– How we run our clinic,
and why.
A few simple things keep every visit safe, private and on time, for your family and everyone else's. Here's what to expect, and the reasons behind each one.
Can parents and caregivers come into the treatment area?
Our clinic uses partitioned open treatment bays, so several patients are cared for in the same space. To keep every patient safe and to protect their privacy, only patients come through to the bays, while parents and caregivers relax in our waiting area, always just nearby. Most children quickly come to love the independence.
If you or your child need someone with you, a Registered Chaperone of your choosing can attend during our quieter times, typically 11am to 1pm; just ask our team and we'll arrange it. And if that doesn't suit your family's needs, talk to us, we'll help you find the arrangement, or the provider, that genuinely fits best.
What if the patient is unwell or has a cold sore?
Working inside the mouth means illness spreads easily, and treating over an active cold sore can make it much worse and risk spreading it. So if there are cold or flu symptoms, or a visible lip lesion that looks like a cold sore, please call us and we'll happily reschedule.
If symptoms or a lesion are present on the day, we won't be able to treat until everything has fully healed, for your sake and everyone else's.
Do we need to brush before every appointment?
Yes please. Clean teeth and gums let us see clearly and work precisely, which means better, faster appointments. Brush at home, school or work right before you come in.
If teeth arrive with significant plaque we may need to reschedule, since we can't do our best work, or protect the teeth properly, through it.
What happens if brackets break or come loose?
Hard, sticky and crunchy foods are the main culprits, so braces wearers should steer well clear of them. The occasional breakage happens, and we'll fix it.
If breakages become frequent (more than 8 brackets over the course of treatment), a repair fee applies as set out in your treatment plan, because repeated repairs add appointments and slow your result down.
What if we're running late or miss an appointment?
We work hard to run on time, every time, because your time matters. If you arrive more than 5 minutes late, we may need to fit you in later in the day or reschedule, so families who arrived on time aren't delayed.
If an appointment is missed without letting us know, we'll reschedule it and a fee may apply. A quick call is all it takes if your plans change.
Can we film or take photos in the clinic?
We love that you want to capture the journey, and we'll happily celebrate the big moments with you. But our clinic is a shared space, and other patients and staff have the right not to appear in anyone's photos or videos, so we ask that no filming or photography happens in the clinic.
For everyone's safety, security cameras record video and audio in the clinic at all times.
These simple courtesies are how we keep the clinic calm, safe and running on time for every family. If anything here raises a question about your situation, just call us on (09) 520 1880, we're always happy to talk it through.
Ready when you are
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