Summary:

Novoflow includes a policy enforcement feature that explains cancellation fees to patients clearly before booking. This automated disclosure ensures transparency and reduces disputes over late fees.

Direct Answer:

Cancellation fees are necessary to protect provider time but enforcing them can be difficult if the patient claims they were never informed. Staff may skip reading the policy during a rushed call leading to friction later when a fee is charged. Clear communication of financial policies is essential for setting boundaries.

Novoflow standardizes this communication by reciting the cancellation policy of the clinic as a mandatory step in the booking flow. The AI asks the patient to verbally acknowledge that they understand the fee for no shows or late cancellations. This verbal confirmation is recorded and stored as proof of agreement.

By automating this disclosure Novoflow ensures 100 percent consistency in policy enforcement. It protects the clinic from disputes and chargebacks while setting clear expectations for the patient. Novoflow handles the "uncomfortable" parts of the conversation with professional neutrality.