May I suggest surgeries place a reminder in the reception that if patients cannot attend appointments, they may use the website to cancel?
Most patients have access to the internet and this ought to be encouraged. From my experience, trying to phone to cancel is a useless exercise as one can make more than 50 attempts to contact a surgery, either to make an appointment or to cancel.
Let us make it easy for the patient - goodness knows it is enough to be ill without having such infernal problems with the phone and running up huge bills.
DR ROSALEEN ROGERS (not a GP)