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Strict confidentiality of patient records and information is maintained at all times. The practice complies with the Data Protection Act 1998 and the Freedom of Information Act

The Freedom of Information Act Updated Publication Scheme 2009 is available here

Welcome to the Thorndike Dental Practice Publication Scheme. This is a guide to the Dental Practitioners’ (who practice together) within the practice/as a single practitioner Publication Scheme as required by the Freedom of Information Act 2000.


This Publication Scheme is a complete guide to the information routinely made available to the public by Thorndike Dental Practice. It is a description of the information about our Dental Practitioners and Practice which we make publicly available. Some information is not made publicly available. It will be reviewed at regular intervals and we will monitor its effectiveness.

How much does it cost?

The publications are all free unless otherwise indicated within each Class Where information is provided at a cost the charges will be calculated as set out in Class 7.

How is the information made available?

The information within each Class is either downloadable from the practice website or available in hard copy from Dr. Behzad Manzoor or Dr. Syed A. R. Shah

Your rights to information

In addition to accessing the information identified in the Publication Scheme, you are entitled to request information about Thorndike Dental Practice under the NHS Openness Code 1995.
The Freedom of Information Act 2000 recognises that members of the public have the right to know how public services are organised and run, how much they cost and how the decisions are made.

From January 1st 2005 it will oblige the Dental Practice to respond to requests about information that it holds, and is recorded in any format and it will create a right of access to that information. These rights are subject to some exemptions which have to be taken into consideration before deciding what information it can release.

New environmental information regulations may be introduced as early as 2003. These will enable similar access to environmental information as under the Freedom of Information Act 2000.

Under the Data Protection Act 1998, you are also entitled to access your dental records or any other personal information held about you and you can contact Dr. Behzad Manzoor or Dr. Syed A. R. Shah to do this.


If you have any comments about the operation of the Publication Scheme, or how we have dealt with your request for information from the Scheme, please write to Dr. Behzad Manzoor or Dr. Syed A. R. Shah at Thorndike Dental Practice.


All information at the Thorndike Dental Practice is held, retained and destroyed in accordance with NHS guidelines. Our commitment to publish information excludes any information which can be legitimately withheld under the exemptions set out in the NHS Openness Code or Freedom of Information Act 2000. Where individual Classes are subject to exemptions, the main reasons are e.g. the protection of commercial interests and personal information under the Data Protection Act 1998. This applies to all Classes within the Publication Scheme. The information on this Scheme is grouped into the following broad categories:

1. Who we are

Practice owner and dentist: Dr. Syed A. R. Shah BDS, MSc (U.Lond.), MFDS (UK), GDC 100152. (male, full time)
Practice owner and dentist: Dr. Behzad Manzoor BDS, MFDS (UK), MSc (Implant Dentistry, U.Lond.), GDC 105569. (male, full time)
Associate dentist: Dr. Raheel Aftab BDS (UK) GDC 251001 (male, full time) Dr Risha Hussain BDS GDC 248964 (female, part time)
Foundation Dental Practitioner: Dr Sonali Chandi BDS (UK) GDC 265256 (female, full time)
Dental Hygienist: Mrs Shirley Patch EDH, 1981, Dip. DHE. (female, part time).Miss Rachelle Peel, EDH Dip DHE (female, part time)
Dental Therapists: Mrs Rachel Leigh DDH RCS Eng 2002, DDT RCS Eng 2002 (female, part time)
Registered Dental Nurses: Mrs Claire Dudley, Mrs Susan Crow, Mrs Veronica Pemberton & Mrs Hayley Pollock, Miss Sui Ho, Miss Bethany Freeman.
Receptionists: Miss Olivia Sharp, Mrs Maggie Whitehead
Practice Managers: Mrs Julie Drury & Mirela Ackerman

2. Our Services

We provide NHS and private dental care for all categories of patients. We are registered with The Medway Primary Care Trust.
Opening Times: Monday to Thursday from 9 am to 1.00 pm and 2.00 pm to 5.30 pm. Friday 8.00 am to 3.00 pm. We work some Wednesdays till 7 pm and some Saturdays from 9.00 am to 12 pm.
Out of Hours Emergencies: Dentaline on telephone number 01634 890300.
Facilities: Services of a dental hygienist and dental therapist available.

3. Financial and funding information:

Our income from the NHS derives primarily individual items of treatment and from monthly fees for the number of patients we have on our list. There are also some allowances for such things as continuing professional development and the level of our commitment to the NHS. Practice income from the NHS for the year ending April 2012 was approximately £300,000 before expenses. Against this has to be set expenses such as staff salaries, rent, rates, practice development funding, staff training and improvements.

NHS Charges:

We treat all categories of NHS patients. An NHS fees guide can be obtained from the reception or by clicking here

Private Charges: A private professional fees guide is available from our reception desk, is posted on our waiting area and also available by clicking here

4. Regular publications and information for the public

We have guidance and information leaflets about the following subjects: avulsed teeth, bad breath, bisphenol-a, bridges and partial dentures, contaminated dental water lines, cracked teeth, Creutzfeld-Jacob disease, crowns, dental care for mother and baby, denture cleaning, dental erosion, dentures, denture stomatitis, diet, dry mouth, dental amalgam safety, fluoride, fluoride toothpaste, geographic tongue, gum disease, hand dermatitis, implants, jaw problems and headaches, lichen planus, mouth cancer, mouthguards, mouthrinses, oral cancer, orthodontic treatment, pit and fissure sealants, remedial jaw exercises, root canal treatment, smoking and gum health, smoking and oral health, sugar-free chewing gum, tooth whitening, veneers, ulcers, visiting the hygienist, white fillings, wisdom teeth and x-rays.

5. Complaints

We have a practice complaints procedure, a copy of which can be obtained from Dr. Behzad Manzoor or Dr. Syed A. R. Shah.

6. Our policies and procedures

General policies and procedures in use within the practice. These include, but are not restricted to, risk assessment for dental practice, quality assurance, practice discipline, practice infection control, disability , prevention of violence at work, equal opportunities, grievance, confidentiality, information security, data protection, prescribing and prescription and health and safety.

7. This Publication Scheme

In this class we will publish any changes we make to this Publication Scheme, the criteria on which our information management policies are made and a referral point for all enquires regarding information management generally in the practice. We will also publish any proposed changes or additions to publications already available.

Cost of Information

For the most part, we will charge you only for hard copies [or copying onto media (e.g. CD ROM)]. Some information is available free, but for others there may be a charge. The charges will vary according to how information is made available. Charges are as follows:
[a) Via the Dental Practice/ Primary care trusts Web Site -Free of charge, although any charges for Internet Service provider and personal printing costs would have to be met by the individual

For those without Internet access, a single print-out as on the website would be available by post from Dr. Behzad Manzoor or Dr. Syed A. R. Shah or by personal application at the practice reception.
However, requests for multiple printouts, or for archived copies of documents which are no longer accessible or available on the web, may attract a charge for the retrieval, photocopy, postage etc. We will let you know the cost and charges that will have to be paid in advance. We will not provide printouts of other organisation’s websites.

b) Leaflets and brochures-free of charge for leaflets or booklets on, for example, services we offer to the public. A list is available from
Dr. Behzad Manzoor or Dr. Syed A. R. Shah

c) “Glossy” or other bound paper copies, or in some cases a CD Rom, video or other mediums, are for charge as in our publication lists available from Dr. Behzad Manzoor or Dr. Syed A. R. Shah

d) e-mail-will be free of charge unless it says otherwise

The charges will be reviewed regularly.

Freedom of Information Act Updated Publication Scheme 2009

Information available from Thorndike Dental Practice providing dental services under contract to the NHS under the Freedom of Information Act model publication scheme. Information about this scheme is only about the general dental services we provide under the National Health Service Act 2006. Most information can be obtained by contacting Dr. Behzad Manzoor or Dr. Syed A. R. Shah at Thorndike Dental Practice, 374 High Street, Rochester, ME1 1DJ. Telephone: 01634 817417. The practice leaflet is available from our reception. Our web site address is www.thorndent.co.uk.

Information to be published:

Class 1- Who we are and what we do

Who’s who in the practice, contact details for the practice, opening hours, staff structure: you can obtain this information from our practice leaflet or our web site. There is no charge for this information.

Class 2 – What we spend and how we spend it.

Information on NHS funding and contract targets is available from Dr. Behzad Manzoor or Dr. Syed A. R. Shah. There is no charge for this information.

Class 3- What our priorities are and how we are doing.

Plans for the development and provision of NHS services and Practice Inspection are available from Dr. Behzad Manzoor or Dr. Syed A. R. Shah. There is no charge for this information.

Class 4- How we make decisions

Records of decisions made in the practice affecting the provision of NHS services: as a small business formal records of management decisions are not normally recorded. However, any changes in the provision of NHS services would be incorporated into our practice leaflet, our web site and a notice in the waiting room. There is no charge for this information.

Class 5- Our policies and procedures

Policies and procedures about customer service are available in our practice leaflet.
Equality and diversity policy, health and safety policy, complaints procedures, records management policies, confidentiality and data protection policies are available from Dr. Behzad Manzoor or Dr. Syed A. R. Shah. There is no charge this information.

Policies and procedures for handling requests for information: this information is contained within this document and there is no charge for this information.

Class 6- Lists and Registers

Any publicly available register or list: this information is not held.

Class 7- The services we offer

Services provided under contract to the NHS, charges for services and information leaflets are available in our practice information leaflet, our web site or from Dr. Behzad Manzoor or Dr. Syed A. R. Shah. There is no charge for this information.

Useful Resources

Web sites:


This is the Information Commissioner’s web site.


This is the Lord Chancellor’s web site


This is the NHS Freedom of Information web site Primary Care Trust web site


NHS Openness Code


FOI Act 2000


Code of Practice under Section 45 FOI Act 2000


Code of Practice under Section 46 FOI Act 2000



Material available through this Publication Scheme is subject to the Dental Practice’s copyright unless otherwise indicated. Unless expressly indicated to the contrary, it may be reproduced free of charge in any format or medium provided it is done so accurately in a manner which will not mislead. Where items are re-published or copied to others, you must identify the source and acknowledge copyright status. This permit does not extend to third party material, accessed through the scheme. For HMSO Guidance Notes see www.hmso.gov.uk/guides.htm

  • Please advise us of any change in your contact details, circumstances or medical health.
  • Please keep the appointments you make or those your representative makes for you.
  • Private patients must give 24 hours notice of cancellation for the dentist and 48 hours (2 working days) for the dental therapist or dental hygienist.  NHS patients must give 24 hours notice of cancellation.
  • Please pay your bill promptly at the end of each treatment session.  We accept payment by cash, debit or credit card.
  • Please treat our staff and other patients with courtesy and respect.  If there is a breakdown in the practice-patient relationship, we may terminate your registration and treatment immediately.
  • Private patients must come at least every 18 months to remain registered with this dental practice.  NHS patients must attend as frequently as required by the dentist or risk losing their NHS place at this practice.

We have a duty of care for our patients and that includes warning them about the most common risks of any treatment. If your treatment does not go to plan, it does not mean that we have made a mistake. Human bodies react differently to surgical treatments and a simple treatment on one patient can lead to complications in another. We will always try to remedy any problems you encounter or refer you to a specialist who can help. You may be asked to contribute for any re-treatments or problems that we consider we are not responsible for. A referral to a specialist may incur further costs.


Plaque and tartar may mask decay, so sometimes we can not diagnose it until you have a scale and polish. Early decay does not always show up on routine x-ray radiographs. We will monitor your mouth for gum disease and oral diseases such as cancer. It is not always easy to detect the level of gum disease you have until we have seen you for several examination appointments. We warn patients that smoking can cause gum disease and mouth cancer.


A tooth with decay, a lost filling or a fracture may not hurt, but it has already been damaged. When we remove the decay and restore the tooth, there is a possibility of temporary post treatment pain. If the tooth continues to hurt, we may have to extract it or root fill it. Fillings do occasionally fall out and may discolour or leak after some time. Sometimes, a part of a tooth will break around a recently done filling; such a tooth may need to be refilled or crowned.


Root canal treatment is not always successful. It is a very intricate operation on your tooth and very rarely the cleaning instruments can break within the canals. Removal of broken instruments may require referral to a specialist. Teeth that are hurting are difficult to anaesthetise and may require several types of injection technique. Sometimes teeth have blocked canals that are not easily filled. If a root filling does not settle down, we may need to extract it, root fill it again or refer you to a specialist for surgical intervention. Crowns are often recommended for teeth that are root filled; if you opt not to have one, there is a substantial risk that the tooth will break.


A crown is made to protect your tooth, but occasionally a live tooth may die after a crown. The risk is greater if the tooth has a large filling. If this occurs, the tooth may then need to be root treated by making a hole in your crown and resealing the crown afterwards. Sometimes a new crown will have to be provided. A post that holds a crown in a root treated tooth may fracture if it is heavily loaded. A root with a post in it may also fracture in some cases. A crowned tooth can sometimes shear off at gum level. Crowns may sometimes fall out and need re-cementation. Metal-ceramic crowns and porcelain crowns may occasionally fracture or chip. A bridge may occasionally need to be re-cemented. Crowns and bridges may need replacement after several years.


These are less destructive than crowns, but a tooth can be sensitive after treatment and occasionally die and need root treatment. Occasionally a veneer may break and come off. A failed veneer may need to be replaced by a crown.


An extraction may sometimes be unpredictable. Occasionally, the physical forces that have to be exerted by the dentist can cause the crown or root of the tooth to fracture. This will necessitate cutting the gum and removing bone to get access to the tooth. This is called a surgical extraction. Heavily restored teeth and old crowns next to the extracted tooth may rarely be fractured during the procedure. Sometimes, sockets can get infected after an extraction and you may get post operative pain, bruising, swelling and persistent bleeding. The extraction of upper back teeth may very rarely cause a root to enter the sinus or create a communication between your sinus and mouth; this may require surgical wound closure. Sometimes if the extraction becomes too difficult or the patient is unable to tolerate the treatment, we may refer the patient to a specialist for treatment under sedation or general anaesthesia.


The removal of tartar from your teeth may be uncomfortable and require local anaesthesia. Some patients get post operative sensitivity to hot and cold stimuli. This can usually be resolved by the use of a simple desensitising treatment or anti-sensitive toothpaste. Old fillings can occasionally come loose during treatment. If you do not clean your teeth the way we teach you, we can not guarantee that we can halt the progress of gum disease. Sometimes gum disease will progress despite our efforts and you may need a referral to a specialist.


Dentures are precision made for your mouth. Sometimes patients can not get used to them or find that they cause mild discomfort or are a little loose. We will try and overcome all these problems with your help. We regret that we are not able to offer a money back guarantee if you are not totally satisfied. A denture that is made or added to soon after an extraction will need relining after a few months and a new denture may be needed within six to twelve months.


This is a short term procedure that will need re-treatment after a year or so. Some patients have complained of sensitivity to hot and cold after the procedure. Some patients have found that they can not or will not tolerate the bleaching trays in their mouth. The change in whiteness of the teeth can be variable.


Problems occasionally occur after the administration of a local anaesthetic. These include a racing heart, feeling faint, electric sensation of the lip or tongue during administration of a lower injection, jaw muscle pain, spread of the numbness to other regions of the face and neck, ulceration of the injection site, allergic reaction, cheek or tongue biting while numb and anaesthesia lasting longer than the usual three hours. Sometimes due to the variation of human anatomy, anaesthesia is not always 100% successful. We will always try and make your treatment as pain free as we can.


Treating children can be difficult and we often have to compromise. Fillings do not stick well to baby teeth and may fall out and fracture. Despite our best efforts, some children panic and move during treatment of a tooth; this is obviously hazardous to the surrounding tissues. If we are unable to get sufficient cooperation, we may have to refer a child for treatment under sedation or general anaesthesia.

50 Pembroke Court
Chatham Maritime
Kent, ME4 4EL
Telephone 01634 335020

If you would like to comment on any aspect of our service, please contact the practice manager. Any formal complaints must be received in writing and addressed to the practice manager. We always take your comments seriously and deal with them efficiently and urgently. Please click here for a practice complaints leaflet.

If you are not happy with the way we handle your complaint, private patients may contact the Dental Complaints Service on 08456 120540 or visit www.dentalcomplaints.org.uk NHS patients may contact the Patient Advice and Liaison Service at Medway NHS on 01634 335020.