Giving early notice may help us offer your appointment to someone waiting for care.
Non-Attendance Policy
The PhysioWorks non-attendance policy helps us keep appointments fair and available. When you give us early notice that you cannot attend, we may be able to offer your appointment to someone on our waiting list or a person who needs care sooner.
We understand that plans can change. Please contact us as early as possible so we can help you reschedule and make the appointment available to another patient where possible.
You can review our contact options for clinic phone numbers and other ways to contact our team.
Early notice lets our team check the waiting list and may help someone receive care sooner.
Quick Answer
Please provide at least 24 hours’ notice for most PhysioWorks appointments. A fee may apply when an appointment is missed, cancelled late or cannot proceed because the patient arrives too late.
Different requirements may apply to NDIS and other funded appointments. These depend on the relevant funding rules and any terms agreed before treatment.
Why Do We Have a Non-Attendance Policy?
Every appointment reserves a clinician’s time for one patient. Giving adequate notice helps us offer cancelled appointments to other people who may be waiting for care.
In some cases, an available appointment may help someone with worsening symptoms, an urgent concern or a need for earlier treatment.
The policy also supports fair scheduling for patients, clinicians and clinic staff.
What Counts as a Late Cancellation or Non-Attendance?
A late cancellation or non-attendance may include:
- not attending a scheduled appointment
- cancelling or rescheduling without enough notice
- arriving too late for the appointment to proceed safely or effectively
How Much Cancellation Notice Should You Give?
For most private and standard appointments, please give at least 24 hours’ notice when cancelling or rescheduling.
Earlier notice gives us the best chance of offering the appointment to someone else. Funding schemes, service agreements or specific appointment types may have different requirements.
What Happens if You Cancel Late or Miss an Appointment?
A late cancellation or non-attendance fee may apply. Depending on the appointment type, notice provided and funding arrangement, this may be up to the full scheduled consultation fee.
Private health insurance and Medicare generally do not provide benefits for an appointment that did not occur. You may therefore need to pay any applicable cancellation fee yourself.
Early Notice Can Help Someone Else
When you contact us early, our team may be able to offer the released appointment to someone on the waiting list or a person who needs care sooner.
Fees Are Not Applied Automatically in Every Situation
We understand that sudden illness, emergencies and other unexpected events can occur. Please contact the clinic as soon as possible so our team can review the circumstances fairly.
What Is the NDIS Cancellation Policy?
For relevant NDIS-funded appointments, a cancellation may be treated as a short-notice cancellation when it occurs within two business days of the scheduled appointment.
A fee may only be charged where the cancellation meets the current NDIS claiming requirements and the cancellation terms have been agreed with the participant. The relevant service agreement and current NDIS pricing guidance apply.
NDIS requirements can change. Where the current NDIS rules differ from information on this page or in an older agreement, the current rules take priority.
Do Other Funding Arrangements Have Different Rules?
They may. WorkCover, compulsory third-party insurance, Department of Veterans’ Affairs, Medicare, plan management and other third-party funding arrangements can have their own payment and cancellation requirements.
A funder may decline to pay a cancellation fee. Where this occurs, the patient may remain responsible for the fee if this was explained and agreed before the appointment.
Can an Exception Be Considered?
Yes. PhysioWorks may consider genuine emergencies, sudden illness and other significant unforeseen events. However, an exception is not guaranteed and will depend on the circumstances.
Contact the clinic promptly and provide any relevant information requested by our team.
What Happens if You Arrive Late?
Please contact the clinic if you expect to be late. Depending on the time remaining and the type of appointment, the clinician may:
- provide a shorter appointment
- adjust what can reasonably be completed
- reschedule the appointment
The scheduled fee may still apply when late arrival substantially reduces the available appointment time or prevents the appointment from proceeding.
How Can You Cancel or Reschedule?
Contact your PhysioWorks clinic by phone, SMS or email as soon as you know that you cannot attend. Please do not rely on a message sent to an unmonitored account or social media page.
Include your name, clinic, appointment date and appointment time so our team can identify the booking promptly.
What Should You Do Next?
If you need to change an appointment, contact the clinic as early as possible. Adequate notice is the best way to avoid a cancellation fee and may help another patient access care sooner.
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Non-Attendance Policy FAQs
Will I be charged if I miss my appointment?
A fee may apply if you miss your appointment or cancel without enough notice. Depending on the appointment and funding arrangement, this may be up to the full scheduled consultation fee.
How much notice do I need to give?
Please give at least 24 hours’ notice for most private and standard appointments. NDIS-funded and other third-party appointments may have different requirements.
Why should I give as much notice as possible?
Early notice gives our team more time to offer the appointment to someone on the waiting list or a person who needs care sooner.
What is the NDIS cancellation notice period?
A relevant NDIS-funded appointment may be considered a short-notice cancellation when it is cancelled within two business days. Any charge must comply with the current NDIS claiming requirements and the participant’s agreed cancellation terms.
Can a late cancellation fee be waived?
PhysioWorks may consider sudden illness, genuine emergencies and other significant unforeseen events. However, an exception is not guaranteed and depends on the circumstances.
What happens if I arrive late?
Your appointment may need to be shortened or rescheduled if there is not enough time to proceed safely or effectively. Depending on the circumstances, the scheduled fee may still apply.
How do I cancel or reschedule an appointment?
Contact your PhysioWorks clinic by phone, SMS or email as early as possible. Include your name, clinic, appointment date and appointment time so the team can identify your booking.
Why is a non-attendance policy necessary?
The policy protects appointment availability, recognises the clinician time reserved for each patient and helps us offer cancelled appointments to other people waiting for care.
