We understand that your time is valuable, so we strive to provide prompt and reliable service. The following appointment systems and policies have been established to help us to achieve these goals:

Upon Arrival

Please notify us of your arrival via the computer check-in system (or by speaking to our receptionist).

Appointment Cancellations

If you are unable to attend your scheduled appointment please phone the practice as soon as you are able so that an alternative arrangement can be made. Please note, that the more notice is given, the more likely you will be able to find a time that best suits you without any need to delay treatment. We understand that cancellations at late notice are sometimes unavoidable – however popular appointment times are usually booked in advance. To minimise inconvenience, you are advised to keep your original booking.

Late Arrival

If you arrive late for an appointment (but still within your scheduled time) please report to our receptionist upon arrival (rather than using the computer check-in) and we will advise you if some of the scheduled work can still go ahead.

Very Late Arrival

If you arrive after your appointment time has lapsed we will need to reschedule the appointment (in order to avoid inconveniencing patients who have subsequent appointments scheduled).

Before and After School Appointments

We understand that most patients have obligations during the day. To ensure the majority of your appointments are before or after school (or early or late in your work day), we reserve the mornings and afternoons for the most common and short type of appointment – checks and adjustments. The majority of your appointments will be able to be scheduled within these times. During the middle of the day we see fewer patients but generally for longer appointments, such as fitting and removal of braces, or more complex adjustments. We are happy to provide you with a medical certificate for work or school.


Braces breakages should not occur if diet and other care instructions have been followed. Unfortunately breakages almost always require us to step back to a lighter braces wire and will delay treatment progress. In the event of a breakage please contact us, as a repair appointment will probably be required. A repair appointment is a complex adjustment and not able to be scheduled early or late in the day.