1. Policy
The purpose of this policy is to ensure that appointment times are used efficiently and are available to patients who need care. When patients cancel late or do not attend appointments, it prevents other patients from accessing timely medical services.
2. Cancellation Notice Requirement
Patients must provide at least 24 hours’ notice if they need to cancel or reschedule an appointment.
Notice can be provided by:
- Phone call to the clinic
- Online booking system
- Replying No to the reminder SMS
3. Late Cancellation
A late cancellation occurs when a patient cancels less than 24 hours before the scheduled appointment.
Late cancellations may result in:
- A warning for the first occurrence
- 2nd time will incur a fee of $50.00, which will be payable before any further appointments can be made.
- Repeated late cancellations will be charged at the full rate of the appointment fee or may result in no further appointments being offered.
4. Missed Appointments (No-Show)
A no-show occurs when a patient fails to attend an appointment and does not notify the practice. The reception staff will attempt to contact you to reschedule your appointment.
Consequences may include:
- A no-show fee, which will reflect the amount of the appointment type booked by you
- Requirement to prepay for future appointments
- Possible limitation of advance bookings after repeated occurrences
5. Emergency Exceptions
Cancellation fees may be waived in cases of:
- Medical emergencies
- Family emergencies
- Severe weather or unforeseen events
The decision to waive fees is at the discretion of the practice management.
6. Procedure for Staff
Step 1: Record Cancellation
- Update the appointment status in the scheduling system, using the Did Not Attend key.
- Document reason for cancellation (if provided).
Step 2: Apply Policy
- Determine whether the cancellation falls within the required notice period.
- Advise practice manager.
- Send warning letter regarding no-show and late cancellation policy (if first offence)
- Apply late cancellation or no-show rules if applicable.
Step 3: Notify Patient of Fee (if applicable)
- Inform the patient of any cancellation or no-show fee.
- Document communication.
Step 4: Offer Rescheduling
- Offer the next available appointment where appropriate.
Step 5: Track Repeat Offenders
- Monitor patients with repeated no-shows or late cancellations.
- Flag accounts if policy thresholds are reached.
7. Patient Communication
Patients will be informed of this policy through:
- Practice website
- Appointment booking confirmation
- Email reminders
- Reception signage
- New patient registration forms