Patient rights and consent

The right to clear information

Before you agree to any treatment, your dentist will explain, in a language you understand:

• what they found and what it means (your diagnosis),
• the treatment options, including simpler ones and doing nothing,
• what each option involves and the likely result,
• the expected cost and what it includes,
• the risks of each option, and the risks of saying no.

You can ask questions at any point. If you do not understand, ask us to explain again. You can also bring someone with you.

You also have the right to know which services we offer, our opening hours, which dentist will see you and roughly how long and how much your care will take. Our prices page shows prices with the date they were set. If it ever differs from the price list at the clinic, the clinic’s current list applies.

The right to consent, or to say no

No treatment starts without your consent.

• For checkups and simple treatment, your dentist will explain and ask for your agreement.
• For surgery of any kind, such as surgical tooth removal or implants, and for sedation or general anaesthesia, we ask you to sign a written consent form.
• Before invasive procedures, the Nepal Medical Council’s Code of Ethics requires written consent, and we ask for it each time.

You may refuse any treatment, or stop at any point. Your dentist will explain what refusing may mean, and your decision is written in your record.

Children and young people

• Under 16: a parent or guardian gives consent to treatment.
• Under 18: a parent or guardian gives consent before any of the young person’s information is collected or shared. We never publish photos or details of children for marketing.

We will still explain things to your child in words they understand, and listen to what they say.

The right to privacy

What you tell us and what we find is confidential. We share it only with the people involved in your care, or when the law or a court order requires it. We will not show or publish your health details or photos without your written consent.

You can ask for a copy of your dental records. We keep them for at least 5 years from your last visit, as the Nepal Medical Council’s Code of Ethics requires. Our privacy policy explains how we handle the information you give us online.

The right to fair treatment

You have the right to be treated with respect and without discrimination.

If we cannot give the care you need, we will tell you and refer you to a place that can.

The right to know the cost and get a receipt

• We tell you the expected cost before treatment starts.
• If the plan changes during treatment, we explain why and what it will cost before going ahead.
• You get a bill or receipt for every payment.

How to make a complaint

We want to hear if something went wrong. Most problems can be sorted out by talking.

1. Talk to us. Speak to your dentist or the front desk, or reach us through our contact page.
2. Put it in writing. If you are still unhappy, give a written complaint to the head of the clinic. We will look into it and reply.
3. Go outside the clinic if you are not satisfied:
   • about a dentist’s professional conduct: the Nepal Medical Council grievance page,
   • about prices, bills or service as a consumer: the Department of Commerce, Supply and Consumer Protection,
   • about the clinic’s licence or standards: the Bagmati Province Ministry of Health.

Making a complaint will not affect the care you receive from us.

What we ask of you

To help us care for you safely, please:

• tell us about your health, medicines and allergies honestly, including any changes,
• follow the aftercare advice your dentist gives, or tell us if you cannot,
• let us know if you need to cancel or will be late,
• treat our staff and other patients with respect.