NEW - CANCELLATION POLICY
On 10 January 2024 we will be implementing a Cancellation Policy for our Services (Oxygen Therapy and Physiotherapy/acupuncture). Full details of the policy are below.
MS THERAPY CENTRE CANCELLATION POLICY
Implemented 10 January 2024
Background
In order to ensure the capacity of the Centre’s services is maximised and other members are not unduly inconvenienced, the MS Therapy Tayside Centre operates a cancellation policy.
Cancellation/ No show Policies for Therapies and Services.
We fully understand that there will be times that appointments need to be cancelled due to last minute ill health concerns or in an emergency. MS Therapy Centre asks its Members to please inform the administration staff as soon as they know that they are unable to make an appointment so that the appointment can be opened up to other Members. In addition, late cancellations and non-attendance means that valuable appointments are not filled, and that charitable income is lost.
The Centre appreciates that it is not always possible to give advance warning, but it would urge Members to ensure that a minimum 24 hours’ notice or more is given if the reason does not fit in to this category.
Oxygen chamber sessions
If an appointment is not cancelled at least 24 hours in advance you will be charged £5.00 for the appointment you have missed. It is appreciated that on the odd occasion not being able to let us know at short notice is unavoidable, in such circumstances the cancellation charge may be waived at the discretion of the centre manager.
The following staff members can process a cancellation: Centre Manager, Centre Administrator, Chamber Operators.
To cancel your booking please call: 01382 566283.
(DO NOT CONTACT STAFF DIRECTLY BY TEXT)
Physiotherapy
Again, we fully understand that ill health or an emergency can happen. For appointments with our physiotherapist, this is slightly different as a cancellation for this service means that if there is a cancellation within 24 hours of a treatment, the appointment time is unlikely to be filled at all. For this reason, the charge of £10 will be made for cancellations within a 24-hour period.
Definitions:
Standard Cancellation
A standard cancellation is an appointment / session that is cancelled more than 24 hours in advance.
This type of cancellation can often be filled and there is no charge.
Last minute Cancellation
A last-minute cancellation is an appointment / session that is cancelled less than 24 hours in advance.
This type of cancellation has a reduced chance of being filled but on occasion it can happen.
No Shows
A no show is when someone does not turn up to their appointment / session and has not informed the Centre about this. The Centre would ask that you please inform them every time you can’t make an appointment / session.
A no show does not allow for the space to be filled.
Late Shows
Our Members are our priority, and we want to ensure that we provide a quality service to as many members as possible. We request that members arrive for sessions or appointments promptly. If Members cannot attend on time, it would be appreciated that we are notified of a late arrival as soon as Members are aware that they are going to be late by calling 01382 566283.
Where, in exceptional circumstances, that we have to cancel an Oxygen chamber session, or physiotherapy appointment, there will be NO charge to you.
Process for Cancellation Charge
Where it has been identified that there is a charge due for a cancellation, staff will raise an invoice showing the amount due. This will be sent to you by email and generated via the booking system (paper copy for those with no email). There will be a note included showing the date of the session/appointment that the invoice is charged against.
Payment can be made by card at the MS Centre on your next visit or made via telephone. On payment of the invoice, staff will update the booking system that the invoice has been paid.
We thank you for your cooperation with this matter.
November 2023
For Revision November 2024