Late Cancellations and Missed Appointments: Policy Review.

Sep 8, 2022

As we enter into the busiest time of the year for many Health Care Professionals and for our friends in the community, we wanted to take a moment to remind our clients/patients of our clinic cancellation and missed appointment policy. Things are picking up and we know that with kids in school and extracurricular activities and social events, the calendar is filling up. Sometimes, your self care appointment is forgotten or it’s the one thing that seems dispensable… but remember, when you miss your appointment, 3 people are affected: you, the practitioner and the person who could have had that appointment.  We so appreciate that most of you understand and honour this for yourself and our team.

We are a very busy little clinic and our practitioners continue to put in many hours of hands-on work to keep you, our community of clients and patients, moving and feeling your best! Please don’t forget that when you miss an appointment, that space cannot be filled last minute, and when you cancel with less than 24 hours notice, it makes it very difficult for the administrative team to find someone to take the appointment time. Please remember to call or email us as soon as you possibly can, if you know you will be unable to make your appointment time.

You may cancel your appointment from your initial appointment confirmation or your 7 day reminder emails up to 24 hours in advance of your appointment. Within 24 hours of your appointment time you must call or email the clinic to cancel/reschedule and our cancellation policy will come into effect. Our online system is set up for you to receive a reminder email one week (7 days) and 24 hours in advance. Please ensure you are receiving your emails! Text reminders can also be set up. NOTE: These reminders are a clinic courtesy and ultimately you as the client/patient are responsible for noting your appointment day/time in your personal calendar. Technology is wonderful but not always dependable and cannot be an excuse for a missed appointment! Reminder: You cannot cancel or reschedule your appointment on the 24 hour reminder notice. You must call or email the clinic.

Our cancellation policy is in effect and is enforced. Our policy is the full fee for a missed appointment or late cancellation with the exception of Chiropractic late cancellations, where 50% of the fee will apply. The full fee applies to missed/no show Chiropractic appointments.

New clients booking online will be required to reserve their appointment with a credit card. Our administrative team will be following up with existing clients to obtain the necessary information to have a card on file. Cards will not be charged at the time of booking. Should there be a missed appointment or late cancellation that requires payment, the administrative team will be in contact to discuss your desired form of payment. If we are unable to contact you after a missed appointment, the card on file will be charged. Having a credit card on file simplifies this process.

The Thrive Team appreciates that you all understand how valuable our practitioners time is and while we recognize that sometimes things happen and there are emergency situations that are unavoidable (please call us to discuss in these circumstances!), we continue to rely on you to honour your appointment day/time and respect our Cancellation/Missed Appointment Policy.

With thanks,

Team Thrive