top of page

Missed appointment policy

PLEASE READ CAREFULLY

​

The IBCLCs with East Tennessee Lactation provide the highest quality care by seeing a limited number of patients each day. Missed appointments, including cancellations, no-shows, and late reschedules, significantly impact our ability to serve other families and maintain our business operations. Your cooperation helps us ensure that we can continue to provide essential services to all our clients.

​

Appointment Confirmations

  • Whether your booking occurred online or on the phone, you agreed to our cancellation, rescheduling, and missed appointment policy. 

  • Please note that not receiving confirmation emails or texts does not exempt you from this policy. 

  • We send multiple communications confirming your booking and appointment times, as well as reminders. 

  • These emails and texts serve as confirmation of your appointment; you are not required to confirm back. 

  • Lack of confirmation from you is not considered a cancellation.

 

Fees for Missed Appointments

  • Home and Office visits: $100 for initial and follow-up visits.

  • Telehealth Visits: $100 for initial visit and $100 for follow-up visits.

  • The Missed Appointment Fee will automatically be charged to card on file in the event of a missed appointment.

  • Insurance cannot be billed for visits that do not take place.

  • Missed Appointment fees cannot be charged to HSA or FSA cards/accounts.

 

Missed Appointment Definitions

  • Canceling or rescheduling with insufficient notice: If you cancel or reschedule with less than 24 business hours before the appointment time, your card on file will be charged the missed appointment fee. The missed appointment fee will be charged in this case even if you reschedule.

  • Late Arrival or Late Start: Arriving 20 minutes or more late for your appointment (even if you are present in your home for a home visit) is considered a missed appointment. Your card on file will be charged the missed appointment fee. 

  • No-Show: If you do not show up for your scheduled appointment, your card on file will be charged the full visit fee. Lack of confirmation does not exempt you from this policy.

  • Consult ending early due to safety concerns or inappropriate behavior: If your consultant must end the consult early due to an unsafe (for any reason) environment or because any person present during the consult is making the consultant uncomfortable, we are unable to bill insurance and your card on file will be charged the Missed Appointment Fee.  

 

Options for Avoiding Charges

  • Cancel or reschedule with at least 48 business hours’ notice. For example, to cancel or reschedule a 9:30 AM Monday appointment, you must notify us by 9:30 AM Friday.

  • Convert to Telehealth: If you have Wildflower or TLN coverage, instead of canceling or rescheduling within the window that triggers the charge, you may convert to a telehealth visit and avoid the fee. Aetna and United do not cover telehealth, so those telehealth appointments would be self-pay. Note: Telehealth appointments must take place in an appropriate, private location. Appointments in public locations, while driving, or at work cannot take place and thus will be considered missed and charged the full visit fee.

 

Contact for Cancellations and Rescheduling

Text or call us at 423-225-2182. Cancellations via email are not accepted.

 

Missed Appointment Policy Updated 01/25/2025

bottom of page