Life happens. Kids get sick, work runs late, plans change. If you can’t make your appointment, that is completely fine. All we ask is that you let us know at least 2 hours beforehand so we can offer your spot to another patient who needs it.
How to Cancel or Reschedule
What Counts as a Late Cancellation?
| Situation | Outcome |
|---|---|
| Cancelled more than 2 hours before your appointment | No charge |
| Rescheduled more than 2 hours before your appointment | No charge |
| Cancelled within 2 hours of your appointment | $80 fee* |
| Did not attend without notice | $80 fee* |
| Psychology appointment cancelled within 12 hours | $85 deposit forfeited |
| ADHD Assessment cancelled within 24 hours | Deposit forfeited |
*Some doctors set their own cancellation fees at their discretion. Ask reception what applies to your booking.
Some appointments have their own cancellation policies.
Psychology appointments with Steven Kose require an $85 deposit at the time of booking. If the appointment is cancelled within 12 hours, the deposit is forfeited. Cancel or reschedule earlier than that and your deposit carries over to your new appointment.
ADHD assessments hold significant time with your GP, so a deposit is required at booking. If the appointment is cancelled within 24 hours, the deposit is forfeited. Cancel or reschedule earlier than 24 hours and your deposit carries over, no problem.
Why We Have This Policy
Our doctors’ appointment books fill up fast, and every no show is a slot that another patient, often someone unwell who needed to be seen that day, could have used. When you cancel with a bit of notice, that appointment goes straight back into the pool for someone else.
The fee is not about punishing anyone. It simply reflects that our doctors are independent practitioners whose time was held and unused. The good news is it is entirely avoidable: a quick tap in HotDoc or a 30 second phone call is all it takes.
We send SMS appointment reminders before your appointment, so you will always get a nudge. If your contact details have changed recently, let reception know so the reminders reach you.
Frequently Asked Questions
What if I have a genuine emergency?
We understand emergencies happen. If something serious prevented you from attending or cancelling in time, call reception on (07) 5612 7830 and talk to us. Fees for genuine emergencies are reviewed on a case by case basis at the doctor’s discretion.
Can I reschedule instead of cancelling?
Absolutely, and we would rather you did. Rescheduling more than 2 hours before your appointment costs nothing. You can move your booking through HotDoc or by calling reception.
Is the fee covered by Medicare?
No. Cancellation and no show fees are not medical services, so no Medicare rebate applies. The fee is payable in full before your next appointment.
Do all doctors charge the same cancellation fee?
Not always. Our doctors are independent practitioners and some set their own cancellation fees, particularly for longer appointment types like procedures, medicals and assessments. If you are unsure what applies to your booking, ask reception when you book.
Why do psychology and ADHD appointments need a deposit?
These are long appointments that hold significant time in the practitioner’s day, and a late cancellation means that time usually cannot be offered to anyone else. The deposit simply secures your booking. As long as you cancel or reschedule outside the cutoff, 12 hours for psychology and 24 hours for ADHD assessments, your deposit carries over to your new appointment.
I never got a reminder. Do I still have to pay?
Reminders are a courtesy and most patients receive them by SMS, but the appointment remains your responsibility. If your mobile number has changed, update it with reception so future reminders reach you. If you believe something went wrong on our end, call us and we will look into it.
Need to cancel or move an appointment?
Cancel in seconds through the HotDoc app or your confirmation email, or call our reception team. Open 7 days at Australia Fair Metro, ground floor, 58 Scarborough St, Southport.