FAQs for Practices
We've put together a collection of answers to the questions we get asked a lot by practices when they are thinking of joining our service.
If you can't find the answer to your question, then please get in touch via email firstname.lastname@example.org
Are you a patient?
This page has answers to common questions about Accidentist from practices and dentists.
If you're a patient looking for help, you can find answers to your questions on our How It Works page
Billing, Payments and Refunds
- What do I get paid?
- You are paid £20 for every patient that is referred to you through Accidentist: this fee covers the patient's dental examination. The patient pre-pays £40 on the Accidentist website to secure the appointment, you receive £20 and Accidentist receives £20 for referring a new patient.
- How do I get paid?
- We use the Stripe platform for securely taking payments from patients. As part of the Accidentist registration process, you have to set up your own Stripe Account: the examination fee will automatically be transferred to you within 7 days.
- What can I charge the patient?
- Once you have completed the dental examination, you can quote them for their treatment as you normally would for any private patient.
- What is the cancellation and refund policy?
- Patients who give more than 24 hours notice to cancel their appointment will be entitled to a full refund. Patients that cancel with less than 24 hours to their appointment will receive no refund and you will still receive your £20 fee. Patients who book an appointment less than 24 hours from when the appointment is due are allowed a 1 hour cooling off period whereby they have 1 hour to change their mind and receive a full refund. If they cancel after this hour, they will receive no refund and you will still receive your £20 fee.
- Can I cancel the patient’s appointment?
- We would not recommend cancelling a booked appointment, however, the option is available if you have to.
(Integrated Practice Management Software Version)
- What Practice Management Software do you support?
We currently only support integration with Dentally. We're looking to expand support for additional PMS platforms in the near future.
- How are patients booked in to the practice diary?
Once you've completed the connection between Accidentist and your Practice Management Software, we let patients search and book directly from any of your available appointments.
Once they've provided their details, an appointment will appear in your diary as "pending" or "reserved". Patients then have ten minutes to make payment to confirm their appointment.
As soon as their payment has been confirmed, we'll update your diary to change the status of the appointment and release patient contact details to you. If they fail to pay, we'll automatically remove the expired reservation.
- How do I manage which appointments are made available to patients?
For Dentally users, you are able to choose which Dentists are connected and specify the duration of your emergency appointments. You can update this at any time from your Practice Dashboard under "My Settings"
- How do I cancel an appointment?
You must use your Practice Dashboard to manage all appointments referred to you by us.
If you modify or cancel an appointment created by us directly in your Practice Management System, we may be unable to notify the patient of change to their reservation. We will also be unable to process any refunds if you cancel outside of our platform.
- How do patients know what the cost of treatment will be?
As part of the setup process we ask that you complete the pricing section in the "My Settings" page of the Accidentist Practice Dashboard. This information will be made available to the patient when they search for an appointment which gives them the opportunity to understand what sort of treatment costs they may incur when they visit.
(Non-Integrated Email Version)
- Our Top Tips
- Offer appointments as quickly as possible
- Don't double book Accidentist patients with regular patients
- If you can't offer the patient their requested date/time, offer them a different one - preferably sooner rather than later
- How do I check for new requests and offer appointments?
We'll email you when you receive a new patient request and, if you have our Practice Dashboard open on your computer, show you a notification popup.
Responding to an enquiry is simple, quick and secure:
- View new patient requests on the "Open Requests" tab in our Practice Dashboard
- Check your practice diary for an available appointment slot
- Complete the request by offering your first / closest available appointment (ideally on the date they have requested), or decline request if you are unable to treat the patient
- Update your practice diary to book the appointment for an Accidentist patient
- How long do I have to offer an appointment?
The shortest answer here is to offer an appointment as quickly as possible, to increase the chances of a patient accepting your offer rather than one from another practice. Our system is designed around making sure patients get seen promptly - so new requests will expire if you don't respond quickly enough
The time you have depends on when the patient sent their enquiry and when they have requested an appointment for:
- Requests made Monday to Thursday expire at the end of the next working day
- Requests made on a Friday or over the weekend expire at the end of the following Monday
- What is the earliest appointment I can offer from the time the request was received?
- We require you to give patients three hours notice for an appointment. This gives the patient time to pay the examination fee and travel to your surgery before the appointment while still giving them the option to change their mind.
- What if I don’t have any appointments available for the requested time and day?
- Don't worry if you have no available appointments for the requested time and day, you can offer an appointment at a different time and day. You can offer appointments up to 3 days earlier or later than what the patient has requested. In order to increase the chances of the patient accepting your appointment, we would recommend offering an appointment sooner than their requested time/date rather than later.
- What if another patient wants an appointment that has yet to be booked and secured by the Accidentist patient?
- It is important to check that the Accidentist appointment has not been paid for and booked. If is still under the "offered" tab on the Practice Dashboard, you can withdraw the offer and make the appointment available for the other patient. If it is booked, you should not offer this appointment to anybody else. It is really important that the Accidentist dashboard is updated with the practice diary so you don't double book patients.
- How can I triage a patient before their appointment?
- Once the patient has booked their appointment, Accidentist will release the patient’s telephone number to your Accidentist Practice Dashboard. The patient will be expecting your call to triage and risk assess prior to them attending their appointment.
- What if I don’t feel the patient should attend their appointment following a telephone triage and risk assessment?
- Please kindly cancel the appointment from your Accidentist Practice Dashboard, this will provide the patient with a full refund.
- Are radiographs included in the dental examination?
- This is at the dentist's own discretion; however, we would not expect radiographs to be included in the examination fee. Radiographs would normally incur a separate charge.
- Do I need to provide a treatment plan for the whole mouth?
- Accidentist is an online referral service for private emergency dental treatment, and most patients referred through the website will have a dental problem that they wish to be treated. It will be a joint decision between the dentist and patient whether or not to complete a full dental examination or if they only wish to have the area where they have a dental problem to be examined and treated.
- What if I don’t have time to complete the treatment in the emergency appointment?
- Most reasonable patients will understand that you don’t know what the problem is until you have examined the patient and therefore whether you can treat it in the allocated time. At a minimum, the patient will expect you to stabilise the problem even if they have to return for a further visit to complete the treatment. Our advice would be to allow enough time in the practice diary to examine and stabilise a new private emergency patient.