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 hope to help you understand why these policies and fees are necessary.

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

The first reason has to do with the relationship. 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, and showing to your appointment on time reflects your commitment to yourself, your commitment to the work of therapy and your respect for your therapist as a professional.

The second reason has to do with insurance, legality and financial issues. 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, as it would be unacceptable to your clinician to insist they work for free. Is there anyone else in your life you would insist not get paid to work for you? They also have bills to pay, children to care for, and have spent a lot of money and time getting their very specialized education to help you. Unlike a doctor’s office who double books sessions in case someone is late or does not show, your counselor has set aside this very specific time for you and is unable to put anyone else in that time-slot on short notice.

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 support that is required. King Health does not make any profit from these fees. 

Question:

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

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 we hope to help you understand why these policies and fees are necessary.

We have a no-show and late-cancel policy of charging just as your primary care doctor, your massage therapist, your dentist, your hair stylist charge a fee when you do not show. (As a sidenote- email reminders are a courtesy but you are responsible for putting the appointment into your calendar.) 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 can work without pay. In an ideal world all mental health would be free, but that is not the current reality. King Health is not community health and is not subsidized by state or government, and is also 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 we hope to help you 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 be required to pay a standard no show fee. 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. If your mental health issues are such that they actually prevent you from attending sessions then it makes financial sense for you to move your care to a community mental health center where they can accommodate no shows, and yet still pay their provider a wage. Our clinics and services are setup to accept clients who are able to consistently attend appointments. We do not want to set you up for failure by asking to be paid for our time, but you repeatedly not show. That is not fair to you. Because we are unable to financially accommodate repeated no shows, we will refer you out to a place you can be more successful.

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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