ARRIVING LATE FOR APPOINTMENTS.
Patients have a duty to attend for appointments promptly, and to take into account logistical difficulties or the time involved in travelling to the surgery. We do, however, recognise that there may be reasons why a patient arrives late, and whenever possible we will still try and see the patient as soon as we can.
Our practice policy states that if a patient arrives late for their book on the day appointment, the reception staff should inform the GP on duty and he/she will make the decision to see that patient or request the patient to re-book for another time. In these situations other factors need to be taken into consideration, such as urgent home visit requests, and the effect on other patients who have arrived on time.
Missed Appointments (Did Not Attend – DNA)
A missed appointment is when a patient fails to attend an appointment (Did Not Attend – DNA) without a phone call to cancel, or cancels with less than 2 hours’ notice.
Late cancellations (under 2 hours’ notice) are considered to be missed appointments, unless a valid reason is given.
The GP/patient relationship is built on mutual respect. With this in mind we do our best to be on time for your scheduled appointment and ask that you let us know when you are not able to keep your appointment.
On average we have up to 120 wasted appointments per month where patients have failed to cancel. The effect of this is:
An increase in waiting time for others to see a healthcare professional
Frustration for both staff and patients
A waste of Practice resources
A potential risk to the health of the patient
We acknowledge there may be reasons for not turning up for an appointment, we do have a DNA policy in place should patients wish to see this.
Please be aware that if a patient books an appointment which carries a fee (e.g. medical), but fails to attend without giving 24 hours’ notice of cancellation, the full fee will be charged.