What to change
Offer a calm administrative route for discussing a missed appointment. Explain which team can help without judging the reason or promising that any previous charge will be removed.
A worked example
Illustrative example
A practice page invites patients who missed their visit to contact reception to discuss the booking and available next steps. It keeps payment questions connected to the appropriate billing route.
How to check the result
The patient can re-establish contact without interpreting a new booking as resolution of the earlier appointment.
A mistake to avoid
Do not publish punitive or shaming language, and do not invent a blanket right to a replacement appointment.
Your action checklist
Use these checks to prepare a discussion with your team or supplier. Tick a check when you have recorded the decision or evidence, rather than when a feature has simply been promised.
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Further reading
These primary sources provide additional context for the project decisions above.
Related decisions
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