How Many NHS Appointments Are Cancelled Each Year?

Appointment cancellations and missed attendances are serious challenges for the NHS. Every missed slot not only delays care for patients but also wastes valuable resources and adds extra strain to an already stretched system. In fact, missed appointments are estimated to cost the NHS over £1 billion each year – a figure that directly impacts public health services and patient outcomes.

Understanding the true scale of the problem shows just how crucial better appointment management has become. One promising solution is the introduction of AI receptionists in GP practices. These systems are helping practices manage appointments more efficiently, reduce missed attendances, and improve the overall patient experience. We explore how AI is making a difference below.

What is the Scale of Cancellations and Missed NHS Appointments?

In the 2023–24 period, the NHS in England recorded approximately 124.5 million outpatient appointments. Of these:

• 8 million appointments (6.4%) were not attended by patients, commonly referred to as ‘Did Not Attends’ (DNAs). These are instances where patients failed to attend their scheduled appointments without notifying the service, leading to wasted clinical time, extended waiting lists, and inefficient use of resources.
• Patient cancellations increased by over 960,000, representing a 10.9% rise from the previous year. More patients are cancelling their appointments, which, while better than not attending, still causes disruption. Last-minute cancellations are particularly difficult to fill, resulting in underutilised clinic capacity.
• Hospital-initiated cancellations rose by 1.24 million, marking a 9.3% increase. Hospitals themselves are increasingly having to cancel appointments, often due to staffing pressures, overbooked services, or operational challenges. This not only delays patient care but also contributes to patient dissatisfaction and potential health risks.

These figures highlight the growing pressures on the NHS and the urgent need for more resilient, flexible systems to better manage appointment scheduling and patient engagement.

What are the Financial and Operational Implications of Cancelled NHS Appointments?

Missed appointments place a significant financial and operational burden on the NHS. It is estimated that ‘Did Not Attends’ (DNAs) alone cost the NHS approximately £1.2 billion each year – a figure that reflects the value of lost clinical time, unused facilities, and delayed treatments. These missed slots could otherwise have been used to see other patients, contributing to longer waiting lists and increasing pressure on already overstretched services. 

Beyond the immediate financial loss, DNAs also lead to inefficiencies in scheduling, staff frustration, and operational disruption. Resources such as doctors’ time, clinic space, and administrative support are all wasted when patients fail to attend without notice. This repeated strain undermines the NHS’s ability to allocate funding effectively, invest in service improvements, and maintain the quality and accessibility of care that patients expect.

Addressing the Challenge with AI Solutions

To mitigate the impact of cancellations and DNAs, GP practices can leverage AI-driven technologies:

• Automated Reminders: AI systems can send timely reminders to patients, reducing the likelihood of missed appointments.
• Flexible Rescheduling: AI-powered platforms allow patients to easily reschedule or cancel appointments, ensuring better slot utilisation.
• Predictive Analytics: By analysing patient behaviour patterns, AI can identify individuals at higher risk of missing appointments and prompt proactive engagement.

In Touch Now offers advanced solutions like AI Voice Agents and AI Appointment Booking to assist GP practices in enhancing appointment management and reducing disruptions.

For more detailed statistics and information on outpatient activity, refer to the NHS Digital Hospital Outpatient Activity Reports.

Get a Free Trial with InTouchNow Today and Discover How AI Solutions can Help your Practice Minimise Appointment Cancellations 

InTouchNow is at the forefront of healthcare innovation, making it easier for both practices and patients to access care when they need it most. Try our free trial today and see how our AI solutions can transform your practice’s ability to manage patient appointments and reduce waiting times.