Is it normal for a doctor to keep a consultation fee for a consult that never happened?

Question

I booked a virtual consult with a doctor, within 30 minutes I ended up cancelling the consult. Now they are not wanting to return my consultation fee claiming it is is non refundable. I could understand it being non refundable if I actually HAD the consult with the doctor but decided that I did not want to use him for the procedure, I mean time was still spent consulting so I understand paying for that service. BUT in this case the consult never happened. Do I get my money back?

Darryl J. Blinski, MD · Answer

Interesting ethics topic and practice management topic. Each surgeon has their own office consulting policies. The majority charge a fee ($50-$250) that is applied to the surgical charges if booked. A few of us (myself included) offer no fee for initial consult whether in person or virtually. But that has a very slippery slope as to my time management. These fees are usually un refundable. In your case, you cancelled ONLY 30 minutes before the appointed virtual time! Very unthoughtful, since the surgeon blocked out that time period just for you. So yes, I see not refunding the fee. Most offices allow a rescheduling opportunity if notified 24 hours in advance, but you cancelled ONLY 30 minutes prior.... not cool. Maybe you now understand the fees?

Robert T. Buchanan, MD (retired) · Answer

Medicine is a business. The product, especially for a consultation, is time and expertise. If you cancel the  consultation close enough to the scheduled time that it is impossible to fill the slot, then you have actually used the consultation time, whether or not you actually did the consultation. Therefore you owe for what you used.

Is it normal for a doctor to keep a consultation fee for a consult that never happened?

Answers (2)

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