No Shows and Late Cancellations – what do ACC really pay for?


Recently a patient in the waiting room asked me if we still bill ACC when people don’t attend their appointments and it got me thinking about No Shows & Late Cancellations and patient’s perceptions of penalty charges.

The answer is no we cannot bill ACC for any appointments that patients do not attend or cancel. ACC is committed to contributing to patient’s treatment costs, however if the patient is not being treated then it is not ACC’s responsibility to pick up any penalty charges.

Here at Back In Action Physio we charge a $25 late cancellation / no show fee for appointments that we are unable to rebook due to late or no notice which is paid for by the patient. We try and make sure that you write your time down, we give you an appointment card and we also send you a text reminder the day before. We think this is fair enough reminder and a fair charge. One of the main reasons is to encourage you to give us notice. This means we can offer the appointment that you can not make to other patients that are waiting for an appointment to become available.

During our busy times we have patients ringing during the day desperately trying to get an appointment or just waiting for someone to cancel, which frees up an appointment time for them. It is such a shame when the physio is just sitting around waiting for the time to pass for their next patient knowing that they could be helping another patient during that time due to a no show or late cancellation. We do realise that sometime things come up and we understand this is not always possible to give us the notice.

Although we say 24hrs notice in our text reminders what we are really after is roughly 4hrs of reception time to fill the appointment. You can email or leave a message the night before. All I ask is that if you can’t make an appointment, whatever the reason please, please call and let us know. Even if it is only 30 minutes notice someone who lives close by could possibly still make it in for that time. And if we fill an appointment we never charge!

Kelly – Reception Manager

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