Patients must give at least 24 hours notice if they have to cancel an appointment. Physiocentric charges fees for all appointments which are cancelled within 24 hours of appointment times or for non-attendance.
Why do we make these charges?
Physiotherapists operate with regular waiting lists. As a result late cancellations and non-attendance means we are unable to offer these appointments to other patients. Consequently we cannot offer other patients waiting for appointments resulting in delay in treatment and unnecessary pain.
Why do we charge so little for first cancellations?
A late cancellation is avoidable. However, life is unpredictable and we of course understand that. In some cases there is an unavoidable problem such as illness, hospitalisation and transport failure. We of course take this into consideration. Patient non-attendance does create problems. Physiocentric applies this low charge which allows us to cover administrative costs and hopefully it acts as a minor deterrent. Physiocentric increases cancellation charges if repeat offences occur.
Will the insurance company pay this?
Medical insurance companies do not pay cancellation charges. Consequently we ask ALL patients to settle their own account for these charges. Our charges are set out below.
- First late cancellation or non-attendance: 50% appointment charge
- Second and further consecutive late cancellation or non-attendance: 100% appointment charge
We ask that patients settle all cancellation and non attendance charges prior to next appointment. Physiocentric will pass on any debts which remain outstanding for 3 months after the appointment date to a debt collector. The debtor may incur additional debt collecting charges (typically a 40% surcharge on outstanding debt).
Patients can direct any queries about our cancellation/non attendance charges and policy to the Practice Manager, contactable on firstname.lastname@example.org or call 020 8879 3608 – our receptionists are not authorised to waive these charges and will direct queries to the Practice Manager.