Cancellation Policy
Our cancellation policy has been set up to ensure that all clients have the opportunity to engage in required services with Diverse Occupational Therapy when appointments are available.
Every effort will be made to ensure you are aware of our cancellation policy when you schedule an appointment and when reminders emails or SMS messages are sent. Because there will be occasions when it is not practicable to discuss cancellation matters with you in detail, this document is designed to outline how Diverse Occupational Therapy will manage this.
Appointment cancellation:
A minimum of 48 hours’ notice is required for rescheduling or cancelling an appointment. Any appointments cancelled less than 48 hours, will be charged the full fee.
Did not attend or not at location:
If you do not attend or are not at the prearranged location, you will be charged the full fee.
This includes appointments where we are unable to access the property, are turned away, or the client is unavailable.
Late arrival:
If you arrive late for a scheduled appointment, Diverse Occupational Therapy will provide services for the remaining time allocated to the scheduled appointment. This means if you have a 1-hour appointment scheduled for 9.00am and are not available until 9.15am the face-to-face consultation will continue until 9:50am. The session will end and Diverse Occupational Therapy will use remaining 10 minutes for documentation.
Reminders:
Although Diverse Occupational Therapy may send you a courtesy text or email reminders about upcoming appointments however it remains your responsibility to keep track of and be available for all scheduled therapy appointments, whether or not you receive the text or email reminder.
Cancellation due to risk:
Diverse Occupational Therapy value your safety and their staff. When we schedule your appointment, we will ask you if anyone else will be at the location, it is expected you will inform us if anyone else is at the property or if there are any possible risk of harm to a person. If staff arrive for your scheduled appointment and they believe there may be a safety risk the appointment will be terminated and you will be charged the full fee. Diverse Occupational Therapy staff reserves the right to assess and determine risk.
In some situations, you may want a family members or carers involved in your treatment. Diverse Occupational Therapy support this decision and will discuss the details of whom, where and when with you prior to a scheduled appointment.
Exceptions:
The full cancellation will not apply in the event of:
Over 48 hours’ notice received
A serious or contagious illness
An unplanned emergency
Diverse Occupational Therapy reserves the right to assess and determine other circumstances when fees may apply.
Cancellation by Diverse Occupational Therapy:
If Diverse Occupational Therapy need to cancel an appointment a minimum of 48 hours will be provided where possible.
Complaints and further information:
Please do not hesitate to discuss any concerns, questions or complaints about any issues related to our cancellation policy with us.