NPD Clinic Policy

New Patients Welcome!

New patients who have not seen a dentist for more than 5 years or patients with multiple dental concerns are recommended to have a complete dental exam and x-rays with our dentists, to ensure that all existing dental conditions are captured, followed by comprehensive dental hygiene sessions to bring the oral health up to date.
Emergency patients who have a specific concern can choose to see the dentist for their specific concern or for a complete dental examination.
Patients who have seen other dentists in the past 3 years with a history of regular dental care can choose to opt in for a limited new patient exam, and have their most recent x-ray transferred to us if they were taken within 12 months. We might need to take additional x-rays if the transferred x-ray record is incomplete.
Dental implant patients are required to have an implant consult prior to the implant treatment to determine eligibility. Some conditions might prevent a patient from qualifying for proper dental implant care, such as active periodontal disease, extensive existing dental decay, or with a high number of missing teeth in the back. After a dental implant treatment is completed, we require that the patient continue to see a family dentist (in our office or in an office that is convenient for them) for ongoing regular dental exams and dental hygiene.

Emergency: We aim to respond to all patient scheduling request within the next business day. For emergency visits we aim to provide same day or next day appointment. Occasionally, treatment can be provided during the same visit, but more often the patient will need to be booked back to allow sufficient time for the treatment to be done with the best outcome.
Appointment Reminder: Our automated scheduling software will send out text messages for appointment reminders at 1 week and 2 days prior to your scheduled appointment. Sometimes we might need to adjust your appointment time on the day before, in which case a staff member will call you to notify you of the new time. We appreciate when you can support this change, as your support often means that we can accommodate some emergency requests of others. We may also reach out to you if we have an appointment time available earlier to your booked date, in case you might like to come in sooner when possible.
Cancellation and No Show: Due to the high demand of appointments, we ask that you give us at least 1 business day notice to reschedule your appointment so that another patient can use this time slot. In case of emergency or sickness, we understand you cannot always call us and it is okay to cancel within the same day. However, we charge a $50 cancellation fee to patients with a history of same day cancellation and/or no show for more than 3 times.

Dental Service Fees: We require full payment upfront at the appointment when treatment services are rendered. Exceptions are made for patients who qualify for government assistance programs, including income or disabilities assistance program (MSP dental coverage), Healthy Kids Program and CDCP (Canadian Dental Care Program). See our designated website for CDCP policy. If you believe you qualify for any of these programs, please inform our staff prior to your appointment.

Insurance Claims: We automatically submit claim forms for patients with dental insurance coverage so that the patient will receive their reimbursement of treatment fee from their insurance plans. We are happy to submit an insurance pre-authorization for patients who would like to find out whether and how much their treatments will be covered by their insurance policy before proceeding with their treatments. Please beware that insurance companies often only respond to the patient (not us) about the correspondence of such pre-authorization, and it might arrive to you via a letter mail after 4-6 weeks.

Payment Methods: We accept cash, debit card, and credit cards (Visa and MasterCard only). Unfortunately, we are unable to accept personal cheques or American Express credit cards.