Refusing Access to Patients Policy
The practice is committed to fulfilling a duty of care to protect staff and other patients and adheres to the NHS Zero Tolerance Policy. This policy sets out the practice’s guidance for refusing access to patients where necessary to minimise potential risk to other patients and staff. This policy applies to all team members, who are expected to familiarise themselves with the circumstances that may justify the restriction or removal of patients from the practice list, and the appropriate procedures to follow.
Grounds for Refusing or Restricting Access
The practice may refuse or restrict access to patients in the following circumstances:
1. Unacceptable Behaviour, including, but not limited to:
- Threatening or aggressive behaviour
- Physical or verbal abuse
- Racism, sexism, or any other form of discrimination
- Harassment or other unreasonable behaviour towards staff or other patients
2. Fraudulent or Criminal Behaviour, including:
- Deliberately obtaining drugs for non-medical purposes
- Attempting to involve the dentist in criminal activity
- Theft or damage to practice premises
3. Persistent Missed Appointments & Lapsed Patients
When a patient fails to attend an appointment or cancels without giving at least 24 hours’ notice, the patient will be sent a letter or email confirming:
- The date(s) of the missed appointment(s), and
- The consequences of repeated non-attendance
If a patient fails to attend or cancels without sufficient notice on three occasions, the patient may be informed that they will no longer have access to treatment at the practice.
4. NHS Dental Care, Registration & Recall Periods
Since the introduction of the current dental contract in 2006, there is no formal NHS dental registration. Patients may register with a dental practice; however, this does not guarantee entitlement to NHS care, which remains at the discretion of the practice. We offer NHS care to patients for up to two years from their last NHS dental examination, in line with NICE guidance on recall intervals, which states that no more than two years should elapse between examinations. This two-year period allows the practice to:
- Deliver NHS care sustainably
- Prioritise patients who attend regularly
- Avoid sudden withdrawal of NHS care due to NHS funding limitations
Registration at the practice without an NHS dental examination does not entitle a patient to NHS care. Patients are strongly encouraged to attend an NHS examination as soon as possible after joining the practice. On occasion, we may offer an emergency NHS appointment; however, this does not constitute acceptance for ongoing NHS dental care. If more than two years have elapsed since a patient’s last NHS dental examination, the patient may:
- Register with another dental practice offering NHS care, or
- Remain registered with us as a Private patient, for which payment in advance may be required
5. Outstanding Fees & Unpaid Balances
The practice operates a fair and transparent payment policy to ensure services can be delivered safely and sustainably. Where a patient has an outstanding balance for services already provided (including examinations, treatment, NHS charges, private fees, or failed appointment charges), the following may apply:
- Patients may be restricted from booking further routine appointments until the outstanding balance has been settled.
- This may include non-urgent examinations, hygiene appointments, and planned treatment.
- Patients will be informed of the outstanding balance and given reasonable opportunity to make payment.
For NHS patients, failure to pay NHS charges for treatment already received may result in withdrawal of access to ongoing NHS care, in line with NHS contractual guidance. Emergency care may still be offered where clinically appropriate, but this does not reinstate NHS access.
For Private and Denplan patients, payment is required in accordance with the agreed treatment plan. Where a Denplan patient leaves the scheme early and a balance remains due for treatment already provided, the practice reserves the right to recover the outstanding amount before offering further care. Persistent non-payment may result in withdrawal of access to routine treatment, a requirement for payment in advance for future appointments or removal from the practice list where appropriate. The practice will always act in the patient’s best clinical interests. Urgent or emergency treatment will not be unreasonably withheld due to an outstanding balance; however, payment for such care may be requested at the time of the appointment.
Copies of all correspondence relating to refusal or restriction of access, missed appointments, unpaid balances, and related decisions are documented and retained within the patient’s records.
