Important Update for Patients

To help us provide safe, timely, and high-quality care for all our patients, we are introducing an updated policy regarding appointment attendance and the handling of clinical samples.

Unfortunately, we are seeing an increasing number of appointments where patients arrive late or do not attend at all. This results in significant wasted clinical time and places undue pressure on our Nursing and Healthcare Assistants, who are often asked to accommodate late arrivals at short notice. This is not always possible and can negatively impact other patients’ care.

Arriving Late to Appointments

Please ensure you arrive on time for your appointment.

• If you arrive more than 10 minutes late, your appointment will not go ahead and will need to be rebooked for a later date, usually the following week, depending on clinic availability.
• This policy applies to all face-to-face appointments.

Arriving on time helps us keep clinics running smoothly and ensures fairness for all patients.

Telephone Consultations

For telephone appointments:

• The clinician will endeavour to call within one hour of the scheduled appointment time.
• If there are two unsuccessful call attempts within a 15-minute window, the appointment will be recorded as not attended.
• You will then receive a text message explaining that the appointment will need to be rebooked.

Please ensure your phone is switched on, nearby, and able to receive calls during the appointment window.

Sample Drop-Off Policy

We are seeing an increasing number of samples being dropped off without any clinical request or associated appointment.

Please note the following:

• Only drop off samples when you have been asked to do so.
• Sample bottles should be collected from reception when requested by your GP.
• Bottles will be provided in a clear plastic bag with a completed sample request slip.
• Please ensure the sample slip remains inside the plastic bag when returning the sample.

Sample Drop-Off Times

• Samples can only be dropped off between 8:00am and 5:00pm.
• Samples dropped off after 5:00pm will not be processed and will be discarded.
• Samples without a completed request slip will not be processed.
• ·We do not accept samples during out-of-hours periods, including Saturday enhanced access clinics.

These measures are necessary to protect clinical time, support our staff, and ensure appointments and test results are managed safely and fairly. We appreciate your understanding and cooperation as we work to improve services for everyone.

If you have any questions about this policy, please speak to a member of our reception team.

Thank you for your cooperation.

Published: Feb 12, 2026