Practice Policies

At Emergency Dental Clinic, we are committed to providing patients with a high standard of dental care in a professional, safe and welcoming environment. To help ensure that your experience runs as smoothly as possible, we ask all patients to familiarise themselves with the following practice policies.

These policies explain what you can expect from our team and what we ask of our patients when attending appointments or using our services.

If you have any questions about these policies, please contact our team on 01 525 3990 or by email at hello@smilehub.ie.

1. Emergency Dental Appointments and Waiting Times

As an emergency dental clinic, we sometimes need to prioritise patients according to their clinical needs and the dentist’s duty of care.

Although we make every effort to see patients as promptly as possible, waiting times for emergency appointments cannot always be guaranteed. An urgent clinical situation may require a dentist to spend additional time with another patient, which can result in delays to scheduled appointments.

In some circumstances, an appointment may need to be moved to another time or reassigned to another available dentist to ensure patient safety and appropriate care.

We appreciate your patience and understanding when these situations arise.

2. Appointment Allocation and Your Treating Dentist

Due to the nature of emergency dentistry, we cannot guarantee that you will be seen by a particular dentist or by the dentist you originally requested when booking.

Your appointment may be allocated to another suitably available dentist depending on clinical requirements, staff availability and the needs of other patients.

You may not always receive advance notice of a change in the dentist attending your appointment.

3. Late Arrivals

We ask patients to arrive on time for their appointments.

If you expect to be late, please contact the clinic as soon as possible. Patients arriving more than 10 minutes late may need to have their appointment rescheduled, depending on the clinical schedule and availability.

If you arrive more than 15 minutes late without having contacted the clinic, your appointment may be treated as a failure to attend. Any applicable cancellation or non-attendance fee may then apply.

4. Accompanying Persons

To maintain patient privacy and allow our clinical team to work safely, adult patients should normally attend appointments unaccompanied.

Any accompanying adult will generally be asked to remain in the reception area unless the treating clinician considers their presence clinically necessary or an accommodation is reasonably required.

For patients under 18 years of age, one parent or legal guardian may normally accompany the patient into the clinical area, unless the treating clinician determines otherwise.

If a patient or accompanying person does not comply with these arrangements, the appointment may be postponed or ended.

Please speak to our team before your appointment if you have a particular accessibility, support or accompaniment requirement.

5. Patient Records and Requests for Information

Patients may request access to their dental records by submitting a written request to the clinic.

Requests should be sent to hello@smilehub.ie and should clearly identify the patient and the records being requested.

For confidentiality and data protection purposes, records will ordinarily be provided directly to the patient or, where appropriate, to their designated parent or legal guardian. We may need to verify identity and authority before releasing any information.

6. Treatment Planning

Where treatment is recommended following a consultation, your dentist will explain the proposed treatment and discuss the available options with you.

A treatment plan may be provided for you to review and sign to confirm that the proposed treatment and options have been explained.

If a treatment plan needs to change because of new clinical or radiographic findings, your dentist will discuss the relevant findings and proposed changes with you.

Unless otherwise stated, a treatment plan is valid for 30 days from the date of the consultation. If you have any questions about your treatment plan, please contact the clinic before your next scheduled appointment.

The dentist providing your treatment is responsible for the clinical care they deliver. Where dentists work on a self-employed basis, responsibility for their professional clinical decisions rests with the treating dentist, subject to applicable professional and legal obligations.

7. Clinical Advice

Information provided on our website is intended for general information only. It should not be treated as individual dental advice or as a substitute for a clinical examination.

For the health and safety of our patients, we cannot provide a diagnosis or individual clinical advice through telephone calls, emails, text messages or social media.

Clinical advice can only be provided by an appropriately qualified dental professional following an appropriate clinical assessment.

Prescriptions, where issued, will be sent directly to the patient by email or post where appropriate. We do not send prescriptions directly to a patient’s pharmacist or pharmacy.

8. Dental Emergencies and Duty of Care

Emergency dental appointments are managed according to clinical need and the availability of the dental team.

A patient with an urgent condition may need to be prioritised over another patient who has already arrived or has a scheduled appointment. This may result in waiting times or appointment changes.

Our team will make reasonable efforts to keep patients informed when delays occur.

9. Patient Behaviour and Zero-Tolerance Policy

We are committed to maintaining a safe and respectful environment for patients, visitors and staff.

Abusive, threatening, intimidating or violent behaviour towards any member of our team or another patient will not be tolerated.

Where such behaviour occurs, we reserve the right to end an appointment, refuse further non-emergency care or take steps to end the patient relationship, subject to applicable professional and legal obligations.

In serious circumstances, the matter may be reported to the appropriate authorities.

10. Damage to Clothing and Personal Belongings

Although our team takes care during dental procedures, dental materials and clinical substances may occasionally come into contact with a patient’s clothing or personal belongings.

Patients should avoid wearing clothing that they would be particularly concerned about staining or damaging during treatment.

The clinic cannot guarantee that clothing or personal belongings will remain unaffected during dental procedures.

11. PRSI and VHI Eligibility Verification

Where applicable, by attending an appointment you authorise the clinic to check and process relevant PRSI and/or VHI eligibility and benefit information for the purpose of assessing entitlement to dental benefits, administering treatment and processing associated claims or approvals.

Eligibility, benefit levels and payment decisions are determined by the relevant third-party provider or scheme administrator. The clinic cannot guarantee that a particular treatment or appointment will be covered.

If a claim is declined, if you are not eligible, or if the available benefit does not cover the full cost, you remain responsible for paying the applicable private fee.

Private fees will not automatically be converted into scheme-funded treatment or refunded because eligibility or approval is established at a later date.

12. Consent to Treatment and Communications

Before treatment, your dentist will explain the proposed procedure, relevant risks and available alternatives. Certain treatments may require a separate written consent form.

Patients may be contacted by telephone, text message or email for appointment administration, confirmations, reminders and other relevant practice communications.

Patients under 18 years of age should attend with a parent or legal guardian where required for consent and treatment arrangements.

Patients may opt out of non-essential correspondence or marketing communications by contacting the clinic in writing.

13. Fees and Payment Policy

Our fees are available from the clinic and may be discussed with you before treatment begins.

An estimate of costs will be provided where appropriate. The final fee may depend on the treatment required and any additional clinical findings.

The following payment arrangements may apply:

• Deposits may be required to secure certain appointments or treatment bookings.
• Deposits are non-refundable, subject to applicable consumer rights and legal requirements.
• Prepayment may be required for certain treatments.
• Any outstanding balance must be settled before further appointments are arranged, unless an alternative arrangement has been agreed with the clinic.
• Payments may be made by cash or card.
• Cheques are not accepted.
• Laboratory fees may be payable at the impression stage where applicable.
• Sedation treatment fees must be paid before the appointment.
• Where a time-based deposit applies, the amount will be explained at the time of booking.
• If you are unable to meet the required payment arrangements, the clinic may need to reschedule your appointment.

Where finance or instalment arrangements are offered, the applicable provider’s terms and conditions will apply. Patients using Humm finance may be required to attend approximately one hour before their appointment to complete the relevant arrangements.

Where VHI Dental Pay, Laya, Garda Medical or DeCare arrangements are used, the patient may be required to pay the clinic directly and seek reimbursement from the relevant provider. Reimbursement is subject to that provider’s rules and approval.

14. Orthodontic Treatment Payments

Where orthodontic treatment, including clear braces or Invisalign aligners, is provided, the following payment arrangements may apply:

• 50% of the outstanding orthodontic balance must be paid before treatment commences.
• The remaining balance must be paid before the final braces wire or final Invisalign aligners are provided.
• Patients must pay a minimum of €500 towards their outstanding orthodontic balance at each appointment.

The applicable payment arrangements will be explained as part of the treatment planning process.

15. Dental Hygiene Appointments

Dental hygiene appointments are subject to clinical suitability and availability.

Existing patients should have attended a dental examination with a dentist within the preceding 12 months before booking a hygiene appointment.

Hygiene appointment fees start from €100. The applicable fee will be confirmed when booking.

16. Refund Processing Policy

A patient requesting a refund must complete and return the clinic’s Refund Authorisation Form before a refund can be processed.

The form must be completed in full, signed and accompanied by any information reasonably required to verify the patient’s identity, the amount requested and the payment details.

Incomplete, unsigned or altered forms may be returned and will not be treated as valid refund requests.

The form is used to help ensure that refunds are made to the correct person and payment method, to maintain accurate financial records and to reduce the risk of error or fraudulent requests.

Once a valid and complete form has been received, please allow up to four weeks for the refund to be processed.

We may need to delay processing where information is missing, inconsistent or requires verification, or where there is a dispute concerning the payment or refund.

A refund request will remain pending until the required information and documentation have been provided.

Nothing in this policy affects any statutory rights you may have under applicable consumer or other legislation.

17. Removable Dental Appliances

The clinic does not cover the cost of repairs to removable dental appliances unless this has been expressly agreed in writing or is required by applicable law.

Patients are responsible for taking appropriate care of removable appliances and following the instructions provided by their dental professional.

18. Cancellation and Missed Appointment Policy

We ask patients to provide at least 24 hours’ notice if they need to cancel or reschedule an appointment.

Where an appointment is cancelled with at least 24 hours’ notice, no late cancellation fee will ordinarily apply.

A €100 fee will automatically apply to appointments cancelled with less than 24 hours’ notice or where a patient does not attend their scheduled appointment.

Any applicable fee must be paid before a further appointment is arranged.

Where a patient has paid the late cancellation or non-attendance fee and subsequently cancels a rearranged appointment with more than 24 hours’ notice, the payment will be returned.

Please contact the clinic as soon as possible if you need to change an appointment.

19. Patient Medical History and Personal Details

Patients must provide accurate and complete information about their medical history, current medication, allergies and any other relevant health information.

It is important that you tell your dentist about any changes to your health or medication before treatment takes place.

Patients should also keep their contact details up to date, including their telephone number, email address and postal address.

Providing accurate information helps our dental team assess your needs and plan treatment appropriately.

20. Treatment Risks and Informed Consent

Before proceeding with treatment, your dentist will explain the diagnosis, proposed treatment, expected benefits, material risks and potential complications, as well as reasonable alternatives, including the option of no treatment where appropriate.

You will have an opportunity to ask questions and discuss any concerns before deciding whether to proceed.

Dental treatment outcomes can be affected by many factors, including:

• Individual biology and healing response.
• General health and medical conditions.
• Dental anatomy and the condition of the teeth and surrounding tissues.
• Oral hygiene and compliance with aftercare instructions.
• Lifestyle factors.
• Existing or developing dental disease.
• Unexpected clinical or radiographic findings.

Although we aim to achieve the best possible outcome, no specific treatment result can be guaranteed.

Following further examination or treatment, your dentist may recommend a change to the original plan, additional treatment or referral to another healthcare professional where clinically appropriate.

21. Data Protection and Confidentiality

We take the privacy and confidentiality of patient information seriously.

Personal information is collected and used for purposes connected with providing dental care, managing appointments, maintaining patient records, administering the clinic and meeting relevant legal and professional obligations.

Patient information may include contact details, medical history, dental records, clinical notes, radiographs, photographs, treatment information and communications with the clinic.

Patient records are held in secure systems, and access is restricted to authorised personnel who require the information for their work.

Members of our team are expected to respect patient confidentiality and handle personal information appropriately.

We may use authorised service providers to support the operation of the clinic. Where a third-party provider processes personal information on our behalf, appropriate arrangements should be in place to protect that information. This includes the use of Linda AI as described in the dedicated policy below.

We do not sell patient personal information.

Patients may request access to their records or exercise applicable data protection rights by contacting the clinic in writing.

Our processing of personal data is governed by the General Data Protection Regulation (EU) 2016/679 (GDPR), the Data Protection Act 2018 and other applicable data protection requirements.

22. Retention of Dental Records

Adult dental records are retained for at least eight years from the patient’s last attendance, and for longer where clinically indicated or where retention is required for legal, regulatory or other legitimate reasons.

Records may include clinical notes, radiographs, photographs, correspondence and other information relating to a patient’s care.

23. Copyright and Intellectual Property

The content, branding, logos, images and other materials displayed on this website are protected by applicable intellectual property laws.

Unless otherwise stated, these materials belong to Emergency Dental Clinic or are used with permission.

No content may be copied, reproduced, distributed or used for commercial purposes without prior written permission.

24. Use of Patient Images and X-rays

Photographs, dental images and X-rays may be used for clinical records and treatment-related purposes.

Where the clinic wishes to use patient images or X-rays for marketing, educational or promotional purposes, prior permission will be requested.

A patient’s identity will not be disclosed in such material without the appropriate permission.

Patients may refuse permission for marketing or educational use of their images. Refusing permission will not affect their access to dental care.

25. Contact and Appointment Reminders

We may contact patients by telephone, email or text message for appointment confirmations, reminders, changes to appointments and other communications relevant to their care.

Patients may ask to stop receiving non-essential reminders or marketing communications by contacting the clinic.

Please ensure that your contact details are accurate so that important appointment information can reach you.

26. Complaints Policy

We aim to provide a professional and positive experience for every patient. If you are unhappy with any aspect of our service, we encourage you to let us know so that the matter can be reviewed.

Complaints should be submitted in writing to the Senior Administrator at:
Email: hello@smilehub.ie

Please include your name, contact details, relevant appointment information and a clear description of your concern.

We will acknowledge receipt of your complaint in writing, normally within five working days. A copy of the complaints procedure may be provided where appropriate.

We will review the matter and aim to provide a response within a reasonable timeframe. We generally aim to resolve complaints within three weeks, although more complex matters may take longer.

Where a complaint relates to clinical treatment, it may be referred to the treating dentist for a response. The clinic may assist with communication and the complaints process, but the treating dental professional remains responsible for their own clinical decisions and care.

If a complaint cannot be resolved directly with the clinic, patients may contact the Dental Complaints Resolution Service:
Contact: Mary Culliton
Email: mary@dentalcomplaints.ie

27. Complaints Handling Procedure

When a written complaint is received, the clinic will ordinarily:

• Acknowledge receipt of the complaint in writing.
• Provide information about the complaints procedure where appropriate.
• Review the details and make reasonable enquiries.
• Refer clinical matters to the treating dentist where necessary.
• Provide a written response within a reasonable timeframe.
• Keep an appropriate record of the complaint and its handling.

We aim to deal with complaints fairly, respectfully and as promptly as possible.

28. Promotions, Competitions and Special Offers

Promotions, competitions and special offers may be subject to specific terms and conditions.

Unless stated otherwise:

• Offers are available to private-paying patients only and cannot be combined with PRSI or insurance benefits.
• Offers are non-refundable and cannot be exchanged for cash.
• Participants must be at least 18 years old.
• Only one offer may be used per patient.
• Offers are subject to appointment availability.
• Offers may be changed or withdrawn.
• There is no cash alternative.
• Winners may be selected at random or announced through the clinic’s social media channels.
• The clinic’s decision regarding the administration of a promotion or competition is final, subject to applicable law.
• Winners may be asked for permission to use their name in promotional announcements.
• Certain treatments, including aesthetic dentistry, may be excluded from discounts or promotional offers.

Each promotion may have additional conditions, which will be made available when the offer is advertised.

Promotions and competitions are governed by the laws of Ireland.

29. Website Information and Disclaimer

The information provided on this website is intended for general information purposes only.

It does not constitute individual dental advice, diagnosis or a treatment recommendation. Each patient’s circumstances are different, and appropriate advice can only be provided following an individual clinical assessment.

You should not rely on website content as a substitute for consulting a qualified dental professional.

The clinic makes reasonable efforts to keep website information accurate and up to date but does not guarantee that all information will always be complete, current or free from errors.

Nothing on this website is intended to exclude or restrict any rights that cannot lawfully be excluded or restricted.

30. Privacy Policy

We respect the privacy of patients and visitors to our website.

Personal information is collected where necessary to respond to enquiries, arrange appointments, provide dental services, maintain patient records and administer the clinic.

Information may include your name, contact details, demographic information, medical and dental information, appointment details, communications with the clinic and information you choose to provide through forms, surveys or other interactions.

We may use personal information to:

• Maintain accurate patient records.
• Provide and administer dental services.
• Respond to enquiries and requests.
• Arrange, confirm and manage appointments.
• Send relevant appointment reminders and service communications.
• Administer payments and relevant claims.
• Improve our services and website.
• Send marketing communications where permitted and where the appropriate requirements have been met.

Access to patient information is restricted to authorised members of the dental and administrative team where access is required for their role.

We may use third-party service providers to support our administrative and communication systems. Such providers may process personal information on our behalf and in accordance with the relevant data protection arrangements. This includes Linda AI, as described in the section below.

We take appropriate steps to protect personal information against unauthorised access, loss, misuse or disclosure.

Patients may opt out of marketing communications at any time by contacting the clinic. This does not affect communications necessary for the administration of appointments or the provision of care.

We process personal information in accordance with the GDPR, the Data Protection Act 2018 and other applicable data protection legislation.

31. Links to Other Websites

Our website may contain links to external websites for information or convenience.

We are not responsible for the content, privacy practices, security or operation of websites operated by other organisations.

If you visit an external website, you should review its own terms and privacy policy.

32. CCTV and Telephone Recording Policy

CCTV cameras and telephone recording systems may be used at the clinic for purposes including:

• Protecting the safety and security of patients, visitors and staff.
• Deterring and investigating crime.
• Supporting the security of clinic premises.
• Training and quality monitoring.
• Reviewing complaints or incidents.
• Maintaining the safe operation of the clinic.

Appropriate notices will be displayed to inform visitors where CCTV is in operation. Callers will be informed where telephone calls are recorded.

Data Controller: Emergency Dental Clinic
Data Protection Officer: [Insert confirmed name and contact details]
Practice address: Bayside Medical Centre, Bayside Shopping Centre, Sutton, Dublin 13, D13 W2K1
Email: hello@smilehub.ie

CCTV cameras may be located in designated areas of the clinic, including dental surgeries, the waiting room, decontamination room, OPG X-ray room and adjoining corridors, where applicable.

Telephone calls to and from the clinic may be recorded.

Recordings are held on secure systems. Access is restricted to authorised personnel and protected by appropriate security measures, including password protection where applicable.

Footage and recordings are retained only for as long as necessary for the purposes for which they were collected, subject to applicable legal requirements.

Requests for access to CCTV footage or telephone recordings will be considered in accordance with applicable data protection law. Information may be disclosed to An Garda Síochána or another authorised body where there is a lawful basis to do so.

We will assess requests for access or disclosure on a case-by-case basis, taking account of the rights and privacy of other individuals.

33. Social Media Policy

We welcome appropriate comments, questions and feedback through our social media channels.

To maintain a respectful and safe online environment, users must not:

• Post private or confidential patient information.
• Publish abusive, threatening, discriminatory or defamatory material.
• Harass or intimidate other users or members of staff.
• Post spam, malicious links or viruses.
• Attempt to gain unauthorised access to our accounts or systems.
• Use our social media pages for unlawful or inappropriate purposes.

We reserve the right to remove content or restrict users who breach these rules, subject to applicable platform policies and law.

Our social media accounts may be managed by authorised staff or service providers.

Comments and opinions posted by users are their own and do not necessarily represent the views of Emergency Dental Clinic.

Social media platforms operate independently and are subject to their own terms, conditions and privacy policies.

Please do not use social media to share sensitive medical information or to seek urgent clinical advice. Contact the clinic directly for appointment or patient-care enquiries.

34. Cookies

Cookies are small text files that may be stored on your device when you visit a website.

Our website may use cookies and similar technologies to help the website operate, improve its performance and understand how visitors use it.

Cookies may be used for purposes including:

• Essential functionality: supporting the operation and basic features of the website.
• Performance and analytics: helping us understand website traffic and improve the visitor experience.
• Social media and external content: enabling features or content provided by third-party platforms.

You can manage cookies through your browser settings. Disabling certain cookies may affect how parts of the website function.

Where required, consent will be requested before non-essential cookies are used.

35. Infection Prevention and Control

The clinic follows appropriate infection prevention and control procedures to support the safety of patients, visitors and staff.

Patients may be asked to follow relevant instructions provided by the clinic before or during an appointment.

Any additional infection-control arrangements that apply at a particular time will be communicated by the clinic.

36. Use of Linda AI and Patient Data Processing Policy

36.1 Use of Linda AI

Emergency Dental Clinic uses an external third-party AI-assisted patient communication system called Linda AI.

Linda AI is an artificial intelligence-powered patient communication and receptionist platform. It may assist the clinic with patient communications and administrative tasks, including appointment scheduling, appointment confirmations, recalls, cancellations, patient enquiries, call handling and message taking.

The system is used to support the clinic’s administrative and patient communication functions.

36.2 Processing of Personal Data

By contacting, booking with, attending, consulting with or receiving treatment from the clinic, patients acknowledge that Linda AI may be used as part of the clinic’s patient communication and administrative systems.

In performing these functions, Linda AI may process personal data and, where relevant, special category personal data, including health-related information.

The information processed may include:

• Patient names and contact details.
• Appointment information.
• Communications with the clinic.
• Information received through telephone calls, voicemail, text messages, emails, website enquiries, WhatsApp messages and online bookings.
• Limited health-related information relevant to appointment scheduling, treatment planning and patient management.
• Information held within the clinic’s practice management software where required to provide administrative services.

Information may be collected, recorded, transcribed, analysed, stored, transmitted and otherwise processed for the purposes of legitimate clinic administration, patient communication, appointment management and the delivery of healthcare services.

36.3 Data Controller and Data Processor

Emergency Dental Clinic remains the Data Controller in respect of patient personal data.

Linda AI acts as a Data Processor, or as an authorised sub-processor where applicable, and processes personal data on behalf of the clinic.

Linda AI is required to process information only in accordance with the clinic’s documented instructions and the applicable data protection requirements.

The use of Linda AI does not transfer ownership or control of patient data away from the clinic.

36.4 Lawful Basis for Processing

The clinic processes personal data in accordance with the General Data Protection Regulation (EU) 2016/679 (GDPR), the Data Protection Act 2018 and applicable Irish healthcare and data protection requirements.

Depending on the circumstances, the lawful bases for processing may include:

• The provision of healthcare services.
• The management of healthcare systems and services.
• Compliance with legal and regulatory obligations.
• The clinic’s legitimate interests in operating efficient patient communication and administrative systems.
• Additional consent where consent is required by law.

Where health-related information is processed, the clinic relies on an applicable condition under Article 9 of the GDPR.

36.5 Patient Acknowledgement

Patients acknowledge that:

• The clinic uses Linda AI as part of its patient communication and administrative systems.
• Certain communications may be handled, recorded, transcribed or otherwise processed through the system.
• Relevant personal information may be processed for healthcare administration and appointment management.
• Linda AI is an administrative and communication support system.
• Linda AI does not replace the professional clinical judgement of a dentist or other treating dental professional.
• Clinical decisions and treatment decisions remain the responsibility of the treating dentist or dental team.

36.6 Data Security and Confidentiality

The clinic expects third-party service providers, including Linda AI, to maintain appropriate technical and organisational security measures designed to protect personal information against unauthorised access, disclosure, alteration, loss or misuse.

Confidentiality obligations apply to the handling of patient information.

The clinic remains responsible for its role as Data Controller and for ensuring that personal data is handled in accordance with applicable data protection requirements.

36.7 Patient Rights

Patients retain their rights under applicable data protection legislation.

Depending on the circumstances, these rights may include:

• The right to request access to personal data.
• The right to request correction of inaccurate or incomplete information.
• The right to request restriction of processing.
• The right to object to certain processing.
• The right to request erasure where applicable.

Patients wishing to exercise their data protection rights or ask questions about the use of Linda AI may contact the clinic at hello@smilehub.ie.

Contact Us

If you have any questions about these practice policies, please contact Emergency Dental Clinic.

Telephone: 01 525 3990
Email: hello@smilehub.ie
Address: Bayside Medical Centre, Bayside Shopping Centre, Sutton, Dublin 13, D13 W2K1

We appreciate your cooperation and thank you for choosing Emergency Dental Clinic.