Cancellation and No Show Policy

Our goal is to provide quality care in a timely manner. In order to do so, we provide reminders in advance of your appointment and have an appointment/cancellation policy. This policy was included in the Consent For Treatment online form each student electronically signed during their first semester at SUNY Geneseo. The cancellation and no-show policies apply to all health and counseling appointments including CCRN, AOD, and psychiatrist appointments. 

Cancellation/No-show Policy for Appointments
We understand that there are times when you must miss an appointment due to emergencies or obligations for work or family. However, when you do not cancel an appointment, you may be preventing another patient from getting much-needed treatment. Conversely, the situation may arise where another patient fails to cancel and we are unable to schedule you for a visit, due to a seemingly “full” appointment book.

Patients who fail to show up for scheduled appointments will receive a no-show fee of $25 charged directly to their student account. This fee is the sole responsibility of the patient.  In the event of an actual emergency and you are unable to cancel your appointment, consideration will be given and a one-time exception may be granted.

How to Cancel or Reschedule Your Appointment
If it is necessary to cancel or reschedule your appointment, we require that you do so at least 2 hours before your appointment time. Appointments are in high demand, and your early cancellation will give another person the possibility to have access to that time slot.

To cancel an appointment:  

  • Log into your SUNY Geneseo Health Portal
    • Click on the link "Schedule an Appointment" or click on "Appointments" located on the left navigation pane. 
    • You will see all your scheduled appointments and can click on the Cancel button to cancel them.
    • Please note that you will not be able to cancel any appointment if it is within 2 hours of the appointment's start time. You will need to call our office to do so.
  • Call our office at 585-245-5736. We are closed daily from 12 to 1 p.m. and Fridays from 9 to 10 a.m.
    • If we are not available, leave a message with the nurse triage answering our after-hour calls. 
  • We CAN NOT accept cancellations, new appointments, or rescheduling of appointments via email or instant message with the health portal. 

Scheduled Appointments
We understand that delays can happen, however, we must try to keep the other patients and providers on time. If you are running late, please notify the office as soon as possible. Please note that we may need to reschedule your appointment.

Nurse 20-Minute Visits: If a patient arrives 5 minutes or more past their appointment time:

  • They will not be able to be seen and will have to reschedule the appointment. 

Routine 20-Minute Provider Visits: If a patient arrives 5 or more minutes past their appointment time:

  • They will not be able to be seen and will have to reschedule the appointment. 

Extended 40-Minute Provider Visits: If a patient arrives 11 or more minutes past their appointment time

  • They will not be able to be seen and will have to reschedule the appointment. 

Please contact us at health@geneseo.edu if you have any questions.