Cancellation fee due to missed appointment

phingers

Hi all. Took son for podiatrist appointment 3 weeks ago after the appointment agreed to follow up appointment today. As son is now OK, meant to cancel appointment but due to work issues completely forgot. Just had a message on the answerphone stating that as the appointment was missed and the slot could have been filled, that I am to be charged the £35 appointment fee. Hands up, my fault but I am just wondering how they can enforce this? They have my credit card details form last time so can they just take the money? TIA

jacques_chirac

They can take you to small claims if you do not choose to pay. You booked an appointment slot, they have lost money because you failed to turn up or cancel. Surely you do not expect them to be out of pocket?

McKneff

Dentists used to do this but they are not allowed to now.

Is this private or NHS.

To be honest, I think this should be brought in across the board on the NHS, the amount of money that is lost in non attendance is horrific.

Not to the extent of £35 but even a tenner might just jog peoples memories to either attend or cancel.

mije1983

They may be able to charge your card for it depending on the conditions of the appointment that you agreed to. Sort of in the same way a hotel will take your card details in case anything has to be charged.

And to add, I agree with McKneff about it being a charge across the board. Just a telephone call is all it takes to cancel, and a lot of doctors surgeries now also allow you to make and cancel appointments online so it's even easier.

McKneff

The good thing is that a lot of surgeries, dentists etc are taking mobile numbers and you get an automated text to remind you. Brilliant idea but it can fall down.

I made an appointment yesterday with the docs for 3 weeks time.
I got a text on my phone before I got home, saying ' you have an appointment at 1pm on xxx date. lol. I will have to wait till nearer the time tosee if I get one then too.

phingers

jacques_chirac wrote: »

They can take you to small claims if you do not choose to pay. You booked an appointment slot, they have lost money because you failed to turn up or cancel. Surely you do not expect them to be out of pocket?

Of course not M.Chirac and it was entirely my fault.

The niggle is that they have had over £500 from us across 3 family members and numerous appointments in the last year or so. Doubtless they would have gained a similar amount over the next year or so (we have very wide, problematic and awkward feet in our family), but this one mistake on my part and rigid sticking to the rules on their part means I will probably go to their main competitor in the future. Am I rather bitter about this? Yes. Are they slightly short-sighted in enforcing this? Yes.

But I shall pay the forfeit and they will lose 3 customers.

C'est la vie.

jacques_chirac

phingers wrote: »

Of course not M.Chirac and it was entirely my fault.

The niggle is that they have had over £500 from us across 3 family members and numerous appointments in the last year or so. Doubtless they would have gained a similar amount over the next year or so (we have very wide, problematic and awkward feet in our family), but this one mistake on my part and rigid sticking to the rules on their part means I will probably go to their main competitor in the future. Am I rather bitter about this? Yes. Are they slightly short-sighted in enforcing this? Yes.

But I shall pay the forfeit and they will lose 3 customers.

C'est la vie.

They would have had £500 from other clients had they not had it from you.

What is really short sighted is to leave a good and reliable clinician because of your own mistake.

Annabee

I would think it depends whether or not you agreed to this before booking the appointment? ie what sort of contract was between you and the clinic? Any 'terms and conditions'? If there was no previous mention of charging for missed appointments, then I don't see how they could enforce this. And if they tried to charge your credit card, then you could probably get the bank to do a charge-back.

Check if you have any paperwork from them, check on their website, before agreeing to pay.

Takeaway_Addict

phingers wrote: »

Of course not M.Chirac and it was entirely my fault.

The niggle is that they have had over £500 from us across 3 family members and numerous appointments in the last year or so. Doubtless they would have gained a similar amount over the next year or so (we have very wide, problematic and awkward feet in our family), but this one mistake on my part and rigid sticking to the rules on their part means I will probably go to their main competitor in the future. Am I rather bitter about this? Yes. Are they slightly short-sighted in enforcing this? Yes.

But I shall pay the forfeit and they will lose 3 customers.

C'est la vie.

Have you actually asked them to waive this as a one off?

earthstorm

Annabee wrote: »

I would think it depends whether or not you agreed to this before booking the appointment?

Not really, it depends on what you were told when you first signed up with the surgery, as when you signed up even if it was 20 years ago and you have a copy of their terms and charges which mentioned this charge or even it they have price lists displayed in the surgery explaining the charges, then you have been informed.

but then you have to look at this. you made and appointment and never showed up, but the podiatrist turned up and may of had a nurse and they just sat twiddling their thumbs waiting for you. they still want paying for their time.

arcon5

phingers wrote: »

Of course not M.Chirac and it was entirely my fault.

The niggle is that they have had over £500 from us across 3 family members and numerous appointments in the last year or so. Doubtless they would have gained a similar amount over the next year or so (we have very wide, problematic and awkward feet in our family), but this one mistake on my part and rigid sticking to the rules on their part means I will probably go to their main competitor in the future. Am I rather bitter about this? Yes. Are they slightly short-sighted in enforcing this? Yes.

But I shall pay the forfeit and they will lose 3 customers.

C'est la vie.

I bet they are left with a bitter taste in their mouths also, when they spend an hour or however long twiddling thumbs and drinking tea because people haven't turned up.