DID NOT ATTEND (DNA) &
LATE CANCELLATION POLICY
At Ōrākei Health, we are committed to providing timely, accessible healthcare to our community. Missed appointments (DNA - Did Not Attend) or late cancellations reduce our ability to deliver care to others in need. This policy outlines expectations for appointment attendance, notification processes, and applicable fees to help us manage clinical time effectively and equitably.
01
Appointment Reminders
We use SMS appointment reminders to support patients in managing their bookings.
These reminders are sent a day in advance, except for appointments made within 24 hours of the scheduled time.
02
Cancelling or Rescheduling
We understand that unexpected circumstances arise. If you are unable to attend your appointment, please let us know:
-
At least 1 hour before your scheduled time
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By replying to your SMS reminder, or
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Calling us on 0800 934 688
This enables us to offer the appointment to another whānau in need of care.
03
DNA Fees
If you do not attend your appointment or fail to cancel at least 1 hour prior, a DNA fee of $10 per 15-minute appointment slot will be charged.
For example:
15min appointment = $10.00 DNA fee
30min appointment = $20.00 DNA fee
This fee reflects the cost of unused clinical time and our responsibility to provide timely access to all patients.
04
Frequent Non-Attendance
For patients who repeatedly miss appointments without sufficient notice, we may require advance payment to confirm future bookings. This prepayment will be retained as a cancellation fee if the appointment is again missed or cancelled late.
We will always communicate this with you in advance and offer support where barriers to attendance are identified.
05
Support Available
If you're experiencing challenges that make it hard to attend appointments, please kōrero with us. Our team is here to support you and help find solutions — including transport options, telehealth alternatives, and community referrals.