These policies have been established out of respect for our clients and our therapists/service providers. The most common cause of lack of progress is inconsistent attendance, so these policies help us support our commitment to provide the highest level of therapy and service to all our clients.
Attendance Rate: Your child is expected to average a minimum of 80% attendance over any two month period. Should you cancel more than 20% of your child’s treatment sessions for two consecutive months, your child may be moved to a call-in program (details below). Additionally we must consider (and reserve the right) to discharge your child from therapy services. Services will be discontinued after 3 failed appointments (no call no show) or late cancellations.
Rescheduling: Rescheduling appointments, rather than cancelling, will assist in keeping up your child’s attendance rate. We know that life sometimes gets busy and complicated, and are happy to switch your appointments to telehealth when you’re unable to arrive in-person. Excessive rescheduling will require that we implement our call-in program and remove your child from regular appointments.
Call-In Program: Frequent rescheduling of appointment times and a low rate of attendance will limit our ability to offer you a recurring appointment slot. Once your rate of attendance drops below 80%, you will be notified that you have been moved to a call-in program. After that time, you must call Play Works each Monday between 7:30am and 4pm to inquire about available appointments during that week. Please note that these appointments are scheduled on a first come, first served basis, and are dependent upon therapist availability, which is likely to change on a week-to-week basis. After 30 days of 100% attendance, Play Works will work to add your child back to a regularly scheduled appointment.
Cancellation Policy: To ensure that we can effectively plan time to meet the needs of clients, Play Works requires at least a 24 hour notice of cancellation of a session. We are available by phone and email (email@example.com) if you need to cancel or reschedule a session. If 24 hour notice is not provided, you may be charged a $35 failed appointment fee. We understand that unanticipated conflicts arise in families’ schedules and we reserve the right to waive the cancellation fee on a case by case basis. Further information on our fee structure is on the back of this document.
Therapist Cancellations: In the rare event that one of your treating therapists cancels due to illness, if your child receives more than one service on that day, it is expected that your child maintains his/her other appointment. Every therapist works hard at planning their treatment sessions and counts on the attendance of your child. The therapist who cancelled due to illness will offer an opportunity to reschedule, or you may be served by another treating provider within the department.
Illness: Please let your therapist know in advance if your child has had diarrhea and/or vomiting within the last 24 hours. We will not provide therapy to clients if the child has a fever, lice, pink eye, unidentified rash, or any other possibly contagious symptom. Colds are very common and often shouldn’t limit attendance unless the child is running a fever and doesn’t feel well enough to tolerate therapy that day.
Inclement Weather: You will be notified as soon as it is possible to anticipate a longer travel time to your home or if services will be rescheduled secondary to weather. Our policy typically follows travel restrictions that have been issued and not according to school closures.
Vacation Holds: We will hold a recurring therapy time slot for vacation absences up to two weeks as long as a minimum of one week notice is provided in advance. The only way to secure your child’s appointment time after this, is to pay for the session in full. Absences after the 2 weeks will count towards the regular attendance policy.
Holidays: We do not provide therapy on major holidays. Holidays and days off include: New Years Day, Memorial Day, July 4th, Labor Day, Thanksgiving and Black Friday, and December 24-26th.
Late Cancel Fee Structure
When you cancel an appointment with Play Works less than 24 hours prior to the scheduled start time:
First Late Cancellation: We will make a note in your record and work to reschedule your appointment.
Second Late Cancellation: You will be charged a $35.00 missed appointment fee that must be paid at or before your next appointment.
Third Late Cancellation: You will be charged a $35.00 missed appointment fee and a record of missed appointments will be mailed out. At this time, we reserve the right to discontinue services altogether.
No Call/No Show Fee Structure
When you do not attend and do not notify Play Works:
First No Call No Show – $35.00 missed appointment fee that must be paid at or before your next appointment. Play Works will call you to schedule your next appointment at a time convenient to you and the service provider.
Second No Call No Show – You will be charged a $35.00 missed appointment fee and either placed on the Call-In Program or services will be discontinued altogether. If applicable, a letter will be sent notifying the referring physician.