Cancellation & Missed Appointment Policy

There are times when our patients require urgent or emergency eye care or merely a new pair of eyeglasses or contact lenses and therefore require an eye exam as soon as possible. When patients provide us with advanced notice that they need to cancel or reschedule their appointment, this time can, in turn, be used to assist another patient in need of urgent eye care or a routine eye exam.  In this way, our clinic can better serve the needs of ALL our patients efficiently.

We Hate Policies, But Sometimes They're Needed. 

Seeing the situation from both sides, our clinic kindly requests a minimum of 24-hours notice if an appointment must be rescheduled.

  • There is no charge to reschedule an appointment if 24-hour notice is provided.

  • Weekday Appointments: If less than 24 hours notice is given to reschedule an appointment, a $25.00 fee +GST* will be assessed to your file, and can be paid at your next appointment. If you miss your rescheduled appointment an additional $25.00 fee + GST will be assessed to your file for a total of $50.00 +GST. You will not be able to book an appointment until these fees are paid in full.

In the event, a patient does not “show up” on a second occasion our practice policy is to ask the patient to find a new provider or you can only be seen on a walk-in basis. No records will be released if an outstanding balance remains on the file. 

Please note that insurance providers and government agencies
DO NOT cover fees for missed appointments.

Better late than never.

We live in Alberta; winter happens every year. Weather is usually not a valid reason for missing or rescheduling your appointment, please give yourself extra time.

Obviously, winter road conditions might slow you down, and we won't punish you if you're a few minutes late, we'll do our best to get you in. If you're the last appointment of the day though, please be respectful of the fact that our employees and eye doctors would also like to go home to their families. If we cannot complete the exam in time, we will need to reschedule you.

My Insurance Coverage Didn’t Go Through.

Insurance coverage is simply another form of payment.

Not all employers or insurance companies automatically set up direct billing options, so you must ensure that you have this as an option. Otherwise, you will need to pre-pay for your exam and then submit your receipt for reimbursement.

It is your responsibility to check with your insurance provider prior to booking the appointment to ensure that you have coverage for the requested service, that it will cover the full amount, and that they offer direct billing. You will be required to pay the difference at the time of the exam if the full amount is not covered.

Photo ID
All insurance companies, including government insurance plans such as Alberta Health Care, Indigenous Affairs, Assured Income for the Severely Handicapped and Alberta Works require patients to show valid government-issued photo ID at the time of service. This measure is designed to prevent insurance fraud and to ensure that the recipient entitled to those benefits receives them.

Insurance Card & Information
All insurance companies, including government insurance plans such as Alberta Health Care, Indian Affairs, Assured Income for the Severely Handicapped and Alberta Works require patients to show their insurance cards at the time of service. This measure is designed to prevent insurance fraud and to ensure that the recipient entitled to those benefits receives them.

 

* Some exceptions will be made for illness or personal tragedy.
* GST does apply to this fee as it's not for a medical service. The fee is $26.25.