Cancellation & Non-attendance Policy

Cancellation & Non-Attendance Policy

Our goal is to provide high quality, fun, evidence-based, integrated therapy services in an environment specifically designed for babies, children and teens. In order to do so, Western Kids Health has in place an appointment and cancellation policy.  The policy enables us to better utilise available appointments for our patients and their families. 

 

Western Kids Health non-attendance policy covers all appointments that are cancelled, rescheduled or ‘no show’ within 24 hours required contact time; non-attendance will be calculated at 50% of the planned consultation fee. 

Cancellation or rescheduling of an appointment can be emailed directly to our reception on [email protected] or by calling 6112 2977 (message bank provided) and this notification will be acknowledged from the time received. 

 

Families will be informed of this policy at a) the time of booking their appointment, b) via a link into the confirmation and reminder emails and c) via a link in the 48-hour SMS reminder and agree to the cancellation policy in their initial Patient Information Form.  

 

Please note that while we endeavour to remind you of your appointments through email and SMS reminders, these should not be relied upon, and it is your responsibility to remember appointments that have been made. 

 

Last minute cancellations can occur for many reasons including illness, an accident, power outage or extreme weather event. These situations are stressful and challenging for everyone involved and we understand that these instances are more often than not unavoidable. We do our best to be understanding and try to give our clients as many options to make use of the time set aside for their appointment as possible. 

  

In the initial circumstance where a client cannot attend clinic due to the above reasons or COVID close contact status, we convert appointments to Telehealth. Telehealth has been widely recognised as a robust alternative to face-to-face and your therapist will ensure your appointment is beneficial, productive and builds towards your child’s goals. Your therapist will conduct therapy, parent education and support or can utilise this time to provide indirect therapy, such as reporting or creation of home programs and resources, in their scheduled appointment time. The purpose of these tasks would be to continue to work towards the current treatment goals.  

  

If you have external funding such as NDIS or PITS funding, non-attendance fees will be outlined in individual service agreements. 

 

Our therapists are passionate about providing quality care, which is supported by a tailored treatment plan. Consistency in attending these appointments will support your child in achieving their therapy goals. 

 

Our cancellation policy is based on the same rationale as others in the industry and we trust you will agree that this is a fair and reasonable policy to reduce the level of late cancellations, late rescheduled and missed appointments to support the sustainability and longevity of Western Kids Health. 

 

We thank you for your understanding. 

 

Should you have any queries or concerns regarding this policy please do not hesitate to contact me directly.  

 

Nicole Pates 

Director  

Western Kids Health 

 

(The Office of Fair-Trading states that a business is within its rights to charge a cancellation or “no-show” fee for appointments, so long as this has been communicated to a new patient or customer before making the appointment.)