Practice Policies (NHS)

Appointments at our Practice are in high demand.  Wasted appointments may mean that another patient is unable to be seen, resulting in a longer waiting times to book appointments and puts a strain on our resources.

We do understand that on occasion there may be a genuine reason why you are unable to attend an appointment and simply ask that you let us know in advance if you are unable to attend. If you are unable to keep your appointment, please either:

  • call us on 02079244224 (option 1 to leave appointment cancellation message)
  • or respond CANCEL to appointment reminder that you have received by either text message or email, so that we may offer it to another patient.

Please see below our Failing to Attend /Late Cancellation of Appointments Policy

NHS Patients

Under NHS regulations, we are unable to charge NHS patients who fail to attend for their appointments or who cancel at short notice (less than 24 hours’ notice is insufficient notice).

A patient who fails to attend their appointment or cancels at short notice, will be sent a communication (text message, email or letter), warning them that they will lose their NHS entitlement at our Practice, if they fail to attend or cancel at short notice again within a 12 months’ period.

In the event that a further 2 appointments are missed or cancelled at short notice within this 12 months’ period, we will withdraw the offer of NHS treatment at our Practice. Should they wish to remain a patient of our Practice, they will need to register with us on a private basis.

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 dental practice know. You may then need to pay again for a new course of treatment. While surgeries can’t charge you for not turning up, NHS England has the right to ask you to find another dental practice if you continue to miss appointments’.

As with all medical facilities, we aim to see our patients on time but due to the nature of health care, this is not always possible. However, if a patient turns up late for their appointment so that treatment cannot be carried out, this will be regarded as failing to attend.

Please bear in mind that this policy might affect your ability to seek an Orthodontic NHS care at another NHS practice if you are under treatment with us already.

Patients Attending Appointments for Private Treatment

To cover the surgery running costs a charge of £1.50 per minute will be made for private treatment appointments that have been missed or cancelled at short notice. (For example, a missed 30-minute appointment will incur a charge of £45.)

Discretion may be used if there is a good reason for the appointment being missed.

Hygienist and private consultation appointments

We offer both hygienist and orthodontic assessment/consultation appointments on private basis. A deposit of:

  • 50% of the fee for orthodontic assessment/consultation appointment
  • and 100% of the fee for hygienist appointments is required at the time of booking the appointment. 48 hours’ notice is required for cancellations otherwise deposit will be lost.

Unfortunately, no mitigating circumstances will be acceptable for cancelling on the day of scheduled appointment.





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