NDIS and Health Provider Booking and Cancellation Policy

Dreaded ‘failures to attend’, ‘did not shows’, and late cancellations squeeze provider profit margins, make it harder for NDIS and health providers to pay bills on time, waste worker time, which could otherwise be spent helping clients and potential clients (including waitlisted clients) and – worst of all – can undermine the trust between you and your client: trust that is so essential for you to provide first-rate, quality care.

In its 2020/21 Pricing Guide, the NDIA has recognised the problem and has changed its rules on cancellations. In its explanation to participants, which can be accessed in full here, it explains:

“From 1 July 2020, you will be charged 100 per cent of the agreed support price if you do not attend your service or cancel a service at short notice.

The NDIA temporarily increased the cancellation rate from 90 per cent to 100 per cent in response to the COVID-19 pandemic. This change will be permanent from 1 July 2020.

From 1 July 2020, the definition of short notice cancellations returns to two business days for most supports.

How does it affect me?

Cancellation charges of 100 per cent will apply if you do not attend your service or support booking, or if you cancel at short notice.

Short notice cancellations are up to 10 business days due to the COVID-19 pandemic until 30 June 2020. From 1 July 2020, two business days’ notice is required.”

To manage and reduce FTAs, you need a properly drafted policy – not a wishy-washy statement of intent – but an agreement that clearly explains your clients’ legal responsibilities when they book appointments with you.

Our 6-page NDIS and Health Provider Booking and Cancellation Policy explains to clients why it is so important that they attend appointments on time, and why late cancellations are a problem. It also sets out what happens if a client doesn’t show up, cancels at short notice, turns up late, or behaves in an unacceptable or dangerous way. The Policy also sets out what happens if a client needs to cancel an appointment at short notice (aligned with the NDIA 2-business day principle).

Our NDIS and Health Provider Booking and Cancellation Policy is designed to be used with our initial booking email confirmation template, our Privacy Policy template, our Code of Conduct template. For NDIS Providers, it is designed to sit with your Service Agreement.