No-Show/Late Policy

Our goal at Kennedy Vision Health Center is to improve the quality of life of all our patients in a timely manner. No-shows, late arrivals, and cancellations impact not only our providers, but our other patients as well. When a patient books their appointment, they’re holding a space on our calendar that is no longer available to other patients, and it takes time and resources to hold this spot. We expect respect and courtesy if an appointment needs to be canceled or moved, whatever the reason may be.

So, if a patient needs to cancel their appointment, the patient is responsible for canceling or rescheduling no less than 24 hours before the scheduled appointment.

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Late / No-Shows

If a patient is more than 10 minutes late to their appointment, the appointment may be canceled and need to be rescheduled (we will check with the doctor or push back the exam to another appointment spot if available). A cancellation is considered late when the appointment is canceled less than 24 hours before the appointed time. A no-show is when a patient misses an appointment without canceling.

In the case of a late cancellation or no-show, we will charge the patient a $50 missed appointment fee due to the time and resources spent holding the spot for them.

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Steps We Take

To assist the patient in keeping appointments, the patient will be told about our late/no-show policy when first booking the appointment. This is then documented in the patient’s appointment notes in REV (our electronic health record or EHR system).

Our texting app, Weave, will confirm with our patients via text message 7 days before their appointment. If not confirmed with the 7-day text, Weave will reach out 3 days prior, and again 24 hours before. Weave will also give a courtesy reminder for the appointment 2 hours before the set appointment.

If the appointment is not confirmed via Weave, we will initiate a reminder telephone call 24 hours before the patient’s scheduled appointment to confirm it. If we leave a voicemail during the reminder call, we ask the patient to call back so we can confirm the appointment and remind them of our no show/ late cancellation policy. All reminder calls are documented in the patient’s appointment notes in REV.

No-Show/Late Policy

Late / No-Shows

Steps We Take

Plymouth

Otsego

City Center

Plymouth

Otsego