Campus Wellness is committed to delivering high-quality care and maintaining appointment availability for all students. Please read the following information carefully before booking an appointment.
Cancellation and missed appointments
To ensure all students have access to timely care, Health Services enforces a cancellation and missed appointment guideline:
Cancellation requirements
- Medical Appointments: Minimum 24 business hours’ notice.
- Psychiatry Appointments: Minimum 48 business hours’ notice.
- Counselling/Psychology Appointments: Minimum 24 business hours’ notice.
- Monday Appointments: Must be cancelled 24 business hours before the scheduled appointment time.
- For example, if your appointment is scheduled for 10:00 AM on Monday, it must be cancelled before 10:00 AM on the preceding Friday to avoid a missed appointment fee.
How to cancel or rebook appointments
- Phone: 519-888-4096
- Preferred route for cancellation
- Email: hsforms@uwaterloo.ca
- Clinic Onx:The reminder you received via email includes a link that allows you to cancel your appointment, provided it is within the designated cancellation timeframe.
Failure to cancel within the required timeframe or not attending your medical or psychiatry appointment may result in a missed appointment fee. The fee is based on the type and length of the appointment.
Missed appointment fees
- Medical appointments: $30.00-$150.00
- Psychiatry appointments: $100.00-$450.00
Note: These fees also apply to same-day missed appointments.
Review the uninsured services and services fees for more details about the missed appointment fees.
Late arrivals
Arriving late may result in the appointment being rescheduled and a missed appointment fee being charged. It may also cause delays for other patients. If you arrive more than 5 minutes late for an appointment your appointment may be marked as missed and rebooked.
Counselling Services No-Show Policy
A three-strike policy is in place:
- After three late cancellations or missed Counselling appointments without proper notice, your file may be closed.
- You may contact Campus Wellness at 519-888-4096 to discuss your options for continuing care.
Payment and Quest account holds
- Missed appointment fees over $50 must be paid within 30 days.
- Failure to pay within 30 days will result in your Quest account being placed on hold, and you will no longer have full access.
- Health Services may send courtesy appointment reminders to your University of Waterloo email, but it is the student’s responsibility to manage appointments and cancellations.
Appealing missed appointment fees
If you believe extenuating circumstances prevented you from attending your appointment, you may submit an appeal:
Appeal Process:
- Before an appeal will be considered, your account must not have any existing outstanding fees owing to the clinic.
- Complete the appeals form as soon as possible after the missed appointment, and no later than 30 days following the missed appointment.
Campus Wellness Appeals - Appeals submitted after 30 days of the missed appointment will not be considered.
- A form will be sent to you, which you'll need to fill out and submit to Campus Wellness for review.
- The appeal will be reviewed, and a decision regarding its acceptance will be provided within 10 business days of submission.
- Appeals are reviewed by the Campus Wellness Appeal Committee. Their decision is final, and submission does not guarantee the fee will be waived.
- The following reasons, among others, are not considered valid grounds for an appeal:
- “I couldn’t find the clinic”
- “I wasn’t aware of your policies”
- “Reception told me the wrong time”
- “I didn’t receive an email confirmation”
- “I forgot about my appointment”
- “I tried to call, but no one answered my call”
- “My alarm didn’t go off”
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