1. Purpose of this policy
The purpose of this Patient Attendance Policy is to ensure that Clarendon Dental Spa can provide safe, fair, and efficient dental care to all patients. Consistent attendance and appropriate notice of appointment changes are essential for maintaining access to NHS services and ensuring clinical time is used effectively.
For children under the age of 18, the practice follows safeguarding guidance by referring to missed appointments as “Was Not Brought (WNB)” rather than “Failure to Attend (FTA)” or “Did Not Attend (DNA)”, as responsibility for attendance rests with the parent or person with parental responsibility.
2. Scope
This policy applies to all patients registered at Clarendon Dental Spa for NHS dental care and private services.
3. Policy statement
Clarendon Dental Spa is committed to providing high quality dental care. To achieve this, patients must:
- Attend appointments punctually.
- Maintain regular examination attendance.
- Avoid using the service solely for emergency care.
Failure to meet these requirements may result in removal from the practice list.
For patients under 18 years of age, missed appointments will be managed in line with the practice’s safeguarding responsibilities and the Was Not Brought (WNB) approach.
4. Definitions
- Short notice cancellation: Cancelling an appointment with less than 48 working hours’ notice. Working hours exclude Saturdays, Sundays, and bank holidays.
- Failed appointment (DNA – Did Not Attend): An adult patient not attending an appointment without any notice.
- Was Not Brought (WNB): A patient under the age of 18 who does not attend an appointment because they were not brought by their parent, guardian or responsible adult.
- Written request for appointment changes: Email or written communication requesting to amend or cancel an appointment.
- Routine dental examination: A scheduled check-up recommended by the dentist to maintain oral health.
5. Attendance requirements
5.1 Regular check-ups
- Patients are required to attend regular dental examinations as advised by their dentist.
- If a patient has a gap exceeding 18 months between routine check-ups, they may lose their place at the practice.
- Patients who only contact the practice for emergencies without attending routine examinations will not be able to remain registered.
5.2 Short notice cancellations and missed appointments
- One short notice cancellation or one missed appointment (DNA) is tolerated within a rolling 2-year period.
- Any further short notice cancellation or missed appointment within that same 2-year period will result in the patient being removed from the practice list.
5.3 Missed appointments
Adult patients (18 years and over)
A first missed appointment (DNA) without notice will count as one strike under the rolling 2-year allowance in section 5.2. A second short notice cancellation or DNA within the same 2-year period will result in immediate removal from the practice list.
Children and young people (under 18 years)
Where a child or young person does not attend because they were not brought to their appointment, the practice will record this as Was Not Brought (WNB) rather than Failure to Attend or Did Not Attend.
The practice has a duty to consider the welfare of children and young people. Repeated Was Not Brought appointments may prompt the practice to:
- Contact the parent or guardian to discuss the missed appointment.
- Consider whether there are any safeguarding concerns.
- Follow local safeguarding procedures where appropriate.
A child or young person will not be held responsible for a missed appointment.
5.4 Private patients: appointment deposit
All private appointments require a 50% deposit at the time of booking.
- If a private patient cancels or reschedules with more than 48 working hours’ notice (excluding Saturdays, Sundays, and bank holidays), the deposit is transferred in full to the rescheduled appointment, or refunded on cancellation.
- If a private patient cancels, reschedules, or fails to attend with less than 48 working hours’ notice, the deposit is forfeited. A new 50% deposit will be required to book any future private appointment.
- This deposit policy applies to private appointments only. NHS appointments are governed by sections 5.1–5.3 above.
6. Communication of policy
This attendance policy is displayed:
- On the practice website.
- In the Patient Handbook in reception.
Patients are responsible for familiarising themselves with these requirements.
7. Exceptional circumstances
Clarendon Dental Spa recognises that emergencies and unforeseen events occur. In exceptional cases, the practice may use discretion when reviewing a missed or late cancelled appointment. Evidence may be requested.
8. Review of policy
This policy will be reviewed annually or sooner if NHS guidance changes.
Date: 4th June 2026
Review Date: 3rd June 2027
