Ensuring reliable and efficient transportation for all our clients is a top priority at cardiagnostictool.store. To maintain the quality of our Care Van Program, it’s important to understand our policy regarding no-shows and late cancellations. A no-show occurs when a scheduled trip is disrupted due to various customer actions or inactions. This includes late cancellations, forgetting to cancel a trip, declining an on-time trip at the door, or not being available for pick-up at the scheduled time. Specifically, cancellations made less than 2 hours before the scheduled pick-up window are considered late cancellations and are treated as no-shows.
Consequences of No-Shows and Late Cancellations: Service Suspension Policy
Excessive no-shows and late cancellations can unfortunately lead to a temporary suspension of service. To ensure fair access to our care van program for everyone, customers who exceed a threshold of 15% of their scheduled trips resulting in no-shows within a calendar month will be subject to service suspension. This policy is in place to ensure that resources are used effectively and that service disruptions are minimized for all users of our specialized transportation.
Service Suspension Periods
To address repeated instances of no-shows and late cancellations, we have implemented a progressive service suspension schedule. This schedule is based on violations occurring within a rolling 12-month period, with service suspensions resetting after one year. The suspension periods are as follows:
- 1st Violation: A Letter of Warning will be issued to inform the customer about the policy and the impact of no-shows.
- 2nd Violation: A 7-Day Suspension of Service will be implemented.
- 3rd Violation: A 14-Day Suspension of Service will be implemented.
- All Subsequent Violations: Each subsequent violation will result in an additional 14-day suspension of service.
No-Show and Late Cancellation Notifications
To keep our customers informed, GRTC will notify you after each no-show or late cancellation incident. This notification is delivered via an automated voice message through our Integrated Voice Response (IVR) system. The message will provide essential details about the incident and outline any necessary next steps or actions you may need to take.
Exceptions for No-Shows Beyond Your Control
We understand that unforeseen circumstances can sometimes lead to unavoidable cancellations. Customers will not be held responsible for no-shows or late cancellations if the care van arrived late for the scheduled pick-up or due to situations genuinely beyond their control. These situations include sudden personal or family emergencies, sudden illness, or extreme weather conditions that make travel unsafe.
If a no-show or late cancellation occurs due to circumstances beyond your control, it is crucial to inform GRTC as soon as possible. Please contact us at (804) 358-3871, extension 434, to report the situation and ensure it is properly documented.
Notice of Suspension and Appeal Process
In the event that a customer exceeds the no-show threshold and becomes subject to service suspension, a formal written notification will be provided. This suspension letter will detail each late cancellation and/or no-show incident that contributed to the suspension, clearly state the dates the service suspension will begin and end, and provide comprehensive guidance on how to dispute or appeal the suspension decision if you believe it is unwarranted.
Customers will receive a thirty (30) day advance notice prior to the commencement of any service suspension. Importantly, Specialized Transportation services will continue to be provided throughout the duration of any appeal process, ensuring continued access to essential transportation while your appeal is being reviewed.
