At The Independent Nurse, we value your time and are committed to providing high-quality care. When you book an appointment, that time is reserved exclusively for you. This policy sets out our approach to cancellations, incomplete appointments, and unprocessed samples, to ensure fairness for all patients and sustainability for our service.
How to Cancel an Appointment
If you need to cancel, please notify us as early as possible:
Please note:
- Cancellations must be made by phone or email
- We do not accept cancellations via text or social media
- Required notice periods must be met to avoid charges
Minimum Notice Periods
Appointment TypeNotice RequiredPre-booked AppointmentAt least 24 hoursSame-day BookingAt least 4 hours
Charges for Missed or Incomplete Appointments
ScenarioFee ChargedNon-attendance (no notice given)50% of appointment feeArrival more than 45 minutes late50% of appointment feeCancellation on arrival – Clinic50% of appointment feeCancellation on arrival – Home Visit100% of appointment feeAppointment attended but could not be completed due to missing paperwork, incomplete kits, incorrect forms, or other external issues outside of our control50% of appointment fee
Unprocessed or Rejected Samples
If a sample cannot be processed or is rejected by the laboratory due to factors outside of our control (e.g. incomplete kits, missing forms, unsuitable sample collection devices, or third-party booking issues), the following applies:
- The appointment will be considered complete, and the relevant charge applies
- We are not responsible for courier delays, kit contents, or third-party errors
- Repeat appointments will be charged separately unless otherwise agreed in writing
How Charges Are Applied
- Cancellation or missed appointment fees are invoiced directly to your account
- All outstanding balances must be settled before further appointments can be booked
Why We Have This Policy
This policy ensures that:
- Clinical time and resources are used efficiently
- Other patients have the opportunity to access care
- We can continue to offer high-quality services sustainably
Questions or Concerns?
If you're unsure how this policy applies to your situation, please contact us:
We’re happy to support you in navigating any difficulties where possible.