Policy

As a courtesy, you may receive both an email confirmation at the time of booking and an SMS reminder 48 – 72 Hours in advance, depending on the scheduled service that has been booked in. However, we encourage clients to be proactive with their diaries and be aware of any upcoming appointments outside of receiving Hiya Health’s reminders in case of reminder software failure.

If you need to cancel or change an appointment, we require the following cancellation notice periods relative to your appointment that has been booked. As our services are in very high demand, this ensures that the clinician can manage their diary effectively and that the appointment can be offered to other clients waiting for our services. The full fee (100%) attributed to the booking will be invoiced – irrespective of the reason why.

Cancellation Notice Periods for our Services:

Physiotherapy Services

24 Hours (or 1 Business Day). Please note that cancellations for scheduled Monday appointments must be advised of by the prior Friday during Business Hours.

Exercise Physiology Services

24 Hours (or 1 Business Day). Please note that cancellations for scheduled Monday appointments must be advised of by the prior Friday during Business Hours.

Dietetic Services

24 Hours (or 1 Business Day). Please note that cancellations for scheduled Monday appointments must be advised of by the prior Friday during Business Hours.

Occupational Therapy Services

48 Hours (or 2 Business Days). Please note that cancellations for scheduled Monday appointments must be advised of by the prior Thursday during Business Hours.

All Home Visit Appointments

48 Hours (or 2 Business Days). Please note that cancellations for scheduled Monday appointments must be advised of by the prior Thursday during Business Hours.

School Holidays / Therapy Break or Away Notice

7 Business Days Notice is required. Any subsequent appointments that have been scheduled that fall within this 7 business day period will be invoiced. As a courtesy to the Practitioner, and in awareness that multiple consecutive appointments will most likely need to be cancelled in these periods, please provide as much advance notice as possible in order to facilitate diary management for the Practitioner. Please be aware that whilst you are away or on short therapy breaks, Hiya Health cannot offer that recurring subsequent time slot to other clients who require our services, and this therefore limits what is able to be scheduled within these time slots, and can cause significant loss of income to the clinician.

Why do we charge a non-attendance fee?

We understand that unexpected things happen and sometimes you can’t make it to your scheduled appointment. Our services are in constant high demand and our clinicians are paid for time spent directly with clients. When a session is cancelled with short-notice or not-attended, it creates a gap in the clinician’s diary that is unable to be offered to another client who is waiting for our services and results in loss of income for the clinician.

Much like booking and paying for a seat on an airplane or buying a ticket to a show, that space is held for you, whether you arrive or not. Similarly, space in a clinician’s diary is held for you/your child when an appointment is booked, the clinician has prepared for your session and is often unable to offer that space to someone else if you don’t arrive.

A late-cancellation fee/non-attendance fee compensates the clinician for the appointment time and time spent preparing for the session, along with the administrative and running costs that are covered, in part, by session fees.

Hiya Health works in alignment with all current NDIS Short Notice Cancellation policies and Pricing Guidelines.

Cancellation Notice must be given within business hours preferably via email, phone call or voicemail. All Contact Details are listed below.

Hiya Health reception is available during business days Mon – Fri, 8am – 5pm, excluding public holidays. Please note that cancellations or rescheduling of Monday appointments must be made within business hours on the Thursday/Friday to avoid the cancellation fee. This fee will be charged to your credit card/debit card held on file (if Self-Managed) on the day of the non-attended appointment or at the time of cancellation if less than the advised notice period has not been observed.

Any appointments that have been booked in advance may be cancelled until the account is settled or a payment plan has been negotiated.

Subsequent appointments may not be booked if three consecutive appointments have already been missed.

Occupational Therapy – Cancellation and Attendance Policy

As Occupational Therapy Services are in very high demand, Hiya Health has a strict 48 Hour Cancellation and 80% attendance policy to minimise disruption to our Practitioners diaries as much as possible. All Occupational Therapy services that are cancelled within 48 hours (or with less than 2 business day’s notice) will be invoiced – irrespective of the reason why. The NDIS understands that short notice cancellations are sometimes unavoidable – and as such, you are still able to claim for these short notice cancellations. Acceptance of our Cancellation Policy is mandatory for ongoing attendance with Hiya Health Practitioners.

Your attendance frequencies will be calculated at the end of each school term and if the attendance rate is lower than 80%, the Hiya Health Customer Experience team and/or the Practitioner will be reaching out to you to confirm if the booked timeslot is suitable to continue, needs to be rescheduled to another time/day or whether services need to be put on hold or ceased all together.

What the NDIS Advises for Short Notice Cancellations:

Where a provider has a Short Notice Cancellation (or no show), they are able to claim 100% of the agreed fee associated with the activity from the participant’s plan, subject to the NDIS Pricing Arrangements and Price Limits and the terms of the service agreement with the participant.

A cancellation is a short notice cancellation if the participant:

• Does not show up for a scheduled support within a reasonable time, or is not present at the agreed place and within a reasonable time when the provider is travelling to deliver the support; or
• Has given less than seven (7) clear days’ notice for a support.

PLEASE DO NOT ATTEND YOUR HIYA HEALTH APPOINTMENT IF YOU OR YOUR CHILD ARE UNWELL

If you and/or your child presents with ONE OR MORE of the following symptoms:

1. Fever
2. Runny Nose
3. Persistent coughing
4. Sneezing
5. Sore throat
6. Vomiting/Diarrhoea symptoms

Please DO NOT attend the appointment in person but instead contact Hiya Health via the contact details below to arrange a Telehealth session if applicable to the service type (a minimum of 2 hours’ notice where possible is required for appointment conversions to Telehealth) or to cancel the appointment (please note that cancellation fees may still apply for short notice cancellations)

If you attend in person and the clinician feels that you and/or your child are unwell, the session can be cancelled at any time by the clinician.

Please note that fees may be applicable if the appointment needs to be cancelled due to you and/or your child arriving or attending the session with any of the above symptoms.

Thank you for your ongoing support as we work together to stay well!

Clinic Contact Details:

Beenleigh – 07 2802 1754

Burleigh – 07 3159 2613

Caboolture – 07 5407 0445

Cleveland – 07 3038 1244

Ipswich – 07 3492 9216

Labrador – 07 5649 5670

Paddington – 07 3506 0159

Sunnybank -07 3532 8662

Redcliffe – 07 3453 1895

reception@hiya.health

Direct Reply SMS to: 0481 611 660