Please find below a detailed and extensive list of our new policies; our Cancellation Policy, Late Policy, No Show Policy and Staff Treatment Policy. This page is purely for your information, but we ask that you keep these policies in mind in case they apply to you at any point in the future. We have great clients here at Charlie’s Chiropractic Care, but we have decided to put these policies in place both for our protection and your protection. Thank you for your understanding.
Cancellation Policy
We understand that sometimes life just happens, and we don’t want to penalise you for anything unexpected occurring, however to minimise the amount of missed appointments for pre-known causes, cancellation fees will apply moving forward.
- Any appointment cancelled more than 48 hours before the appointment time will incur no cost, and can be rescheduled or put on hold until further notice is given.
- If less than 48 hours notice is given to cancel, a fee of 50% of your appointment cost will be required.
- If less than 24 hours notice is given to cancel, a fee off 100% of your appointment cost will be required.
All appointment confirmation texts will be sent to you more than 48 hours before your appointment time, so that if you do realise you can’t make it to us, you still have enough time to let us know without incurring any fees – i.e. if your appointment time is at 9am Monday morning, you will receive your appointment confirmation text by Friday evening at latest (36 hours in advance), giving enough time to let us know about any changes.
Asking to reschedule your appointment to a later date will count as cancelling your original appointment, so if you would like to reschedule, please let us know as soon as you receive your confirmation text. If you would like to reschedule your appointment to a different time on the same day, this will not count as a cancellation, however there is no guarantee a different time will be available so again, please let us know as soon as you receive your confirmation text.
If your appointment needs to be cancelled due to a positive Covid-19 test, evidence of the date the test was taken and a positive result will need to be provided in order to avoid any cancellation fee.
If your appointment needs to be cancelled for another medical related or bereavement reason, please contact clinicmanagement.ccc@gmail.com or Charlie directly to discuss moving forward.
Unfortunately we will not be able to make future bookings for you if you have an outstanding cancellation fee due. If you cancel your appointments at short notice on a regular basis, you may be asked to place a deposit when booking future appointments. This will be down to the discretion of the practice.
Late Policy
The length of your delay will be removed from the length of your appointment. For example, if you are 10 minutes late to a 30 minute appointment, there will only be 20 minutes available for you to be treated. This is so the appointments after yours are not further delayed, as we need to keep to our schedule for our other clients convenience.
- If you are delayed to the point that a complete or safe treatment cannot be carried out in the remaining time, a 50% appointment cost fee will be required.
If you are aware you are going to be delayed before your appointment, please notify Charlie as soon as possible, so that she can attempt to accommodate the situation.
Unfortunately we will not be able to make future bookings for you if you have an outstanding late fee due. If you are late to your appointments on a regular basis, you may be asked to place a deposit when booking future appointments. This will be down to the discretion of the practice.
No Show Policy
- If you do not arrive to your appointment at all, with no communication regarding cancelling, rescheduling, or being late, this will be classed as a No Show and a fee of 100% of your appointment cost will be required.
Unfortunately we will not be able to make future bookings for you if you have an outstanding No Show fee due. If you No Show an appointment twice, you will be required to place a deposit for all future appointments moving forward. This is just for an added layer of protection to guarantee your attendance at the appointment.
For the best interests of CCC, and both client and staff time, if you No Show an appointment 3 times, you will be removed from our client list and will not be able to have any appointments with us going further. We do not want to turn anybody away, but unfortunately there may come a point where other clients could use the appointment time in a more constructive way.
Staff Treatment Policy
We care greatly for all clients at CCC, and would never wish to turn anyone away. Your care is our priority, and we will try our best to accommodate all situations we are made aware of. In return, we request the same respect to our staff members. We understand some situations can be frustrating, but we cannot put ourselves at risk.
- Any and all verbal abuse, aggressive attitudes, or compromise of our safety will not be tolerated.
Unfortunately, regardless of reasoning, if you display any aggressive or harmful attitudes towards our staff, you will be removed from the client list and will no longer be treated by Charlies Chiropractic Care.
This includes, but is not limited to:
- Verbal abuse of any kind, whether in person or in written contact
- Rude, accusatory or aggressive language
- Intimidating or threatening physical behaviour
- Knowledge of illness that could potentially put out staff at risk e.g. knowledge of a positive Covid test or other contagious disease
If you display any of the above listed behaviours, or it is decided you have otherwise put our staff or CCC’s best interests in harms way, you will receive a formal, written statement explaining why you will no longer be treated by us, and be forwarded any remaining invoices to you.
If we have made a mistake, or there is something you are not happy with, we will be happy to discuss the issue with you and we will try out absolute best to resolve it with you. We are only human and as much as we hate to admit it, there are occasions where mistakes are made. Some situations can be particularly frustrating, and sometimes its just a bad day, but we ask that no matter the situation, you approach us respectfully. Please communicate with us how you wish for us to communicate with you.
In order to minimise any conflict, these new policies are for the protection of both Charlie and her business, as well as you and your time; we’re hoping to reduce as much confusion as possible with these notices, so we’d like to ask you to keep a copy of them incase you may need them for future reference. A shorter version of the policies will be attached to confirmation texts going forward, as well as a link to this page should you wish or need to refer to the policies in full.
It is at Charlie’s discretion whether or not she continues your treatment if any of our policies end up applying to you. As said before, we will be as accommodating as possible providing any prior or unexpected situations are fully disclosed to us, however, we must prioritise our own safety and well-being.
As we are sure you understand, cancelling an appointment at short notice or not showing up without warning means that your appointment time will remain empty, and there may be other clients who we could have offered this slot to with more notice. All pre-booked appointments take priority, but unfortunately we don’t have enough hours each day to treat all clients who would like an appointment. With our new policies, we are hoping to become more efficient with resolving issues for our clients who already have appointments booked, as well as maximise the amount of clients we see each day. Safety is our number one priority, both for you and ourselves, hence why we may have to reschedule you if you are late to an appointment. If your treatment cannot be carried out safely in the remaining time, we will prioritise that safety over other factors. In the same way, if a client makes us feel uncomfortable or threatened in any way, we will prioritise our safety and may remove them from our client list. We hope to never need to use these policies as we have great clients, but for our and your protection, these policies are now in place and will remain in effect moving forward.
Please do not hesitate to contact us if you have any questions