Today: an unpaid fee and a new online booking at once
An unpaid fee means booking by phone
A patient does not turn up, gets a fee and does not pay it. A week later they book online again and the whole thing repeats. The surgery notices at the third appointment.
How it works
- The fee stays unpaid.
- Online booking is suspended for that patient.
- Once it is paid or waived, booking resumes. By phone and in person they can book at any time, and acute care is not affected.
Suspended online booking is not a refusal of care: booking by phone and in person continues and acute treatment is not affected in any way. The suspension hangs only on an unpaid fee and ends once it is paid or waived.Last updated 22 September 2026
What you do
Nothing, the suspension and its release run on their own.
Common objections
- Is that not refusing care?
- No. Only online booking is suspended. By phone and in person the patient books as before, and acute care is handled regardless.
- Do we release it if the patient pays at the surgery?
- Yes. Marking the fee paid or waived is enough.
- Do we have to use it?
- The suspension hangs off the missed-appointment fee. With the fee switched off, nothing happens.