Cancellation Policy

Missed appointments, or any appointment changed, altered, moved or cancelled for any reason with less than 24 hours’ notice will be charged at 75% of the full fee.

We want to make our policy as clear as possible as it can be upsetting when people miss or need to change an appointment, often because of genuine and stressful reasons. We have this policy to protect the livelihoods of our team who do not get paid when an appointment is not kept, as is common in healthcare provision. Should ill health or misfortune affect your ability to attend we hope you will graciously accept our policy as it helps to ensure that we still exist when you need our help again.


Frequently asked questions

1.What if I am suddenly taken ill?

We are a medical practice and care for people who are by definition unwell with complex health needs. Our customers therefore represent a group of people whose ability to attend is unpredictable and therefore highly likely to be unable to keep appointments. We care greatly about the well-being of our clients, it is also our vocation, but we have this policy to protect our team.

2. What if a serious, unavoidable situation arise

There are many, many different situations that can arise unexpectedly and cause people to be delayed or miss their appointment. Sickness of a friend or family member, accidents, traffic problems, parking difficulties, transport cancellations, strikes, and freak or severe weather to name a few. We appreciate that when people do not attend they have serious or distressing reasons for not doing so, but our policy exists to protect our team.

3. What if my employer has asked me to suddenly work late?

Employers often make demands of their staff at short notice without any knowledge or appreciation that their staff may have other commitments. A simple conversation with your employer/manager to explain that, while you are happy to work, you have already made an appointment for which you will be charged always results in either an offer to pay for your missed appointment (we can provide an official receipt), or telling you the work was not that important in the first place. With your permission, we are also happy for your workplace to contact us for verification.

4. What if my health or circumstances are unpredictable?

Booking an appointment in advance means you secure a date and time that is convenient, but waiting for tradesmen, child care arrangements and many more situations can make attendance unpredictable. We recommend that you do not make appointments in advance and try and make an appointment on the day. We try and help by keeping some appointments available for people at short notice, however, at busy times, these appointments will be offered on a first come, first served basis.

5. What if I need to change my appointment several times?

You may change your appointments as many times as you need, so long as we are given more than 24 hours’ notice of any changes or alterations.

6. What if I made my appointment on the day and then needed to change it?

When booking on the day it is essential to make sure you will be able to attend as any cancellation or alteration would automatically be less than 24 hours’ notice. The only exception to this is where it is possible to bring forward an appointment from a later time to an earlier time on the same day, assuming an earlier appointment is available.

7. If I am running late will I still be seen?

When an appointment is made, a period of time is reserved and we will always try our best to use that time in the most effective way possible. However, depending on the time remaining, some services may not be offered in full, or at all. For example, it may be possible to offer the remaining time of a massage, or time enough to allow the physiotherapist to treat one particular problem, but there may not be enough time to treat every problem in the way that the full time would allow. Another example may be where there is enough time to assess or review a client but not enough time to provide the full treatment.

8. What if the practice is running late?

We know that your time is very important and we try to run as close to appointment times as possible. However, as a medical practice, this is not always possible. For example, if someone has serious or complex problems such as a serious injury, your physiotherapist may overrun. Our appointments are distributed so that we will be able to see you in a timely manner so, if we are running late, you will be seen as quickly as possible and we will always make sure you are given full attention and care when you are seen.

9. What if I need to cancel an appointment and the practice is closed?

Even on Sundays and public holidays our practice receives important telephone messages that are logged, time stamped and checked so that we can notify our team of changes in their timetable. If a cancellation is made with more than 24 hours’ notice, no charge will be made, even if we are closed.

10. This is the first time I have ever missed my appointment. It’s unfair.

The majority of our customers are long-standing and have excellent records of attendance. We completely understand why, on the first and only occasion that an appointment cannot be kept, people feel aggrieved that we request payment. However, on an average day we will get 4-5 people who do not keep their appointments. The livelihoods of our therapists could be compromised. We hope that in the event of some misfortune you can appreciate why we have this policy, even if this has never happened before.

11. What if my appointment is cancelled with less than 24 hours’ notice?

In the event of being unable to operate due to sickness, power cuts or other crisis we will ensure that we do everything in our power to deliver our services, or offer an alternative, but we cannot provide any compensation in the event that we have to cancel your appointment.