When you come to Focal Point, we look at you as individual and create your treatment plan based on your evaluation. Our treatment is in very high demand, and we will do our best to schedule you at your best times. Often, we look to schedule several visits ahead so that we can meet your needs, but understand that for your first couple of visits we may not be able to give you the exact day or time that you want.
Cancellation Policy: (Updated May 25, 2018)
We understand that life sometimes interferes with your treatment plan, and we will do our best to work with you when conflicts occur. At Focal Point, we have a $35.00 charge if you cancel within 48-hours of your appointment. We say 48-hours, because it gives our therapists time to plan for changes in schedule, and gives our front office staff time to contact patients who may want to get in. Let’s be clear, life happens. Work schedules change, cars break down, and of course, you and your kids get sick. We understand these issues all too well, and we do our best to accommodate our clients and their changing lives. We also have a business to run, and you have healing to do; so let’s go further into our cancellation philosophy.
There are 2 major reasons for our cancellation policy. First, a lot of people trying to get in to see our therapists. If you have an appointment at Focal Point, that is often a space that someone else wants as well. If we get a call canceling an appointment the night before, there is very little we can do to get in touch with the people to get them in for an appointment. Think of the 48-hours as a full business day. A full business day allows us to reschedule people in to the vacant slot, so they can get in for therapy. Also, if you have an appointment on Monday afternoon, and you call on Saturday morning, that is not a 48-hour notice. We do our best to accommodate all our clients’ work schedules, but for the sake of our sanity, we try not to work weekends if we can help it. We do appreciate the calls to let us know that you can’t make it, but depending on the circumstances, we may have to charge the cancellation fee.
The second reason for our cancellation policy is about you. We are committed to improving your health through Physical Therapy. Our motto is: “Feel. Better.” However, we cannot do it without you. Physical Therapy can often be a taxing experience. It even comes with homework. The more you commit to yourself to the process early on, the faster you will recover. This does not mean our therapists will heal you overnight. It does mean that if your therapist believes your treatment plan should be 2x’s a week to start, and you schedule 1 time per week, and then cancel the second appointment, you most likely will be slower to heal, and you will encounter more frustration and less healing.
As for the most common reason that we get cancellations, illness, we do not have an iron clad rule. We do, however, have a guideline. We use the school/daycare rule. Many of our clients have children, and understand this rule very well. Basically, if you have a moderate to high fever, or a stomach flu, we really would prefer you NOT come in. These can spread like wildfire in a small clinic, and we do not want other patients, OR our therapists getting this kind of illness. However, if you have a cough, a runny nose, or other cold-like symptoms, you could probably come in. We keep large supplies of tissues in house, and during the winter especially, everyone has some form of this cold or another.
As mentioned above, Focal Point Physical Therapy’s motto is “Feel. Better.” It is our goal for every one of our clients. We want you to have the best experience possible. We are committed to helping your healing process. For your best health outcome, make the commitment to yourself, and join us at Focal Point.