Definition of Failure to Attend (FTA)

A patient is considered to have failed to attend if they miss a pre-booked appointment without providing at least 24 hours’ notice for cancellation or rescheduling. Exceptional circumstances may be considered at the discretion of the practice.

NHS Regulations on FTA

Under the National Health (Dental Charges) Regulations 2005 (Section 3), the practice cannot charge patients for failing to attend appointments. However, all FTAs will be recorded in the patient’s file.

FTA Procedure

First FTA: The patient will receive a verbal or written reminder. They may rebook the appointment but will be informed that missing a second appointment could result in refusal to complete their NHS course of treatment, in line with NHS England policy and the General Dental Service Regulations 2005, Schedule 3 Part 1 (5).

Second FTA: If a patient misses two or more appointments without 24 hours’ notice, this may be considered an irreparable breakdown in the dentist-patient relationship. Under NHS (General Dental Services) Regulations 2005, Schedule 3 Part 1 (5), the practice may refuse further NHS treatment.

New Patients

If a new patient fails to attend their first appointment, the practice reserves the right to decline any further NHS appointments.

Private Appointments 

Pay as you go 

Late cancellations and missed appointments result in lost time that could have been used to treat other patients. Therefore, all payments made to secure appointments are non-refundable and will be forfeited in the event of a late cancellation (less than 24 hours’ notice) or a missed appointment

Practice Plan patient appointments

Payments for appointments are made in advance as part of the plan. If you cancel late or miss an appointment, the appointment will be chargeable to reschedule, or you will need to wait until your next scheduled appointment under the plan.

Appointment Reminders  

While the practice may send email or text message reminders, successful delivery depends on external providers (e.g., mobile network operators). Patients should not rely solely on these reminders. The practice is not responsible for missed appointments due to non-delivery of reminder messages.

Thank you for your understanding and cooperation.