At Moody Terrace and Albert Place, we aim to offer convenient appointment times and high-quality care for every patient. When an appointment is cancelled at short notice, it can be difficult for us to allocate that appointment to another patient in need, and often the appointment time is wasted. 

New patients will find the full terms and conditions in their welcome pack.  

The complete terms and conditions are also available on our website.  

To help us keep things running smoothly, we kindly ask for at least 24 hours’ notice if you need to move or cancel your appointment. 

If you provide less notice, it will be recorded as a ‘Short Notice Cancellation’ (SNC). 

• If you cancel with less than 24 hours’ notice, a short notice cancellation fee of £175 per hour may apply. 

• If you fail to attend your appointment and haven’t let us know, the same fee may be charged, and in addition, full payment for the outstanding treatment will be requested prior to offering you a further appointment.  

Late Arrivals:                                                                                         

If a patient arrives late for an appointment, we’ll promptly inform the dentist and work together to decide whether the appointment can still proceed. The final decision will be based on the treatment required and whether it can be completed within the remaining time. 

Failed to Attend (FTA) Appointments:                                                          

A 10-minute grace period is allowed for appointment arrivals. If a patient does not arrive within this time, a receptionist will attempt to contact them. If the patient is reached and unable to attend, they will be notified that the appointment will be marked as FTA, and they will be informed of the full terms and conditions. This will be confirmed in writing. If the receptionist cannot reach the patient, a letter or email will be sent.  

Failed to attend a Dental Health Check and/or Hygiene Appointment:                                                            

For a patient on one of our dental membership plans, no fees will be applied to rebook their first failed appointment. Should they FTA or SNC a 2nd routine appointment within 12 months and wish to rebook, the patient will be required to pay the independent fees to cover the additional clinical time, or waive the appointment altogether and reschedule as per their set recall period (3, 6 or 12 months).   

For independent patients (not on one of our membership plans), a pre-payment will be necessary to rebook your appointment. This fee will cover the cost of your next appointment. If you SNC or FTA again, the payment will be used to cover the lost clinical time, and you will be charged again in advance to allow us to rebook your appointment. 

Repeated Failures/Cancellations:   

If a patient has three FTA or SNC cancellations within 24 months, this will be reported to the Patient Experience Coordinator who will review the patient’s attendance history.  

They will decide if we will continue to provide dental care for that patient.  

If a patient disagrees with a decision regarding an SNC or FTA appointment, they will be advised to submit a written complaint to our Patient Experience Coordinator, Lauren Roberts.  

Mitigating Circumstances 

We completely understand that unexpected things can happen — illness, emergencies, or family matters. If that’s the case, please get in touch with us as soon as you can, and we’ll always do our best to understand your circumstances.  

You can cancel or reschedule by:
📞 Phone: 01260 272657
📧 Email: appointments@moodyterrace.com 

Thank you for helping us care for all our patients by respecting our cancellation policy. Your understanding and cooperation mean a lot to us, and will help us run smoothly.