Please download the form below to learn more about the cancellation and no-show policy effective October 2, 2017.
Like you, Partners value their time with our providers. Increasing the cancellation window from 2 to 24 hours provides the clinic more time to fill any unused appointments so that more partners have the opportunity to visit the clinic.
Partners who do not show up for an appointment (no show) without at least a 24 hour notice before the scheduled appointment time, will be considered a No Show and will be charged the following fee schedule within a rolling 12-month period.
Partners who cancel an appointment by calling, text, or through the portal within 24 hours of the scheduled appointment time, will be considered a Cancellation and will be charged the following fee schedule within a rolling 12-month period.
You can cancel and reschedule your appointment by calling 210-504-1000 and taking with the host or through the patient portal or app. You can also sign up for text message reminders, which has a feature that allows you to cancel your appointment. Please note, the text reminder is sent to your mobile number within the 24 hour cancellation window and if you choose to cancel in response to this reminder, you will be considered a cancellation and the charge fee schedule will be applied.
Emergency situations can be discussed with the Practice Manager. Please call the clinic to discuss your personal situation with the Practice Manager.
No, if the appointment was cancelled by the provider you will not be penalized.
Fees do not affect your ability to book on the patient portal. In addition to the fees, patients who miss 2 or more appointments will not be able to book appointments via the patient portal. Each no show/cancellation will fall off at the 12-month anniversary of when the no show/cancellation occurred (rolling calendar). Patients will regain access to schedule online when they have 1 or less no shows/cancellations. If you need to make an appointment, please call us at 210-504-1000.
We understand that emergencies happen, which is why we give all patients a 10 minute grace period. If you are late, we will determine with the Provider if there is still enough time to see you and address your medical needs. However, if there is not enough time, in order to be considerate of other patients scheduled appointment time, you will be asked to reschedule and considered a cancellation.
Yes, the no show policy applies to any and all scheduled appointments including but not limited to: primary care, physical therapy, chiropractic visits, nurse visits, health coaching, fitness coaching, and behavioral health appointments.