Resources

Emergency Action Plan

 

Not sure what to do in an emergency? Download our map with important contact info for all Urgent and Emergency care facilities in your area.

 

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Cancellation/No Show Policy

 

Please download the form below to learn more about the cancellation and no-show policy effective October 2, 2017.

 

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Why the change from 2 hours to 24 hours?

Like you, Partners value their time with our providers. Increasing the cancellation window from 2 to 24 hours provides the clinic more time to fill any unused appointments so that more partners have the opportunity to visit the clinic.

What is considered a no show?

Partners who do not show up for an appointment (no show) without at least a 24 hour notice before the scheduled appointment time, will be considered a No Show and will be charged the following fee schedule within a rolling 12-month period.

 

  • 1st No Show: $30 fee per visit
  • 2nd No Show: $30 fee per visit
  • 3rd No Show and thereafter: $50 fee per visit

 

If I cancel within 24 hours, will I still be charged?

Partners who cancel an appointment by calling, text, or through the portal within 24 hours of the scheduled appointment time, will be considered a Cancellation and will be charged the following fee schedule within a rolling 12-month period.

 

  • 1st Cancellation: Review of Policy
  • 2nd Cancellation:  $30 fee per visit
  • 3rd Cancellation and thereafter: $50 fee per visit

 

How can I cancel when the clinic is closed?

You can cancel and reschedule your appointment by calling 210-504-1000 and taking with the host or through the patient portal or app. You can also sign up for text message reminders, which has a feature that allows you to cancel your appointment. Please note, the text reminder is sent to your mobile number within the 24 hour cancellation window and if you choose to cancel in response to this reminder, you will be considered a cancellation and the charge fee schedule will be applied.

I had a family emergency, will I still be charged?

Emergency situations can be discussed with the Practice Manager. Please call the clinic to discuss your personal situation with the Practice Manager.

The provider had to cancel my appointment will I still be penalized?

No, if the appointment was cancelled by the provider you will not be penalized.

I paid my no show/cancellation fee, will I gain access to book on portal?

Fees do not affect your ability to book on the patient portal.  In addition to the fees, patients who miss 2 or more appointments will not be able to book appointments via the patient portal. Each no show/cancellation will fall off at the 12-month anniversary of when the no show/cancellation occurred (rolling calendar). Patients will regain access to schedule online when they have 1 or less no shows/cancellations.  If you need to make an appointment, please call us at 210-504-1000.

Is being late the same as no showing?

We understand that emergencies happen, which is why we give all patients a 10 minute grace period. If you are late, we will determine with the Provider if there is still enough time to see you and address your medical needs. However, if there is not enough time, in order to be considerate of other patients scheduled appointment time, you will be asked to reschedule and considered a cancellation.

If a partner has two appointments in one day, are there two fees?

Yes, the no show policy applies to any and all scheduled appointments including but not limited to: primary care, physical therapy, chiropractic visits, nurse visits, health coaching, fitness coaching, and behavioral health appointments.