Missed and Cancelled Appointments

Did Not Attend (DNA) Appointments

A DNA appointment is a planned appointment which is not attended with no notice given. This applies to face to face appointments as well as video and telephone appointments. If you DNA an appointment without making any contact, CBT Runcorn will send you an email or a text to encourage you to discuss this further. Your referral will be closed if there is no response to this contact in 5 working days. You are able to contact to discuss reopening your referral at any point in the future.

No refunds will be given for any missed appointments without any contact. For a new appointment to be made, a new payment will need to be made.

Late Attendance

A late attended appointment is an appointment where you are arriving later than the prearranged time. In the event you attend and are late, we can continue with the appointment however your appointment time will not be extended and you will not receive a refund for the missed time.

In the event of you being late to a planned video appointment, the video call will remain active for 15minutes following the appointment time. After the 15 minutes the therapist will leave the video and the appointment will be classed as missed.

In the event of you not answering a planned telephone appointment, the therapist will attempt the call again after 5 minutes and again after 15 minutes after which the therapist will stop trying to reach you and the appointment will be classes as missed.

Please make every effort to let the therapist know if you are running late by emailing laurenwalterwork@gmail.com or calling 07474064953.

Cancelled (CNA) Appointments

A CNA appointment is a planned appointment whereby notice has been given that you are no longer able to attend. If you must cancel your appointment, please let CBT Runcorn know as soon as possible. 24 hours notice is required to prevent incurring a charge. If your appointment is on a Monday, then the appointment must be cancelled before Friday.

If cancelling an appointment with less then 24hours notice then CBT Runcorn reserves the right to charge half of the cost of the session to cover costs. If you have already paid, a refund will be made for the remaining session fee or this can be put towards the next session. A new payment will need to be made in order to progress with the therapy.

If you end therapy prematurely and have booked a number of sessions in advance you will not receive any refund for any block booked sessions.

CBT Runcorn may be able to adjust the time or date of the appointment without incurring a charge, dependent on availability and notice given. Please contact to discus further.

Repeated Missed and/ or Cancelled Appointments

Repeated missed or cancelled appointments are two or more missed or cancelled appointments in a row or three missed or cancelled appointments in a period of therapy.

If you cancel or miss repeated appointments, we will discuss with you the appropriateness of continuing and what barriers may be preventing you from attending in the hope we can work on overcoming these with you.

If you are finding attending the appointments difficult, please try and let CBT Runcorn know so we can work through this with you.

Exceptional Circumstances

CBT Runcorn acknowledges that there may be times, under exceptional circumstances and emergencies, that prior contact can not be made about missed appointments. If you believe that you have exceptional circumstances please discuss this with CBT Runcorn.

Therapist Cancellations

There may be a time when your therapist will need to cancel or rearrange an appointment due to illness, emergencies or circumstances outside of their control. In this instance, CBT Runcorn will attempt to contact you to inform you of the cancellation and will give you the option of rebooking for free or having a full refund for the session.

Non Payment of Session Fees

If a session is not paid for when owed CBT Runcorn reserves the right to recover the costs through court.

Policy Review

The pricing policy was reviewed in December 2022 and will be reviewed again in December 2023.