We encourage our patients to call us and let us know if they cannot attend their appointment. Our team will work with the patient to reschedule appointments or help them attend their appointment (e.g. helping them to book a taxi or arranging an interpreter). However, patients that habitually miss their appointments have a negative affect for our medical centre.
Our practice works on an appointment basis, therefore:
- The missed appointment slot can deprive another patient from seeing their doctor earlier
- Our doctors and staff spend extra time chasing up missed appointments
- Important conversations concerning the missed patient’s health are lost
We send SMS appointment reminders the day before their appointment, therefore we encourage patients to call us as early as possible to cancel or reschedule. This service is a courtesy only and not receiving an SMS reminder is not a valid reason to miss the appointment. It is the patient’s responsibility to be aware of their appointment details, and to arrive on time or reschedule with sufficient notice.
Patient Did Not Attend once or twice
If a patient Did Not Attend (DNA) once or twice, we can manage this internally. This includes recording this information in our systems and processes. Our team will also call the patient to check in and assist in booking a new appointment. If a patient does not attend their appointment and does not call and cancel prior, they cannot book in on the same day.
Patient DNA for a third time
If a patient DNA for a third time, then the patient can only attend future appointments in the walk-in practice(the patient will not be able to book an appointment online).
It is our intent that this policy is never required. Our team is available to help our patients attend their appointment on time. However, we need to ensure that our patients understand the issues that habitual missed appointments cause and their consequences. Any questions related to this policy can be directed to our management team.
We charge a fee of $50 for a long consultation (30mins) or $100 for an extra-long consultation (>30mins) for an appointment that is not attended or not cancelled within 2 hours of the appointment time. Standard appointments scheduled on weekends will receive a fee of $50 if the appointment was confirmed either verbally or via our SMS reminder system.
Situations where a DNA fee applies is at the discretion of the doctor or management and will consider the inconvenience to other patients and costs incurred by the practice due to your non-attendance. We understand that things can change, and the practice will take into account the reason given by patients. However repeated offences are unacceptable
Patients who incur fees will be responsible for these fees. You cannot receive a Medicare rebate for DNA fees.
Cairns Doctors reserves the right to request these fees to be paid in full before another appointment can be made. You may also be limited in the ways you can book in the future for repeat, serious offenders. (e.g. not able to book online).