Purpose

This policy aims to address the issue of missed appointments and late cancellations, ensuring efficient use of clinic resources, minimizing wait times for clients, and maintaining a fair and professional practice environment.

Definitions

• Did Not Attend (DNA): When a client does not attend a scheduled appointment and fails to notify the practice in advance.
• Late Cancellation: When a client cancels or reschedules their appointment later than 12:00 midday on the business day prior to the scheduled appointment and within 48 hours prior to the scheduled appointment.

Impact of DNAs and Late Cancellations

• Lost Opportunities: Vacant appointment slots that could have been utilized by other clients.
• Delayed Care: Clients needing timely care may face delays in seeing their practitioner.
• Resource Drain: Time and personnel required to follow-up and rebook clients divert staff from other essential duties.
• Financial Loss: Loss of income for practitioners and the clinic, while operating costs remain unchanged.

Support Measures

To mitigate DNAs and late cancellations, the following measures are in place:

• Appointment Reminders: Appointment cards provided for in-person bookings and text message reminders sent 48 hours prior to the scheduled appointment time.
• Flexible Appointment Options: Offering telephone, evening, and online/skype/zoom/telehealth consultations to accommodate clients’ schedules.
• Easy Rescheduling: Clients can amend or cancel appointments in person, over the phone, or via email.

Policy Details

1. Did Not Attend (DNA):
   • Failure to attend a scheduled appointment without prior notice will result in a 100% non-attendance fee.
2. Late Cancellation:
   • Cancelling between 48 and 24 hours prior to the scheduled appointment incurs a 50% fee.
   • Cancelling with less than 24 hours’ notice or no-shows result in a 100% fee.
3. Deposit and Payment:
   • If you cancel your appointment within 24 hours, you’ll lose the non-refundable $150 deposit and be responsible for paying the remaining amount of the session fee.
   • Clients will be notified of the amount owed at the time of contact and asked to pay over the phone. If contact is not possible, an invoice will be emailed with a payment due within 14 days.
4. Booking Restrictions:
   • Clients must settle any outstanding DNA/Late Cancellation fees before booking their next appointment.
5. Frequent DNAs/Late Cancellations:
   • If a client accumulates 3 DNAs and/or late cancellations within a 12-month period, their practitioner and clinic management will review and decide on the continuation of their care at the practice.
6. Removal from Practice List:
   • The decision to remove a client from the practice list due to repeated DNAs/late cancellations will be made following a clinical meeting and communicated to the client via a letter, advising them to register with an alternative practice.
7. Counsellor/Psychotherapist Cancellations:
   • If your counsellor/psychotherapist cancels an appointment with less than 48 hours notice, a new appointment will be scheduled without penalty to the client, subject to availability.

Implementation

This policy will be communicated to all clients upon registration and appointment booking. It will also be available on the clinic’s website and within the practice premises.

By adhering to this policy, we aim to provide the best possible care for all clients and ensure the efficient operation of our practice. Thank you for your understanding and cooperation.

Contact Information

To cancel or reschedule an appointment, please contact us via:

• Email: contact@phuongtran.com.au
• Text or Call: 0449 521 397