Appointment Cancellation Policy

Payment and Confirmation

Full payment may be required in advance to secure an appointment. An appointment is not confirmed until the required payment has been received.

By completing a booking, the patient confirms that they have read and accepted this cancellation policy.

Cancellations and Rescheduling

If you need to cancel or reschedule an appointment, please contact the practice as soon as possible.

The required notice is calculated using calendar hours from the scheduled appointment time, including weekends and public holidays.

The following charges apply:

• At least 72 hours’ notice: No cancellation fee. Any advance payment will be refunded in full or transferred to another appointment.
• Between 24 and 72 hours’ notice: 50% of the appointment fee will be retained or charged.
• Less than 24 hours’ notice: The full appointment fee will be retained or charged.
• Failure to attend without notice: The full appointment fee will be retained or charged.
• Requests to reschedule are subject to the same notice periods and charges as cancellations.
• A cancellation or rescheduling request is effective when it is received by the practice. Patients should not assume that an appointment has been cancelled until they have received confirmation from Anemara Medical Practice.

Reallocated Appointments

If Anemara Medical Practice is able to offer the cancelled appointment to another patient, any cancellation fee already paid will be refunded.

Refunds will be returned to the original payment method and may take several working days to appear, depending on the payment provider.

Missed Appointments and Outstanding Fees

Patients who do not attend an appointment and have not contacted the practice in advance will be charged the full appointment fee.

Any outstanding late-cancellation or non-attendance fee must be paid before another routine or non-urgent appointment can be confirmed.

Patients with repeated late cancellations or missed appointments may be required to pay the full fee in advance for all future bookings.

Late Arrivals

Patients should arrive on time for their appointment.

If a patient arrives late, the consultation may need to be shortened to avoid delaying other patients. The full appointment fee will still apply.

Patients arriving more than 10 minutes late may need to reschedule if there is insufficient time to conduct the consultation safely and appropriately. If the appointment cannot proceed, it will normally be treated as a late cancellation and the applicable fee will be charged.

Telephone and Video Consultations

Patients must be available at the agreed time and ensure that the contact details provided to the practice are correct.

For video consultations, patients are responsible for having a suitable device and a reliable internet connection.

If the doctor is unable to reach the patient after two reasonable attempts, the consultation will be treated as a missed appointment and the full appointment fee will apply.

Home Visits

The same cancellation periods and charges apply to home visits.

If a home visit is cancelled after the doctor has started travelling to the agreed location, the full home-visit fee will apply, regardless of when the appointment was originally booked.

Services and Costs Arranged in Advance

Where the practice has ordered or paid for medication, vaccines, laboratory services, medical supplies or another service specifically for a patient, any costs already incurred may be non-refundable. The patient will be informed of any such condition before the relevant service is arranged whenever reasonably possible.

Exceptional Circumstances

We understand that genuine emergencies, hospital admission, bereavement and other serious unforeseen circumstances may occur.

Requests for an exception will be considered individually and compassionately. Supporting information may be requested where appropriate. Any waiver or reduction of a cancellation fee remains at the discretion of Anemara Medical Practice.

Cancellations by Anemara Medical Practice

If Anemara Medical Practice needs to cancel or reschedule an appointment, no cancellation fee will apply. The patient may choose to transfer any advance payment to a new appointment or receive a full refund.

Anemara Medical Practice is not responsible for indirect expenses or losses arising from an appointment being changed or cancelled.

Urgent Medical Care

This cancellation policy applies to appointments at Anemara Medical Practice and must not delay a patient from obtaining urgent medical assistance elsewhere.

Anemara Medical Practice is not an emergency service. In a medical emergency, patients should call 112 or 999 or attend the nearest Emergency Department.