Dentist charges

CleverSwan · 2025-04-09T17:21:33+00:00

I rang the dentist to cancel tomorrows appointment as I'm unwell. When speaking to the receptionist she tells me that I have actually missed the appointment as it was today. She told me I would have to pay for the treatment that I missed. I apologise and agreed this was my fault, and agreed to pay. She then says I would also have to pay £30 cancellation charge. I disputed this as I haven't cancelled as I missed the appointment and am paying for the treatment. Surely it's one or the other? I paid up as I was stunned and she was insitant.. should I argue for a refund? Or AIBU? I feel the cancellation fee shouldn't have occurred.

Alwaystryhard · 09/04/2025 18:48

I'm a bit confused as to what happened: do you mean you thought you were cancelling an appointment for tomorrow but actually the appointment was for today so you actually had missed the appointment?
If that's the case you should be charged for a missed appointment and that's all.

I'm actually disgusted by my own dentists. They made it virtuually impossible to get an appointment as an NHS patient so unwillingly I went private with Deplan. Now I get a hurried 5 minute checkup with the dentist every 6 months and the bulk of the work on my teeth is done by the hygienist. And she works one day a week and her appointments are like gold dust And the Denplan fee just keeps rising and rising.

To my mind dental treatment in the UK is a huge con and the patient is the big loser.
So if you have been overcharged OP you are certainly not alone. .

Original poster

CleverSwan · 09/04/2025 18:57

Alwaystryhard · 09/04/2025 18:48

I'm a bit confused as to what happened: do you mean you thought you were cancelling an appointment for tomorrow but actually the appointment was for today so you actually had missed the appointment?
If that's the case you should be charged for a missed appointment and that's all.

I'm actually disgusted by my own dentists. They made it virtuually impossible to get an appointment as an NHS patient so unwillingly I went private with Deplan. Now I get a hurried 5 minute checkup with the dentist every 6 months and the bulk of the work on my teeth is done by the hygienist. And she works one day a week and her appointments are like gold dust And the Denplan fee just keeps rising and rising.

To my mind dental treatment in the UK is a huge con and the patient is the big loser.
So if you have been overcharged OP you are certainly not alone. .

Edited

Yes that's right, I rang to cancel what i thought was an appointment for tomorrow and the appointment was for today. I had already missed it by 1hr.

Funnily enough, this was a hygienist appointment which they have asked me to have every 3 months... this would be my 3rd.
I was offered the private plan but stayed with the nhs appointments. The hygienists appointments are band 2 and £67... feel like I'm being fleeced... 😒

OP posts:

cryinginthechapel · 09/04/2025 20:13

Dentist here. We are really struggling. Roof repairs, engineering repairs, increased wages, increased employers National insurance contributions, high energy costs, material costs have double in last few years, similarly lab bills have gone through the roof ( maybe that’s why we need to repair it 😉) , indemnity, insurance, professional fees, accountants, HR support, staff wages, sterilisation costs, IT support and software, PPE…
I feel like I’m drowning. And I need to pay my staff whether a patient turns up or not.
in saying that, it should be one or the other- either cancellation fee or charge for missed treatment.
Id likely charge for the missed appointment. We are short staffed, struggling to recruit due to a shortage of dentists, so currently have massive waiting lists to be seen. If patients have a poor record of attendance we would likely deregister them if they are repeat offenders.

LIZS · 09/04/2025 20:24

But you missed the appointment. They did not have the chance to offer it to another patient as they were expecting you. There is normally a Cancellation fee within 24/48 hours. Unfortunately it was your mistake.

Original poster

CleverSwan · 09/04/2025 20:29

LIZS · 09/04/2025 20:24

But you missed the appointment. They did not have the chance to offer it to another patient as they were expecting you. There is normally a Cancellation fee within 24/48 hours. Unfortunately it was your mistake.

But isn't paying the cost if the treatment I would've had enough? They haven't lost anything that way.. infact, they've gained as I have re ooked the appointment for a few wks time... 🤔

OP posts:

Sunnyplain · 09/04/2025 20:30

This reply has been withdrawn

This has been withdrawn by MNHQ at the poster's request.

UpTheAnte · 09/04/2025 20:30

LIZS · 09/04/2025 20:24

But you missed the appointment. They did not have the chance to offer it to another patient as they were expecting you. There is normally a Cancellation fee within 24/48 hours. Unfortunately it was your mistake.

OP has accepted it was her error. The question is whether she should have had to pay for both her missed treatment AND a cancellation fee.

You can't cancel something that has already occurred, and OP accepted the higher fee so I don't see why both charges were applied. Do they publish their terms on their website?

Original poster

CleverSwan · 09/04/2025 20:32

Thanks for the reply, I appreciate your perspective.
I'll ring them tomorrow and query the cancellation charge and see what they say... it seems a lot to charge for a missed appointment... it was a band 2 hygienist appointment plus the £30 cancellation so I paid £97!
I've been with this surgery for almost 25 years and have never missed an appointment 🙃

Sorry that reply was for the dentist poster but I must've forgot to quote!

OP posts:

Original poster

CleverSwan · 09/04/2025 20:35

UpTheAnte · 09/04/2025 20:30

OP has accepted it was her error. The question is whether she should have had to pay for both her missed treatment AND a cancellation fee.

You can't cancel something that has already occurred, and OP accepted the higher fee so I don't see why both charges were applied. Do they publish their terms on their website?

Show quote history

No, nothing on their website.
Theres possibly notices on the wall in the surgery about missing appointments 🤷‍♀️ but this is the first one I've missed in all the time I'm been a patient, almost 25years...
I think I'm right to query the cancellation fee..

OP posts:

Differentstarts · 09/04/2025 20:38

When they dentist owed me money for a mistake they had made and refused to give it back we met in the middle and I got my next 2 appointments free which covered the cost they owed me they may be more willing to give you services rather then cash and yanbu by the way

Darkclothes · 09/04/2025 20:45

OP- I asked to speak to the practice manager/admin manager or whatever its called at a dentist. It does seem excessive to be charged both fees!

My recent appointment, I got a call 10mins before the appointment, to tell me the dentist was ill and they'd need to re-schedule. Things happen, I understand, but, if I'd cancelled 10mins beforehand, I'd have to pay a fee. I asked whether that same amount for THEIR late cancellation would be credited to my account. NO, of course not was the reply!

MillyMollyMardy · 09/04/2025 20:56

@CleverSwan if you were being seen for NHS treatment they can't charge you for a missed appointment or for treatment you haven't received.

Most hygienist appointments are private. If you are seen for an NHS dental appointment you would sign an NHS form. If they have charged you-you are being seen privately but they shouldn't be charging for both.

What they can do is advise you that if you miss or late cancel appointments you can be asked to find another practice.

ScaryM0nster · 09/04/2025 21:00

It would seem odd to be charged a cancellation fee and the full appointment fee.

That’s definitely worth clarifying.

It would also be odd to get that frequent nhs hygiene appointments, so I suspect they’re private.

RhubarbandCustardYummyYummy · 09/04/2025 21:01

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I’m a dentist working full time with maybe only 4 days off a year…. I’m not making 80k even 7 years post graduation and yeah, I’m struggling.

Musicaltheatremum · 09/04/2025 21:06

@RhubarbandCustardYummyYummy
Yes I think especially if you're partner in a dental practice you have so many outgoings there's not much left for takehome.

Newname71 · 09/04/2025 21:07

Dentists are not allowed to to charge you for missed NHS appointments! They’re also not supposed to charge you for treatment you haven’t had!
Give me a few minutes and I’ll find the regulations for you.

cryinginthechapel · 09/04/2025 21:08

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Yes. I‘m a dentist. I’ve been posting on Mumsnet for years but change my name regularly to protect my anonymity.
I forgot to mention the six years training at uni, the student loans that need paid off, the sacrifices that were made to complete our training. The continued professional development, the constant threat of litigation and the stress that goes with that, the constant hate online. I don’t know any other profession that gets such a hard time as us. Do you also begrudge doctors, lawyers, engineers, accountants their 80k salary?

we’ve studied hard, and we made plenty of sacrifices to get here. We work hard in difficult circumstances with very little thanks. We get abuse from the general public on a daily basis. A colleague of mine jumped in front of a train last year. It’s really not a walk in the park at all.

I have my own practice which comes with many extra challenges. These last five years since Covid have seen our profits decrease significantly on a yearly basis, due to the higher costs of just about everything, but in particular staff wages. So yes. We as a business are struggling to stay afloat.

and by the way. Once I’ve paid off my student loans, mortgage, business loan, tax, professional and indemnity fees each month, my take home pay is much less than the 80k you suggested about. Much much less.

MissMarplesNiece · 09/04/2025 21:11

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Judging by the cars parked in the Staff part of the carpark at my dentist none of them are struggling for money.

Newname71 · 09/04/2025 21:18

From the NHS website. If you have paid upfront for the treatment and decide not to go back they have to refund the money.

cryinginthechapel · 09/04/2025 21:19

MissMarplesNiece · 09/04/2025 21:11

Judging by the cars parked in the Staff part of the carpark at my dentist none of them are struggling for money.

Show quote history

And? So what! They’ve earned it.
But a lot of us ARE struggling. We have massive overheads. We are trying to run a business.

RhubarbandCustardYummyYummy · 09/04/2025 21:59

MissMarplesNiece · 09/04/2025 21:11

Judging by the cars parked in the Staff part of the carpark at my dentist none of them are struggling for money.

Show quote history

I drive a second hand ford. My nurses drive Audis and convertible BMWs… some live with partners/parents so have lower outgoings. Does that mean they should work for free? If a plumber drives a Tesla does that mean I don’t have to pay him??

ExtraOnions · 09/04/2025 22:01

I’ve never seen a poor Dentist (and we have one in the family) … I can’t believe they are in her crying poverty !

RhubarbandCustardYummyYummy · 09/04/2025 22:04

ExtraOnions · 09/04/2025 22:01

I’ve never seen a poor Dentist (and we have one in the family) … I can’t believe they are in her crying poverty !

We go to work to get paid - same as anyone else.

Original poster

CleverSwan · 09/04/2025 22:40

Newname71 · 09/04/2025 21:18

From the NHS website. If you have paid upfront for the treatment and decide not to go back they have to refund the money.

That's interesting...
I hadn't paid upfront...
The dentist I see is nhs.. the surgery do a dental plan but i opted out and see an nhs dentist.
The actual appointments must be private? The appointment was £67.50... which doesn't come under band 1 or 2 on the nhs website.

OP posts:

Bogginsthe3rd · 09/04/2025 22:43

cryinginthechapel · 09/04/2025 20:13

Dentist here. We are really struggling. Roof repairs, engineering repairs, increased wages, increased employers National insurance contributions, high energy costs, material costs have double in last few years, similarly lab bills have gone through the roof ( maybe that’s why we need to repair it 😉) , indemnity, insurance, professional fees, accountants, HR support, staff wages, sterilisation costs, IT support and software, PPE…
I feel like I’m drowning. And I need to pay my staff whether a patient turns up or not.
in saying that, it should be one or the other- either cancellation fee or charge for missed treatment.
Id likely charge for the missed appointment. We are short staffed, struggling to recruit due to a shortage of dentists, so currently have massive waiting lists to be seen. If patients have a poor record of attendance we would likely deregister them if they are repeat offenders.

Tiny violin is out 🎻