Appointment and Cancellation Policy 2022
To ensure we at Durley can continue to provide quality care to our patients the clinical time
must be used effectively. To achieve this, we have updated our appointment management and
cancellation policy. Please read below:
Management of appointments
Please make or reschedule appointments by calling our dedicated bookings team on 02392 262973. This number has a 24-hour answer machine (with endless storage capacity) it will record, save your message and even email the recording to the team. Thus, even nurses from the surgeries could get back to you if they have free time. So please use this service, leave us a message, and be reassured we will contact you back as soon as possible.
You can also send us an email to team@durleyavenuedental.co.uk the inbox is set up so your email will flash up at the side of our computers ensuring the swiftest possible action.
All of the options above enable you to change appointments with the most convenience to yourself while complying with the cancellation section of this policy.
Reminders
[E-mail/Text] reminders are sent to patients that have requested this service, 1 month and 2 weeks and 2 days before, any appointments booked in.
In order for us to help you by sending these reminders, please inform us at the practice of any changes to your contact details.
Cancellation or delay of an appointment by the practice
Your appointment will only ever be canceled and rebooked by us in unavoidable circumstances. We as a team are dedicated to your care. To further reduce practice cancellations, we try to cover each other’s clinics.
Should the practice need to change an appointment the following steps will be taken:
You will be contacted as soon as the practice is aware of the need to cancel or delay the appointment.
We will explain the reason for the cancellation or delay.
You will be offered a new appointment at the earliest time available.
Should you be unable to commit to a new appointment during that rebooking, we will ask you to get in touch at a time convenient to you. Or we can place you on our automated cancellation list that can text you should a space becomes available.
Late cancellation and missed appointments/deposits
We require (48 hours) of notice to change/rebook or cancel an appointment. If a cancellation occurs within less than 48hours a charge will be taken in the form of your appointment deposit being lost.
We are introducing deposits from the 1 st of April 2022.
The Deposits will be taken as follows:
New patient examinations: 100% fee payable upfront.
All Treatment appointments 50% fee for the next up and coming appointment.
Hygiene Appointments £29 payment upfront.
If you are on our plans (DPAS or Denplan) the above policy still applies however no deposit is taken for your inclusive appointments.
If you are on a dental plan and are late to cancel, or fail to attend a hygiene or examination appointment, then you can either forfeit your appointment or pay privately for another sooner appointment.
If on a plan but you pay for dental treatment the 50% deposit is still required.
We are aware that life can get in the way of plans, in which, occasionally, very late cancellations need to be made. We politely ask you to let us know as soon as possible by contacting the practice on 02392 262973 there is a chance the appointment could be filled by another patient and thus a fine will not be placed over your deposit.
If you need to appeal a missed appointment charge, please send the appeal via email to the following address team@durleyavenuedental.co.uk
The addition of taking deposits and updating the previous policy is to ensure we are all clear of the requirements moving forward to more normal times post covid-19 lockdowns.
We have fantastic patients here at Durley and I am confident you will support these small changes.