Need to change an appointment? Please give us at least two full business days’ notice so we can offer the time to another patient.
Missed Appointments And Short-Notice Cancellations
Appointments are reserved specifically for you. If you cannot attend, please contact your practice as soon as possible and give at least two full business days’ notice before changing or cancelling your appointment.
We understand that illness, emergencies and unexpected circumstances can arise, and our team will consider individual situations. However, repeated missed appointments or short-notice cancellations make it harder to offer timely care to other patients.
NHS Appointments
We do not charge patients for missing an NHS appointment, cancelling at short notice or arriving late. However, missed appointments, repeated short-notice cancellations or late attendance may affect our ability to offer further NHS appointments, particularly where capacity is limited.
We do not take deposits for NHS examinations. Where appropriate, an NHS treatment charge may be requested in advance; any refund will be managed in accordance with NHS requirements.
NHS appointments and treatment are always subject to clinical need, practice capacity and the applicable NHS arrangements.
Private And Denplan Appointments
A missed private or Denplan appointment, or a cancellation made without the required notice, may result in a fee or the loss of a payment already made.
- The minimum missed-appointment or short-notice cancellation fee is £25.
- For treatment appointments, the charge may be higher and may be at least 10% of the treatment fee.
- For examinations, hygiene appointments and other prepaid visits, the full appointment fee may be forfeited.
Your practice can explain the arrangement that applies to your particular appointment before you book.
Late Arrivals And Waiting Times
Please allow enough time for travel, parking and check-in. Arriving even a few minutes late can affect a short appointment and delay the patients who follow.
If you are running late, telephone your practice promptly. We will try to help, but we may need to shorten or rearrange the appointment if it cannot be completed safely without affecting other patients.
Occasionally a clinical appointment or emergency takes longer than expected. When this happens, we do our best to keep patients informed while giving everyone appropriate care.
Deposits And Prepayment
Some private treatment, hygiene or high-demand appointments require a deposit or prepayment to secure the appointment. Your team will explain the amount and the cancellation terms before confirming your booking.
A private deposit or advance payment may be non-refundable if the appointment is missed or changed without at least two full business days’ notice. If you prefer not to pay a requested deposit, advance booking may not be available.
Illness And Infection Control
If you are unwell, have an active cold sore or believe you may have a contagious illness, contact the practice before attending. Our team will explain whether it is appropriate to continue, postpone or rearrange your visit.
Respectful Behaviour
Our dentists, hygienists, nurses and reception team deserve to work in a safe and respectful environment. We operate a zero-tolerance approach to abusive, threatening, discriminatory or intimidating behaviour in person, by telephone and online.
We understand that pain, anxiety and delays can be upsetting, and we will always listen to concerns raised respectfully. If you are unhappy with your experience, please use our feedback and complaints process.
Your Privacy And Personal Information
Please keep your contact details and medical history up to date. Use the secure, personalised patient-portal link sent by your practice rather than sharing confidential medical or payment information in a general email or website chat.
Read our privacy and cookies information or ask your local team for the practice’s full privacy notice.
