Late arrival, Cancellation and Did Not Attend (DNA) Policy

At Te Atatū South Medical Centre, we strive to run our appointments on time to ensure quality care for all patients. Please take a moment to review our policy on late arrivals and missed appointments.

If You’re Running Late

• Our appointments are scheduled in 15-minute slots.
• If you are running late, please call us as soon as possible on 09 834 6600 so we can do our best to accommodate you.
• If you are more than 5 minutes late, we may need to reschedule your appointment to avoid delays for other patients.
• Patients who arrive on time will be prioritised. Late arrivals may experience shortened consultations or may not be seen, depending on the schedule.
• Just one or two late arrivals can significantly impact the day’s schedule, so we appreciate your understanding.

Cancellations & Missed Appointments (DNA)

We offer reminders to help you keep track of your appointments:

• Text reminders are sent for all phone bookings (unless booked within 24 hours of the appointment).
• App reminders are sent for all bookings made via ManageMyHealth.

If you need to cancel or reschedule, we ask that you notify us by phoning the reception on 09 834 6600 at least 2 hours in advance to avoid being charged. This allows us to offer the slot to another patient who may be in need.

Policy on Non-Attendance (DNA)

• If you fail to attend your appointment without notifying us at least 2 hours in advance, a full consultation fee will apply.
• An invoice for the missed appointment will be emailed to you.

Missed appointments affect more than just your own care, they impact other patients waiting to be seen and place strain on our clinicians’ already full schedules.

If We Are Running Late

On occasion, some patients may require extra time, which can cause unexpected delays. We understand this can be frustrating and will do our best to keep you informed if your appointment is running behind.

Thank you for respecting our policies and helping us provide timely, quality care to everyone.

Te Atatū South Medical Centre