Introduction
- This document outlines the policies and procedures regarding appointments for patients at For-Psych.
- This policy aims to ensure efficient and effective appointment management, prioritise patient care, and minimise disruptions to service delivery.
Appointment Procedures
- Appointment Booking: Patients can book appointments through various methods, including online self-booking, or with assistance from administrative staff.
- Appointment Cancellation: Patients can cancel appointments by emailing info@forensicpsychologyuk.com. Please refer to the Appointment Cancellation Policy section below.
- Appointment Non-Attendance: Procedures are in place to address instances of patient non-attendance, including recording DNAs (Did Not Attend) and rescheduling appointments. Please refer to the Appointment Non-Attendance (DNA) Policy section below.
Patient Prioritisation & Waiting List Management
- Patients are prioritised based on clinical need, risk assessment, referral date and checklist completion date.
- Where demand outstrips capacity, the organisation implements waiting lists to support timely access to diagnostic services and prioritise patients accordingly.
Pre-Appointment Requirements
- Information Requests: Patients may be required to provide information such as risk assessments, identification verification, and pre-assessment forms before being able to schedule appointments.
- Pre-Assessment Checklist: Patients may be required to complete a pre-assessment checklist, including providing proof of identification, proof of address and completion of any pre-assessment forms to be eligible for booking an appointment.
Appointment Booking Process
- Booking Methods: Appointments can be booked through patient self-booking, or with assistance from administrative staff. Where applicable, automated reminders are sent to prompt the completion of pre-appointment checklists.
- Patients who are sent a ‘self-booking link’ will be required to book their own appointment from a list of consultants and their available appointments.
Appointment Review and Status
- Clinician Review: Clinicians review appointment requests and pre-appointment information and endeavour to do so within 48 hours of initial booking, with appointments marked as provisional until reviewed.
- Appointment Status Updates: Appointments are categorised as accepted, declined, or cancelled based on the clinician’s review, with notifications sent to patients accordingly.
- Declined appointments: Occasionally, a clinician will decline an appointment due to a conflict of interest or suitability in exceptional circumstances. The patient will be informed of any declined appointment and, in most cases, sent a new booking link to book with a different clinician.
Appointment Preparation
- Identification: Patients are to present valid identification during their first appointment to verify their identity.
- Technology Requirements: Patients require access to the internet and a device (e.g., computer, laptop, tablet or smartphone).
- For-Psych uses a number of platforms for video appointments. Patients will be informed what platform will be used after their appointment has been confirmed.
- Patients choosing to attend their video appointments via a laptop or computer can access the chosen platform using their internet browser.
- Service users choosing to attend their video appointments via a mobile phone or tablet may need to download the video platform app to their device.
Appointment Cancellation Policy
- Patient Cancellation: Instances of patient cancellations are recorded as cancellations.
- Full Refund (Up to 48 Hours Before Appointment): Clients who wish to cancel their appointment and request a refund may do so up to 48 hours before the scheduled appointment time. In such cases, a full refund of the appointment fee will be processed. A Full Refund does not include Booking Deposit.
- No Refund (Within 48 Hours of Appointment): Cancellations made within 48 hours of the scheduled appointment will not be eligible for a refund. In such cases, the appointment fee will not be refunded.
Booking Deposit – Non-refundable
- The booking deposit paid to secure your consultation is non-refundable under any circumstances. This deposit is essential for reserving your appointment slot and initiating the consultation process.
Appointment Non-Attendance (DNA) Policy
- Instances of patient non-attendance are recorded as a DNA (Did Not Attend) for the following reasons:
- A patient informs For-Psych that they will be unable to attend the appointment and the notification is received with less than 48 hours’ notice, including reasons such as sickness, an emergency or other extenuating circumstances.
- A patient is unable to confirm their identity by producing their photographic ID at the start of their appointment and they have not provided this in advance.
- A patient is attending their appointment, but the location is deemed unsuitable for a confidential discussion (e.g., a public space with lots of people traffic, etc.)
- A patient is having technical difficulties which have not been resolved when alternative platforms have been provided by the consultant.
- Clinician DNA: Clinician non-attendance results in appointment rescheduling without consequence to patients. The patient will be sent a new booking link automatically.
Refund Policy
- At For-Psych, we understand that circumstances may change, and you may need to cancel your appointment. We have established this refund policy to provide clarity on our cancellation and refund procedures.
Refund Process
- Request for Refund: To initiate a refund request, clients must contact For-Psych through our designated communication channels, such as email or phone, and provide details of the cancellation.
- Verification: Our team will verify the cancellation request and the timing of the cancellation.
- Refund Processing: If the cancellation is made more than 48 hours before the appointment, a refund will be processed promptly using the same payment method used for the original transaction.
Review of Refund Policy
- For-Psych reserves the right to review and modify this refund policy periodically. Any changes will be communicated to clients through our website or other means of communication.
- This refund policy is effective as of 05/08/2024 and applies to all appointments scheduled with For-Psych.
Appointment Notifications
- Booking Email: sent when a patient is ready to make a booking as they have completed their pre-appointment checklist and/or reached the top of the appointment waiting list.
- Appointment Pending Email: sent when a patient has an appointment booked and is in ‘pending’ status whilst the clinician reviews the request and pre-appointment information.
- Appointment Declined or Cancelled Email: sent when a patient’s pending appointment has been declined by the clinician or cancelled by the clinician or administrative staff.
- Appointment Confirmation Email: sent when a patient’s pending appointment has been confirmed by the clinician
Key Facts and Considerations
- Record Keeping: All actions related to appointments are recorded in For-Psych’s electronic care records.
- Reasonable Adjustments: For-Psych supports with reasonable adjustments to facilitate patient access to services, including alternative communication methods.
Exceptional Circumstances
- In exceptional circumstances, such as technical difficulties or therapist cancellations, where the client’s session is affected, For-Psych will either offer a full refund or reschedule the session at the client’s preference.
Contact Information
- For refund requests or inquiries related to our refund policy, clients can contact For-Psych using the provided contact details.