Why Missed Appointments Matter More Than You Think
- Disability Assist
- Aug 27
- 3 min read
Did you know that over 35,000 people[1][2] in Kent and Medway fail to attend their NHS appointment each month? Many service providers face the same problem and missed appointments are not limited to NHS services, as Kent Wheelchair Services also reports that up to 200 people each month miss scheduled fittings, reviews, and assessments. These numbers are startling in themselves but behind them are real consequences for patients as well as professionals and the wider community.
We see this issue first-hand. Disability Assist supports people with physical disabilities across Kent, including providing advice with all aspects of life with a disability and assistance with benefits claims. Our benefits service is our most popular offering and many of the people who come to us are in need of time-critical support. It may be that they need help to afford essentials or need to challenge a decision that has left them struggling financially. We schedule dedicated one-to-one appointments with our advisors, and we are often booking several weeks ahead.
However, when someone does not attend and has not told us in advance, any time that staff have used to prepare specifically for the case is lost. Someone else may have been able to take the slot but, without adequate notice, it is often too late to fill it. If staff have travelled somewhere to meet a client, there is a cost and travel time involved that cannot be recovered if they do not turn up. The result is lost opportunities, wasted staff time, and increased costs, which is difficult in a climate where our resources are already stretched.
The problem is similar across health and support services. A missed wheelchair fitting can delay someone’s mobility, independence and quality of life. A missed medical appointment might slow down diagnosis or treatment, sometimes with serious consequences. Each missed slot adds to waiting lists and causes frustration for staff and patients alike.
We realise that life is unpredictable and that many people who miss an appointment do not do so intentionally. Health can change quickly, transport plans can fall through or other responsibilities arise without warning. Sometimes it is a simple case of forgetting or mixing up dates. Whatever the reason, the impact remains the same and it is something we can all help to reduce.
Practical Steps to Help You Keep Your Appointments
Here are some simple but effective ways to avoid missing an appointment:
Use a calendar or diary – Write down the date, time, and location as soon as you receive the appointment. If you use a smartphone, set a reminder for at least a day before and another a couple of hours before.
Ask for a reminder – Many services can send text or email reminders. Check with the service and make sure they have your correct contact details.
Plan your travel in advance – If you rely on public transport, look up the route and times ahead of the day. Factor in delays and consider having a backup option if possible.
Arrange support if needed – If you need someone to accompany you, ask them well in advance and confirm the arrangements closer to the time.
Let someone know if you are struggling – If you think you might not be able to attend due to illness, mobility issues, or another reason, contact the service as early as possible. Often, a small adjustment can be made so you can still be seen.
Cancel if you cannot make it – All services would appreciate as much notice as possible if you are cancelling but even cancelling on the same day is better than not turning up at all. It gives the service a chance to call someone from a waiting list or free staff to help elsewhere.
Access to healthcare, mobility support, and advice is a shared responsibility between providers and the community. As a service, we try to make it as easy as possible for people to get help from us by using clear communication and flexible arrangements where needed. Every appointment kept is a chance for us to help make a positive difference in someone’s life and every cancellation made in advance helps us to get to another person in need. By planning ahead, setting reminders, and letting us know if you cannot attend, you are helping us to help more people.
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