I am extremely disappointed with my…
I am extremely disappointed with my experience at Moss Grove Dental Practice.
I had a filling appointment booked but unfortunately woke up with a severe migraine that left me confined to bed. As soon as I was able, I contacted the practice, approximately one hour before my appointment, to let them know I was genuinely too unwell to attend.
Despite explaining the circumstances and appealing the decision, the practice insisted on charging me an £80 cancellation fee. I was also told that they would only reconsider the charge if I could provide evidence from a GP or A&E. As anyone who suffers from migraines will know, not every illness requires a GP or hospital visit, and it seems unreasonable to expect patients to use NHS services simply to obtain evidence for a private practice.
What disappointed me most was the complete lack of discretion. There was no distinction made between a patient who simply doesn't turn up and a patient who cancels because they are genuinely unwell. The practice stated that the charge covered staff costs, utilities and "materials wasted", despite no filling having taken place.
I understand that dental practices need cancellation policies, and I fully accept that missed appointments have an impact. However, I believe policies should also allow for compassion and common sense when a patient experiences an unexpected illness and gives as much notice as reasonably possible.
Sadly, this experience has left me feeling that customer care takes second place to rigid policy enforcement. As a result, I have chosen to register with another dental practice.
