PATIENT INFORMATION

Honour Health practices are modern, well decorated and welcoming, and are equipped with the latest technology to support our team in providing the highest possible standards of care for our patients.

Whether you’re thinking of joining Honour Health, or you’re an existing patient, you’ll find full details about how we run our practices listed below.

How do I become a patient at Honour Health?

The first step is to register with the reception team by contacting your chosen practice – Jesmond, Stanley or Ponteland. When you’ve registered your details with us, we’ll arrange an appointment for you and answer any queries you may have.

Find out the opening times and contact details of our Ponteland clinic here, our Stanley clinic here and our Jesmond clinic here

You can read about all of our clinicians here

How do I book an appointment?

• Call us. If you can’t reach us during particularly busy periods then please leave a message and we’ll come back to you as soon as we can
• Email our Jesmond, Ponteland or Stanley practices
• Online booking is available for our Jesmond and Ponteland practices 
• You can express a preference about which dentist you want to see, and we will do our best to meet your request. If you become a member of our Honour Health Club, you will see the dentist of your choice at a time to suit you. 

What happens next?

We will email you an appointment confirmation and will send you a reminder before your appointment. Please make sure we have your up to date phone number and email address.

When you provide us with your email address, we will send you a link to our Patient Portal three days prior to your appointment. The Patient Portal is securely linked to our dental software and enables you to access and update your medical history forms, oral health questionnaire and contact preferences in the comfort of your own home, before you visit the surgery. Find out more about we use your data here 

Before we undertake any treatment, we provide you with a written fee estimate and a written treatment plan.

NHS fees can be found here and private fees can be found under the ‘practices and fees’ section of this website (see the menu at the top of this page). 

We ask that you please arrive five minutes before your allocated appointment time. If you arrive late, we may not be able to see you, as we do require a set amount of time to carry out your appointment to the highest standard in safe conditions. 

 

How do I change or cancel my appointment?

We require you to call or email us at least 48 hours in advance of your appointment. This is so important, as it enables us to offer the appointment to others.

 

What if I miss my appointment?

If you cancel with less than 48 hours’ notice or fail to attend an appointment, then unfortunately:

• we may decline routine care in future
• any deposit you may have paid towards the appointment will be retained by us and will not be applicable to another appointment

How do I pay for my treatment?

• As a result of COVID-19, we are calling patients ahead of their appointments to take the appropriate payment by credit/debit card (Visa, MasterCard and Delta). Find out more about our COVID-19 protocol here

• For certain treatments and consultations, a deposit will payable at the time of booking your appointment, to secure your space

Do you offer interest free credit?

Yes we do. Interest free credit is available for treatments costing over £350. Find out more here

Do you offer a monthly membership plan?

 Yes we do. Our private membership plan, the Honour Health Club, features a range of benefits. Members pay a monthly fee in return for two dental health assessments per year, a minimum of two hygienist appointments per year, up to 10% off treatments, worldwide dental insurance and more. Find out further details here

How do you protect my personal data?

Only members of staff have access to patient information and we have a strict confidentiality and data protection policy. Please see our Patient Privacy Notice here for more information.

What about emergency appointments?

We will try to see registered patients on the same day if you’re in pain, have a swelling, are bleeding or have lost a front tooth.

Should you have a dental emergency outside of practice opening hours, please call NHS 111.

How do I provide feedback?

If you’d like to provide any feedback about your experience with us, we would love to hear from you. Please contact our principal dentist Onkar Dhanoya on 0191 281 3913 or email onkar@honourhealth.co.uk

We have a procedure that aims to resolve any problems to your complete satisfaction. You can read a copy of our complaints policy here. 

Should you wish to contact NHS England regarding NHS care at our Jesmond or Stanley practices:

Tel: 0300 311 22 33
Email: england.contactus@nhs.net
Post: NHS England, PO Box 16738, Redditch, B97 9PT

To contact the Dental Complaints Service regarding private care at any of our practices:

Tel: 02082530800
Email: info@dentalcomplaints.org.uk
Post: Dental Complaints Service, Stephenson House,

2 Cherry Orchard Road, Croydon, CR0 6BA.

Our practices are registered with the Care Quality Commission (CQC), the independent regulator of all health and social care services in England. Full details and copies of our inspection reports can be found at www.cqc.org.uk (please search for Honour Health).

All of our dental care professionals are registered with the General Dental Council. Full details of their registrations can be found at www.gdc-uk.org (please search by the name of the professional).

How about accessibility?

All our practices have wheelchair-accessible surgeries and disabled toilets situated on the ground floor.

If you do have any disability that you think we need to know about, please call us before your appointment and we will do our best to put suitable arrangements in place to accommodate your needs.

Bariatric Patients Notice

A polite notice to all of our patients at Honour Health,

The limit for most standard dental chairs is 135kg, and allowances such as referral to specialist dental services might need to be made to safely treat patients whose weight exceeds this.

In line with NHS guidance regarding bariatric patients and the steps that we should be taking to ensure the health and safety of both patients and staff within the practice, referral to specialist community NHS dental services may be required.

As advised by the Dental Defence Union (DDU), using any equipment outside of the limits and recommendations of the manufacturer may invalidate both public and employee liability insurance. This means that as individuals and as a practice, we are not insured to see any patient whose weight exceeds 135kg. As a practice we aim to provide the highest level of care, and we are not equipped to do so in cases of patient weight over 135Kg.

Under the Unfair Contractual Terms Act 1977, liability cannot be avoided, even if the patient is informed of and voluntarily accepts the risk, therefore we cannot treat patients who exceed the weight limits for our chairs at Honour Health, even if they would like to be seen. 

Because of this, if your weight is in excess of 135kg, please let us know prior to your appointment, preferably when booking your appointment, so that necessary arrangements can be made on your behalf. This will usually involve a referral to a specialist unit.

Thank you for your understanding in this sensitive matter.

Access to information

If you would like access to your patient records, full details about this process can be found in our Patient Privacy Notice here

For other queries relating to requesting information from the practice (for example, if you would like to access information on behalf of another person, or if you would like to submit a freedom of information request), please read our Access to Information policy here