Late Cancellation & Fail to Attend Policy

We are sure you appreciate that surgery time is valuable. Failing to attend an appointment takes away the opportunity for another patient, who may be in pain, to use that time. It also has significant cost implications for the clinicians and practice. Life can be unpredictable, and we understand appointments may occasionally need to be rescheduled. We will always try to accommodate your need to reschedule an appointment and request you kindly let us know if you are not able to attend with more than 24 hours’ notice. This allows us to offer the time to another patient so our surgeries can run efficiently and to capacity which will reduce the waiting time to book an appointment.

Practice Plan Patients

Maintenance Appointments
Late Cancellations – If an appointment is cancelled with less than 24 hours’ notice and it is your first late cancellation, you will be able to rebook your appointment. You will be sent a copy via letter/email of our practice policy. If you cancel short notice (less than 24 hours’) a second time these appointments will be counted as one of the two examination and hygiene appointments that are offered annually as a benefit of your plan. They can be rebooked; however, a new fee will have to be paid before a new appointment is made.
FTA-  If you fail to attend your appointments, these will be counted as one of the two examination and hygiene appointments that are offered annually as a benefit of your plan. They can be rebooked; however, a new fee will have to be paid before a new appointment is made.

Treatment Appointments
Late Cancellations – If an appointment is cancelled with less than 24 hours’ notice you will be sent a letter informing you of our late cancellation/missed appointment policy. If a second late cancellation occurs you will be charged £1.00 per minute for the lost surgery time (e.g. £45 for a 45 minute appointment). Treatment appointments are pre-paid, therefore part of your payment may be used for the lost surgery time. If your treatment has not been paid for in advance then to arrange future appointments, the above charge must be paid and you may be asked to pay a portion, or in full, in advance for your next appointment.
Fail to Attend – If you fail to attend a treatment appointment you will be charged £1.00 per minute for the lost surgery time (e.g. £45 for a 45 minute appointment) no future appointments will be able to be booked until payment is made. You will be sent a letter.

Private Patients (Pay as You Go)

Late Cancellations – If an appointment is cancelled with less than 24 hours’ notice you will be sent a letter informing you of our late cancellation/missed appointment policy. If a second late cancellation occurs you will be charged £1.00 per minute for the lost surgery time (e.g. £45 for a 45 minute appointment). Treatment appointments are pre-paid, therefore part of your payment may be used for the lost surgery time. If your treatment has not been paid for in advance then to arrange future appointments, the above charge must be paid and you may be asked to pay a portion, or in full, in advance for your next appointment.

Fail to Attend – If an appointment is not attended you will be charged £1.00 per minute for the lost surgery time (e.g. £45 for a 45 minute appointment). In order to arrange future appointments, the above charge must be paid and you may be asked to pay a portion, or in full, in advance for your next appointment. When the appointment missed is an examination appointment – which will have been prepaid  – this prepaid charge will be taken in full as the missed appointment charge. You may also be asked to pay a portion, or in full, in advice of any further appointments being booked.

Please note, that attending an appointment late, meaning there is insufficient time for the planned treatment to be completed may mean your appointment cannot go ahead and you may be charged. Patients with any outstanding fees that have not been paid may not be seen for a further appointment until the balance is paid in full.

Reviewed 01.07.2024