Managing missed and cancelled appointments
Introduction
To manage our appointment system effectively and provide high quality service, it is important that patients attend for their appointments as planned.
Cancellation Procedure
If you are unable to attend an appointment, we kindly request that you notify the practice at least 24 hours in advance BY TELEPHONE. This allows us to reallocate the appointment to another patient in need of care.
Text Message Reminders
Appointment reminders are sent by text message where possible. Patients are responsible for ensuring their contact details are up to date.
Please note that text reminders are sent as a courtesy and texts may not be sent/received for reasons out of our control (IT failure, change in mobile number etc). Failure to attend, by reason of not receiving a text message, will not be considered a valid exception of our policy.
Failure to Attend
Failure to attend is defined as:
- Arriving late for an appointment.
- Not arriving for an appointment.
- Short Notice Cancellation. We require 24 hours notice to cancel an appointment.
NHS Appointments
In order to provide equitable access to dental care for all patients, our practice has implemented the following policy regarding missed appointments:
Initial Consultation Appointments
If you fail to attend your initial consultation appointment without prior notice, you will be removed from the practice list. This ensures that appointment slots are used efficiently and fairly.
Ongoing Attendance Requirements
If you miss your appointment for any ongoing treatment without letting the dental surgery know, you may need to pay again for a new course of treatment.
If you fail to attend three appointments within a two-year period, you will be removed from the practice list for NHS dental care. This policy is in place to maintain appointment availability and uphold our commitment to delivering timely care to the wider patient community.
If you do not attend the practice for a period of 36 months or more, we will assume you no longer wish to attend the practice as an NHS patient and your place will be offered to another patient.
Private and Member Appointments
If you fail to attend a Private or Membership plan dental appointment, you will be charged for some or all of the cost of that appointment, in proportion to the length of the appointment. The final decision is at the discretion of the Practice Owner. We reserve the right to ask for a deposit for private and plan appointments, which will be forfeited in the event of failure to attend. If 3 or more appointments are missed in any 2 year period, future appointments may not be offered.
We appreciate your cooperation and understanding as we strive to ensure fair and effective access to dental services for all.
