Pulmonary and Critical Care

Patient scheduled a new patient appointment for May 3, 2017 and was informed of our 24 hour cancellation policy. She called within 24 hours and cancelled her appointment, there was no charge. She then made another appointment for May 18, 2017 and was again reminded of our 24 hour cancellation...

policy. She didn't show up for this appointment and didn't call to cances. Our office staff called her and she said she thought she cancelled, but may have called the wrong office. We again explained our cancellation policy and told her that if she did reschedule and did show up for her appointment, we would void the 120.00 no show fee. We also explained that if she didn't call within 24 hours to cancel or she didn't show up, she would then be charged for 2 no show fees. She agreed and then rescheduled her appointment for June 14, 2017. She did not show up for her appointment. We called her and left a message that she missed her 3 appointment. Even though she received a letter of Collection after being sent 4 statements, we do not send patients with only no show fees to collections, We usually don't send collection letters, but this patient went through the statement system accidentally. Again, we did not, nor did we have any intention of sending her to collections and we have not sent, nor will we ever send another statement. We send the original statements to remind patients that if they wish to be seen in our office, they must pay the no show fee(s). This patient never communicated with us to tell us of any emergency that may have arisen that would prevent her from calling or keeping her appointment. All new patients are made aware of our policy. We inform them at the time they make appointments. We also send new patient paperwork, or if they elect not to receive it by mail, we direct them to our website to fill out the paperwork before they arrive. Our cancellation policy is part of the new patient form packet.