Appointment Cancellation Policy
Under NHS regulations we are unable to charge NHS patients who fail to attend or be brought for their appointments or who cancel at short notice (less than 24 hours is insufficient notice)
When appointments are arranged we provide written appointment cards and offer SMS text reminders for any scheduled appointments. Please note that SMS text reminders are sent out of courtesy not necessity. It is the responsibility of the patient to come on time for an appointment. Failure of the messaging system is not sufficient for failing to attend or arriving late.
The practice requests that any appointment that the patient cannot attend should be cancelled with a minimum of 24 hours notice. If this is not adhered to then a notification will be given verbally and recorded in the patient’s notes. A patient who fails to attend or cancels 2 appointments at short notice within a 12 month period will lose their NHS entitlement at the practice. This is in line with the NHS Choices website that states.
“Your dentist can terminate your treatment if you miss your appointment without letting the practice know. While surgeries cannot charge you for not turning up, NHS England has the right to ask you to find another practice if you continue to miss appointments”
We understand that sometimes events occur which prevent a patient attending or contacting the practice. These are not the sort of failed appointments this policy aims to address as often these situations are unavoidable.
To help cover the surgery running costs, a charge will be made for Private treatment appointments that have been missed or cancelled at short notice. This charge will depend on the surgery time allotted for the appointment.
Discretion may be used if there is a good reason for the appointment being missed.