Short Notice Cancellation & Failed to Attend Policy

Effective Date: 15/01/2026

This policy applies to all appointments booked from this date onward.

Cancellation Period

Patients are required to provide a minimum of 24 hours’ notice from the time the appointment is booked to cancel or reschedule without charge.

Appointments that are:

• Cancelled within 24 hours, or
• Not attended (Did Not Attend / DNA)
• will be subject to a cancellation fee as outlined below.

Contacting the Practice

If the practice is closed (e.g. weekends), or you are unable to reach us by phone due to high demand, please:

• Leave a voicemail, or
• Email the practice

The time your message is received will be used to assess notice given.

Cancellation Fee Structure

Our fees are designed to be fair and transparent:

• Appointments under £100

→ Full appointment cost will be charged
Example: £80 appointment = £80 fee

• Appointments over £100

→ £100 minimum charge plus 50% of the remaining balance above £100
Example: £104 appointment = £100 + £2 = £102 fee

• No-charge appointments (e.g. reviews)

→ Minimum charge of £55 will apply

Why This Policy Is Necessary

We recognise that unexpected circumstances can arise, and we understand that cancellation fees may feel difficult at times. However, this policy is necessary to maintain fairness and ensure we can continue providing care to all patients.

Missed or short-notice cancellations significantly impact the practice because clinical time cannot usually be filled at short notice. This affects:

• Availability for other patients in need of care
• Safe and efficient use of clinical staff time
• The rising costs of running a dental practice

While we always aim to be fair and compassionate, it is important that this policy is applied consistently to all patients. Inconsistent application of discretion can lead to unfairness across the patient base.

This policy is not in place due to a lack of care or compassion. It is in place to support the long-term sustainability of the practice, our staff, and the care we provide.

Supporting Fair Access to Appointments

We kindly ask all patients to provide as much notice as possible if they are unable to attend. This allows us to offer appointments to other patients who may be waiting for care.

NHS Appointment Attendance Policy

First Missed NHS Appointment

If you miss your first NHS appointment without prior notice, you will not be offered further NHS appointments at this practice.

First Short-Notice Cancellation

If you cancel your first NHS appointment with less than 24 hours’ notice, you will not be offered further NHS appointments at this practice.

Repeated Non-Attendance

If you miss or cancel appointments at short notice on two occasions within a 12-month period, you will no longer be eligible for NHS appointments at this practice.

Routine Dental Examinations

NHS patients are expected to attend routine dental examinations as advised by their dentist.

If no routine attendance occurs for over 12 months, we will assume you no longer require NHS care and you may be removed from the NHS patient list at the practice.

Why This Policy Matters

Due to ongoing pressure within NHS dentistry and increasing demand for appointments, it is essential that clinical time is used effectively.

Since implementing structured attendance policies, our short-notice cancellation and DNA rates have significantly reduced, allowing more patients to access timely dental care.

We appreciate your understanding and cooperation in helping us deliver fair and efficient access to care for all patients.