Cancellation and Non-Attendance Policy

Keys Medical Centre has adapted this cancellation and non-attendance policy from relevant sources, in compliance with general practice standards in Australia.

This policy covers:

  • cancellation of appointments within a reasonable timeframe
  • consequences of patients not attending their appointments
  • associated fees and procedures

The policy is designed to communicate to patients how our practice manages appointment cancellations and non-attendance fees.

This policy is freely available for our patients to view on our website: Please note that this policy will be referenced in our registration forms and other consent forms and notices, and patients are encouraged to keep up to date with the information presented here.

This policy will be reviewed regularly to ensure it remains applicable to current practice procedure and legal requirements.

Keys Medical Centre Cancellation and Non-Attendance Policy


Scheduled appointments must be cancelled or rescheduled at least 6 hours prior to the scheduled appointment time. This is to ensure that we are able to provide timely access to medical care for all our patients. Undue numbers of unutilised appointments can result in unnecessary delays to necessary medical care for patients. Any patient who fails to arrive to their appointment without cancelling within this timeframe will be subject to payment of a cancellation fee. If patients are running late, they must call ahead prior to their scheduled appointment time to notify the staff members on duty.

Appointments can be cancelled by responding to the appointment reminder sent by HealthEngine, or by calling the practice on 8759 3807. If cancelling via email, please ensure this is done at least 24 hours prior to your scheduled appointment time to allow time for staff to address the mailbox.

Consequences of not attending an appointment

Patients who do fail to attend an appointment without cancelling at least 6 hours prior, will be subject to the non-attendance fee of $50. This invoice will be sent to the patient’s email that has been registered on their file. If patients continue to book appointments without attending, or cancelling them within an appropriate timeframe, they may be discharged from our practice.


Please send any enquiries directly to or via mail to Keys Medical Centre, 1/211-215 Chapel Road, Keysborough VIC 3173. Please contact us on 8759 3807 for more information or to speak with a manager.

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