We understand that life can be unpredictable but attending your appointments or letting us know if you can’t make it is very important. Appointments are always in high demand, and missed or late appointments mean that other patients miss out on the care they need. If you can’t attend, please cancel as early as possible so we can offer the time to someone else.

To ensure fairness and smooth operation, we have a clear policy regarding missed appointments (Did Not Arrive or DNA), late cancellations, and lateness. Please take a moment to understand how it works.

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What happens if you miss your appointment, or if you are late to your appointment? 

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Missed Appointments / Did Not Attend (DNA)

• If you miss an appointment without giving advance notice (3 hours), we will record this on your patient file

• After the first missed appointment, our team will contact you to explain our policy. A note will also be added to your file

• If you miss another appointment after being informed of the policy, you may be charged a fee.

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Late Arrivals 

• If you arrive up to 7 minutes late, reception will check with the doctor or nurse to see if they can still see you. If they agree, your appointment may be shorter to accommodate the delay. You may also choose to reschedule – this will be noted on your record

• If you are more than 7 minutes late, you may be advised that your appointment has been missed. In urgent situations, our clinical team will assess whether immediate care is necessary.

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Fees may apply for: 

• Missed appointments after you’ve been informed of this policy

• Repeated late arrivals that impact clinic operations.

Please note, these will be applied at our discretion, and exceptions may be made.

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Fees may be charged for DNA / Late Arrival / Late Cancellation, at: 

• $10 per child booked under 14 years

• 50% of service fee for patients 14 years +

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How you can help: 

• Cancel early: If you know you can’t make it, let us know as soon as possible

• Arrive on time: This helps us provide timely care to all patients

• Stay informed: Contact us if you have questions about our appointment policy.

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We appreciate your understanding and cooperation in helping us deliver the best possible care to everyone.