King Health Associates Feedback or Complaint Form

Estimated time to complete : 1-5 minutes

Thank you for bringing this to our attention

Your satisfaction is extremely important to us and although we are constantly monitoring the quality of our company's services and our employees behavior, there will be times when things don't meet with everyone's satisfaction. We are truly sorry that you felt the need to complain and we want you to know that we will listen to both the facts and your feelings regarding the matter. We will take any necessary action that we feel is required in order to remedy the situation. And we want you to know that, for whatever reason, should these remedies not prove satisfactory for you that we will provide you with additional options for complaint.

NOTE: This form is for client feedback and/or complaints only. It is NOT for unsolicited sales.

Maybe we can clear this up right here?


 

Question:

I was late to my appointment, and now I'm being charged a fee for a session I didn't even get to have

Answer: 

It is always frustrating to miss something you feel you really needed, or have to pay for something that you feel is not correct, but read on and perhaps you'll understand why these policies and fees are necessary.

There are two reasons that this policy is in place:-

First is financial, if you arrive more than 10 minutes after your appointment start then your insurance will not pay for your session. Due to our (standard) contractual agreements with health insurance companies, we cannot take cash payments for sessions if you are already covered by an insurance we are contracted for. We are therefore unable to go ahead with the appointment using insurance or cash, unless the provider is working for free, which is not a service we offer. We are not state or government-sponsored, and not a charity. We do need to charge a fee for the missed session, because again, our providers do not work for free and since they have set aside this specific time for you and are unable to put anyone else in that time-slot, they are losing income due to your lateness.

Secondly, your appointment is an agreement between you and your provider, to both be at a specific place at a specific time, with the understanding that sufficient time will be available for the provider to provide services. Some therapeutic techniques are simply not doable without adequate time. 

No-show and late-cancel fees are lower than full session fees, and are there to pay the provider, as well as the additional admin that is required. King Health does not make any profit from these fees. They are in place to protect our providers.

Question:

I am being charged for a no-show or late cancel

Answer: 

It is always frustrating to have to pay for something that you feel is not correct, but read on and perhaps you'll understand why these fees are necessary.

We have a no-show and late-cancel policy of charging simply because you have arranged for a provider to be at the clinic at a specific time, specifically for you, and that provider's time is valuable and they deserve to be paid, even if it is simply to wait patiently for you. The fact that their job involves caring for you does not mean that they will work for free. The simple fact of life is that we all have bills to pay, including providers, and regardless of how big their heart is, a big heart doesn't pay bills. In an ideal world all mental health would be free, but that is not the current reality. King Health is not community health, not subsidized by state or government, and not a charity. If you do not turn up, or you cancel late, the provider is unable to put someone else into that time-slot and they will not get paid for the time that both you and they have agreed to be devoted to you.

No-show and late-cancel fees are lower than full session fees, and are there to pay the provider, as well as the additional admin that is required. King Health does not make any profit from these fees. They are in place to protect our providers.

Question:

I was late to my appointment, but it's because I have this issue and so my fee should be waived

Answer: 

It is always frustrating to miss something you feel you really needed, or have to pay for something that you feel is not correct, but read on and perhaps you'll understand why these policies and fees are necessary.

Occasionally clients will state that they have an issue that prevents them from being on time, such as depression or anxiety and that they shouldn't need to pay. While we completely understand these conditions can be very challenging at times, providing free mental health services is simply not possible for any business not supported by tax-payer funds. It also would not be fair to then charge session fees to the approximately sixty percent of clients who also have those issues and yet still turn up to each appointment on time. If your mental health issues are such that they actually prevent you from normally attending sessions then it makes financial sense for you to switch to community mental health where the financial burden of your issue may be easier to bear. Our clinics and services are setup to meet a certain level of client functionality and we do not accept clients who are not able to consistently attend appointments because we are unable to financially accomodate them. 

No-show and late-cancel fees are lower than full session fees, and are there to pay the provider, as well as the additional admin that is required. King Health does not make any profit from these fees. They are in place to protect our providers.


 

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