Our practice firmly believes that good doctor/patient relationship is based upon understanding and good communication. Questions regarding the Patient Policies should be directed to our Information and Privacy Officer, Dr. Eric Cheng.

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Appointment Policies

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Cancellation:

When you make an appointment with our office, we consider this a mutual commitment and reserve appropriate facilities and staff exclusively for you. We understand that there are times when you must miss an appointment due to emergencies or obligations for work or family. However, when you do not call to cancel an appointment, you may be preventing another patient from getting much needed treatment. Conversely, the situation may arise where another patient fails to cancel and we are unable to schedule you for a visit, due to a seemingly “full” appointment book.

 

Our office policy states that patients must give us 2-business-day or 48-hour-notice if they cannot keep an appointment. Appointment changes with less than 2-business-day notice may be subject to a service fee ("Cancellation Fee"). Please note, all Monday appointments need to be changed by 1:00PM on Friday or Cancellation Fee may apply.

 

The following are examples of how Cancellation Fee may be applied. The Fee is subject to change based on the number of staff and the amount of time that were reserved for you.

 

• Exam/Cleaning/Consultation/Follow Up: $75

• Basic Dental Treatment: $125

• Dental Surgery/Comprehensive Dental Treatment: $200

 

The Cancellation Fee is the sole responsibility of the patient and must be paid in full before the patient’s next appointment. Please note that such fees will not be covered by your insurance. Fees may be waived at the discretion of the doctor.

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Numerous Short Notice Cancellation/No Show:

Patients who do not show up for their appointment without a call to cancel will be considered as "NO SHOW". Patients who cancel or reschedule without giving 2-business-day or 48-hour-notice will be considered as "SHORT NOTICE CANCELLATION." Patients with three (3) or more NO SHOW and/or SHORT NOTICE CANCELLATION in a 12-month period will be required to prepay for all future dental appointments in advance. All Cancellation Fees will apply.

 

Late Arrival to Appointment:

Our providers and staff aim to make your visit a pleasant one. In our efforts to make your visit more comfortable and to minimize your wait time, our office has implemented a late arrival policy. If a patient is more than 10 minutes late for an appointment, the appointment may need to be rescheduled*. This is to ensure that the patients who arrive on time do not wait longer than necessary to see the provider. You may be given the option to wait for another appointment time on the same day if one is available.  We will try to accommodate late‐comers as best as possible, but cannot compromise on the quality and timely care provided to our other patients. New patients are encouraged to arrive at the office at least 15 minutes prior to the scheduled appointment to register and complete any required paperwork. We appreciate your compliance and understanding with this policy so that we can continue to provide excellent dental care as well as excellent customer service.

 

**May be subject to Cancellation Fee.

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As a courtesy, the clinic sends appointment reminders via text, email, or telephone for all scheduled appointments. If you do not receive an appointment reminder, you are still responsible for arriving on time to your scheduled appointment. A text, email, or telephone appointment reminder is not guaranteed, nor does a lack of one signify a void in our Appointment Policy

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Financial Policies

 

The fees quoted in treatment plan are estimates only. Treatment plans are made after examination before starting treatment. Although we do our best to forecast, there may be variables or surprises in a dental process. As a result, the costs and time of treatment may vary. We will then offer you a revised plan and financial estimate.

 

Dental Insurances:

We accept most insurance plans, and the administrative staff will assist you in understanding your benefits. It is important to understand that the insurance contract is between the insurance company and you, the insured. Our office will gladly submit your insurance claim to your insurance carrier, as a courtesy to you. However, dental insurance in most cases is a benefit with limitations and should not be expected to take care of all costs. Moreover, due to pending claims and patient privacy issues, we do not always know how much an insurance company has already paid to another office or specialist, and the balance remaining on a yearly maximum. You are ultimately responsible for all costs incurred regardless of what your dental insurance covers!

 

Patients who have a dental insurance plan or are receiving social assistance should make this known at their first appointment. If there is any changes to the eligibility of insurance plan or social assistance, the patient is to inform us as soon as possible.

 

While our administrative staff will assist you in maximizing the amount of your care covered by your insurance benefits, it is important to understand that treatment recommendations made by our doctors are based on patient's individual need, and not necessarily based on what insurance coverage is available.

 

Payment: 

Payment in full is due on the day of treatment, or upon the start of major treatment. Should a patient have dental insurance with assignment to E Pro Dental, the estimated patient portion will be the amount due. For large procedures we can establish payment plans which may be arranged with our office manager, Janet.

 

For your convenience, we accept Cash, Debit, e-Transfer, Visa, MasterCard, UnionPay, WeChat Pay, and Alipay.

 

We plan on offering short-term financing options via third-party financing company. All arrangements must be made in advance and are subject to an approval process. Interest charges will apply, more details to come.

 

Returned cheques are subject to a $25 accounting fee.

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Finance Charges:

Balances in excess of 30 days are subject to a finance charge of 1% per month (12% per annum). If you are charged interest, the charge will be no less than $1.00.

 

Interest charges may be waived at the sole discretion of E Pro Dental.

 

Collection: 

Patients with delinquent account of more than 90 days, who do not have a payment plan in place, will receive an invoice every month outlining the balance past due and interest charges being incurred.

 

If delinquency is greater than 9 months, a letter will be sent out with each month's invoice, notifying the account is at risk of being transferred to a third-party collection agency. If delinquency is greater than 12 months, E Pro Dental reserves the right to transfer the account to a third-party collection agency. A written notice — containing the name of the agency and the outstanding account balance to E Pro Dental at the time of transfer — will be sent once the account is transferred.