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FAQ: Missed Appointments, Discharge, and Reinstatement Policy
01
Why does the clinic have a missed appointment policy?
Missed appointments and late cancellations make it difficult for us to provide timely care to all patients. By keeping your appointments or giving timely notice, preferably at least 24 business hours before when you need to reschedule, you help us manage our schedule, reduce waiting times, and ensure that everyone receives care when they need it.
02
What counts as a "no show" or missed appointment?
“No Show” occurs when a patient misses an appointment without notifying us or cancels with less than 24 business hours’ notice. Late cancellations are treated the same as no-shows.
To avoid being marked as a no-show, please contact us at least 24 business hours in advance to cancel or reschedule your appointment.
03
What happens if I miss several appointments?
Three no-shows within 90 days may result in termination of the physician-patient relationship.
04
Why is an active credit card on file required before scheduling an appointment?
Active credit cards on file are required to secure the appointment time and reduce last-minute no-shows. When a patient doesn’t arrive for a scheduled visit without proper notice, the provider’s time is lost and another patient who may have needed that slot misses an opportunity for care. Having a active credit card on file allows you to apply the standard no-show or late-cancellation fee only if the policy is violated. If the patient attends the appointment or cancels within the required timeframe, the credit card will not be charged.
05
Will my credit card be charged automatically?
No, the card is only charged when:
- There’s a no-show, or
- When an appointment is canceled/rescheduled within 24 business hours.
Otherwise, the card remains securely stored and unused. The card is NOT used for copays, deductibles, or any other charges without the patient’s consent.
06
Why would my account be marked “inactive” if the card on file declines?
If a no-show fee is charged and the credit card on file declines, your account becomes past-due. In these situations, we temporarily mark the account as inactive to prevent additional scheduling issues. The future appointments will not be scheduled. Once an updated, valid credit card is added to the account and any outstanding balance is resolved, the status returns to active, and the appointments can be scheduled again.
07
Is this policy common in healthcare?
Yes. Many medical and mental health clinics use this approach to protect appointment availability and ensure providers can offer timely care. Similar policies exist in number of other clinics especially the specialty clinics.
Does this mean the clinic is trying to penalize patients? No. The goal is to keep the schedule fair and accessible for everyone. No-shows impact the clinic, the provider, and other patients waiting for care. Keeping an active card on file helps maintain smooth operations and allows us to reserve time specifically for the patient.
08
What behaviors can lead to dismissal from the practice?
You may be discharged from the clinic for any of the following reasons:
- Repeatedly refusing or failing to follow your treatment plan or cancelling follow‑up visits.
- Ignoring office policies, such as appointment‑cancellation or prescription‑refill procedures.
- Verbally abusive, threatening, or violent language or behavior toward staff or other patients.
- Bringing firearms or other weapons into the clinic.
- Engaging in illegal activities, such as medication diversion or theft.
- Having significant unpaid balances and refusing to arrange a payment plan.
We will never dismiss a patient based on race, color, national origin, sex, age, disability, or other protected status.
09
How will I be notified if I am discharged?
If we determine that discharge is necessary, we will send you a letter through the certified mail notifying you of our decision. The letter will include an effective date (usually 30 days from the date of the letter) to give you time to find a new provider. We will continue to provide necessary care during that notice period and assist with transferring your medical records and finding another clinician.
10
What if my missed appointments are due to illness, stress, or other challenges?
We know that mental health issues, medical problems, and life challenges such as transportation, childcare, or work obligations can make it hard to keep appointments. Please contact us as soon as possible if you cannot make your appointment. We will work with you to reschedule, connect you to resources, or adjust your treatment plan. We may ask you to complete the RCN FeeWaiverRequestHardshipForm.docx to reflect your hardship.
11
How can I avoid discharge?
- Communicate with us: If you need to cancel or reschedule, call at least 24 business hours in advance.
- Participate in your care: Follow the treatment plan you and your provider agree upon and attend your follow‑up appointments.
- Respect staff and other patients: Use appropriate language and behavior.
- Manage medications responsibly: Take medications as prescribed and do not share or misuse them.
- Stay current on payments: Contact our billing office if you need help with your bill or setting up a payment plan.
12
Can I return after being discharged?
Reinstatement after discharge is not automatic. However, under certain circumstances, a former patient may be considered for return to care.
To request reinstatement, please submit a written request (by email or regular mail) explaining why you would like to be considered for re-entry into practice.
Before making a decision, we will evaluate:
- The reasons for your original discharge
- Whether those issues have been resolved
- The amount of time that has passed
- Your willingness to meet with us to review expectations and our Patient Rights & Responsibilities
Your request will be reviewed by your primary provider and our medical director. If approved, our scheduling team will contact you to confirm your reinstatement and set up your next appointment.
13
Where can I get more help?
If you have questions about these policies or need assistance with missed appointments, billing, or other concerns, please call our office.
- Appointments: For inquiries, rescheduling, or cancellations, contact us at 817-488-8998, ext. 2, or email at [email protected].
- Billing: For billing questions, reach out at 817-488-8998, ext. 6, or email [email protected].
- TMS/Esketamine/Ketamine Therapy: For inquiries, contact 817-488-8998, ext. 5, or email at [email protected].
For urgent medical issues, call 911 or go to the nearest emergency room.
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- 200 Westpark Way, Euless, TX 76040
- (817) 488-8998
- (855) 295-2686
- Monday – Friday, 8 am-5 pm
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