We use cookies to make this site work. We'd also like to set optional cookies so we can understand how the site is used and improve it. We will not set optional cookies unless you accept them. You can change your choice at any time from the Cookie settings link in the footer.
Strictly necessary cookies
These cookies are required for the site to work. They store your cookie preferences and keep your session secure. They are exempt from consent under PECR Regulation 6(4) because they are essential to deliver the service you have requested.
Optional cookies
Optional cookies help us understand how the site is used and provide additional features such as analytics, accessibility tools and translation. We will only set them if you accept.
Missed Appointments (DNA) Policy
Please Help Us Make Every Appointment Count
At Waterloo Health Centre, appointments are in high demand.
When an appointment is missed without being cancelled, that time cannot be offered to another patient who may be waiting for care. Missed appointments increase waiting times and waste valuable NHS resources.
If you cannot attend your appointment, please cancel it as soon as possible.
Missed appointments waste valuable NHS appointments and prevent other patients from being seen.
Please cancel any appointment you no longer need. Repeated failure to attend appointments without cancelling may lead to a formal review of your registration with the practice.
How to Cancel
You can cancel an appointment by:
- Using the NHS App
- Following the instructions in your appointment reminder text message
- Calling the practice
- Visiting reception
Even a few hours' notice may allow another patient to be seen.
What Happens If I Miss My Appointment?
If you do not attend your appointment and do not cancel it beforehand:
- The appointment will be recorded as a Did Not Attend (DNA).
- You may receive a reminder about this policy.
- We may contact you to discuss any difficulties attending appointments.
We understand that unexpected events happen and we will always consider individual circumstances.
Repeated Missed Appointments
Repeatedly missing appointments without cancelling has a significant impact on other patients' access to care.
If there is a pattern of missed appointments, we may:
- Contact you to discuss any difficulties attending.
- Consider whether additional support or reasonable adjustments would help.
- Issue a formal warning.
- Review your registration with the practice.
Repeated failure to attend appointments without cancelling may result in a formal review by the Practice Manager and GP Partners. In exceptional circumstances, and in line with NHS regulations, removal from the practice list may be considered.
Removal is never automatic and every case is reviewed individually.
Need Additional Support?
If there is anything that makes attending appointments difficult, please let us know. We will work with you wherever possible to identify solutions and make reasonable adjustments.
Working Together
By attending appointments or cancelling those you no longer need, you help us offer timely care to everyone in our community.
One cancelled appointment can be used by another patient. One missed appointment is lost for everyone.