# Sample Dental Group — Front Desk SOP: Cancellations and No-Shows

> **Fictional sample document.** Sample Dental Group is not a real business. For demonstration only.

Version 1.4 · Applies to: reception staff · Owner: Clinic Manager

## 1. Purpose

Keep chairs filled and treat patients fairly when appointments change.

## 2. Late Cancellations

2.1 A cancellation with **less than 24 hours** notice is a late cancellation.

2.2 Offer the patient the next available appointment and record the reason in the practice software.

2.3 First late cancellation: no fee, and note the account. Second and later: apply the late-cancellation fee listed in the current fee schedule, unless the clinic manager waives it.

## 3. No-Shows

3.1 If a patient has not arrived 15 minutes after their appointment time, call them once.

3.2 If there is no answer, leave a voicemail and mark the appointment as a no-show.

3.3 Offer the freed time to the waiting list.

## 4. Escalation

Fee disputes and distressed patients go to the clinic manager. Do not argue about fees at the desk.