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AIBU?

Share your dilemmas and get honest opinions from other Mumsnetters.

Original poster

AIBU - being charged whopping amount for missing appointment.

237 replies

NasiGoreng · 03/06/2019 13:45

I've messed up and messed a private appointment with a GP this morning for my DC. It is not a major health issue, just something that needed doing for my DC. With all the rush back to school I totally forgot about it. It was one of those appointments made about 6 weeks ago due to availability.

Anyway, I just had a call from the hospital to tell me they will be charging me the full amount for missing the appointment. I kind of get this, but why the whole amount? Also, just looked at all the T&C's and it doesn't mention charging for no shows.

I know I am in the wrong, but to be charged the full amount? AIBU. It is a whopping 200 pounds!

OP posts:
PaddyF0dder · 03/06/2019 15:32

It’s entirely fair.

The appointment costs the same to this clinic whether you turn up or not. They still pay for staffing, accommodation, insurance, admin etc.

Why should the clinic be out money just because you forgot?

TixieLix · 03/06/2019 15:32

It's irrelevant that this was booked weeks in advance. You should have put it on your calendar, or stuck the appointment card on the wall or something. No excuse for just not showing up. If you think about it, it's a good thing they charge the full amount for a no-show. If they charged just £25 or something then it wouldn't be a strong enough deterrent and more people would mess them about.

ComeAndDance · 03/06/2019 15:36

I'm not sure that I agree with this - at least for first offense.
Seeing that the OP is unlikely to use that service again, like a lot of other people, that would mean basically never charging people who can’t be bothered to remember their appointment.

People who have genuine reason to cancel at the last minute, I can understand why you would say to just leave it an it’s part of business.
Not turning up? Nope.
That sort if rule is coming form the sheer number if people who can’t be bothered to keep up with their appointment. Don’t ring to cancel. If less people were so blasé about it, there wouldn’t be the need for such rule. Indeed, I never felt the need for one 10 years ago. I suspect, like many other practitioners, they will move to asking people to pay upfront too.

BigChocFrenzy · 03/06/2019 15:37

It is normal for most types of private professional services, not just medicine, that if you don't attend the appointment, - and you don't cancel within their notice period - then you pay the full fee

Why should the doctor / the practice be out of pocket because a patient forgot, or - in other cases - had something more interesting to do ?

Oneminuteandthenallgone · 03/06/2019 15:39

But £200 for a GP appointment?! Is that the going rate? I’m totally in the wrong job.

140 for half an hour of £200 for an hour here
Worth every penny in my opinion.

That said they won't see anyone under 18. .

BigChocFrenzy · 03/06/2019 15:41

Lenient for a fiirst offence ? Confused

That is more like you'd handle a forgetful child
However, even when the patient is a child, the responsible person is always an adult

Patients will be getting star charts for remembering appointments at this rate ! Grin

TheInvestigator · 03/06/2019 15:45

I'd every single person who made a private GP appointment this week just didn't show up, like you did, then that would be a full week unpaid. That doesn't work.

If you don't show up then you still need to pay, or they go out of business.

RunningFeisty · 03/06/2019 16:01

You can afford to go private so I am sure you can afford such a penalty.

paddlingwhenIshouldbeworking · 03/06/2019 16:10

I don't expect why you wouldn't expect to pay in full ? You have used their services as you had time set aside for you and they couldn't do anything else with that time.

Everyone makes mistakes but it was your mistake not theirs. You've already said they were so busy you couldn't get an appointment for 6 weeks so they probably could have offered that appointment several times over and may even have a list for cancellations. But they didn't get the chance because you forgot.

HolesinTheSoles · 03/06/2019 16:15

The thing is if they don't charge people don't bother. IN your case it may have been a genuine mistake but some people will just change their mind and not bothering cancelling or see that it's raining and decide they can't be bothered. Lots of these appointments are one offs anyway so not charging for the first offence isn't an option. Their choices are to increase the cost of a regular appointment to make up the difference or charge people who miss appointments for the full price.

withaheyandahoandaheyheyho · 03/06/2019 16:16

Yup, sorry OP. I've forgotten private appointments before too - and, if it's any consolation, felt much less bad about forgetting them than NHS ones. But if you booked it and didn't cancel within a reasonable time, then yes, it's reasonable for them to charge the full amount

fairweathercyclist · 03/06/2019 16:21

Sounds like it would be more efficient for them to introduce a text/email reminder service.

Queenbetty · 03/06/2019 16:23

I'm going to go against the grain. I'd at least argue it out with them - if they've not given you a no show policy how can they charge you? I'd guess it's on their website somewhere. If you're happy to never book with them again I'd chance my arm and call them.

MissConductUS · 03/06/2019 16:37

All of my doctors send a text, email or ring a few days before the appointment to avoid this situation.

SoupDragon · 03/06/2019 16:39

if they've not given you a no show policy how can they charge you?

Because the cost of an appointment is £215. The OP had an appointment they just didn't turn up.

Loopytiles · 03/06/2019 16:40

If you were not informed of the policy, then they may well not be able to make you pay.

Info on a website on Ts&Cs may mean you were informed though.

PCohle · 03/06/2019 16:41

I don't see how a cancellation policy would apply. OP didn't cancel, she "used" the appointment by having the doctor ready waiting, she just didn't turn up.

It seems a bit hypocritical that you were happy to go private until you made this error. Surely the point to feel ethically outraged was when you decided to make the appointment?

HolesinTheSoles · 03/06/2019 16:44

Paying 200 quid, actually it's 215 pounds to have a wart looked at is a complete piss take.

Then why did you book the appointment in the first place?

Zilla1 · 03/06/2019 16:52

Nasi,

Sorry I haven't read every post.

If you want to try and agree with then not to pay and if you haven't already, it might be an idea to reply politely with an apology, an explanation that sounds reasonable and a request asking them to waive this fee and asking for another appointment.

If they insist on being paid in full for a cancellation then wait for a day then politely ask them to confirm where they made you aware of the cost or a statement that a no show would cost the equivalent of a full appointment.

If they can show this then wait a day and ask for a formal confirmation that they incurred the loss and that the GP did not see any patients during your appointment period (in principle, commercial operations might have a duty to mitigate any loss).

If they show that you were made aware of this and the GP lost income by not being gainfully earning during your appointment then you might have to pay.

Good luck.

plunkplunkfizz · 03/06/2019 16:59

I feel like I am enabling the privatisation of the NHS.

So why did you book then if you feel that way? Or do you only feel like that now you’ve charged in accordance with free market principles?

HariboLectar · 03/06/2019 17:01

Loopytiles OP didn't cancel, they were a no-show.

Loopytiles · 03/06/2019 17:04

Not a lawyer, but think that is covered by the same rules.

myself2020 · 03/06/2019 17:07

IF you had cancelled, your complaint might be valid. but you didn’t cancel, you just didn’t show up. You bought the session, but didn’t show up to it - which is really your problem, not theirs. a bit like a theatre ticket - you won’t t your money back if you just don’t go.

Original poster
NasiGoreng · 03/06/2019 17:10

Thanks Zilla. I'll follow that process and see what happens.

OP posts: