Cancellation, Late Arrival and Missed Appointment Policy
Synthetic document: Harbourline Physio is a fictional clinic, written for a software demonstration.
1. Purpose
1.1 Appointment time is limited. This Policy explains what Harbourline Physio asks of patients who need to cancel, arrive late or miss an appointment, and what it charges.
1.2 It applies at the Quayside Clinic and the Elm Park Clinic, to every service and to home visits, unless a rule in section 5 is different.
2. Cancelling or rearranging
2.1 Clinic appointments (physiotherapy, sports massage, acupuncture and video follow-ups) can be cancelled or moved free of charge up to 24 hours before the start time.
2.2 A clinic appointment cancelled with less than 24 hours' notice is charged at 50 percent of the fee that would have applied.
2.3 Notice is counted from the time the cancellation is received by Harbourline, not from the time it is sent. A message left out of hours is received at the next time the clinic opens.
2.4 A cancellation can be made by phone, by the link in the confirmation message, or by replying CANCEL to the reminder text.
3. Late arrival
3.1 Harbourline allows a grace period of 15 minutes. A patient who arrives within 15 minutes of the start time is seen for the rest of the booked time.
3.2 A patient who arrives more than 15 minutes late is seen only if the practitioner can do so safely. The session ends at the booked time and is not extended, and the full fee applies.
3.3 If a patient is 20 minutes or more late for a 30-minute appointment, the practitioner may treat the appointment as missed under section 4.
3.4 Late arrival at a Clinical Pilates class is covered in clause 5.1.
4. Missed appointments
4.1 A missed appointment is one where the patient does not attend and has not cancelled, or is treated as missed under clause 3.3.
4.2 A missed appointment is charged at 100 percent of the fee that would have applied. This includes initial assessments.
4.3 If a patient misses three appointments in 12 months, Harbourline may ask for payment in advance for later bookings.
5. Rules for particular services
5.1 Clinical Pilates classes: cancellation is free up to 12 hours before the class. After that the class fee is charged. A patient who arrives more than 5 minutes after the class starts may not be admitted, for safety reasons, and the fee is charged.
5.2 Home visits: cancellation is free up to 24 hours before the visit. Inside 24 hours the charge is 50 percent of the fee. If the practitioner has already set off or arrived, the charge is 100 percent of the fee plus the distance surcharge.
5.3 Packages: a package session cancelled inside the notice period is counted as used.
5.4 Bank holiday Monday sessions at Quayside: the same 24-hour rule applies. The £10 surcharge is charged only if the session goes ahead or is charged at 100 percent.
6. Exceptions
6.1 The charges in sections 2 to 5 are waived in the circumstances in Table 1. The Practice Manager decides in any case that is not listed.
Table 1. Exceptions to cancellation and missed-appointment charges
| Circumstance | Evidence needed | Outcome |
|---|---|---|
| Harbourline cancels or moves the appointment | None | No charge. Offered the next available slot |
| Hospital admission or emergency treatment of the patient or a dependant | Hospital letter or appointment card within 7 days | Charge waived |
| Bereavement of a close family member | A short message is enough | Charge waived |
| Met Office amber or red weather warning covering Carrowby on the day | None | Charge waived; for home visits too |
| Instruction from a GP or public health authority to isolate | Message from the GP or NHS notice | Charge waived; video follow-up offered |
| First late cancellation by a patient with an established course of treatment | None | Charge waived once as a courtesy. Not for initial assessments |
| Patient too unwell to travel | No evidence for the first occasion. Doctor's note for later occasions | Charge waived on first occasion only |
7. Insurance
7.1 Cancellation, late-arrival and missed-appointment charges are never billed to an insurer, even when the appointment would have been direct-billed. They are charged to the patient and invoiced separately, payable within 14 days.
7.2 A session that is waived under Table 1 is not billed to the insurer either.
8. Disputing a charge
8.1 A patient who thinks a charge is wrong should write to the Practice Manager within 14 days of the invoice. The reply is sent within 5 working days.