CANCELLATION POLICY 2017-07-12T09:57:13+00:00

CANCELLATION POLICY
FREQUENTLY ASKED QUESTIONS (FAQ)

Why do we have to introduce a cancellation policy?

Our practices aim to provide the best possible care for you with modern facilities and excellent professional services. There is an ever-increasing demand to see our professionals but they can only consult a limited number of patients per day.  When an appointment is scheduled for you, that time has been set aside for you and when it is missed, that time cannot be used to treat other patients who need our professional help.

If you do not show up for your appointment or notify us of your inability to attend your appointment before 9.30am on the business day prior to your scheduled appointment, the time that is allocated for your visit cannot be used to treat other patients who are on the waiting list. Failure to comply with the scheduled appointment (no show) or failure to cancel the appointment with adequate notice (no call, email or SMS response) will incur a full cancellation fee.

Rescheduling missed appointments for you also ties up future appointments, further diminishing the availability of health care for others.

As a private health care provider, we do not receive any government funding and need to run the practice efficiently and offer compassionate service to our patients. You may agree with that administering a policy, which is adversely fair, is the best way to help the community and keep the costs at a minimum.

How to cancel your appointment

To avoid the cancellation fee please call or email your respective practice before 9:30 am on the previous working day prior to your appointment:

NOTE – email is the most efficient way to contact us.

Carlingford – Call (02) 9871 7777 or email carlingford@mentalhealthspecialists.com.au

Norwest – Call (02) 8883 1173 or email norwest@mentalhealthspecialists.com.au


If you are part of our SMS appointment reminder system we send you a reminder 48 hours prior to your appointment.
Please reply to the SMS ‘Y’ to confirm or ‘N’ to cancel your appointment.

Cancellation fee

When does the cancellation fee apply?

In order to avoid cancellation fee, you must notify us before 9:30 am on the previous working day of your appointment, in the event that you are unable to attend and need to reschedule.

If you cancel your appointment after 9:30 am on the previous working day of your scheduled appointment, a cancellation fee of $50.00 will apply to cover basic administration costs. This fee is not reimbursed by Medicare.

When does the full fee incur?

A failure to arrive for the scheduled appointment without cancellation will incur the full cost of the appointment. This fee can vary from $84.80 to $390.00 depending on the time duration and the professional. This fee is not reimbursed by Medicare.

What happens if I cancel my appointment repeatedly?

There are a small number of patients who fail to attend their appointments repeatedly without cancelling. If you accumulates a total of two (2) cancellations, we will still provide you with the 3rd appointment but only after you show your commitment by paying the full fee in advance. If you do not attend despite paying for the appointment, there is no refund. However, if you attend the appointment, we will issue an invoice for you to claim the Medicare rebate from Medicare.