CANCELLATION / NO SHOW POLICY
POLICY
Due to an increasing number of “no shows” and same day cancellations, combined with a very high demand for services, there will be a charge for missed appointments and cancellations.
The charges for missed appointments or late cancellations is is detail below in the procedure.
Our goal is to provide timely care to all our patients and to respect not only the client and veterinarian’s time, but the constraints of a tightly booked schedule. If you must cancel your appointment, we request a text, call or email as defined below. This allows us to accommodate other patients who may need prompt medical care.
Due to an increasing number of “no shows” and same day cancellations, combined with a very high demand for services, there will be a charge for missed appointments and cancellations.
The charges for missed appointments or late cancellations is is detail below in the procedure.
Our goal is to provide timely care to all our patients and to respect not only the client and veterinarian’s time, but the constraints of a tightly booked schedule. If you must cancel your appointment, we request a text, call or email as defined below. This allows us to accommodate other patients who may need prompt medical care.
TERMS DEFINED
“No Show” describes any appointment that is missed.
“Cancellation” describes an appointment cancelled with less than the required hours’ notice.
“Late” describes a client who arrives 10 minutes or more after the scheduled appointment start time.
“24 hours’ notice” is NOT describing the night before. It means at least 24 hours before the scheduled appointment time.
“48 hours’ notice” describes 48 hours before the scheduled admit time.
“5 Business Day notification” describes business days as Monday through Friday. Weekends and Holidays are not counted as days.
“No Show” describes any appointment that is missed.
“Cancellation” describes an appointment cancelled with less than the required hours’ notice.
“Late” describes a client who arrives 10 minutes or more after the scheduled appointment start time.
“24 hours’ notice” is NOT describing the night before. It means at least 24 hours before the scheduled appointment time.
“48 hours’ notice” describes 48 hours before the scheduled admit time.
“5 Business Day notification” describes business days as Monday through Friday. Weekends and Holidays are not counted as days.
PROCEDURE
Client is to be notified of the appointment “No-Show & Cancellation Policy” at the time of scheduling. This policy will also be found in the appointment booking confirmation emails and on our website.
Client is to be notified of the appointment “No-Show & Cancellation Policy” at the time of scheduling. This policy will also be found in the appointment booking confirmation emails and on our website.
CURRENT CLIENTS
a. Appointment must be cancelled at least 24 hours prior to the scheduled appointment time. Cancellations that occur with less than 24 hours’ notice will result in a $68.75 charge. ‘No Show’ appointments will also be charged a $68.75 fee. We understand that extenuating circumstances do arise; these will be handled on a case-by-case basis by hospital management.
b. In the event the client arrives late to their appointment and cannot be seen by the veterinarian on the same day, they will be rescheduled for a future clinic visit, if available. Should this happen more than once in a calendar year, the $68.75 fee will apply.
c. If two (2) no shows occur in a row or within a calendar year, the client will be required to pre-pay “non-refundable scheduling fee” equivalent to the estimated appointment being scheduled for. If that scheduled appointment is attended successfully as scheduled, the fee will be applied to the appointment.
a. Appointment must be cancelled at least 24 hours prior to the scheduled appointment time. Cancellations that occur with less than 24 hours’ notice will result in a $68.75 charge. ‘No Show’ appointments will also be charged a $68.75 fee. We understand that extenuating circumstances do arise; these will be handled on a case-by-case basis by hospital management.
b. In the event the client arrives late to their appointment and cannot be seen by the veterinarian on the same day, they will be rescheduled for a future clinic visit, if available. Should this happen more than once in a calendar year, the $68.75 fee will apply.
c. If two (2) no shows occur in a row or within a calendar year, the client will be required to pre-pay “non-refundable scheduling fee” equivalent to the estimated appointment being scheduled for. If that scheduled appointment is attended successfully as scheduled, the fee will be applied to the appointment.
NEW CLIENTS
a. Appointment must be cancelled at least 24 hours prior to the scheduled appointment time. Cancellations that occur with less than 24 hours’ notice will result in a $68.75 charge. “No Show’ appointments will also be charged a $68.75 fee.
b. In the event the client arrives late to their appointment, they will be required to pay “non-refundable scheduling fee” equivalent to the estimated appointment if they would like to reschedule. Should this happen at the next appointment, the client forfeits their right to any future bookings.
c. If one (1) no show occurs, the client will be required to pre-pay a “non-refundable scheduling fee” equivalent to the estimated appointment being scheduled for. If that scheduled appointment is attended successfully as scheduled, the fee will be applied to the appointment. If two (2) no shows occur, the client forfeits their right to any future appointment bookings.
a. Appointment must be cancelled at least 24 hours prior to the scheduled appointment time. Cancellations that occur with less than 24 hours’ notice will result in a $68.75 charge. “No Show’ appointments will also be charged a $68.75 fee.
b. In the event the client arrives late to their appointment, they will be required to pay “non-refundable scheduling fee” equivalent to the estimated appointment if they would like to reschedule. Should this happen at the next appointment, the client forfeits their right to any future bookings.
c. If one (1) no show occurs, the client will be required to pre-pay a “non-refundable scheduling fee” equivalent to the estimated appointment being scheduled for. If that scheduled appointment is attended successfully as scheduled, the fee will be applied to the appointment. If two (2) no shows occur, the client forfeits their right to any future appointment bookings.
ALL CLIENTS
GENERAL SURGERY (example soft tissue, spay, neuter, oral health)
General Surgery appointments must be cancelled at least 48 hours prior to the scheduled appointment time.
a. Cancellations that occur with less than 48 hours’ notice will result in a $150 charge.
b. “No Show’ appointments will be charged a surgery no show fee of $150.
c. If another incident of a missed surgery appointment occurs, the client will be charged a missed appointment fee of $150 and may be discharged from the practice.
GENERAL SURGERY (example soft tissue, spay, neuter, oral health)
General Surgery appointments must be cancelled at least 48 hours prior to the scheduled appointment time.
a. Cancellations that occur with less than 48 hours’ notice will result in a $150 charge.
b. “No Show’ appointments will be charged a surgery no show fee of $150.
c. If another incident of a missed surgery appointment occurs, the client will be charged a missed appointment fee of $150 and may be discharged from the practice.
ALL CLIENTS
SPECIALTY SURGERY (example TPLO, orthopedic) / CARDIOLOGIST
Surgeries or procedures booked with a Specialist to be performed at PAH require a deposit at the time the appointment is booked. This deposit is returned or credited back to the client at the time the surgery is performed and paid for.
These bookings are subject to a 5-BUSINESS DAY notification of cancellation period, or the client forfeits the deposit.
SPECIALTY SURGERY (example TPLO, orthopedic) / CARDIOLOGIST
Surgeries or procedures booked with a Specialist to be performed at PAH require a deposit at the time the appointment is booked. This deposit is returned or credited back to the client at the time the surgery is performed and paid for.
These bookings are subject to a 5-BUSINESS DAY notification of cancellation period, or the client forfeits the deposit.
