Clinic Policies & Patient Information

Your rights as a patient

You have the right to receive clear and understandable information about any recommended assessment or treatment, including its nature and purpose, intended outcome, anticipated benefits, common side effects, material risks, reasonable alternatives and the likely consequences of not proceeding.

You may ask questions, request clarification, obtain a second opinion, refuse treatment or withdraw your consent at any time. Withdrawing consent will not prevent you from receiving information about other appropriate options.

Informed consent is an ongoing conversation between the patient or authorized substitute decision-maker and the denturist. A signed form alone does not replace that conversation. Consent, refusal or withdrawal of consent will be documented in the patient record when appropriate.

Treatment planning and expectations

Treatment recommendations are based on the patient’s health and dental history, clinical findings, individual needs and treatment goals. Proposed services, reasonable alternatives, expected outcomes, relevant risks, fees and the roles of the people involved in care will be reviewed before treatment begins.

If the proposed treatment plan, fees or financial arrangements change, the changes will be discussed before proceeding and updated consent will be obtained when required.

Dentures and other oral prostheses are individually made medical devices. Comfort, fit, function, appearance and adaptation vary between patients and may be affected by oral anatomy, healing, bone and tissue changes, dry mouth, muscle control, health conditions and previous denture experience. A specific clinical result cannot be guaranteed.

Patients are encouraged to attend recommended appointments, follow care instructions and promptly report discomfort or concerns so they can be properly assessed.

New dentures and follow-up care

New dentures may temporarily affect speaking, chewing, drinking, salivation, facial appearance and general comfort. An adjustment period is normal, and one or more follow-up appointments may be required.

Sore areas should be assessed by the clinic. Patients should not grind, bend, repair or permanently alter a denture themselves. Household or instant glue should not be used because it may damage the denture and interfere with professional repair.

Patients will receive instructions concerning denture use, oral and denture hygiene, adaptation, follow-up appointments and ongoing maintenance. Continuing oral examinations are recommended even when no natural teeth remain.

Immediate dentures

Immediate dentures are inserted at or shortly after dental extractions. Because the teeth are still present when the denture is made, a conventional tooth try-in may not always be possible before extraction. Some initial aesthetic or functional compromises may therefore be unavoidable.

The mouth changes as extraction sites heal. Immediate dentures may initially feel unfamiliar and can become loose as swelling decreases and the tissues reshape. Adjustments, tissue conditioners, relines, rebases or replacement dentures may be recommended during or after healing.

Healing time, comfort, fit and treatment outcomes vary between patients. The timing and cost of future services will be discussed before those services are provided. Coverage by the CDCP or another dental benefit plan is subject to that plan’s eligibility requirements, frequency limitations and authorization rules.

Appointments, cancellations and missed visits

Please arrive on time and notify the clinic as soon as possible if an appointment must be changed or cancelled. Late arrival may shorten the available appointment time or require rescheduling so that other patients are not delayed.

A $50 missed-appointment fee may be charged when a patient does not attend a scheduled appointment or cancels without reasonable notice. Emergencies and exceptional circumstances will be considered individually.

Repeated missed appointments can delay treatment and affect clinical outcomes. When appropriate, the clinic will review attendance concerns and the consequences of continued missed appointments with the patient before deciding whether further action is necessary.

Fees, estimates and payment

Patients will be given information about proposed services, estimated fees and expected financial responsibility before treatment whenever reasonably possible.

An estimate or predetermination is not a guarantee that an insurer, government program or benefit plan will pay a claim. Coverage may depend on eligibility, service dates, frequency limitations, required supporting information, preauthorization requirements and the terms in effect when treatment is provided.

If treatment needs or fees change, the patient will be informed before proceeding whenever reasonably possible.

CDCP and direct billing

Nova Denture Clinic accepts eligible Canadian Dental Care Plan patients and submits claims for covered CDCP services directly to Sun Life in accordance with current CDCP billing requirements.

CDCP coverage does not necessarily mean that every service is free or completely covered. Depending on current eligibility and the services provided, a patient may be responsible for:

• A CDCP co-payment
• The difference between the clinic’s fee and the amount reimbursed by the CDCP
• Services that are not covered by the CDCP
• Services that exceed applicable frequency limitations
• Services for which required authorization was not obtained

Coverage should be verified before treatment and, where required, at subsequent visits because eligibility and co-payment information can change. Any expected patient portion will be explained before treatment whenever reasonably possible.

For other dental benefit plans, the clinic may help submit claims or supporting information as a courtesy. The patient’s coverage remains subject to the terms and decisions of the applicable insurer or benefit program.

Repairs, relines and same-day services

Every denture repair, reline or adjustment requires an assessment. Same-day service may be available in suitable cases but cannot be guaranteed. Timing depends on the condition and design of the denture, the materials required, clinical suitability and laboratory availability.

Some damaged, worn or poorly fitting dentures may not be suitable for repair or reline. When appropriate, alternative treatment options will be explained before work begins.

Infection prevention and clinical safety

Nova Denture Clinic follows infection-prevention and control practices appropriate to Ontario denturism care, including the proper cleaning, disinfection, sterilization and handling of clinical instruments and equipment according to their intended use.

Patients who are experiencing a potentially contagious illness should contact the clinic before attending so that appropriate arrangements can be discussed.

Respectful and safe communication

Patients, visitors, staff and healthcare providers are expected to communicate respectfully. Abusive, threatening, discriminatory or significantly disruptive conduct, or behaviour that creates a safety risk, may result in an appointment being paused or rescheduled.

When it becomes necessary to refuse or discontinue ongoing denturism services, Nova Denture Clinic will act in accordance with applicable professional obligations. Decisions will not be based on grounds protected by the Ontario Human Rights Code. When required, the patient will receive reasons in writing and a reasonable opportunity to seek appropriate alternative care. Patients will not be abandoned when continuing care is clinically necessary.

Photography, recording, FaceTime and visitors

To protect patient, staff and visitor privacy, photography, audio recording, video recording, livestreaming and FaceTime or other video calls are not permitted in reception, treatment or laboratory areas without advance permission from the clinic and the consent of everyone who may be recorded.

This policy does not prevent an approved accessibility or communication accommodation. Patients who require a support person, interpreter or communication assistance should notify the clinic so appropriate arrangements can be made.

Privacy and patient records

Nova Denture Clinic protects personal health information in accordance with Ontario’s Personal Health Information Protection Act, 2004, commonly called PHIPA, and the privacy and record-keeping standards applicable to Ontario denturists.

Personal health information is collected, used and disclosed only for permitted purposes such as providing and coordinating care, processing authorized benefit claims, receiving payment and meeting legal or professional obligations. Reasonable administrative, physical and technical safeguards are used to protect patient information.

Patients may request access to their records or ask for inaccurate or incomplete information to be corrected, subject to applicable legal exceptions. Patient and equipment records are retained for the period required by the College of Denturists of Ontario, currently seven years from the date of the last entry.

For more detail on how information submitted through this website is handled, please read our Privacy Policy. Privacy questions, access or correction requests, and privacy complaints may be directed to:

Please do not share detailed or urgent personal health information through a general website contact form. When sensitive information must be discussed, call the clinic instead.

Accessibility and accommodations

Nova Denture Clinic is committed to accessible and respectful service. Patients may request disability-related accommodations, accessible communication formats, assistance from a support person or other reasonable communication support.

Patients are encouraged to contact the clinic before their appointment when an accommodation is required. Accommodation requests will be considered individually, with attention to patient dignity, safety, independence and applicable Ontario accessibility and human-rights requirements.

Urgent and emergency concerns

Nova Denture Clinic is not a hospital or 24-hour emergency service. Website forms and email are not continuously monitored.

For a medical emergency, call 911 or attend the nearest emergency department. For urgent bleeding, swelling, severe pain or complications following dental extraction or surgery, contact the treating dentist, oral surgeon or an appropriate emergency dental or medical service.

For an urgent denture concern during clinic hours, call Nova Denture Clinic at 613-777-7747.

Questions or concerns

Patients are encouraged to discuss questions or concerns directly with Nova Denture Clinic so the matter can be reviewed and addressed.

This does not limit a patient’s right to contact the College of Denturists of Ontario regarding denturism care or the Information and Privacy Commissioner of Ontario regarding personal health information.