Appointment Policy

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

Missed or late cancelled appointments

  • Late cancellation is defined as being a cancellation on the same day as the appointment.
  • We do not charge NHS patients for missed or late cancelled dental appointments.
  • 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,​ the practice may withdraw their registration.
  • 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 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  • If two or more appointments are missed or late cancelled, and the registration with the practice is to be withdrawn, a letter will be sent to the area team, and a copy kept on file for future reference.
  • Any patients that fails to attend a treatment appointment, will be managed as per the failed to return policy below. Patients must be given a “reasonable time period” for which to contact the practice to re-book the appointment. Patients will be contacted to try to arrange this appointment, as per the below policy. Contact will be via phone. The maximum time allowed for this will be 2 months.
  • If the patient then attends for the treatment recommended, the fee for the band 2 or 3 treatment will be maintained, and no additional fee applies.
  • If patients fail to attend for a scale & polish appointment, where it will just be a band 1 treatment, this open course of treatment can be closed with immediate effect, as this is classed as part of the examination process. The form can be closed as failed to complete. Should the patient then wish to attend for this treatment at a later date, a new course of treatment will be entered into, and the full band 1 fee will be applicable again.
  • If the patient fails to attend for subsequent appointments, despite having been contacted, the above procedure will be followed, and registration with the practice will be withdrawn.
  • If patients arrive more than 10 minutes late for a scheduled appointment, then the appointment may not be able to go ahead. If patients think they may be late for an appointment, it is advised that they call the practice

Failure to return for treatment

  • Patients are encouraged to make appointments for any treatment required at the time of the initial assessment.
  • Patients with outstanding treatment will be contacted to make an appointment as soon as possible, please ensure you keep your contact details up to date.
  • If an appointment is not scheduled ​within 1 month​ of the initial assessment, the treatment plan may be 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 two attempts to contact the patient, 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.
  • Our policy is in line with guidance on the NHS Choices website set by NHS England.
  • Any concerns or complaints can be directed to Nicki Ingle, and the complaint procedure will be made known if required.

Declaring Exemptions

  • Patients are responsible for ensuring they declare their exemptions correctly; Corner House Surgery is not responsible for this declaration. We advise you bring proof of exemptions to appointments.