Late Arrival Policy & Procedure.

1. Purpose

This policy ensures consistent management of late arrivals in order to protect clinical time, maintain safety (particularly when working alone), and ensure fairness for all clients.

2. Policy Statement

Clients are expected to attend sessions at the agreed appointment time.

  • If a client has not arrived 10 minutes after the scheduled start time, the psychologist will attempt contact by SMS or email.

  • If the client has not arrived or made contact by 15 minutes after the scheduled start time, the appointment is considered a late cancellation and the full session fee will apply (consistent with the practice’s cancellation policy).

  • If there is no indication that the client is coming to the session, the psychologist may leave the premises at 15 minutes past the appointment time for safety and operational reasons.

3. Scope

This policy applies to all clients attending in-person or telehealth appointments.

4. Rationale

  • Late arrivals reduce therapeutic efficacy and disrupt the schedule.

  • Working alone requires clear procedures for managing client non-attendance to maintain personal safety.

  • Clear boundaries support professionalism, predictability, and fairness.

5. Procedure

5.1 Session Timing

5.1.1 Client arrival

Clients are expected to arrive or log in at the scheduled appointment time.

5.1.2 Session finish time

·      Sessions will finish at the session finish time (i.e., 50 minutes from the appointment time), despite the start time if a client has arrived late.

·      Sessions will finish 50 minutes from the start time if the clinician is late to start the appointment.

5.2 Contact at 10 Minutes Past Appointment Time

If the client has not arrived or joined the session 10 minutes after the scheduled start time:

  1. Renee will send an SMS or email to check in.

  2. The message will respectfully ask whether the client is still attending and may provide a reminder for the option to change to telehealth, if the session is in-person.

  3. The psychologist will remain available until the 15-minute cutoff.

5.3 Late Arrival Cut-off: 15 Minutes

At 15 minutes past the scheduled start time:

  • If the client has NOT arrived and has NOT contacted the psychologist:
    → The appointment is considered a late cancellation / no-show.
    → The full session fee will be charged (in line with the cancellation policy).

  • If the client contacts the psychologist within this window:
    → The psychologist may use their professional judgment to accept a reduced session (ending at the original time), or classify the attendance as a late cancellation if clinically or practically appropriate.

5.4 Leaving the Premises

If the client has not contacted the psychologist by 15 minutes past, the psychologist may leave the office premises for safety or operational reasons.

  • This will be documented in the clinical file.

  • Any safety concerns (e.g., for high-risk clients) should be managed according to the practice’s risk protocols.

5.5 Payment & Documentation

  • A full session fee will be charged for late arrivals that exceed 15 minutes without prior notice, as per the cancellation policy.

  • The psychologist will document in the client record:

    • Time of attempted contact

    • Any response received

    • Time the appointment was closed

    • Fee applied

    • Any clinical concerns

5.6 Exceptions

Exceptions may be made at the psychologist’s discretion, as per the cancellation policy.

6. Communication With Clients

Clients are informed of this policy:

  • In the consent form

  • In appointment confirmation emails.