A no-show policy template for physio and chiro clinics
A short policy, written kindly, plus a plan to roll it out. Edit every [bracket] to suit your clinic.
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Before you use it
Rules differ. Your regulator, your province or state, and your insurers or payers may limit or shape what you can charge or require. Check them first. This is a template, not legal advice. Have it read by someone who knows your rules.
Related guide: Physical therapy no show policy
The template
Our appointment policy
We hold your appointment time just for you. When you can’t make it, we’d like the chance to offer that time to someone else.
Notice. Please give us at least [24] hours’ notice if you need to change or cancel. You can do it by [replying to your reminder text / clicking the link in your email / calling [phone]].
Late cancellation. A cancellation with less than [24] hours’ notice is a late cancellation.
Missed appointment. If you don’t arrive and we haven’t heard from you, it is counted as a missed appointment.
What happens. [Choose one and delete the others:]
- Option A, warm: The first time, we’ll simply check in. After that, we may.
- Option B, fee: A [late cancellation / missed appointment] may be charged at [fee or percentage of the visit]. [State whether this can be billed to insurance. Many insurers won’t pay it. Check.]
- Option C, reminder only: We don’t charge, but repeated missed visits may mean we ask you to rebook once you’re ready.
Exceptions. Illness, emergencies and unexpected events happen. Tell us and we’ll use our judgment. Your first late cancellation will [be waived].
New patients. If you miss your first visit, we’ll [contact you once to rebook].
Why we have this policy. [One sentence in your own voice: for example, other patients are often waiting for an opening.]
Questions? Call [phone] or email [email].
Where to put it
- A short version on your online booking confirmation.
- A line in every reminder: “Need to change? You can do it here until [time]: [link].”
- A page on your website, linked from your booking page and footer.
- On the intake form, with a tick box if your rules allow.
- On the wall or a card at reception.
Rolling it out, step by step
- Check your rules. Regulator, payer and insurer. Write down what applies. [Date checked: ______]
- Decide your goal. Fewer no-shows, not more fees. Choose Option A, B or C.
- Match your software. Set the cancellation window in your booking system to the same number of hours.
- Write the short version. One or two lines for reminders and confirmations.
- Brief your team. Practise the wording. Agree when staff may waive. Staff should be able to say it kindly.
- Tell existing patients. A short email or note at their next visit. Allow a notice period before it applies, such as [two weeks].
- Apply it fairly. Same rules for everyone. Record each waiver and the reason.
- Review in [three] months. How many no-shows before and after? What do patients say?
Not sure where your clinic stands? We’ll look at it the way a new patient does and send a short written report. No pitch.
Staff wording
When a patient cancels late:
“Thanks for letting us know. I’m sorry you can’t make it. Our policy asks for [24] hours’ notice, so [this one will / won’t] be [waived]. Shall we find another time?”
When a patient misses a visit:
“We missed you today and wanted to check you’re okay. Can I help you rebook?”
When a patient pushes back:
“I understand. The policy is there so we can offer the time to someone else. I’m happy to ask [Manager] about your situation.”