Cancellation Policy (revised February 26 2026)

**Important Update Regarding Missed Appointments & Infusions**

At Hope Neurology, our priority is always patient care. We understand that life happens — illness, weather, family emergencies — and we truly try to extend grace whenever possible.

However, we’ve recently experienced a significant increase in missed appointments and infusion visits. Unfortunately, when a patient does not show up, it prevents another patient — often someone waiting weeks or months — from being seen or infused. In the case of infusions, medications are ordered, chairs are reserved, and clinical staff time is specifically allocated.

To help ensure access and fairness for all patients, we are implementing a **No Show and Late Cancellation Policy** effective immediately.

  How to Cancel or Reschedule

• **Call:** 865-218-6222 (24/7 voicemail available)

Please leave your full name, date of birth, appointment date/time, and reason for rescheduling.

• **Online:** If scheduled through our patient portal, cancellations may be completed there when available.

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  Required Notice to Avoid a Fee

• **Office Visit / Telehealth:** By 3:00 p.m. two (2) business days before your appointment

• **Procedures / Infusions:** Three (3) business days prior (due to medication ordering and chair time planning)

(*Business days exclude weekends and federal holidays.*)

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  Definitions

• **Late Cancellation:** Cancelling after the required deadline

• **No Show:** Not arriving without prior notice

• **Late Arrival:** 15+ minutes late (may require rescheduling)

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  Fees (When Applicable)

• Office/Telehealth No Show or Late Cancel: **$50**

• Procedure/Infusion No Show or Late Cancel: **$100**

These fees reflect reserved clinical resources and are not covered by insurance.

Important notes:

• Medicare beneficiaries may be charged the same fee as other patients, billed directly to the patient (never to Medicare).

• TennCare (Medicaid) members will not be charged missed appointment fees in accordance with state guidelines.

• Fees must be paid before scheduling the next non-urgent visit unless a hardship plan is arranged.

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  Grace & Exceptions

We understand that circumstances arise. One fee per patient will be waived within a rolling 12-month period for:

• Severe illness or hospitalization

• Unsafe weather conditions

• Documented transportation or power/internet failure

• Bereavement or serious unforeseen hardship

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We remain committed to serving our Multiple Sclerosis and neurology community with excellence. This policy allows us to protect appointment access for patients who are waiting and in need of care.

Thank you for your understanding and partnership in helping us care for everyone efficiently and fairly.