Practice management
Cancellation policy
A cancellation policy is the written rule that tells patients how much notice to give before changing an appointment and what happens if they do not.
The ADA's guidance on patient cancellations says most practices have a very specific cancellation policy, which is especially helpful for patients who are prone to cancelling appointments. It also advises designating a team member to speak with patients who habitually cancel. Policies differ in notice period and in consequences, and some practices charge a fee. An ADA resource on missed appointments notes that Medicaid beneficiaries are excluded from such charges under federal rules, so the policy must match the payers a practice serves. Owners should have an attorney review any fee language. The policy supports a lower no-show rate.