Failed to Attend (FTA) Policy

Policy Statement

The purpose of this policy is to support the efficient operation of the practice by reducing missed appointments, minimising wasted clinical time and ensuring that appointment slots remain available for other patients.

Patients are kindly requested to provide at least 24 hours’ notice if they need to cancel or reschedule an appointment. Failure to do so will be recorded as a Failed to Attend (FTA).

FTA Procedure

For NHS and Private Patients

• First Missed Appointment: Patients will receive a letter explaining the FTA policy and encouraging them to rebook. If the missed appointment was for a routine examination or hygienist visit, no fee will be charged. However, private treatment appointments may incur a charge.
• Second Missed Appointment: A more formal letter will be issued. Private patients will be required to settle an FTA fee before any future appointments can be scheduled.

For New Patients

• First Missed Appointment: The deposit paid at the time of booking will be retained as an FTA charge. A new deposit will be required to secure another appointment.

Administrative Guidelines

• Record Keeping: All failed appointments and related communications will be documented in the patient’s record.
• Appointment Reminders: The Practice will send reminders to assist patients in remembering their appointments. However, it remains the patient’s responsibility to attend as scheduled.
• Contact Information: Patients are responsible for ensuring that their contact details are accurate and up to date.

Additional Considerations

• Use of Discretion: The Practice reserves the right to exercise discretion in cases where there is a valid reason for missing an appointment.
• Fee Policy: Charges for failed appointments apply to private patients and will be communicated clearly.