The DNA (Did Not Attend) Policy

A missed appointment not only impacts the patient's healthcare but also hinders another patient from receiving timely care due to the high demand for appointments.

To maintain efficient scheduling, we request a minimum of 4 hours' notice for appointment cancellations.

A fee which is equal to the appointment missed is applicable for non-attendance and must be settled before scheduling another consultation. Please note that these fees are non-refundable through Medicare.

Our appointment reminder text message serves as a reminder of this policy. The reminder system offers the convenience of cancelling via text if the appointment is no longer needed.

Alternatively, the patient may call the surgery to cancel.  We keep a record of all late cancellations and missed appointments and assess each case individually, considering emergencies and extenuating circumstances.

Patients have the right to appeal the missed appointment fee by submitting details in writing addressed to the Practice Manager. The appeal request will be reviewed by the patient's doctor and the practice manager. The patient will be contacted with the outcome.