Appointment Cancellation, Missed Appointment and Late Arrival Policy

 We value our patients and are committed to ensuring the best possible care. Your appointment time is reserved just for you. A late cancellation or missed appointment leaves an unpaid gap in the therapist’s day that could have been filled by another patient.

1. Late Cancellations & Missed Appointments

We require at least 48 hours of notice for cancellations or changes to your scheduled appointment.

How 48 Hours of Notice Works

To cancel or reschedule an appointment, please call our reception service at (613) 291-2956 between 8:30 a.m. and 5:00 p.m., Monday to Friday. Please note that we do not accept cancellations by email and our clinic is closed on weekends.

For greater clarity, Monday appointments must be cancelled by Noon on Thursday to avoid the late cancellation fee and Tuesday appointments must be cancelled by Noon on Friday to avoid the late cancellation fee.

Late Cancellation and Missed Appointment Fees

Patients who provide less than 48 hours of notice as outlined in this policy will be billed a cancellation fee equivalent to half the appointment fee.

Patients who miss their appointment will be billed a cancellation fee equivalent to the full appointment fee.

Exceptions

Exceptions to this policy include sudden illness, family emergencies such as car accidents or bereavement, and severe weather conditions such as ice storms and severe snowstorms. Please note that we do not make exceptions for work-related issues.

Telehealth Appointments

Please note that you can change your appointment to a telehealth appointment at any time in order to avoid the late cancellation fee by calling (613) 291-2956. Telehealth appointments can be arranged through video or telephone in the event of a work conflict, childcare or transportation challenges, severe weather, etc.

Payment

Our administrative staff will follow up with you to make arrangements for payment of the late cancellation or missed appointment fee. Payments can be made by sending an e-transfer to admin@core-connections.ca the same day as the scheduled appointment.

1. Late Arrival

If you are running late for your appointment, please call us to let us know. Your physiotherapist will not be able to extend the length of the appointment but will be able to provide treatment within the remaining appointment time available. Please note that the full appointment fee will apply.

Thank you for your understanding and cooperation.