Change to our policy on late arrivals

Late arrivals to appointments have a significant impact on our team. When one person is late, it means the next appointments are late and this can happen several times in a day.

We understand lateness is sometimes unavoidable, but we also have to take into account our team’s work-life balance, as they often have commitments after work.

This is why we have made the decision to reduce the time at which we will mark an appointment as ‘Did Not Arrive’ from 20 minutes to 10 minutes. We feel that this is still a fair amount of time so that if you are running a few minutes late, you will still be seen but puts a reasonable limit in place so that it does not significantly delay our team’s clinical day.

We hope you understand the reason for our change. If you do not think you will arrive on time, please let us know as far in advance as possible, or rebook your appointment by using Smart Triage, or calling us on 01909 500 233.

These changes will take effect from Monday, 3 March 2025.