Cancellation and No-Show Policy

At Dr. Randall Mercier M.D., we value your time and the time of other patients. This policy helps us serve all patients effectively.

Appointment Cancellations

24-Hour Notice Required

We require at least 24 hours advance notice if you need to cancel or reschedule your appointment.

To cancel or reschedule:

  • Call our office: 910-692-0873 during business hours
  • Leave a voicemail: If calling after hours, leave a detailed message

How to Cancel

Accepted Methods:

  • Phone call to our office
  • Voicemail message (must be left at least 24 hours before appointment)

Not Accepted:

  • Email cancellations
  • Text messages
  • Website messages

We cannot guarantee that cancellations made by email or text will be received in time.

Late Cancellation Fees

$25 Late Cancellation Fee

If you cancel your appointment with less than 24 hours notice, a $25 cancellation fee may be charged to your account.

This fee applies when:

  • You cancel with less than 24 hours notice
  • You fail to appear for your scheduled appointment (no-show)
  • You arrive more than 15 minutes late and cannot be accommodated

Why This Policy?

When appointments are cancelled with short notice or patients don't show up:

  • That appointment time could have been given to another patient in need
  • Our healthcare providers and staff have prepared for your visit
  • It reduces our ability to serve other patients efficiently

No-Show Policy

What is a No-Show?

A no-show occurs when you:

  • Miss your appointment without calling to cancel
  • Arrive more than 15 minutes late (and cannot be accommodated)
  • Cancel on the day of your appointment with less than 24 hours notice

No-Show Consequences

First No-Show:

  • $25 fee charged to your account
  • Verbal reminder of our cancellation policy

Second No-Show:

  • $25 fee charged to your account
  • Written notice of our cancellation policy

Third No-Show (within 12 months):

  • $25 fee charged to your account
  • May result in dismissal from our practice
  • Will receive written notification with 30 days to find alternative care

Exceptions

We understand that emergencies and unforeseen circumstances occur. Exceptions to this policy may be made at our discretion for:

  • Medical emergencies (hospitalization, serious illness)
  • Severe weather conditions
  • Family emergencies
  • Other extraordinary circumstances

Please contact our office to discuss your situation.

Late Arrivals

15-Minute Grace Period

If you arrive more than 15 minutes late for your appointment:

  • We may not be able to see you
  • You may need to reschedule
  • This may be considered a late cancellation ($25 fee)

We recommend arriving 10-15 minutes early to:

  • Complete any necessary paperwork
  • Update your information
  • Ensure you're seen at your scheduled time

Payment of Fees

When Fees Are Charged

  • Cancellation and no-show fees will be added to your patient account
  • You will receive a statement showing the fee
  • Fees must be paid before scheduling future appointments

How to Pay

  • Payment can be made at your next visit
  • Call our office to pay by phone
  • Mail a check to our office address

Insurance Coverage

Most insurance plans do not cover cancellation or no-show fees. These fees are your responsibility and must be paid out-of-pocket.

How to Avoid Fees

Follow these simple steps:

  1. Mark your calendar when you schedule your appointment
  2. Set a reminder on your phone or calendar
  3. Call to cancel as soon as you know you can't make it
  4. Give 24 hours notice whenever possible
  5. Arrive on time for your scheduled appointment

Special Circumstances

New Patients

New patient appointments require extra time and preparation. Please provide at least 48 hours notice if you need to cancel a new patient appointment.

Procedures or Extended Appointments

Appointments for procedures or extended visits may require longer notice periods. Our staff will inform you of specific requirements when scheduling.

Consecutive No-Shows

Multiple no-shows or late cancellations may result in requiring prepayment for future appointments or dismissal from our practice.

Waiver Requests

If you believe your situation warrants an exception to this policy, please:

  1. Contact our office manager
  2. Explain your circumstances in writing
  3. Provide any relevant documentation

We will review your request and respond within 5 business days.

Questions

If you have questions about this policy, please contact our office at:

Dr. Randall Mercier M.D. 630 South Bennett Street Southern Pines, NC 28387 Phone: 910-692-0873

Office Hours: Mon, Tue, Thu: 8:30 AM - 5:00 PM Wed, Fri: 8:30 AM - 1:00 PM

Thank you for respecting our time and the time of other patients. We appreciate your cooperation with this policy.

This policy is effective as of January 11, 2026 and may be updated as needed.