Cancellation Policy
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Document |
Policy |
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Document Name |
Oaktree Cancellation Policy and Procedure |
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Publication Date |
Oaktree Connect Customer Service Centre
28.03.2025 |
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Version |
v 1.2 |
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Oaktree Connect is dedicated to the purpose of transparency about and adherence to our cancellation policy. This commitment has prompted the formation of this policy and procedures.
Scope
All appointment cancellations for the purpose of consultations, treatment with rTMS or any other procedures conducted by any employees or contractors are within the scope of this policy.
Objectives
● To standardise cancellations across the organisation
● Make the process and the procedures clear and transparent
● Further define terms of cancellation
● Help the staff to respond to any queries about cancellations
Definitions
Cancellation
- Cancelling an appointment or appointments or sessions or treatment with a practitioner.
- To cancel the current booking and reschedule it for another date and time.
Scheduling Appointments or Treatments
A confirmation of an appointment or treatment occurs when the patient or someone on behalf of the patient makes a full payment in advance for the appointment/ appointments/ treatment. The appointment is then booked on to the practitioner’s clinical calendar and that time is made unavailable for other appointments.
Multi Sessional Treatment or Therapies Booking
Any treatment or therapies that require more than one appointment, including rTMS, shared care agreements, psychological therapies where all the appointments that are paid for are not scheduled at the time of the payment.
One-off Appointment Cancellation
The cancellation protocol in accordance with Oaktree policy is as follows:
0 – 2 Working Days Before Appointment- No refund
2 – 5 Working Days Before Appointment- 50% refund
5+ Working Days Before Appointment- 100% – £25 admin fee
Private Shared Care or Similar Ongoing Care Cancellation
The PSCA or similar ongoing care cancellation policy differs from one off appointment because cancellations apply to the entire one-year or six-month period paid in advance, as the appointments are not scheduled for the whole year at the time of the payment. Cancellation rules therefore apply based on the payment date, not the appointment dates.
The rules are:
0 – 5 Working Days Before Start- No refund
5- 10 Working Days Before Start- 50% refund
10+ Working Days Before Start- 100% – £25 admin fee
rTMS Or Other Multi Session Treatment or Psychological Therapy Cancellation
For multi-session treatments or therapies paid in advance, cancellation rules apply based on the payment date and start of treatment, not the individual session appointments for the subsequent sessions.
The rules are:
0 – 5 Working Days Before Appointments Start- No refund
5- 10 Working Days Before Sessions Start- 50% refund
10+ Working Days Before Sessions Start- 100% – £25 admin fee
The rules apply for the entire amount paid for all sessions and cannot be refunded in parts for sessions that are offered after starting but not used by the patient. For example, if 20 sessions of rTMS are offered and patient decided to stop treatment after 5 sessions, the above refund rules will apply. There would therefore be no refund.
Circumstances When Full / Partial Refund / Free of Cost Rescheduling Provided
1. Technical Difficulties within Oaktree Portal- In this case, patients are required to send us screen shots of the attempt to access their Oaktree patient portal for the appointment but an error message came up or of similar issues
2. Oaktree Practitioner could not attend- This is only if the practitioner did not attend due to their personal circumstances. In case of technical difficulties preventing them from attending, we will offer a rescheduling of the appointment with the same or another similarly qualified practitioner and not a refund.
3. Serious physical illness, requiring bed rest or hospitalisation– Patient or their carer will be required to provide evidence of such an illness, such as their hospital or ambulance documents or the treating doctor’s note.
4. Mental health deterioration- this will only be considered as a reason for cancellation, if the patient is taken under the care of the home or crisis team within the NHS or if they are admitted to an inpatient psychiatric facility (NHS or independent) for treatment and care. The patient or their carer will then have to provide evidence of the above in the form of admission notes or the treating doctor’s note confirming the admission.
Communication about the Cancellation Policy
The timelines for deductions from the original payment must be clearly and concisely published on the website.
Oaktree staff are expected to promptly and clearly provide this information when patients specifically request it. However, in order to maintain efficiency during appointment bookings, personnel are not required to discuss these details unless asked by the patient.
Conclusion
The cancellation policy will be applied as standard to all service user cancelling their consultations or treatment.
Contact Details:
If you have any inquiries regarding the information provided above or wish to propose additional clarifications, please do not hesitate to contact us.
Phone
Whatsapp message
Email us
contact@oaktreeconnect.co.uk
