Cancellation Policy

At Paediatric Head Quarter, our mission is to deliver high-quality specialised paedatric care to the young people of the south west. To achieve this goal, we’ve implemented an appointment and cancellation policy that helps us optimise appointment availability for our patients and their families.

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Policy Overview

Paediatric HQ applies a non-attendance policy to all appointments that are cancelled, rescheduled, or not attended within the required 24-hour notice period. As a first option, appointments may be converted to a telehealth.

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If the client elects not to convert to telehealth, a non-attendance fee, amounting to 50% of the scheduled consultation fee, will be charged in such instances. This process is automatic and cannot be waived or altered by the receptionist. If the client is incapacitated* they may email grace@paediatrichq.com.au who will review the circumstances and make a final decision. 

 

Notification Process

Appointments can be cancelled or rescheduled by:

• Emailing our reception at admin@paediatrichq.com.au.

• Calling 0475 862 209 (a message bank is available for after-hours communication).

• Or replying to appointment confirmation SMS.

 

Notifications are considered effective from the time they are received by our reception team.

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Policy Communication

Patients and families are informed of this policy through the appointment booking process. Agreement to this policy is confirmed through the initial Patient Information Form.

 

Appointment Reminders

While we send email and SMS reminders for your appointments, it is your responsibility to remember scheduled appointments.

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Consideration for Unavoidable Circumstances

We understand that last-minute cancellations can occur due to unforeseeable events such as illness, accidents, power outages, or extreme weather. In such cases, we strive to offer flexibility by converting in-clinic appointments to Telehealth sessions wherever possible. Telehealth is a valuable alternative, allowing for continued management and treatment by our physicians. Unfortunately, initial appointments and annual review appointments are unable to be conducted via telehealth. 

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Continued Cancellations

In the event of continued cancellations our practice reserves the right to request prepayment of appointment fees to confirm the appointment date and time. An invoice will be sent with payment required a minimum of 7 days before the appointment time. 

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Referral Based System

Our business is guided by Medicare referral requirements. All appointments require a valid referral or will be ineligible for any Medicare rebates. Referrals from a GP are valid for 12 months from the date of the first appointment, referrals from specialists are valid for 3 months from the date of the first appointment. Whilst our practice will inform patients/guardians of referral expiry it is your responsibility to ensure a valid referral is provided to the clinic prior to any appointments. 

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A valid referral is required for all appointments, each new referral requires a standard consult charged at standard consult fees regardless of previous visit history. 

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Commitment to Quality Care

Our physicians are dedicated to providing exceptional care, supported by personalised treatment plans. Continued management of conditions require annual reviews with one of our physicians and failure to attend annual appointments will be deemed as the patient no longer being treated by our team. Reengaging with our services may result in waitlists and/or unavailability. 

 

Rationale and Trust

Our Cancellation Policy aligns with industry standards. We believe this policy is fair and reasonable, aimed at reducing late cancellations and missed appointments. 

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(Note: The Office of Fair Trading acknowledges the right of businesses to impose cancellation or “no-show” fees, provided these conditions are clearly communicated to patients or customers prior to booking an appointment.).

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