Cancelling or changing your appointment
Please give at least 24 hours’ notice for all appointments, including hygiene. We appreciate 48 hours wherever possible, as this gives us more time to offer the appointment to another patient. Contact reception by telephone during opening hours or email the practice using the details on your appointment confirmation. Include your name and appointment date and time. Notice is measured in actual hours, including weekends and bank holidays. For emails, the time the message reaches our inbox counts, even when reception is closed. Please contact us as soon as possible even if less than 24 hours remain.
Private appointments
A missed appointment or cancellation with less than 24 hours’ notice may incur a charge of up to £1.50 per booked minute: £30 for 20 minutes, £45 for 30 minutes or £90 for 60 minutes. These terms will be explained before booking. This is not a penalty. It helps cover reasonable loss from reserved clinical time, staff and practice facilities. We will try to refill the appointment and allow for replacement bookings and costs saved. The charge will not exceed the loss remaining or the agreed appointment fee. Any retained deposit counts towards the charge; any excess is refunded or credited with your agreement.
NHS appointments
There is no charge for missed or late-cancelled NHS appointments. Where an NHS patient separately books private care, the private terms apply to that appointment.
Missed appointments and future care
After a first missed appointment, we will contact you, explain the attendance policy and ask you to sign an acknowledgement that it has been explained and received. A second missed appointment will trigger a review by the treating dentist and may result in the practice ending future care. Before any decision, we will consider the reasons, clinical needs, ongoing treatment and reasonable adjustments. Any decision to end care will be explained in writing, with arrangements for continuing care. Children and patients who depend on carers will be managed through our safeguarding procedures
Illness and exceptional circumstances
If you develop a stomach bug, respiratory infection or cold sore, please contact us promptly for advice and rearrangement. The usual late-cancellation charge will not apply when rearrangement is needed for these reasons. Other emergencies will be considered individually. Please give as much notice as you reasonably can.
Late arrival and practice cancellations
If you arrive late, the clinician will decide whether treatment can safely proceed. Any private charge will depend on the circumstances and loss incurred. If we cancel, no cancellation charge applies and payment for the appointment can be refunded or transferred with your agreement. Please contact the practice manager with any questions.
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