Attendance Policy
NHS Attendance Policy
This policy explains how our practice manages NHS appointments that are missed or cancelled at short notice. It helps ensure fair access to NHS dental care for all patients and allows us to use clinical time efficiently.
Definition of ‘failure to attend’ (FTA): Patients that have missed or have not cancelled/ rescheduled at least 24 hours in advance of their pre-booked appointment (exceptional circumstances are at the discretion of the practice). We ask that you give us at least 24 hours notice if you are unable to attend an appointment. This gives us the chance to allocate the appointment to other patients, some of whom may require urgent care. Please note that Sundays will not be taken into account so notice to cancel an appointment scheduled for a Monday must be given no later than the preceding Saturday. If a patient is late (15min or more) for their appointment and is unable to be seen by the dentist, this will also be regarded as a failed appointment.
Under the National Health (Dental Charges) Regulations 2005 (Section 3) the practice will not be able to charge patients for failing to attend appointments
All failures to attend will be documented in the patient file/record
A 1st failure to attend– will result in a written or verbal communication being given. The patient will be given the opportunity to rebook the appointment. They will also be advised by reception staff that in accordance with PCT policy and General Dental Service Regulations 2005, Schedule 3 Part 1 (5), they risk refusal of completion of the NHS course of treatment if they miss their next appointment.
A 2nd failure to attend– will result in a final warning being given to the patient.
A 3rd failure to attend- If a patient continually fails to attend appointments and misses 3 or more appointments, giving less than 24 hours notice, “the practice may feel this constitutes and irrevocable breakdown in relations”, under the NHS (General Dental Services) Regulations 2005, Schedule 3 Part 1 (5) and the patient may therefore be refused further NHS treatment at the practice.
If a new NHS patient fails to attend their 1st appointment or cancels at short notice, we reserve the right to refuse further appointments on the NHS at our practice.
Private appointments are managed with a separate private practice policy.
Please note that, although we normally send email and/or text message reminders prior to appointments, the successful delivery of these relies on our text provider, your mobile network provider and your phone and cannot therefore be guaranteed. Therefore, you should not rely on our emails or text messages as the sole reminder of your appointment. We will not be responsible for any appointments missed as a result of non- delivery of these text message reminders, regardless of the reasons for its failure.
Private Patients Attendance Policy
Every year we lose valuable surgery time because of patients failing to attend their appointments or cancelling at short notice. This makes it more difficult for us to accommodate our patients in need of urgent treatment, for existing patients to book appointments and for new patients to register here.
Definition of ‘failure to attend’ (FTA): Patients that have missed or have not cancelled/rescheduled at least 24 hours in advance of their pre-booked appointment (exceptional circumstances are at the discretion of the practice). If a patient is late (15min or more) for their appointment and is unable to be seen by the dentist, this will also be regarded as a failed appointment.
We ask that you give us at least 24 hours notice if you are unable to attend an appointment. This gives us the chance to allocate the appointment to other patients, some of who may require urgent care. Please note that Sundays will not be taken into account so notice to cancel an appointment scheduled for a Monday must be given no later than the preceding Saturday.
We understand that sometimes cancellations at short notice cannot be helped and we will take all valid circumstances into account. This is at the discretion of the practice.
For any treatment appointment booked, we will usually seek a deposit of £60.00 (or 50% of the fee of the planned treatment) as a confirmation of your commitment to attend the appointment. For examinations, full payment must be made on booking. The deposit is transferable or refundable provided at least 24 hours notice is given to rearrange or cancel. If a deposit has not been taken, we may ask that you pay a failure to attend fee of £35.00 per half an hour of clinical time booked before booking another appointment. If you do not provide at least 24hrs notice to cancel, or fail to attend your appointment, the full deposit amount will be lost.
Please note that, although we normally send email and/or text message reminders prior to appointments, the successful delivery of these relies on our text provider, your mobile network provider and your phone and cannot therefore be guaranteed. Therefore, you should not rely on our emails or text messages as the sole reminder of your appointment. We will not be responsible for any appointments missed as a result of non- delivery of these text message reminders, regardless of the reasons for its failure.