Smart Dental Care – Patient Responsibility Charter & Holding Fee Policy

Aim: Patient responsibilities and booking fee policies to ensure timely access to appointments.

• Before You Arrive
  • Please arrive at least 10 minutes early to complete any necessary paperwork. In most cases, your medical history form will be sent electronically in advance so you can complete it online, saving time for both you and our reception team.
• Arriving Late
  • If you arrive more than 5 minutes late, you may not be seen, and your appointment may be classed as a late cancellation. If you expect to be late, please call the practice as early as possible to discuss your options and avoid a wasted journey.
  • Please note: any appointment cancelled with less than 48 hours’ notice will also be classed as a late cancellation.
• Repeat Non-Attendance Policy
  • If a patient misses two appointments within an 18-month period—either as no-shows or short-notice cancellations—their registration with the practice may be terminated. Once deregistered, patients will no longer have access to services at practice and must rejoin as a private patient. If a deregistered patient requires an emergency appointment, they will only be seen on a private basis, and a £50 prepayment will be required.
•  Cancellations and No-Shows
  • You need to give at least 48 working hours' notice to cancel or rearrange appointments.
  • Failure to provide 48 working hours' notice will result in the loss of the booking fee.
  • Patients who do not attend their appointment without prior notice will forfeit their booking fee.
• Repeat Non-Attendance Policy
  • If a patient fails to attend an appointment on two or more occasions due to non-attendance or short-notice cancellation within 18 months, their registration with the practice will be terminated.
  • After termination, patients will no longer have access to the services at the practice. They will need to find an alternative practice or re-join the practice as a private patient.
  • If a patient needs an emergency appointment, such as for a toothache, they will only be seen as a private patient for a fee of £50, payable in advance.
• Appointment Reminders
  • To help patients remember their appointments, we aim to send reminders:
    • One week before the scheduled appointment
    • Two days before the appointment
    • A telephone reminder one day prior
  • However, it remains the patient’s sole responsibility to attend the appointment on time and provide at least 48 working hours’ notice if cancellation or rescheduling is needed.They must contact the practice promptly for any changes.
• Patient Responsibility
  • It is the patient’s responsibility to ensure they attend their scheduled appointment or provide the required 48 working hours' notice if unable to attend.
  • Patients can notify the practice of a cancellation or reschedule by:
    •  Calling the practice. If the call is unanswered, patients may leave a voicemail.
    •  Emailing the practice directly.

We appreciate your cooperation in adhering to this policy, which helps us minimise disruptions and ensures appointment availability for all our patients.

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