At GEM Neurology, we are committed to providing timely and quality care. Missed appointments and late arrivals affect our ability to care for other patients who are waiting for neurological evaluation and treatment.
This policy applies to insurance patients. Missed appointment fees are not billed to insurance and are only applied when permitted by law, payer rules, and authorization requirements.
A no-show is defined as failing to attend a scheduled appointment or cancelling/rescheduling without notifying GEM Neurology at least 24 business hours before the scheduled appointment time.
Patients must notify us at least 24 business hours before their scheduled appointment by:
• Calling our office at 865-666-4411
• Emailing us at info@gemneurology.com
• Sending a message through the patient portal, if available
Due to high demand and limited appointment availability, patients who cancel or reschedule may be placed back on the waiting list.
GEM Neurology is currently not accepting additional new patients due to limited physician and staffing capacity. This may change in the future depending on clinic availability.
A referral to GEM Neurology does not establish a physician-patient relationship. New patient appointments require a reserved appointment slot, usually 60 minutes. Because appointment availability is extremely limited, missed new-patient appointments and late cancellations may result in loss of the appointment opportunity.
If a new patient misses the first appointment or cancels/reschedules with less than 24 business hours’ notice, a $150 missed appointment / late cancellation fee may apply before another appointment is scheduled, if another appointment is available.
This fee is not covered by insurance and must be paid out-of-pocket.
Rescheduling is not guaranteed. Because GEM Neurology is currently not accepting additional new patients, missed new-patient appointments may not be rescheduled.
If a new patient misses a second scheduled new-patient appointment, the patient will not be rescheduled at GEM Neurology.
TennCare, Medicaid, and VA patients will not be charged a missed appointment or late cancellation fee when prohibited by law, payer rules, or authorization requirements.
However, missed appointments may still affect future scheduling availability. Because GEM Neurology is currently not accepting additional new patients due to limited physician and staffing capacity, a missed new-patient appointment may not be rescheduled.
For VA-authorized community care patients, missed appointments may be reported back to VA or the VA Community Care coordinator when appropriate.
Established patients are not charged a missed appointment fee.
However, established patients are allowed a maximum of two missed appointments without proper notice. After two no-shows, GEM Neurology may decline further scheduling and may discharge the patient from the clinic with appropriate written notice.
Repeated late cancellations or repeated late arrivals may also affect future scheduling.
For established patients, arriving 10 minutes or more after the scheduled appointment time is considered a late arrival.
For new patients, arriving 25 minutes or more after the scheduled appointment time is considered a late arrival.
Patients who arrive late may need to reschedule their appointment to ensure that other patients are seen on time.
Repeated late arrivals may count toward the no-show limit.
We understand that emergencies or unavoidable circumstances may occasionally prevent timely attendance.
If a no-show, late cancellation, or late arrival occurs due to a credible emergency, please notify our office as soon as possible by phone or email. Each situation will be reviewed individually.
Examples of emergency exceptions may include:
• Emergency room visit or hospitalization
• Motor vehicle accident or other serious accident
• Death or serious emergency involving an immediate family member
• Other documented medical emergency
Documentation may be requested.
GEM Neurology is an outpatient specialty clinic and does not provide emergency care.
If you believe you are experiencing a medical emergency, call 911 or go to the nearest emergency department.
If you have questions about this policy or need to discuss a recent no-show or late arrival, please contact GEM Neurology directly.
Phone: 865-666-4411
Email: info@gemneurology.com