Practice policy on missed or late cancelled appointments and failure to return for treatment

Missed or late cancelled appointments

• We do not charge NHS patients for missed or late cancelled dental  appointments
• Late cancellation is defined as within 24 hours of the appointment.
• A fee for missed or late cancelled private appointments is at the  discretion of the dentist, and is based on the cost of the surgery time  lost.
• If patients fail to attend, or late cancel on ​2 or more occasions within a  12 month period,​ their registration with the practice may be  withdrawn.
• This is in line with the NHS Choices website which states that “if you  miss NHS appointments, your dentist can decide not to offer you  treatment in the future”
• This is at the discretion of the dentist, and can apply to both NHS and  Private patients.
• If two or more appointments are missed or late cancelled, and the registration with the practice is to be  withdrawn, a letter will be send advising the patient of this.
• This letter will also be sent to the area team, and a copy kept on file for  future reference.
• The letter will contain details of the NHS England guidance on missed  dental appointments.
• Any concerns or complaints by patients will be directed towards Emma  Williamson, and the complaint procedure made known if required.

Failure to return for treatment

• Patients are encouraged to make appointments for any  treatment required at the time of initial assessment.
• Patients with outstanding treatment will be contacted to make an  appointment, first by phone call, then by letter.
• If an appointment is not scheduled ​within 1 month​ of the initial  assessment, the treatment plan maybe closed.
• The actual  treatment appointment, if made, does not have to be  within 1 month, as long as an appointment is on the system.
• If no appointment is made after these further two attempts, the treatment plan can be closed, as the patient will be presumed to have failed to return. 
• This will mean that anyone with an open course of NHS treatment,  who have paid already for Band 1, will have to pay again for a new  course of treatment (as the claim will have been sent off).
• They will therefore be charged more overall for their treatment.
• Private patients too may also be charged for a new examination.
• Both are at the discretion of the dentist.
• Our policy is in line with guidance on the NHS Choices website.
• Any concerns or complaints can be directed to Emma  Williamson, and the complaint procedure will be made known if required.

Failure to correctly declare exemptions

• Patients are advised, by posters in the waiting rooms, that failure to  correctly declare their exemption may result in a fine, along with  having to pay the full charge of the treatment.
• Patients are therefore encouraged to correctly declare to staff, with  proof, any exemptions they are entitled to.
• Patients are responsible for ensuring they declare thier exemptions correctly, Peasholm dental practice is not responsible for this declaration.