Policies and Procedures
At Tell Me More Speech Pathology, we understand that life happens, and sometimes appointments need to be rescheduled. However, consistent attendance is key to achieving therapy goals and ensuring meaningful progress is made.
To provide fair access to therapy and maintain an organised schedule for all clients, we have the following policies in place for telehealth and mobile sessions. These policies help us:
- Ensure appointment availability for all clients, including those on waitlists.
- Allow our therapists to plan and prepare for each session effectively.
- Minimise disruptions to the therapy process.
- Respect the time of both clients and clinicians, ensuring services run smoothly.
Cancellation & No-Show Policy
Cancellation & No-Show Policy
Cancellation & No-Show Policy
- 48-hour notice is required for all cancellations and reschedules.
- Cancellations made within 48 hours of the scheduled appointment time will be charged 100% of the session fee.
- No-shows will be charged 100% of the session fee.
- Extenuating circumstances (such as medical emergencies or unavoidable events) will be considered on a case-by-case basis and at the discretion of the business.
Rescheduling & Flexibility
Cancellation & No-Show Policy
Cancellation & No-Show Policy
We encourage clients to contact us as early as possible if they need to cancel or reschedule.
- At the discretion of the business, cancellation fees may be waived if the appointment can be rescheduled within the same week, pending therapist availability and the notice provided.
- If you are unsure about a cancellation or need to discuss options, please reach out as soon as possible.
Need to reschedule? Contact Us as soon as possible.
Telehealth Appointments
Mobile Appointments (Face-to-Face)
Mobile Appointments (Face-to-Face)
Late Attendance & No-Shows
The therapist will log in at the scheduled appointment time. If the client has not joined the session within 10 minutes, the therapist will send a SMS and email via the booking system to check in and re-send the Zoom link if needed. The therapist will remain in the meeting until the scheduled end time. If the client does not attend, the 100% session fee will still apply.
Extended Appointment for Late Arrivals
If a client joins a telehealth session late, there are two options:
1. Extending the session (if the therapist is available after the scheduled time, and if this is preferred by the client).The full 50-minute session may be completed starting from the time the client joins the meeting, but additional charges will apply for the extra time beyond the originally scheduled session.
2. Finishing at the scheduled end time (if the therapist is not available to extend the session). The session will end at the originally scheduled time, and 100% of the original session fee will apply.
Mobile Appointments (Face-to-Face)
Mobile Appointments (Face-to-Face)
Mobile Appointments (Face-to-Face)
Cancellations & No-Shows
Missed Appointments: If the therapist travels to the appointment location and the client is not there, 100% of the session fee + travel time will be charged.
Late Cancellations: If an appointment is cancelled within 48 hours but before travel has commenced, 100% of the session fee will be charged, but travel fees will not apply.
Cancellations Outside of 48 Hours: Appointments cancelled with more than 48 hours' notice will not be charged.
Why Travel Fees Apply for No-Shows
When the therapist has already committed travel time to an appointment, the associated fees account for the time spent traveling to and from the location, the inability to reallocate that appointment slot to another client, and the disruption to the therapist’s schedule for the day. These factors ensure fairness in managing appointments and maintaining availability for all clients.
Client & Caregiver Responsibility for Cancellations & Scheduling Changes
Clients and/or caregivers are responsible for ensuring that any cancellations or reschedules are communicated directly to Tell Me More Speech Pathology.
If appointments take place at alternate locations (e.g., school, daycare, disability support programs, or other external settings), it remains the responsibility of the client or family to inform us of any changes.
- Schools, daycares, and disability support programs are not responsible for notifying us of cancellations.
For telehealth appointments conducted at schools, daycares, or disability support programs, it is the client and/or family’s responsibility to ensure that:
- The school/program has received the Zoom link in time for the session.
Cancellations by Tell Me More Speech Pathology
While we make every effort to keep appointments as scheduled, there may be occasions where we need to cancel or reschedule a session due to unforeseen circumstances, such as:
- Therapist illness or emergencies.
- Travel disruptions affecting mobile sessions.
- Unavoidable scheduling conflicts.
If Tell Me More Speech Pathology needs to cancel a session, we will:
- Notify you as soon as possible.
- Offer rescheduling options where possible.
- Ensure that no cancellation fees apply for sessions cancelled by us.
We understand the importance of consistent therapy and will always aim to minimise disruptions while working with you to find a suitable alternative.