1. AIM AND OBJECTIVE
The objective of this policy is to set out how TSH manages cancellations of scheduled appointments.
2. POLICY STATEMENT
TSH is committed to providing clients with excellent service. In order to optimise service delivery to all clients, notice must be given should a scheduled appointment need to be rescheduled or cancelled.
TSH may, from time to time, review and update this Cancellation Policy to reflect the requirements of the National Disability Insurance Scheme (NDIS) Terms of Business for Registered Providers and the most current NDIS Price Guide, or to respond to changes in TSH’s operations and practices to make sure this policy remains appropriate to the changing environment.
This policy sets out how TSH will administer cancelled or rescheduled appointments.
3. SCOPE AND APPLICATION
This policy applies to services delivered through TSH’s allied health clinicians, whether privately or publicly funded or NDIS enabled. The policy applies to the cancellation of services or failure to attend a service a client has booked to attend. The purpose is to make sure all stakeholders understand the processes and obligations for clients in regard to cancellation of services booked to attend and no-shows.
Specifically, it outlines the required notice for cancellations and consequences including fees charged to clients.
4. CANCELLATION PROCEDURE
TSH understands that family life can be busy and unexpected incidents sometimes arise that prevent our clients from being able to attend scheduled appointments. Should such an instance arise clients should contact TSH at their earliest convenience to either cancel or reschedule. This allows TSH to make alternative arrangements and it ensures that audiologists, speech therapists, and occupational therapists do not spend time preparing and planning for appointments that do not occur. It also allows appointments that have been cancelled for services to be filled by other clients on our waitlists.
To minimise cancellations, TSH will endeavour to send clients an SMS and email communication 48 hours prior to the appointment where they are able to notify us that they cannot attend. Clients can also notify us via phone on (08) 9387 9888 during office hours (Monday to Friday from 8:30am to 4:30 pm) or via email to speech@tsh.org.au
5. CANCELLATION FEES
When Cancellations are charged to the client
If a client is late to the appointment, then the appointment will end at its regularly scheduled time and be invoiced at the regular rate.
Clients arriving later than 15 minutes for an individual appointment will be deemed to have cancelled the appointment. We will require 2 business days’ notice of an appointment cancellation where possible. If the cancellation is within 48 hours, clients will be charged 50% of the appointment fee. If a cancellation is made within 24 hours then it is considered a short notice cancellation (or no show) and therefore 100% of the hourly rate of service will be charged. TSH reserves the right to amend these provisions as required.
For ongoing speech and occupational therapy appointments, an occurrence of 2 appointments missed without notice (did not attend) may result in forfeiture of reserved appointment slots to allow TSH to best serve all clients in need of services.
6. EXCEPTIONAL CIRCUMSTANCES
TSH recognises that there may be circumstances that may explain a client’s absence from an assessment or scheduled session. Clients are welcome to share any exceptional or unforeseen circumstances that may apply, and these will be relayed to their clinicians. The Practice Manager will then decide if the cancellation fee should be waived.
7. HOW TSH WILL HELP WITH APPOINTMENTS
TSH will help clients remember scheduled appointments by:
• Sending SMS text and email reminders 2 days before the appointment
• Sending email confirmation of initial appointments
8. CANCELLATION BY TSH
From time-to-time clinicians may have to cancel scheduled appointments due to illness, leave, training, or other unforeseen circumstances. In these instances, TSH will;
• Offer a rescheduled appointment where practical and available within the TSH appointment schedule
• Make every endeavour to advise the client with a minimum 24 hours’ notice by phone, email, or SMS where practical
• In the case of illness or unforeseen circumstance advise the Client at the earliest available opportunity
9. ENQUIRIES and COMPLAINTS
If you would like further information about the way TSH manages cancellations and associated charges or wish to dispute an applied cancellation fee, please contact us at (08) 9387 9888 or speech@tsh.org.au
10. POLICY UPDATES
This policy may be updated or revised from time to time. TSH will notify staff each time the Policy has been updated. If you are unsure whether you are reading the most current version, you should contact the CEO or People and Culture Business Partner.
Originated | Version 1 | May 2024 |
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