Appointments Policy

   

Appointments Policy – OSDC

69–85 Old Street Macpherson House EC1V 9HX At our practice, we aim to manage appointments efficiently to minimise delays and reduce lost surgery time due to cancellations or missed visits. To maintain a high-quality service, it is important that patients attend appointments as scheduled. Appointments can be made, cancelled or rescheduled by calling 0207 253 5982 during clinic hours, or by emailing info@oldstreetdentalclinic.co.uk. Private appointments can also be booked online via our website.

Our Commitment to You

  • Communicate in a courteous, friendly and professional manner
  • Provide full information about treatments and costs
  • Offer care outside normal hours where necessary
  • Refer patients for specialist care when appropriate
  • Keep appointment wait times within 15 minutes where possible
  • Send appointment reminders via email or SMS
  • Provide notice of any changes or cancellations
  • Inform you if your dentist changes

Your Responsibilities

  • Attend appointments on time
  • Follow treatment and preventative advice
  • Provide at least 24 business hours’ notice for cancellations
  • Provide 72 hours’ notice for specialist appointments
  • Keep your contact details up to date

Late Cancellation & Missed Appointments

Missed or late-cancelled appointments may incur a charge. Fees depend on appointment type and duration and are at the discretion of the Practice Owner and treating clinician. A missed appointment (FTA – Failed To Attend) includes:
  • Arriving more than 10 minutes late
  • Not attending an appointment
  • Cancelling with insufficient notice
  • Failure due to missed reminder messages

NHS Patients

Patients who miss two NHS appointments may not be offered further NHS treatment. Regular attendance (at least annually) is required to remain registered.

Private (Independent) Patients

Private appointments require a deposit at booking. Missed or late-cancelled appointments will require payment of an FTA fee before rebooking. Repeated missed appointments may result in refusal of future bookings.

Reminders

SMS reminders are sent 2 days prior as a courtesy. Failure to receive a reminder does not exempt patients from charges.

Online Booking

Private appointments can be booked online with a deposit. NHS appointments must be booked via phone or email. Private booking fees are non-refundable.

Rescheduling by the Practice

If appointments need to be changed, patients will be contacted as soon as possible and offered the next available slot.

Administrative Fees

Non-refundable administrative fees may apply for services such as reports, insurance claims, finance applications, and document requests.

Dental Finance

Finance is available for treatments over £350 (excluding emergency care), subject to approval. A minimum 10% deposit is required.

Payment Methods

  • Debit/Credit Card (including American Express)
  • Cash (least preferred)
We do not accept cheques. Unpaid accounts may be referred to collections or legal action.

Cancellation Notice & Fees

Appointment Type Deposit / FTA Fee Cancellation Notice
NHS Exam / Treatment – 24 hrs (48 hrs if repeat FTA)
Independent Exam (30 mins) £40 24 hrs (48 hrs if repeat FTA)
Private Treatment (45–60 mins) £50–£100 48 hrs (up to 72 hrs if repeat FTA)
Specialist Treatments £80–£150 72 hrs (min 48 hrs with valid reason)
Hygiene (30–45 mins) £40 24 hrs (48 hrs if repeat FTA)
Hygiene (60 mins) £80 48 hrs