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Late, Cancellation, No-Show Policy

Temecula Medical Group Contents About Us Late, Cancellation, No-Show Policy

 

POLICY

It is the policy of Temecula Medical Group to monitor and manage late arrivals, cancellations, and no-shows to maximize appointment availability for all patients. While we understand emergencies can arise, consistent adherence to your scheduled appointments helps us provide the best possible care.

WHY WE HAVE THIS POLICY

At Temecula Medical Group, our core value is to be “A Place of Healing”. We cherish the time we spend with each patient, ensuring you receive the focused care you deserve. To honor this commitment, we carefully manage our schedule to respect every patient’s time and our providers’ ability to deliver thorough, compassionate care.

When a patient arrives late, it can ripple through the day, shortening the time available for others who are also seeking healing. While we always strive to be understanding and offer grace, our policy helps us balance fairness by protecting the appointments of those who follow. This ensures every patient receives the full attention they need without rushing or sacrificing quality. If we can’t accommodate a late arrival due to scheduling constraints, we’ll work with you to reschedule promptly.

Sometimes, a patient’s health issues are complex and require extra time to provide the detailed, conclusive care they need. Consistent with our core value of “A Place of Healing”, we adapt in these moments to ensure every patient receives the attention their health demands. This may occasionally put us behind schedule, and we ask for your understanding as we do our best to stay on time while prioritizing exceptional care. Our goal is to keep this a place where healing happens smoothly and equitably for everyone. Thank you for your understanding.

DESCRIPTION

Temecula Medical Group strives to provide excellent care to each patient in a timely manner. To achieve this goal and ensure fairness for all patients, it is essential to maintain a well-organized clinical schedule.

To better manage appointments, we define the following terms:

  • Late Arrival: A patient who arrives after the scheduled appointment time.
  • Cancellation: Any instance in which a patient cancels an appointment, with or without rescheduling.
  • Same-Day Cancellation: A cancellation made less than 24 hours (one business day) before the scheduled appointment.
  • No-Show: A patient who fails to arrive for a scheduled appointment without prior notice.

 

POLICY DETAILS

Late Arrivals

  • Definition: Patients arriving after their scheduled appointment time.
  • Actions Taken:
    a. We will attempt to fit the patient into the provider's schedule. However, this may require significant waiting time and is subject to provider availability.
    b. If no providers are available, the patient will be rescheduled for a later time or another day.
  • Rescheduling Fee: If a patient must be rescheduled due to a late arrival, it will be treated as a same-day cancellation/no-show and subject to a $40 rescheduling fee.

Note: Patients who have not completed their forms need to arrive 25+ minutes early for their appointment. Failure to do so may result in rescheduling and a rescheduling fee.

Cancellations

  • Definition: Any cancellation made prior to 24 hours (one business day) before the scheduled appointment.
  • Policy: Patients are encouraged to notify the clinic by phone or voicemail as soon as possible. This allows us to offer the appointment slot to another patient in need.

Same-Day Cancellations

  • Definition: Cancellations made less than 24 hours (one business day) before the scheduled appointment.
  • Impact: Same-day cancellations significantly impede our ability to adapt our schedule and provide timely care to other patients.
  • Rescheduling Fee: Same-day cancellations will be treated as no-shows and subject to a $40 rescheduling fee.

No-Shows

  • Definition: Failure to arrive for a scheduled appointment without prior notification.
  • Actions Taken:
    a. A no-show will be documented in the patient’s chart.
    b. The patient must contact the clinic to reschedule their appointment.
  • Rescheduling Fee: Rescheduled appointments due to no-shows will be subject to a $40 rescheduling fee, equivalent to a same-day cancellation.
  • Frequent No-Shows: Patients with a history of frequent no-shows may be subject to discharge from the practice. Taking an appointment without attending deprives other patients of access to timely care.

IMPORTANT NOTES

  • Fees and Insurance: Rescheduling fees for late arrivals, same-day cancellations, and no-shows are not billable to insurance and are the patient’s responsibility. Medicare and Medicaid patients are held to the same policies regarding scheduling, but rescheduling fees are their personal financial obligation.
  • Discharge Policy: The clinic reserves the right to discharge patients who have a history of excessive no-shows, cancellations, or late arrivals. Patients will receive written notice before discharge, following regulatory guidelines for patient-provider relationships.
  • Emergencies: We understand that emergencies may occasionally prevent timely cancellations or arrivals. In such cases, patients are encouraged to notify the clinic as soon as possible, and rescheduling fees may be waived at the clinic's discretion.

If you have questions about this policy, please contact our office at (951) 302-2526;  our contact form; by email at admin@temeculamedicalgroup.com; or by mail at Temecula Medical Group, 27555 Ynez Road, Ste 102, Temecula, CA 92591.