Community
4 April, 2025
Missed appointments costly for bulk-billing service
ONE of only two fully bulk-billing medical clinics in Warrnambool has launched a campaign to reduce the number of missed appointments.
According to WRAD Health, missed appointments are leaving a big financial hole and also impacting on community health and wellbeing, with all local medical services struggling to meet increased demand.
WRAD Health has implemented reminder systems and patient engagement initiatives to reduce the number of ‘Did Not Attend’ (DNA) cases.
It has also started a communications campaign to encourage people to keep their appointments.
CEO Mark Powell said WRAD Health understood that there may be good reasons for not making appointments, but he urged people to give at least 24 hours’ notice if they need to cancel.
“That means we have the opportunity to offer the spot to someone on our waitlist,” he said.
Mr Powell said missed appointments happened virtually every day and the impact was mounting.
There were 51 vacant appointments in February, many as a result of DNAs.
“If we said conservatively there were 30 did-not-attend appointments every month, that means about $2400 lost revenue which we need to pay the costs of providing a free healthcare service.”
Mr Powell said the costs of missed appointments varied depending on the length of consultation but were then compounded by the other costs that go into providing a doctor consultation.
“We are funded through receipts from Medicare. If people don’t come, we don’t get paid but still have to pay the doctors, nurses, receptionists and other services costs.”
Missed appointments also come at a time when demand for local health services is growing, with many clinics unable to take new patients and delays for appointments.
WRAD Health continues to bulk bill to ensure equitable access, but says respecting appointment times is a shared responsibility.
“We understand life happens, but we encourage anyone who can’t attend to contact us as early as possible,” Mr Powell said.
“That simple act can help us fill the spot and ensure another community member receives the care they need.
“WRAD Health is here to provide services to help keep our community healthy. Every appointment matters,” Mr Powell added.
Mr Powell said missed appointments were an issue across the health sector.
“I’m sure WRAD Health speaks on behalf of all health professionals when it comes to the inconvenience and impact caused by missed appointments,” he said.
The WRAD Health clinic is used by about 2700 people each year for general medical support, with more than 18,000 consults for the year.
It has eight doctors on staff.
While other local medical clinics offer mixed billing, only WRAD Health and Gunditjmara are fully bulk billing.
Mr Powell said WRAD Health was determined to continue providing accessible services to the local community.
