WKH Cancellation & Non-Attendance Policy
At Western Kids Health, our mission is to provide high-quality, engaging, and evidence-based therapy services for babies, children, and teens.
To support this, we have a Cancellation and Non-Attendance Policy that ensures fairness, consistency, and optimal appointment availability for all families.
Notice Requirement & Late Cancellations
All appointment changes or cancellations must be made with at least 48 hours’ notice, and this includes Monday appointments. If your child or a family member is unwell, please do not attend the clinic for the safety of staff and other families.
We encourage you to convert your appointment to Telehealth instead.
Examples:
- A Monday 10:00am appointment must be cancelled or rescheduled by 10:00am on the preceding Saturday.
- A Tuesday 2:00pm appointment must be cancelled or rescheduled by 2:00pm on the preceding Sunday.
- A Friday 3:30pm appointment must be cancelled or rescheduled by 3:30pm on the preceding Wednesday.
Appointments cancelled or rescheduled within 48 hours of the scheduled time, and not converted to Telehealth, will incur a 50% non-attendance fee.
This process is automatic..
Notification Process
Appointments can be cancelled or rescheduled by:
- Email: info@westernkidshealth.com or hillarys@westernkidshealth.com
- Phone: 6112 2977 (after-hours voicemail available)
Notifications are effective from the time they are received by our reception team.
Late Cancellations (<48 hours)
Appointments cancelled or rescheduled within 48 hours of the scheduled time, and not converted to a Telehealth session, will incur a 50% non-attendance fee. This process is automatic and cannot be waived or escalated to the Practice Manager. Telehealth Alternative Instead of cancelling, families may choose to convert their appointment to Telehealth. This option may allow the therapist to continue supporting your child’s progress through:
- Direct client therapy
- Parent coaching and education
- Home program review and updates
- Feedback and planning sessions
Telehealth sessions are especially valuable when a child is unwell or unable to attend in person, ensuring continuity of care and goal progression.
Attendance Expectations
Consistent attendance supports your child’s therapy outcomes and ensures clinic sustainability.
Families are encouraged to:
- Attend at least 80% of their scheduled program sessions
- Engage in home practice or strategies as recommended by their therapist
Attendance below this level may result in slower progress, the need for additional sessions, or in some cases, disengagement from therapy services.
External Funding
For clients supported through NDIS, PITS, or other external funding sources, specific cancellation and non-attendance conditions are outlined in individual Service Agreements.
Our Commitment At Western Kids Health, we understand that life with children can be unpredictable. We aim to be flexible where possible and offer Telehealth options to support ongoing care when in-person attendance is not feasible. Our goal is to maintain a fair and transparent system that allows all families access to timely appointments, while ensuring our therapists can provide consistent, high-quality.
Our policy ensures a fair and transparent system that:
- Supports consistent, high-quality therapy
- Provides access to timely appointments for all families
- Sustains our capacity to deliver exceptional care
We thank you for your support and understanding in following this policy.
Queries regarding this policy can be directed to pracman@westernkidshealth.com For general appointment assistance, please contact our administration team at info@westernkidshealth.com | 08 6112 2977
