Appointment Attendance Policy

Late Arrivals

In order to provide a fair and timely service to all of our patients, we require that patients, who have made a booking, arrive promptly for their appointment. If you are attending the surgery for the first time we ask that you arrive at least 10 minutes prior to your allocated time, to allow timely completion of your new patient paperwork. 

Arriving late deprives you of precious treatment minutes, as each session will be finished on time as a courtesy to our next patient.

We fully understand that sometimes being late is outside of your control and will always do our best to accommodate late arrivals by performing the most complete treatment possible in the time remaining. We ask that ask that you contact us if you are concerned you may be late, and we can then advise whether there will still be sufficient time to keep your appointment.

Unfortunately, arriving too late to perform the treatment may result in a cancellation charge.

Although we endeavor to and do run to time in most instances, emergencies and unforeseen circumstances may occasionally result in appointment book schedule changes. We trust that affected patients will be understanding in the rare event that this may occur, and we always endeavor to contact patients if this occurs to ensure you are not kept waiting. 

Our Policy on Cancellations and Missed Appointments

All appointments made at Pelago Dental are exclusive reservations and time is specifically set aside for you alone. We encourage patients only to make appointments that they know they will keep.

If you do need to change your appointment due to an unanticipated event:

  • Please call us on (08) 9185 4849 or email us.
  • We require a minimum of 24 hours’ notice or this will be considered a missed appointment.  We ask this so that we may offer your reservation to another patient if you are unable to attend.

To help you keep your appointment, our reception staff send 48 hour reminders via SMS, which we ask that you reply to by SMS or return phone call.  Please remember that if for some reason you do not receive your reminder, your appointment remains your responsibility to attend or reschedule at least 24 hours in advance.

We aim to keep costs affordable for our patients and one way that we do this is via efficient use of equipment and professional staff. Missed or broken appointments represent a cost to both the practice, and to other patients who could have been seen in the time set aside for you.

Please advise us as soon as possible if you cannot attend an appointment. This allows us to offer your appointment to someone else who may need urgent treatment. Since we turn away other patients to hold your appointment, any missed appointments or cancellations with less than 24 hours notice will result in a cancellation charge of $25 per 30 minutes of scheduled appointment time.  If we are successful in re-allocating your appointment to another patient the cancellation fee may be waived.

In the event of recurrent missed and cancelled appointments, or for very long appointments, we also reserve the right to charge a non-refundable deposit on the cost of treatment before making another appointment. Please understand that we consider this a last resort, with the real motivating factor being our concern for the quality of service we are able to provide to you and to our other valued patients.

If you need to cancel your appointment within 24 hours due to illness or emergency, we are of course are understanding of this and will reschedule your appointment and waive the cancellation fee.

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