Late Cancellation / Non-Attendance

Late Cancellation / Non-Attendance Policy

1 Purpose

Shellharbour Village Medical Practice (SVMP) is committed to ensuring that the best possible service is provided to all patients.

Patient non-attendance at a booked appointment adversely impacts on practice staff and patients in the following manner:

• The “Late Cancellation / Non-Attendance” patient takes the appointment slot of other patients who could have attended.
• The time and personnel required to follow-up and rebook “Late Cancellation / Non-Attendance” patients diverts staff from other duties and is therefore a waste of resources.

This policy relates the handling of “Late Cancellation / Non-Attendance” and outlines the expectations of patients and staff in the management of these instances.

 2 Policy

A “Late Cancellation / Non-Attendance” occurs when:

• An appointment has not been attended.
• The patient has not contacted Shellharbour Village Medical Practice in advance to cancel or rebook.
• Cancelling within the minimal timing required by our notice period (2hours).N’

Notice Period

• 2 hours’ notice prior to appointment time is required.

Late Cancellation / Non-Attendance Fee - fees are not Medicare rebateable.

If patient needs to cancel or rebook an appointment, they can do this in any one of the following ways:

• In person at the Reception Desk
• Telephone: 02 4297 8672

Patient’s responsibility

• To be aware of their appointment details, and to arrive on time or reschedule with sufficient notice.
• Advise the Medical Practice of any change to their contact details

or for more information please call (02) 429 7867 2