Case Study Summary

A client was charged a “no-show fee” after missing an appointment. The client claimed they were never informed of this policy. The RMT’s/MT’s website and clinic intake forms did not mention the fee, and the RMT/MT could not produce any documentation showing the client had acknowledged the policy. The client filed a complaint about the unexpected charge.

CMTO’s Perspective

The Inquiries, Complaints and Reports Committee(ICRC) found that the RMT/MT failed to meet their professional obligations. The Standard of Practice: Fees and Billing require all fees, including cancellation or no-show fees, to be communicated to the client before providing service. The RMT’s/MT’s failure to do so meant the fee was not transparent or agreed upon.

Key Takeaway

Ensure all your fees, including any charges for missed appointments, are clearly communicated and readily available to clients before they book an appointment. This can be done on your website, in your clinic, and on intake forms.

ICRC Outcome

The Committee ordered the RMT/MT to complete a specified continuing education or remedial program (SCERP). The RMT/MT was required to:

1. Review the Standard of Practice: Fees and Billing.
2. Submit a reflective paper to the ICRC detailing how they will implement clear fee communication protocols in their practice to prevent this issue in the future.