Question

an organization has a 24 - hr cancellation policy stating that if a patient cancels their appointment with less than 24 - hr notice, they will be charged a fee. if a patient calls 4 - hr prior to their appointment time to say they cant make the appointment because they have a fever, which of the following is the appropriate action?

• automatically bill the patient for the late fee.
• explain that the late fee cannot be waived.
• discuss waiving the late fee with the organization manager or provider.
• make the decision to waive the late fee.

Explanation:

The patient gave 4 - hour notice (which is less than 24 - hour), but has a valid reason (fever). To handle this, discussing with the manager/provider about waiving the late fee is appropriate as it allows for a review of the situation (like considering the valid reason) rather than automatically billing, refusing to waive, or unilaterally deciding.

Answer:

C. Discuss waiving the late fee with the organization manager or provider.