Cancellation policy

Cancellation Policy 

People cancel from time to time. Sometimes there is a very good reason for a cancellation (illness, loss, event). However, sometimes clients will cancel for no good reason (laziness, weather, unmotivated). It is our job to identify the later and improve their experience so they want to come to the clinic reach their health outcomes.

Our cancellation policy is designed to ensure that:

• 1. People come in and complete their desired treatment/management plan... and get better!

  2. If there is a cancellation then there is enough time to fill that time with another client who would benefit from that time

  3. A cancellation policy commands respect to our time as a professional... You wouldn't cancel lunch with the queen without giving plenty of notice and a bloody good reason!

Cancellation Clinical Excellence Indicators (CEI)

• We aim to keep cancellations under 8%

• DNA (no shows) under 2%

  • If these numbers are over, this indicates that we need to review our systems around preventing unnecessary cancellations

"Effective communication and monitoring should mean you may never have to actually charge a fee"

Rules For Dealing With Cancellations

If cancelling >1day or more:

1. Try reframe cancelling to "rescheduling" (eg. "Hi Jane, read your message about rescheduling [even if they said "cancel"], if you cannot make [apt time] then how about a later time this week? We have a similar time available on [day]. Would you like that instead?"

2. Make it our priority to reschedule for that week

3. If not possible then ensure that the client has a future booking for the following week

If cancelling on the day:

1. Try reschedule for that day (eg. "Hi Bob, that's such a shame as we were ready to see you. Is it possible that you could make later today instead? We can make it our priority to fit you in")

2. If not, try for later that week (same conversation eg. "Ok, well lets look at later this week as we would hate for you to forfeit the appointment fee")

3. If not possible then ensure that the client has a future booking for the following week

4. If a once off (complete mistake or emergency), then it is up to your own discretion to charge a cancellation fee (we allow it to be waived once, however make sure the client hears that you waived it

5. (eg. "Thanks for coming in today Jane, that will be [apt fee] and just letting you know that I waived your cancellation fee... As i'm sure it won't happen again")

If client does not show up (DNA):

1. Text client at 5min into appointment

2. Call client at 8min if no reply

3. If no follow up from client. Call 5min before end of session and follow process above--> Book for later that day-->later that week (however, no waive of fee allowed)

4. If does not answer call leave a voicemail (eg. "Hi Bob, I hope you were aware that we booked you in for [apt time] today. Just wanted to follow up and see if you are alright?")

Systems in place to reduce cancels and DNA with new clients

It is essential we don't have new clients cancel their first appointment. To avoid this we have these systems currently in place

1. 2 days pre appointment reminder SMS

2. 2 days pre appointment welcome email

3. 1 day pre appointment welcome SMS

What our responsibilities are to nurture new clients to clients who never cancel!

1. Tell them about our cancellation policy at end of appointment 

2. Tell them how important their treatment plan is

3. Offer to write time on a card

4. Complimentary check in call within 5 days of initial consult (and at least 2 days before their next appointment)

Our Cancellation policy (as shown on patient contact form)

"Our staff make your health and wellbeing our priority and we hope you do too. It is well known that clients who are compliant with appointments recover earlier and have better outcomes! 

Cancellation Policy with Rescheduling Script:

Admin:
"Effect Exercise Physiology, [Admin Name] speaking. How can I help you today?"

(Client requests a cancellation or reschedule within 24 hours)

Admin:
"Just a reminder, we have a 24-hour cancellation policy, which means cancelling within this time incurs the full fee. However, if you're able to reschedule to another time this week, we can waive that fee for you.

Would you like me to check our availability for another time this week?"

We understand that unexpected emergencies/sickness may prevent you from attending an appointment. However, we expect that for any reason you cannot attend an appointment you must give us written or verbal notification on 0491 001 559, 24 hours before your appointment. Doing so gives us sufficient time to change your appointment and/or offer your appointment time to someone else. Late cancellations and non attendance fees will be charged at the full fee of the booked appointment.

Please note that these fees are not claimable on your health fund/insurance company and will need to be paid by you. Further appointments will not be able to be booked until payment has been made."

Invoicing for a cancellation 

If the client has cancelled and are required to pay the cancellation fee.

Open an invoice for this client, ask if they would like to pay over the phone now, at their next appointment or they can pay via direct deposit with the info on our invoice.

Take payment or skip payment as required. Email the invoice to the client.

Once invoice is open, go back to the appointment and cancel > add reason for their cancellation and initial this.