CTSPS, Inc. Scheduling and Attendance Policy
Effective March 15, 2026
CTSPS, Inc. is committed to providing quality care to every patient. To maintain this commitment, we routinely review and update our policies.
Purpose: The purpose of this policy is to ensure the provision of timely therapeutic services and to minimize the occurrence of missed appointments across both CTSPS office locations.
The policy reinforces our commitment to accountability, mutual respect, and excellence in therapeutic care leading to improved outcomes and satisfaction for all. We understand there are barriers that may impede timely arrival and at times, the cancellation of appointments. CTSPS is invested in helping identify resources and solutions to reduce these barriers.
Definitions:
No-show: Patient or patient representative missed a scheduled appointment and did not provide prior notice regarding the cancellation.
Late cancellation: Patient or patient representative canceled an appointment the day of the scheduled appointment or without adequate notice. (Notice is 48 hours for initial evaluations and 24 hours for therapy appointments).
Late arrival: Patient or patient representative arrived more than 10 minutes late to a scheduled therapy appointment (or 15 minutes to a scheduled evaluation appointment). The decision as to whether or not to proceed with the appointment is at the discretion of the therapist and the practice. Late arrivals are always subject to possible rescheduling.
Policy:
It is our goal for patients to arrive on time for scheduled appointments. While we empathize with the potential for unforeseen circumstances, it is important to acknowledge that when an appointment is missed without prior notification, it disrupts the clinic schedules and impacts our ability to deliver timely services.
Extenuating and unforeseen circumstances, including but not limited to inclement weather, power outages, or other reasons one or both offices may be closed, will preclude assessment of late cancel/no-show fees.
It is the obligation of each patient to call and notify CTSPS, Inc. at (512) 327-6179 when an appointment cannot be kept. We do not accept cancellations via text or email.
Appointment cancellations due to provider issues will be rescheduled at patient convenience.
Please review carefully
Initial evaluation scheduling:
1. All initial evaluations that are rescheduled or cancelled require 48-hours notice.
2. Initial evaluation (New Patient) intake includes patient name, date of birth, address, contact phone, email address, and insurance information.
A. A $45.00 no-show fee will be assessed for all evaluation appointments that are not kept. Before the missed evaluation can be rescheduled, this $45.00 fee must be paid. The $45.00 will act as a deposit that will be applied to the patient’s financial responsibility for the rescheduled evaluation appointment.
B. If the patient owes no co-insurance, copayment or deductible for the evaluation, then the $45.00 deposit will be refunded to the patient once the rescheduled evaluation is completed.
C. Patients are allowed to attempt to schedule or reschedule an initial evaluation three times only.
3. CTSPS does not accept reschedules/cancellations via email or text. Attempts to cancel any visit by either of these two avenues will still result in no-show or late cancellation fees being assessed.
4. All scheduling/rescheduling will be through admin only. Therapists do not manage scheduling and should direct patients to call admin with any scheduling changes. In some instances, therapists might help schedule/reschedule patients at admin’s request, (i.e. an ice day), but routine scheduling and cancellations will be handled by admin.
5. Reminders for patients (dependent upon patient providing working email address and mobile phone number)
A. Patient receives an email when booking initial appointment.
B. Patient receives a text message one week before appointment.
C. Patient receives a text reminder one day before appointment.
D. Reminders are a courtesy. Lack of a reminder does not mean the appointment is no longer confirmed. Patients should call the office at (512) 327-6179 if there is any question about a scheduled appointment.
Note: No-show or late cancel fees are not billable to insurance.
**Medicaid patients can never be charged for no-show or late cancellation fees or deposits; however, Medicaid requires that all providers discharge patients with erratic or poor attendance (less than 75% attendance of all scheduled visits). Three no-shows in a row automatically results in discharge from services. Medicaid believes poor attendance impedes progress. Poor attendance and poor progress can result in therapy denials.
Aside from the assessment of fees, all policies regarding cancellations, three attempts at scheduling or rescheduling, reminders, etc. also apply to Medicaid patients.
Please review carefully
Therapy appointment scheduling:
1. Therapy appointments that are no-shows will automatically be charged $45.00 per occurrence.
2. Therapy appointments that are canceled with less than 24-hour notice will be charged $45.00 per occurrence.
3. All teletherapy visits are treated the same as in-office visits as far as cancellations, no-shows, late arrivals, and assessment of fees are concerned.
4. CTSPS attendance policy requires at least 75% attendance of all scheduled therapy appointments each month. Anything less than this level of attendance will lead to therapy being placed on hold until barriers preventing regular attendance are addressed. CTSPS will help with solutions to barriers if requested. It is at the discretion of the therapist and CTSPS to discharge any patient not meeting the attendance policy and to inform the patient’s physician or the referring provider of the discharge. Three no-shows in a row automatically results in discharge from services.
5. CTSPS does not accept reschedules/cancellations via email or text. Attempts to cancel any visit by either of these two avenues will still result in no-show or late cancellation fees being assessed.
6. All scheduling/rescheduling will be through admin only. Therapists do not manage scheduling and should direct patients to call admin with any scheduling changes. In some instances, therapists might help schedule/reschedule patients at admin’s request, (i.e. an ice day), but routine scheduling and cancellations will be handled by admin.
7. Text reminders for therapy appointments will be sent the day before each therapy appointment. It is the responsibility of the patient to provide a working mobile number in order to receive text reminders. Reminders are a courtesy and the absence of a reminder does not mean the appointment is no longer confirmed. Patients should call the office at (512) 327-6179 if there is any question about a scheduled appointment.
Note: No-show or late cancel fees are not billable to insurance.
**Medicaid patients can never be charged for no-show or late cancellation fees or deposits; however, Medicaid requires that all providers discharge patients with erratic or poor attendance (less than 75% attendance of all scheduled visits). Medicaid believes poor attendance impedes progress. Poor attendance and poor progress can result in therapy denials.
Aside from the assessment of fees, all policies regarding the attendance policy, cancellations, and reminders, etc. also apply to Medicaid patients.