Overview
Providing NHS dental care is about clear and respectful communication as well as your clinical skills. From the outset, your patients should feel that their needs and concerns are being listened to and the treatment offered is in their best interests.
When you discuss options with your patients, ensure that you take the time to explain what is clinically appropriate and available under the NHS, as well as discussing private alternatives that may exist so that your patients can make an informed and unpressurised decision.
Before you start treatment, a clear treatment plan and cost estimate is a must. Clear communication helps you to avoid any misunderstandings and build trust with your patients. If the plans you have made need to change along the way, keep your patient informed and update their consent form.
For urgent care, the priority is to get the patient out of pain and to stabilise the situation. Since April 2026 the rules and guidance on urgent and unscheduled care has changed. It is important that you keep up to date on these changes. When you are offering to mix NHS and private treatment, transparency is key.
Your patients should clearly understand what is included under the NHS with no confusion or pressure placed on them to opt for private treatment. Ensuring that you keep accurate records of the conversations you have with your patients about this is essential.
Unfortunately missed appointments do happen in practice. Having a fair and consistent policy to help manage next steps when patients do not attend will help to support your practice and effectively manage the relationships you have with your patients.
Although patients should never be charged if they miss an NHS appointment there are ways that you can manage and mitigate the risks to your practice. Keeping communication open and expectations clear can often prevent issues before they arise.