Cancellations, Lateness & Missed Appointments
Our aim is to provide all our patients with the best possible care, and an important part of this is to ensure our patients have the best chance of accessing a dental appointment when they need it.
We therefore operate a strict cancellation, lateness, and missed appointment policy at the practice to ensure fairness to both our patients and staff.
CANCELLATIONS
If you are unable to keep your appointment, you must provide at least 2 working days’ notice if you wish to rearrange or cancel. This is to ensure that the appointment slot can be offered to someone else. Appointments cancelled with less than 2 working days’ notice will be classified as a short-notice cancellation and will incur a fee (as below).
For appointments that are booked for slots of 2 hours or more in duration, we kindly ask for 1 week’s notice, wherever possible, if you wish to cancel or rearrange. These appointments include, but are not limited to, dental implants, some composite bonding cases, or complex crown and bridge preparation appointments.
LATENESS
As with all healthcare services, we always strive to see out patients on time. However, sometimes a dental procedure can take longer than anticipated due to unforeseen circumstances, and the clinicians may unavoidably run behind. We appreciate that having to wait can be frustrating for our patients who lead busy lives, so please let reception know if you are unable to wait for an extended period of time. However, if you arrive late for an appointment and the clinician feels they cannot carry out your treatment safely or effectively in the time remaining, they may not be able to see you and request that your appointment be rearranged. This appointment would therefore be classified as a failed appointment and incur a fee, see (as below).
The clinicians’ decision is made in the patients’ best interest because they do not wish to rush your treatment in the remaining time and do not wish to run late for the next patient booked in after you.
MISSED APPOINTMENTS
We understand that occasionally patients may forget about a scheduled dental appointment. We therefore send SMS or email reminders in the lead up to your appointment in case it has slipped your mind. Should you fail to attend an appointment, a fee will be charged (as below).
You may also receive a letter from us to remind you of our missed appointment policy, and you will be given the opportunity to rebook. For private appointments, the appointment booking fee will need to be repaid before another appointment can be secured. Patients’ who repeatedly cancel appointments without providing 2 working days’ notice or fail to attend will not be offered further appointments at the practice and will need to seek dental care at an alternative dental practice.
BOOKING FEES
Appointment booking fees are taken upfront for all private appointments. Appointments cannot be secured until the booking fee is paid in full. The booking fee charged will depend on the type of appointment.
Oral health assessments
Emergencies
Consultations (except with TCO)
All hygiene appointments
All filling appointments
All other private appointments
If an appointment is missed or cancelled with less than 2 working days’ notice, the entire appointment booking fee will be charged and lost. This is to cover the running costs of the practice, including paying staff and overheads.
For our Northview Essentials Plan members, any routine exam or hygiene appointments included in your plan that are missed or cancelled at short notice will not be charged but will be counted as one of your included plan appointments. Additional exam or hygiene appointments booked outside of your annual allowance will need to be paid for at the standard independent price.
Please note that the practice cannot be responsible for lateness or missed appointments due to issues with transport, travel arrangements, or traffic. We are unable to make exceptions to this policy to ensure fairness to all our patients and our staff. Abuse towards our staff regarding this policy, whether verbal or written, will not be tolerated under any circumstances.
Robert Alexander23 October 2023Had an extraction of a badly damaged tooth four days ago. Oliver very friendly and professional. Not the best patient and hate needles. Gel on gums first and can honestly say never felt a thing. Excellent job.
Anthea C20 October 2023I have had the best possible experience with Northview for both dental and cosmetic work and would recommend the practice to anyone! Coming here has completely changed my perception of going to the dentist, which I had previously had bad experiences with. I initially came here for invisalign but in my inital xrays, Andrew advised me that I needed several fillings and 2 extractions - something my NHS dentist hadn't picked up on and whose work I believe contributed to this. I was horrified and really anxious about the extractions but Andrew completely put me at ease, playing whatever music I wanted during the appointment and reassuring me the whole time. The procedure was absolutely fine - I had nothing to worry about! After that I proceeded with invisalign followed by a little bit of composite bonding and whitening. It has transformed my smile and my confidence. I never used to smile with my teeth in photos but now I smile all the time! The facilities at North View are modern, the service brilliant, and the people super friendly, professional and skilled from the moment you arrive. I definitely want to come here for all treatments in the future. Thank you so much Andrew and team!
Andtew Brooks18 October 2023
Paul Jay14 October 2023Had two extractions yesterday with Mr Oliver Jones, several injections, no pain! Well done Oliver to you and your team. Highly recommended this Dental Practice.
Joseph Miggiano10 October 2023I only recently enrolled in the practice and my experience to date as been extremely positive. Even though, I do not fear visiting a dentist everybody is friendly and you’re made to feel at ease. I had two extractions at the same time with no issues whatsoever. All sorted in seconds! Thank you Andrew. Also, I saw the hygienist a couple of weeks ago and again my experience was very positive. Thank you Kate.
Alison Barbrook10 October 2023Friendly thorough check up. The dentist checks all neck, jaw and tongue prior to checking teeth. Good communication through out.
Hazel Summers2 October 2023Dr Andrew Sullivan is so friendly whilst maintaining extremely high level of professionalism… makes you feel at ease. Highly recommended
christine jones13 September 2023A dental surgery is not my favourite place, nevertheless all of the staff who are very professional and friendly are happy to answer any question I have. One of the better surgeries I have attended.
Rachael Harper13 September 2023
Demi Jones13 September 2023Absolutely superb service, very friendly staff and Dr Patel was very informative and friendly, put me at ease and out of pain
Contact Us
Find us Here
- 10 North View Terrace, Caerphilly, Cardiff, CF83 1PE
Opening Hours
- Mon-Thurs: 9am- 5pm
- Friday: 9am-2pm