Did Not Attend Appointment Policy 

Our goal is to provide quality individualised care in a timely manner. Missed appointments and late cancellations inconvenience those individuals who need access to care. Our policy regarding missed appointments enables us to better utilise available appointments for our patients in need of care.

It is the policy of this clinic that 4 hours advance notice be provided for all appointment cancellations. This is to allow the Doctors maximum availability for their patients and to allow for unwell patients or those in need to be accommodated with an appointment time. To ensure availability is managed appropriately, it is necessary for us to have the following policy for missed appointments: 

First Missed Appointment 

The patient must provide four hours' notice to the surgery so that the free appointment slot can be filled by another client or patient. Failure to be present at the time of a scheduled appointment will be recorded in the patient’s notes as “did not attend appointment”. A courtesy text message or letter will be sent to the patient with a link to the surgery policy regarding missed appointments. 

Second Missed Appointment 

Failure to present for a scheduled appointment for the second time will be recorded in the patient’s notes as “did not attend appointment”. A second notification text reminder or letter will be sent to the patient of this missed appointment, along with a copy of our practice policy, and a warning that they will be sent an account should this happen again. The fee which is equivalent to the time-based consult or procedural booking, will be incurred and is not covered by Medicare or insurance and is the patient’s own responsibility. 

Third Missed Appointment 

Failure to present for a scheduled appointment for the third time will be recorded in the patient’s notes as “did not attend appointment”. A notification text or letter will be sent to the patient of the third missed appointment,  and an account for the missed appointment charge.  The fee incurred and is not covered by Medicare or insurance and is the patient’s own responsibility. 

This account will require payment prior to being seen again.

Appeal Policy 

You have the right to appeal the missed appointment fee by contacting our Practice Manager. Appeal request will be reviewed by the patient’s Doctor and Practice Manager. Appeal decision will be sent in writing to the patient.  Please direct correspondence to the practice address below.