We strive to provide excellent clinical care to you and the rest of our patients.
In an attempt to be consistent with this, we have a Cancellation Policy that allows us to offer convenient appointments for all of our patients. When an appointment is arranged, that time has been set aside for you and when it is missed, that time cannot be used to treat another patient who needs our services.
You have the right to cancel or rearrange your appointment up to 24-hours before the agreed time by calling 01952 351 123 or 01902 581 123
Patients are requested to provide a minimum of 24 hours notice to cancel or rearrange their appointment. Postural Health Ltd charges fees for all appointments which are cancelled within 24 hours of appointment times or for non-attendance.
Please note, where cancellations are notified outside office hours, these will count as being notified at 9.00am on the next working day. For the avoidance of doubt, working hours are 9am-5pm Monday to Friday, excluding bank holidays.
Why do we charge a cancellation fee?
Physiotherapists often operate with regular waiting lists. As a result, late cancellations and non-attendance mean that we are unable to offer these appointments to other patients, resulting in delay in treatment and unnecessary pain.
Why do we have different fees?
Late cancellation is often avoidable. However, life is unpredictable and we understand that. In some cases there is an unavoidable problem such as illness, hospitalisation or transport failure. We of course take this into consideration. Patient non-attendance does create problems as a late cancellation or missed visit leaves a hole in the therapists' day that could have been filled by another patient and so Postural Health Ltd offers to waive the fee for the first incidence of non-attendance or late cancellation if the patient re-books within 7 days of the incident. Postural Health Ltd reserves the right to not waive the cancellation charges for further incidences.
Most health insurance policies do not cover cancellation or non-attendance and so any fees may be charged directly to the patient.
First late cancellation or non-attendance: Full appointment fee which will be waived if the patient contacts us to rebook within 7 days of the initial appointment
Second, and further consecutive late cancellation or non-attendance: 100% appointment charge minus any mileage charge that was agreed for home visits.
We ask that patients settle all cancellation and non-attendance charges prior to their next appointment. Postural Health Ltd may 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)as well as accruing interest charges of the Bank of England base rate plus 8% of the outstanding charge.
If a patient arrives late for an appointment the physiotherapist will try to provide a full treatment but may have to limit the duration of the session to avoid keeping other patients waiting beyond their appointment time. In these circumstances the session will be charged at the full rate.
Patients can direct any queries about our cancellation/non attendance charges and policy to the Practice Manager, contactable on firstname.lastname@example.org – our receptionists are not authorised to waive these charges and will direct queries to the Practice Manager.
updated 5th June 2021