Cancellation Scripts
-See it as rescheduling not cancelling.
-Make it priority to get another appointment later in the week.
-If not possible to get another appointment, cancel the appointment that week and try rebook for the following week.
-Try find an appointment for later that day or week (to avoid the cancellation fee).
-If not possible book for the following week.
-Apologise but the cancellation fee is unavoidable.
-Call after 5 mins is see if they are on their way.
-Call the after 15 if you hear nothing and check everything is ok.
-When you hear from them rebook them but again the fee is unavoidable.
suggest they still come in cause our EPs will be able to help them.
Scripts
"Hi I'm just calling to cancel my appointment tomorrow"
"Thats all alright, how about we try get you in later in the week then?"
"no i think ill just come in next week"
"our EP will still really like to get you in this week - you improve in here
every week and we wouldn't want that to be pushed back we are dedicated to
help you"
"Alright that sounds good lets try get in this week"
"Perfect we've got a spot tomorrow afternoon at 1pm would you like that appointment? we are flexible to
help get you in"
"Yes thanks book me in"
CANCELLATION SCRIPT
"Hi i need to cancel my appointment for today,
"That's unfortunate, what happened?"
"I have another appointment i forgot about"
"Okay I do have an appointment later on today, does that work for you?"
"No it doesn't, i cant make today"
"I know *EP* want's to see you this week and so I can save you the late cancellation fee, I do have another appointment available tomorrow at *time*?
"I can't do tomorrow either"
"If you can make any other time this week i will be able to waver 50% of the fee for you?"
"I can't make any other day this week"
"Okay let me book you in for next week, unfortunately I will still have to apply the late cancellation policy for this weeks appointment."
"okay"
OPTION 2
"Hi i need to cancel my appointment for today"
options to respond:
" Okay let me have a look to find another appointment for you this week, we have *date* available?"
"I can't do that day"
'I know *EP* wants to see you this week, is there any chance you can make *other appointment time*. (this can either be earlier or later in the week)"
"yes i can make that time"
Cancellation within 24hr:
"Hi i need to cancel my appointment for today"
"That's (not good/unfortunate/oh no?) what happened?" (This also gives you the opportunity to ask them about the reason in their next appointment)
"i'm just super busy at work"
" That's understandable, I do know *EP* would want to keep you on track for this week, can I reschedule you for *appointment* later on this week?"
"I can't do that time"
"I would really love to help you save the late cancellation policy, is there anyway you could make this week?"
"I guess i can make *time* on *day*"
OPTION 3
"I need to cancel my appointment for this week"
"I can help with that, I have *appointment time* available tomorrow"
"I can't make that time"
"okay, lets keep you on track with your management plan and find an appointment time you can make this week"
"okay i can do that"
OPTION 4
"I need to cancel my appointment for this week"
"I can help you with that, we have *appointment time* available to reschedule you appointment to?"
"I don't feel like coming in"
"I know *EP* has been helping you with _________, and would like to keep you improving, I do have *appointment time* available if that works better for you?"
" Okay i'll come in for then"
OPTION 5
"Hi i need to cancel my appointment for today, i'm so sorry i've been caught up at work and have a lot going on, I can only rebook for next week'
"Okay let me have a look, we do have a late cancellation policy, is there any chance you could make another time this week so we can waver that fee for you."
"I can't make any other time"
"That's okay, unfortunately i will have to apply the cancellation fee, I can add it to your next appointment or we can process it over the phone if you'd like?"
"Just add it to the next appointment"
"While i've got you on the phone, i'll rebook you for next week"
(Cancelling because too busy)
Find out what is making them busy, Work, kids, other commitments,
Find out what time this occurs and offer them appointment times around this schedule to get them in.
Cancelling because:
Covid-19 Worries:
Hi I want to cancel my appointment, i'm worried about coming in because of COVID
"Hi _____ we do understand the current situation and have been taking extra precaution to keep you safe at the clinic.
Yes, but i don't want to come into a clinic that has so many people in it...
We understand... but to keep you on track we can offer you a Telehealth appointment, home visits or you can attend the sessions at a local park"
No I don't want to do any of that...
"I can reassure you we are taking extra precautions at the clinic, with weekly covid test, extra sanitation and cleaning of the clinic.
I still don't want to come into the clinic, i'd rather just cancel till it's over.
"These high cases may go on for months, I know your EP would not want you to lose the progress you've already made in all your appointments."
Steroid/ other injections:
Hi I want to cancel my appointment, i've had injections in my back and the doctor said I can't do exercise
"Hi _____ from what the exercise physiologist have informed me of... generally when they refer to no exercise they are meaning strenuous...
It is may be beneficial for you to attend the appointment for a light session to make sure you are still moving.
It is still sore though
"Our exercise physiologist will be aware of the injections and tailer your sessions to focus more on light movement to keep you moving instead of your normal session. If you are worried you can ask your GP
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TAKING PAYMENT FOR LATE CANCELLATION
'Client was informed on them having to pay the cancellation after cancelling an hour before'
"Just fixing up today and unfortunately i do have to process last weeks late cancellation policy, because we did need more notice to fill that appointment time with clients on our waitlist who needed to see EP"
"I was sick"
"I do understand but you did contact us only a few hours before and this policy is in place to protect *EPs* time because he was fully book on Friday and we would have been able to see another client if we had enough notice."