What is the appointment cancellation policy?

If you fail to attend an appointment or do not notify us within 24 hours of your appointment time, you will be subject to our Penalty Fees. The fee is required to be paid prior to rescheduling your appointment.

Definition of a Missed Appointment (DNA):

A missed appointment (DNA) occurs when a patient fails to attend a scheduled appointment without providing prior notice or cancelling the appointment within the specified time frame.

Policy:

1. Notice Period: Patients are required to cancel or reschedule appointments at least 24 hours before the scheduled appointment time. Failure to do so will result in being marked as a Missed Appointment (DNA) or a Late Cancellation.
2. Late Cancellation Fee: Patients are required to cancel appointments or reschedule. A Fee will be charged if a cancellation or reschedule occurs between 12 to 24 hours prior to the original appointment. The fee structure is as follows:

• Follow-up: $30
• Initial appointment: $140

3. Missed Appointment Fee: A fee will be charged for missed appointments in order to compensate for the time lost and the inconvenience caused. A missed appointment includes cancellations with less than 12 hours notice. The fee structure is as follows:
   • Follow-up appointment: $60

• Initial appointment: $240

4. From time to time, we may update these fees without notice.
5. Billing Process:

• The missed appointment fee will be billed to the patient's account following the missed appointment.
• Payment of the missed appointment fee is expected within 14 days of the missed appointment date. If the missed appointment fee is not paid within the specified time frame, we reserve the right to take further action to collect the unpaid fee.
• The patient will not be offered another appointment until the fee is paid.

6. Notification: Patients will receive a notification of the missed appointment fee and the reason for the charge.
7. Appeals Process: Patients may appeal the missed appointment fee if they believe there were extenuating circumstances that prevented them from attending the appointment. Appeals will be considered on a case-by-case basis. Please email the clinic at appeals@kantoko.com.au

Implementation

This policy is effective from April 30, 2024.

Conclusion

Kantoko values the time of both our patients and our healthcare providers. By adhering to the Kantoko Missed Appointment Policy, we aim to ensure efficient scheduling and support the best possible care by our providers.