Patient Guide

New Patients

Visiting a new dentist should feel easy, not intimidating. Your first appointment is designed to be relaxed, informative, and comfortable.

We’ll examine your teeth, gums, and overall oral health, take scans or images if needed, and discuss any findings. If treatment is required, we’ll explain your options so you can make informed decisions with confidence.

To ensure your visit runs smoothly, please arrive 10–15 minutes before your scheduled appointment.

Please bring the following:

• A completed new patient form (downloadable from our website or available at reception)
• Your ID, passport, or driver’s licence
• Your medical aid card

Your First Visit – Step by Step

Your first appointment is designed to help us understand your oral health and ensure you feel comfortable throughout your visit:

• A warm welcome and completion of any necessary forms
• A discussion of your medical history and concerns
• A comprehensive oral examination
• Digital scans or X-rays if required
• A clear explanation of findings
• A personalised treatment plan if needed

Treatments

Before any treatment, you will receive a clear treatment plan and estimate. We explain what to expect, each procedure, expected outcomes, limitations, and alternatives so you can make informed decisions.

Successful treatment is a partnership — following instructions, attending appointments, and communicating openly helps us achieve the best results.

Comfort & Anxiety

We understand that visiting the dentist can feel overwhelming for some patients. Our team takes a calm, gentle approach and will always explain each step before proceeding. Where needed, additional comfort options or sedation can be discussed.

Sedation

For patients — adults or children — who experience anxiety or require additional support during treatment, sedation may be recommended to ensure a calm and comfortable experience.

Sedation is provided in collaboration with a specialised medical sedation team and is carefully administered according to strict clinical protocols, with patient safety as the highest priority.

This approach allows selected dental procedures to be completed comfortably in a controlled clinical environment. Our team will guide you through suitability, preparation, and what to expect prior to your appointment.

Appointments

Appointments can be scheduled with reception via phone, email, WhatsApp, or in person. Availability depends on dentist and chair availability.

From time to time, unforeseen circumstances such as emergencies, equipment failure, or staff illness may require us to reschedule an appointment. Should this happen, we will contact you as soon as possible to arrange an alternative time.

Appointment length varies depending on the type of visit, but we will always let you know what to expect when booking.

Payments

Payment is due on the day of treatment unless otherwise agreed. Prepayment may be required if a patient has a history of missed appointments.

Medical Aid

We take special care to ensure your account is correct for medical aid submission. Should there be a dispute between you and your medical aid, we are happy to assist in verifying line items and treatment codes. However, we cannot be held responsible for non-payment or partial payment by your medical aid.

Please ensure you understand your medical aid policy, benefits, and coverage. Your relationship is with your medical aid provider — we assist with submission where possible.

Important: Not all treatments are covered by medical aids, as some procedures (for example cosmetic treatments like teeth whitening) may be considered elective.

Patient Conduct

We aim to provide a welcoming, safe, and professional environment for all our patients and staff. We ask that patients:

• Treat our team, other patients, and the clinic with respect and courtesy.

• Follow the studio’s policies regarding appointments, cancellations, and safety protocols.

• Refrain from aggressive, abusive, or disruptive behaviour.

The studio reserves the right to refuse treatment or limit future appointments if behaviour compromises the safety, comfort, or wellbeing of staff or other patients.

Feedback & Concerns

Your experience matters to us. If you have any concerns or feedback about your care, please speak to a member of our team directly. We are committed to resolving issues promptly.

We kindly ask that patients contact us first before posting online reviews so we have the opportunity to address concerns directly.