Cancellation, Late Arrival and Missed Appointment Policy

 

The purpose of this policy is to make patients aware of possible charges that may be imposed for broken appointments. This policy covers failed attendances, short notice appointment cancellations,* and/or late arrival.** A broken appointment is considered failure to attend (FTA) an appointment or a short notice cancellation/late arrivals.

We at Giffnock Village Dental Care recognise that problems crop up unexpectedly, loved ones become sick, the car will not start or the traffic was particularly heavy due to an accident. However, some people are persistently late, cancel at short notice or just do not turn up for their appointments, despite regular reminders via text and emails. We feel this is disrespectful to the staff and disrupts service access for other patients who could have been seen that day.

 

It is not our wish to charge patients for broken appointments as this can cause bad feeling. However our time is important and repeated broken appointments cost the practice money.

 

Due to the high demand for appointments at Giffnock Village Dental Care a charges for repeated short notice cancelations, late attendance or missed appointments (FTAs) are set out below.

 

NEW PATIENTS

  • If the first appointment is not kept, a second appointment may be offered depending on availability of appointments. However failing a first appointment is a poor start to our relationship so a second appointment may not be offered.
  • If a second appointment is offered and the individual fails to attend for a new patient exam no further appointments will be offered.

EXISTING PATIENTS

FAILURE TO ATTEND (FTA)/SHORT NOTICE CANCELLATION/LATE ARRIVAL

  • First broken appointment– a small fine may be imposed.
  • Second broken appointment – If a second and subsequent broken appointment occurs, a fine may be imposed. The amount of the fine is dependent on the length of appointment missed. However, the dentist may consider removing repeat offenders  from the practice.

 

All attendance, cancellations and FTAs are automatically recorded on our system.

 

If a patient has difficulty in attending pre-booked appointments, we suggest that patients contact Giffnock Village Dental Surgery at their earliest convenience. We will try to offer you the nearest available appointment for that day assuming availability exists or offer another day.

 

Cancelling at short notice makes it very difficult to offer your appointment to another patient.

 

Patients arriving more than 10 minutes late for a dentist appointment may be requested to reschedule their appointment as it would be difficult to fit their appointment in without the dentist running late for other patients.

 

Failing To Attend (FTA) an appointment wastes the dentist’s time and costs money to the practice. In addition, it prevents other patients from utilising that time.

 

We make every effort to remind patients of their appointment at considerable cost to the practice. If a patient has a history of FTAs the practice will remove their registration.

 

Please be aware the team at Giffnock Village Dental Care  do not make appointments without your knowledge.

 

It is the patient’s responsibility to inform the practice of any change to their email address and/or text message. This enables us to send reminder texts and emails.

 

Please be aware that we send out reminders as a courtesy, it is the patients responsibility to remember their appointments as sometimes our systems may be down

 

It is the dentist’s prerogative to remove from their list anyone who has wasted surgery time by attending late, cancelling at short notice or failing to attend, or a combination.

 

Giffnock Village Dental Care reserve the right to request clients who repeatedly cancel appointments at short notice, fail to attend, arrive late or are rude/abusive to find another service provider.

 

Clients are under no obligation to pay a deposit or a fine. However, no further appointments will be given until the fine is paid.

 

Due to the uncertainty of offering personalised healthcare treatment, occasionally our appointments can over-run. The team at Giffnock Village Dental Care recognise the value of your time and work hard to ensure your appointment is punctual. However in circumstances beyond our control, Giffnock Village Dental Care may be required to cancel or reschedule appointments.

 

*For the purpose of this policy a short notice cancellation is considered to be less than 24 hours from your appointment. .

**Late arrival is ten minutes or half of the appointment slot e.g. 5 minutes late for a 10 minute exam appointment is a late arrival.

Last reviewed March 2019.