HOME & COMMUNITYPolicy No.: PM-2-210

SUPPORT SERVICESCreated: July 2009

--OF GREY-BRUCE--Revised: Jan 2017

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SECTION: PROGRAM MANUAL

TOPIC: GENERIC PROGRAM POLICIES

POLICY TITLE: LATE CANCELLATION CLIENT FEE

POLICY STATEMENT

Due to the fact that Home and Community Support Services of Grey Bruce incurs costs scheduling and preparing for the delivery of services to individual clients, it is necessary for clients/caregivers to provide adequate notice when canceling prescheduled services. All HCSS offices have answering machines and messages can be left, if canceling a service outside of regular business office hours. Regular business hours at HCSSGB are Monday to Friday, 8:30 a.m. to 4:30 p.m.. If adequate notice is not provided, HCSS will need to charge a late cancellation fee in order to offset some of the costs incurred, regardless of the reason the client canceled. Death of the client is an exception. Cancellation fees will be charged on the client’s monthly invoice. Clients who have qualified for any fee reduction and do not provide adequate notice or do not cancel their service and are not available to utilize the scheduled service will be billed $5.00 late cancellation fee for MOVIN’GB Transportation, Day Away and Housekeeping.

PROCEDURES

1If the client is scheduled to receive Meals on Wheels and they are not going to be home during the usual time and day they are delivered, they will need to call their local office and cancel their meal before 9 a.m. that day in order to not be charged the regular cost of the meal.

2If the client is scheduled to receive Frozen Meals and they are not going to be home during the scheduled delivery time, they will need to call your local office and cancel their delivery by 1 p.m.one business day before, or they will be billed $10.00 which is the minimum cost of sending the driver to their home with their frozen meals.

3If the client is scheduled to receive Transportation and they are not going to utilize their scheduled trip, they will need to call their local office or the MOVIN’GB hub and cancel their ride by 1:00 p.m. one business day before, or they will be billed $10.00 which is the minimum cost of sending the driver to their home. If the client has a one-way ride to ADP, they will be billed a $5.00 late cancellation fee, if the client has a one-way or round trip and have qualified for any level of fee reduction they will also be billed $5.00 late cancellation fee. Individuals who have been a no-show for their scheduled pickup on three separate occasions within a six-month period will be discharged from the transportation service (see policy PM-5-240).

4If the client is scheduled to receive Housekeeping and they are not going to be home for their scheduled appointment, they will need to call their local office and cancel their housekeeping appointment by 1:00 p.m. one business day before, or they will be billed $17.00 which is the minimum cost of sending the housekeeper to their home. If the client has qualified for any level of fee reduction they will be billed $5.00 late cancellation fee.

5If the client is scheduled to attend the Day Away they are billed the standard $10 per day fee whether or not they attend so there is no late cancellation fee.If they utilize MOVIN’GB to get to and from the day away (HCSS volunteer or paid driver), they will be charged the late cancellation fee for transportation (see # 3), in addition to the regular $10 per day ADP client fee. If the client has qualified for a fee reduction they will be billed $5.00 per day ADP client fee whether or not they attend and if they do not cancel their transportation they will also be billed $5.00 late cancellation fee for transportation.

Clients will not be billed the $10 daily fee or the transportation fee if the program is closed due to inclement weather or property maintenance issues such as no heat, broken water pipe, etc.(see Policy-3-15)

Clients living in a care facility that has been deemed in outbreak by Public Health will not attend program but will billed the standard $10 per day fee. If the client utilized MGB to get to and from the day away, there will be no charge for transportation as long as they are in outbreak and do not attend the program.

6.If the client is ‘registered” to attend the Overnight Relief program (see Policy PM 1- 40
Advance Booking of Overnight Relief Spaces) and the client cancels, every effort will be made to replace the cancelled booking in the Overnight program. However, the registered client who cancels any time after the Monday registration for the upcoming Overnight Relief Program will be billed the standard $10 per day fee. Therefore the fee for the cancelled space will be $30 maximum ($10 for Friday, $10 for Saturday, and $10 for Sunday). If the client is scheduled to only attend two days, the charge will be $10 per scheduled day or $20.

If the client utilizes MOVIN’GB to get to and from the Overnight Relief Program, they will be charged the late cancellation fee for transportation (see #3), in additional to the daily fee. This fee for transportation will be $5, for example, if the cancellation is not received by 1 p.m. on the business day before attending the Overnight Program. Typically, there will not be a charge for transportation home on Sunday, if the cancellation is received by 1 p.m. on Thursday prior to the Overnight Relief weekend stay.

::ODMA\GRPWISE\PRIMARY.HCSS-OS-PO.HCSS-OS-PO Library:12684.116-Dec-2018