Did Not Attend (DNA) and Late Cancellation Policy

Purpose

Footcare Scotland is committed to providing high-quality, timely care to all patients. Missed appointments and late cancellations prevent other patients from accessing care and result in significant lost clinical time. This policy sets out a fair, transparent, and patient-centred approach to late cancellations and non-attendance, while protecting the clinic’s ability to operate safely and sustainably.

Our Commitment to Patients

We understand that illness, emergencies, and unforeseen circumstances can occur. This policy is not intended to be punitive, but to ensure fairness to all patients and to make best use of appointment availability. Wherever possible, we aim to apply this policy with empathy, discretion, and common sense.

Definitions

  • Late Cancellation: Cancellation of an appointment with less than 24 hours’ notice.
  • DNA (Did Not Attend): Failure to attend a scheduled appointment without prior notice.
  • Deposit: A partial payment taken at the time of booking to secure an appointment.

Deposits and Advance Payments

  • A deposit is required for all new patients.
  • A deposit is also required for new or returning patients booking appointments online.
  • Deposits are taken to secure appointments and protect clinic time.
  • Deposits are deducted from the total cost of the appointment when attended as planned.

Late Cancellations and Non-Attendance

General Principles

  • Where a patient fails to give sufficient notice (less than 24 hours) or does not attend an appointment, any deposit or fee paid will be lost.
  • Charges reflect the clinical time reserved and the inability to offer the appointment to another patient at short notice.

New Patients

  • If a new patient cancels with less than 24 hours’ notice or does not attend their appointment:
    • The full deposit will be retained.

Returning Patients

  • If a returning patient cancels with less than 24 hours’ notice or does not attend an appointment:
    • First occurrence: A £25 fee will be applied.
    • Further occurrences: The full cost of the appointment will be charged.

Repeated Late Cancellations or DNAs

  • Patients who repeatedly cancel appointments late or fail to attend may be required to prepay future appointments in full.
  • This measure is applied to ensure fair access to appointments for all patients.

Extenuating Circumstances and Discretion

We recognise that there may be occasions where applying a fee would be unfair or inappropriate.

In such circumstances:

  • Fees may be waived or adjusted at the discretion of the clinic directors.
  • Decisions are made on a case-by-case basis, taking into account the individual circumstances.

How to Avoid Charges

  • Please provide at least 24 hours’ notice if you need to cancel or reschedule your appointment.
  • Contact the clinic by phone as soon as possible if you are unwell or unable to attend.

Policy Review

This policy is reviewed regularly to ensure it remains fair, transparent, and aligned with patient care standards.

Effective Date: 02/02/2026
Approved By: Clinic Directors