Appointments Policy

Each appointment is a step on your road to recovery.

We understand that engaging with therapy and working towards recovery can be hard work. However, if you stick with it, therapy can be extremely rewarding. We encourage all patients to attend every appointment with our service so you can get the most out of the therapy. We recognise there may be times when it will be difficult to attend appointments, however to ensure we can offer a fair service to everyone it is important to attend all of your appointments. Please remember every appointment counts.

Please do not miss your appointment (face to face, telephone or group)

Each appointment (date, time and venue) is agreed with you in advance.

There is high demand for therapy at City & Hackney Talking Therapies and our policies need to consider those in treatment as well as those waiting.

Assessment Appointments

If you are not available for any assessment then unfortunately we will need to discharge you from the service in order for us to see other waiting patients. This includes cancelling an assessment appointment at short notice (less than 2 working days’ notice). You will be able to re-refer.

Treatment Appointments

Our policy on missed or cancelled treatment appointments;

If you miss or re-schedule more than one treatment appointment we will need to discharge you from the service in order for us to see other waiting patients.

If it is necessary for you to cancel an appointment e.g. due to severe illness, please telephone us on 0207 683 4278 or email so that we can re-arrange your appointment.

Please do your best to inform us that you will not be able to attend by leaving an email or voicemail even out of hours. Please remember that you can only do this once in a course of treatment so make sure when booking your appointments that this is a date and time you can attend.

Appointments cancelled by us

If your therapist needs to cancel an appointment we will give you as much notice as possible. A member of our team will contact you to discuss this and your therapist will be in contact to re-arrange the appointment. Of course, you will not lose any of your therapy appointments if this is the case.

To contact us

City & Hackney Talking Therapies
Louis Freedman Building
St Leonard’s
Nuttall Street
N1 5LZ

Other useful information

NHS Choices –
Patient UK –
Patient Advice and Liaison Service (PALS) – PALS can provide information and support to patients and carers and will listen to your concerns, suggestion or queries. The service is available between 9am and 5pm. 0208 510 7315 / 07584 445 400 /

If you require this information in large print, plain print, audio or Braille please contact the Patient Information Team on 0208 510 5302, text: 07584 445 400 or email:

Need Urgent Help?

If you need urgent help and are worried that you can’t keep yourself safe, City and Hackney has a 24-hour Crisis helpline on 0800 073 0006 or you can get help at your local Accident and Emergency department.