Missed Appointment Policy

We understand that there may be occasions when you are unable to attend your scheduled appointment. However, we kindly request that you notify us as soon as you become aware that you cannot attend.

If you have not cancelled your appointment or informed us you are unable to attend, we will follow the following policy:

  • First Missed Appointment within a 12-month period: A polite text message will be sent reminding you that you have missed your appointment. We will provide a link to our policy and option to book another appointment if required.
  • Second Missed Appointment within a 12-month period: A letter will be sent to your registered address, highlighting to you that we are aware that you have missed two appointments within a 12-month period. It will also contain a reminder of our policy.
  • Third Missed Appointment within a 12-month period: A final warning letter will be sent to your home address. As well, you will receive a telephone call from our Patient Services Managers to discuss the reason for your missed appointments. Our policy will also be discussed with you.
  • Any Further Missed Appointments within the same 12-month period: A letter will be sent to your registered address, inviting you for a meeting with the Practice Manager. Following this meeting, a clinical review will be undertaken to assess your registration status at the surgery.

Communicating the Impact of Missed Appointments

The practice will publish the number of missed appointments each month to highlight the impact this has on other patients, staff, and the wider service. These figures are also shared on our social media pages.

Appointment Reminders

All our appointment types are accompanied by a text reminder. These are sent 7 days and 24 hours prior to each appointment.

Cancelling an Appointment

Patients can cancel an appointment at any time in the following ways:

  1. Reply CANCEL to your text reminder if you no longer require your appointment.
  2. Click the cancellation link on your text reminder.
  3. Cancel on your NHS or Patient Access app.
  4. Call the surgery on 0151 355 6144.

We appreciate your understanding and cooperation in this matter. Thank you for helping us to provide the best possible service to all our patients.