an oral examination with Royal Dental Care can be used to prove that there is no active dental disease.
We reserve the right to withdraw any treatment offer for any individuals who are unable or unwilling to comply with this condition.
The initial examination of a patient shall be considered ‘implied consent’ to that procedure based on the booking of an appointment, attendance, and the patient allowing the physical examination to occur. Any subsequent treatment shall require the patient to make an informed decision and consent to the treatment either verbally or in writing depending on the procedure and associated risks.
The dental practitioner who is to perform the treatment is responsible for the following informed consent process in line with the Dental Board of Australia’s Code of Conduct for Registered Health Practitioners.
A patient will be:
- Told (or receive information in some other way) what procedure is being proposed.
- Told (or receive information in some other way) about the possible risks and benefits of the treatment in a form or manner they can understand.
- Informed of the risks and benefits of all options
- Afforded the opportunity to ask questions and receive answers that meet with their satisfaction.
- Afforded sufficient time to discuss the plan with their family, carer, or advisor, especially for complex treatment plans.
- Fully informed of and comprehending the cost of treatment
- Able to use the information provided to them to help them make a decision they believe is in their best interest, in the absence of any coercion from the dental practitioner.
- Afforded the opportunity to communicate their decision to the dental practitioner either verbally or in writing.
Royal Dental Care requires all dental practitioners provide relevant documentation to the patient about the proposed treatment. The practice also requires dental practitioners to use their clinical judgement to determine where written consent is required from the patient and/or carer.
Dental practitioners shall consider additional considerations regarding guardianship arrangements for consent matters when dealing with vulnerable patients.
Sufficient detail is to be recorded in patient records to reflect the information provided to the patient is associated with their treatment options and the treatment plan, which is ultimately agreed upon.
Consent document templates are available within Core Practice management software.
Treatment plans are easily prepared using Core Practice software.
Informed consent documentation
All informed consent documentation used by the practitioners at Royal Dental Care is reviewed at regular intervals and any updates to these documents are designed to improve patient understanding and the quality of care provided.
A patient’s evaluation of the care received at our practice is an extremely important form of feedback that provides valuable information about the services we provide. We encourage patients to provide both positive and negative feedback.
All staff will be provided with training and support that will assist them to identify, report and appropriately respond to complaints and other negative feedback. At Royal Dental Care, this is classified three ways:
- Enquiries: low level matters where an explanation or clarification of circumstances satisfies or resolves the patient’s concerns. No further risk or future action against the dental practitioner or practice is indicated.
- Notification: a complication or incident that has not caused the patient to make any complaint or claim but has the potential to become a complaint or claim in the future. The dental practitioner involved will consult their professional association in these matters for guidance on handling the incident and whether notification to the professional indemnity insurer is required. The dental practitioner’s management of such complications or incident will be compatible with the practice’s open disclosure process.
- Complaint or Claim matters in which a patient, or person on behalf of the patient, has made a verbal or written complaint to the practitioner or to a statutory or legal body, regarding some element of treatment that has been provided by the dental practitioner to the patient. The dental practitioner involved will consult their professional association and their professional indemnity insurer prior to responding to the matter.
- In the event of a patient complaint, all staff at Royal Dental Care should use the following complaint handling policy:
Provide an open environment for a patient to share their dissatisfaction with us directly, whilst respecting the patient’s right to have a concern heard by an independent third party such as the Dental Board of Australia.
- Resolve the complaint at the lowest level possible
A patient will be required to place serious complaints or requests for refunds in writing.
Notification to and advice sought from professional associations and professional indemnity insurers is encouraged.
RDC Complaint Handling Process
RDC will acknowledge and respond in a timely manner, either verbally or in writing, in respect to the seriousness of the complaint. We aim to respond to all complaints within 7 days.
All complaints will be reported and reviewed by our Management Team.
Royal Dental Care expects responsibility for the management of practitioner related complaints will lie with the dental practitioner about whom the complaint is related. The dental practitioner involved will respond to the complaint upon receipt of advice from their professional association and/or their insurer.
The patient will be kept informed of action taken in response to their complaint.
Complaints Review Process
Royal Dental Care is committed to continuous improvement in safety and quality. The Management Team will analyse data/ feedback and act where required. Any review actions/outcomes will be communicated to staff. In addition, incidents and analysis of incidents are reviewed by the Management Team.
Refusal of Service
RDC reserves the right to refuse treatment to any patient in accordance with ADA Guidelines, stipulated in ADA Code of Ethics By-Law II. RDC refuses the right to treat any patient who verbally or physically offensive towards staff or practitioners. Appropriate authorities may be contacted.