A rising number of missed specialist appointments across the Mackay Hospital and Health Service (HHS) region is placing strain on the public health system and putting patients’ own health at risk, officials have warned.
Last year alone, 20,204 patients across the Mackay HHS – which includes rural facilities in Proserpine, Bowen, Sarina, Collinsville, Clermont, Dysart and Moranbah – failed to attend specialist appointments. At Mackay Base Hospital’s Specialist Outpatient Department, the figure was 11,985 missed appointments in 2024, which equates to an average of 230 per week.
With 9,490 missed appointments already recorded from 1 January to 31 May this year, 2025 is on track to mirror last year’s record high. Mackay HHS Chief Executive Susan Gannon said the impact was significant both for individuals and for the broader health system.
“Last year we had 20,204 patients across our health service who failed to attend their specialist appointments,” Ms Gannon said.
“If we narrow it down to just those who failed to attend Mackay Base Hospital’s specialist outpatient department, there were 11,985 missed appointments in 2024, which is an average of 230 appointments every week.”
Missed appointments not only delay diagnosis and treatment for the individual but also increase wait times for others. Gastroenterologist Dr Robert Anderson said he is concerned by the trend.
“Appointments are made so that specialists can investigate health concerns, and missing those appointments is a definite health risk,” Dr Anderson said.
“It also means that others waiting on specialist appointments are waiting longer to be seen.
“We want to reduce the amount of time people are waiting for a specialist appointment, so we’re asking the community to help us deliver that care sooner.
“If I look at the number of people who have failed to attend appointments with a gastroenterologist, it’s 246 over the past twelve months (financial year).
“Our message to patients is ‘please attend your appointment. If you can’t attend for various reasons, then ‘Let us know if you’re not going to show’.”
Jenny Farley, Executive Director of Operations for Mackay HHS, stressed that missed appointments have real consequences for patients on waiting lists.
“We understand there are good reasons people can’t attend an appointment so we are simply encouraging people to call the hospital, or respond to the SMS messages they receive, so that we can offer that appointment to someone else who is waiting,” she said.
“We endeavour to follow up with people who miss their appointments.
“If we do not get a response and people still want the appointment this will mean they need to see their GP for a new referral and commence on the waiting list again.”
While health leaders are calling on patients to take responsibility, some patients say systemic issues are contributing to missed appointments.
Samantha Jones, a long-term patient at Mackay Base Hospital, said communication has become increasingly difficult.
“Rarely does anyone answer the phone, and often if you leave a message you don't know if it's been actioned or not.
“I received a missed appointment letter once when I had left a message to reschedule my appointment."
Others point to parking challenges as a barrier. Eileen Clarke, who is in her 70s, said she missed an appointment due to lack of accessible parking.
“I circled the car park for 20 minutes and couldn't find a single park. I tried up and down Bridge Road. I would have had to have parked near the cemetery and walked, and I'm in my 70s. I wouldn't have made it in time if at all.
“I think there is a golf cart service operating but no one knows how you access it or where you park to get shuttled.
“I have another appointment coming up and I'm considering paying for a taxi because of the fear of not being able to find a park, and that cost for someone on a pension isn't fair.”
As Mackay HHS works to tackle appointment backlogs, hospital executives and clinicians continue to call on the public to be part of the solution—by showing up, or speaking up.
Mackay HHS Gastroenterologist Dr Robert Anderson, Mackay HHS Chief Executive Susan Gannon and Executive Director Operations Mackay Jenny Farley. Photo supplied
Publishers Indemnity. Any individual or entity that places advertising, supplies copy material, or submits editorial content to Core Life Publishing agrees and undertakes to ensure that all such material:- Does not infringe upon any copyright, trademark, or other intellectual property rights;- Is free from any content that could be considered defamatory, libelous, or slanderous;- Does not infringe upon any rights related to privacy or breach of confidence;- Contains no obscene, indecent, or otherwise unlawful material;- Complies fully with the Trade Practices Act and all other applicable laws, regulations, or statutes.Furthermore, by submitting or placing such material, these individuals or entities agree to indemnify and hold harmless the publisher, Core Publishing and Events Pty Ltd, and/or its agents from and against any and all investigations, claims, demands, liabilities, damages, costs, or judgments arising out of or in connection with the material provided. All material is believed to be accurate at the time of printing and remains the copyright of Core Publishing and Events Pty Ltd.
© 2024 Mackay and Whitsunday Life Pty Ltd.
