What you canexpect from us

At every appointment, at every clinic, you are entitled to:

• Be treated with dignity and respect, whatever your background, gender, religion, disability or ability to pay.
• Know the name and qualifications of the clinician treating you, before treatment starts.
• A clear explanation of your diagnosis, the proposed treatment, its risks, the alternatives, and what happens if you do nothing.
• A written cost estimate before any non-emergency treatment begins.
• Refuse any treatment, or stop it partway through, without your future care being affected.
• Privacy during consultation and treatment, and confidentiality afterwards.
• Ask for a female dentist or a female assistant to be present.
• Bring a chaperone, relative or friend into the treatment room.
• Ask for a second opinion, and have your records released so you can get one.
• See your own records, and receive a copy of your radiographs.
• Be told promptly and honestly if something has gone wrong with your treatment.
• Complain without it affecting how you are treated.

Consent is not a signature at the end of an explanation you did not follow. Before you agree to treatment, you should be able to say in your own words what is being done, why, and what could go wrong.

What you will be told

• What the problem is and how it was diagnosed.
• What the proposed treatment involves, and how many appointments it will take.
• The material risks — including the ones that are uncommon but serious.
• The realistic alternatives, including monitoring it and doing nothing.
• The full cost, in writing, and what happens to that cost if the plan changes.
• The aftercare the treatment requires from you, and what happens if it is not followed.

Consent for children

For patients under 18, consent comes from a parent or legal guardian, who should be present. We will still explain the treatment to the child in terms they can follow, and we will not proceed by force with a distressed child — we will reschedule and use a different approach.

Many patients — for reasons of comfort, culture or preference — would rather be treated by a female dentist. That is an entirely reasonable request and we treat it as one. Our practice includes several female dentists; tell us when you book and we will schedule you with one where availability allows. If we cannot on the day you want, we will tell you honestly rather than booking you and hoping.

Chaperones

You may bring a relative or friend into the treatment room at any appointment, without giving a reason. You may also ask for a member of our staff to be present as a chaperone, and one will be provided. Neither request needs to be justified and neither will be questioned.

If you are unsure about a proposed treatment — particularly an expensive or irreversible one — get a second opinion. We say this genuinely. A patient who has had their plan independently confirmed proceeds with confidence, and a patient who was about to have unnecessary work done should find that out.

• Ask, and we will provide your records, notes and radiographs for the other clinician.
• We will not delay it, charge an obstruction fee, or make the conversation uncomfortable.
• If you decide to transfer your care elsewhere, we will send your full record to your new practice on request.
• If you come back, you are welcome, and nothing about your earlier decision will be raised.

The care works better when both sides hold up their end:

• Give us your full medical history and tell us when it changes — particularly new medication, pregnancy, or a new diagnosis.
• Arrive on time, or tell us as early as you can that you cannot.
• Give at least 24 hours' notice to cancel or move an appointment.
• Follow the aftercare instructions, and contact us if something is not going as described.
• Complete a course of treatment. Some treatments are unsafe left halfway.
• Treat our staff and other patients with courtesy. Abuse or threats towards staff will end the clinical relationship.
• Settle your account as agreed.

Sterilisation

Instruments are cleaned, packaged and sterilised in a Class B autoclave between every patient, and single-use items are used once and discarded. Our Sterilization & Safety page sets out the full cycle, and you may ask to see it in operation at any clinic.

Radiographs

We take a radiograph when it will change the decision, not routinely. Digital sensors are used, which substantially reduce the dose compared with film. Tell us if you are or may be pregnant — it changes what we do and when.

If something goes wrong

If a treatment does not go as planned, you will be told, promptly and directly, by the clinician responsible. You will be told what happened, what it means for you, what we are doing about it, and what it will cost you — which, where the fault was ours, is nothing.

We would rather hear a complaint than lose a patient quietly. Nothing about raising one affects the care you receive.

Step 1 — Tell someone at the clinic

Speak to the treating dentist or ask for the clinic manager. Most concerns are resolved the same day, at the desk, because most of them are a misunderstanding about what was agreed.

Step 2 — Put it in writing

If that does not resolve it, write to contact@drsaaddentistry.pk or hand a written complaint to reception. Include your name, the clinic, the dates, what happened, and what outcome you are looking for.

Step 3 — What we do

• We acknowledge your complaint within 2 working days.
• It is reviewed by Dr. Saad Irfan personally, not by the person complained about.
• We look at the clinical record and speak to everyone involved.
• You receive a written response within 10 working days. If the investigation genuinely needs longer, we tell you why and give you a date.
• Where we were at fault, we say so plainly, explain what we are changing, and put it right.

Step 4 — If you are still not satisfied

You may escalate to the Pakistan Medical & Dental Council, the regulator for dentistry in Pakistan, at pmdc.gov.pk, or take independent legal advice. Using our internal procedure first never removes that right, and we will not ask you to waive it as a condition of resolving anything.

Our Clifton Block 9 clinic is on the ground floor of Vincy Mall with mall parking and step-free access from the car park — it is the clinic we recommend to wheelchair users and to patients who find stairs difficult. Tell us in advance and we will make sure you are booked into a room and a time that works.

• Consultations are available in English, Urdu and Sindhi depending on the clinician.
• You may bring an interpreter or a family member to translate.
• Longer appointment slots are available for patients with anxiety, sensory sensitivity or a condition that makes a standard slot uncomfortable — ask when booking.
• Tell us about a disability or an access need when you book, not when you arrive, and we will have it arranged before you get there.

Our Accessibility Statement covers the website itself.

Dr. Saad Irfan & Associates Dentistry Email: contact@drsaaddentistry.pk Phone: +92 313 3466661 Clinics: 1. DHA Phase 5 — Plot 4-C, Shop 2, 5 Badar Commercial Street 2, Badar Commercial Area, Phase 5, DHA, Karachi, 75500 · +92 313 3466661 2. DHA Phase 8 — H#202/2, 21 Street Khayaban-e-Iqbal, DHA Phase 8 Zone A, Karachi, 75533 · +92 313 3466661 3. Clifton Block 9 — Shop No. 6, Ground Floor, Vincy Mall, Block 9, Clifton, Karachi, 75600 · +92 334 3930986 Open 9:00 AM – 11:00 PM, seven days a week, including public holidays. Version 3.0, effective 15 August 2026.