This article has been in the making now for a while, and I wanted to get everything in order so I can present the information to you in a clear and concise post. As my years of experience in the field continues to grow, so have the number of late cancellations and no-shows, which can be a problem. With inadequate notice for cancellations, it is difficult to find a client to fill the spot. Since my schedule is getting busier, I have had to be more strict with charging for cancellations or missed appointments. If this happens, not only am I turning other clients away that need massage therapy, but also negatively affects my budget for the pay period. I have been implementing a protocol for cancellations which seems to be working well. It may seem tough, but it is also fair. Just so things are clear, here is the policy I have been using:
Cancellation greater than 24 hours: No charge or warning. This will give me ample time to review my wait list to see if someone wants to get in so I can fill the spot and help them.
First Cancellation less than 24 hours/Missed Appointment: No fee, but will be given both a phone call and an email warning that future occurrences will be subject to the full fee of service.
Subsequent Cancellations less than 24 hours/Missed Appointment: Subject to full fee. Will be determined on a case-by-case basis. A charge will apply if you forgot your appointment and/or have to be somewhere else.
Multiple Late Cancellations/Missed Appointments: Fee will be collected prior to service to discourage this behavior. You may also be discharged as a client under my care.
EXCEPTIONS: If you have an emergency that needs to be attended to, or if you are ill and contagiousyour appointment will be cancelled at no consequence.
If you are charged for a missed appointment, I always suggest reviewing your insurance coverage. At the time of this blog post, according to the CMTO I am still able to issue a statement for the transaction that you may be able to submit to your insurance depending on the coverage you selected.
I am here to help you, so if you find that you are having problems keeping track of your appointments, here are a few suggestions that will help you stay on top of them:
Keep a calendar/use your phone. You can set you own individual reminders that will alert you.
Take an appointment card. Don't be shy to ask for one - if this works for you, I will write them on a card for you to take home and add to your calendar.
Sign up for email reminders and ask for them - as a part of my privacy plan, I have you sign a document where you can opt to receive email reminders (as well as other items). They don't take very long to compose and there is something you can refer to if you forget.
Text reminders - if it's easier for you, I can also text you a few days in advance to remind you.
Call reminders - if this works for you, great! Although it may be easier for email or text so that you can refer to a document
Ask - if you forget when you booked your appointment, just ask! Email, text or call.
If you make an appointment and realize that there is a conflict, please contact me as soon as possible so we can find an alternative spot that works. You may also send someone in your place if you cannot make your appointment.
Thank you for taking the time to read this post, and I hope you have an awesome day!!
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