What is Gennev's No-Show Policy for Appointments?

Gennev appointments are expected to start and end on time. The physician will wait up to 10 minutes for a 30 minute appointment and up to 7 minutes for a 20 minute appointment. During this time, the provider will reach out to the patient coordination team to check if there has been outreach from the patient about why they have not yet joined the appointment. After this time, if the patient has not reached out with notice of being unable to join, the patient is considered a “no show”. If the patient logs on late, the appointment usually cannot be extended, since other patients are waiting, although this can be addressed on a case-by-case basis.

Patients who “no-show” without any prior notice will forfeit their fee for that visit. Rescheduling one time is allowed, and a discount of 25% can be applied to a rescheduled visit after a no-show. Patients who no-show without notice twice are not eligible to reschedule.

Patients who cancel more than 24 hours prior to the appointment are eligible to apply the fee to a future or appointment or request a refund.

Patients who cancel with less than 24 hours notice may apply their fee one time to a future appointment but are not eligible for a refund. If they cancel or no-show for the rescheduled appointment, the fee is forfeited.

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