Failed to Attend (FTA) / Missed Appointment Policy

For NHS & Private Dental Practice

1. Purpose of this Policy

This policy outlines how our dental practice manages missed or late-cancelled appointments for both NHS and private patients. Missed appointments reduce our ability to offer timely care to other patients.

2. Definition of a Failed Appointment

A Failed to Attend (FTA) occurs when a patient does not attend their booked appointment and has not given at least 48 hours’ notice to cancel or reschedule.

3. Cancellation Requirements

Patients must provide a minimum of 48 hours’ notice to cancel or change an appointment. Cancellations can be made by phone, in person, or through approved online systems.

4. NHS Patients – FTA Policy

• NHS regulations do not permit charging for missed NHS appointments.
• A missed appointment without adequate notice may lead to a warning.
•  Repeated FTAs may result in removal from the practice NHS patient list.

5. Private Patients – FTA Policy

• Private appointments may incur a fee if missed or cancelled with less than 48 hours’ notice.
•  Charges are typically based on the length of the booked appointment (e.g., £1 per minute).
•  Fees must be paid before further appointments can be scheduled.

6. Repeated NHS Missed Appointments

1st FTA: Noted on record. The patient may be contacted.
2nd FTA within 12 months: warning issued.
3rd FTA: patient will no longer be able to receive care at the practice.
Exceptional circumstances will always be considered.

7. Appointment Reminders

Appointment reminders (SMS, email, or telephone) are provided as a courtesy. However, reminders cannot be guaranteed, and attending scheduled appointments remains the patient’s responsibility.

8. Exceptional Circumstances

We recognise that emergencies occur unexpectedly. If a patient has a valid reason for missing an appointment, such as illness, accident, or bereavement, the practice may choose not to apply the usual policy.

9. Policy Review

This policy is reviewed annually or as required by changes in NHS or regulatory guidance.