Cancellation and No-Show Policy

At SMS Healthcare, we strive to provide excellent care to all our patients. This cancellation and no-show, cancellation and reschedule policy has been established to ensure efficient use of our doctor’s and staff’s time and accommodate other patients needing medical care.

 

Cancellation and Rescheduling Requirements

Patients are required to contact the clinic at least 48 hours (two business days) before their scheduled appointment to cancel or reschedule a consultation, in-clinic procedure and/or surgical booking.

 

Definitions:

• No Show: Failure to arrive for a scheduled
• Late Cancellation / Reschedule: Changing an appointment with less than 48 hours notice before the scheduled appointment.

 

Policy Implementation:

1. Patients will be informed of this policy during appointment scheduling, whether over the phone or online. The policy terms will be provided verbally and followed up in writing via email.
2. The cancellation policy will be outlined in appointment confirmation emails and on the clinic’s
3. Patients will receive reminders of the policy via SMS at various intervals before their
4. Patients will acknowledge acceptance of the terms on the digital patient registration

 

It is important to note that while we make every effort to send text messages and/or email reminders, they should not be solely relied upon. Technical errors can occur and interfere with the delivery of these messages. The responsibility of remembering appointment dates and times falls upon each patient. Please note a missed reminder is not a valid reason for missing an appointment.

 

Penalties for No Shows and Late Cancellations / Reschedules:

• Appointments must be cancelled or rescheduled at least 48 hours before the appointment to avoid penalties.
• Patients with a first instance of no show or late cancellation/rescheduling will have a note added to their record.
• A $50 fee will be charged at the time of service delivery in clinic, for a second instance of cancellation within policy terms.
• Cancellation fee’s are not claimable with private health insurance or Medicare.

 

Repeat Offenses:

• Patients with three documented instances of no shows or late cancellations may be advised to seek treatment elsewhere, subject to a review of this decision by a specialist.

 

Exceptions:

• Valid reasons for missing appointments may waive penalties, subject to approval by clinic

 

Appointment Slot Management:

• Patients will be offered placement on doctor waiting lists to be notified of earlier available
• Available appointments due to cancellations will be filled through SMS notifications, phone calls, and emails to waiting patients.

 

We appreciate your cooperation in adhering to these policies to ensure optimal care for all our patients.