Our Policies

Our patient policies and fees explain how we manage emergencies, appointments, late arrivals and payment, so you know what to expect when you visit Toorak Village Dental Care.

Patient policies and fees in Toorak

Please read the information below before your visit, and call our team if you have any questions.
These patient policies and fees apply to all appointments, and we are happy to explain any of them before you book. For general information about dental care and what to expect from a dental practice, you can also visit the Australian Dental Association. If you have questions about costs, our payment plans page explains the options available.

Emergencies

We do our best to manage emergencies as soon as possible and we reserve time each day, to schedule patients who are in pain. Be aware that you might not always be able to see your preferred dentist in these circumstances.

 

Appointment policy

When you make an appointment at Toorak Village Dental Care, that time is reserved exclusively for you, dedicating our time and resources for your appointment.

If you need to cancel your appointment:

• Please call us on (03) 9827 5633

• We require a minimum of 24 hours’ notice.

Please advise us as soon as possible if you cannot attend an appointment. This allows us to offer your appointment to someone else who may need urgent treatment. Since we turn away other patients to hold your appointment, any missed appointments or cancellations with less than 24 hours’ notice may result in a cancellation charge.

If you need to cancel your appointment within 24 hours due to illness, we will gladly reschedule your appointment and waive the cancellation fee.

Due to the difficulty of filling last-minute cancellations, we respectfully request 24 hours’ notice. If this request is not fulfilled, a minimum $100 fee may apply for missed appointments or last-minute cancellations.

We also may take a deposit or charge the cost of the treatment upfront before making another appointment. This is only done if there are several cancellations. Please understand that we consider this a last resort, with the real motivating factor being our concern for the quality of service we are able to provide to you and to our other valued patients.

 

Late arrivals

In order to provide a fair and timely service to all of our patients, we require that patients, who have made a booking, arrive promptly for their appointment.

Arriving late will rob you of precious treatment minutes, as each session will be finished exactly on time as a courtesy to our next patient.

We fully understand that sometimes being late is outside of your control. We will always do our best to accommodate late arrivals by performing the most complete treatment possible in the time remaining.

If your appointment time becomes inconvenient for you, we are always happy to change it if you provide us with at least 24 hours’ notice. This allows us to schedule in a patient who may be in urgent need of care.

Unfortunately, arriving too late to perform the treatment may result in a cancellation charge.

 

Disabled access

Our practice is designed for wheelchair access.

If you let us know your requirements in advance we can schedule treatment times in our street level facilities and reserve car parking at the front entrance. Find our details on the contact page.

 

Payment terms

We realise that every person’s financial situation is different. For this reason, we provide a variety of payment options to help you receive the dental care you need and deserve. Dental treatment is an excellent investment in an individual’s health and self-esteem.

We are committed to providing you with quality dental care and to keeping you informed of treatment recommendations and financial obligations.

We require account settlement on the day of treatment, unless prior arrangements have been made with our Business Manager.

 

We accept:

Cash, cheque, credit card (American Express, Visa or MasterCard), and EFTPOS
Our Hicaps terminal enables you to claim the rebate from your Health Fund directly and pay the balance of treatment costs. The amount of rebate and all other health fund terms, conditions and agreements are strictly between you and your health fund.

Dishonoured cheques attract a bank charge which will be added to your account.

 

Our Privacy Policy

We collect and handle your personal and health information in line with the Australian Privacy Principles under the Privacy Act 1988 (Cth) and the Health Records Act 2001 (Vic). Our Privacy Policy explains what we collect, how we use and store it, and how you can ask to see or correct your information. Your dental records are kept confidential. If you have any questions about privacy, please contact us.

Personal dental records

Your dental records won't be forwarded to anyone else without your specific written consent.