Cancelling?
No problem.

If you can't make your doctor's appointment, you can cancel it, free of charge, any time up to 2 working days beforehand.

 

Cancelling?
No problem.

If you can't make your doctor's appointment, you can cancel it, free of charge, any time up to 2 working days beforehand.

 

Cancelling?
No problem.

If you can't make your doctor's appointment, you can cancel it, free of charge, any time up to 2 working days beforehand.

 

Cancelling?
No problem.

If you can't make your doctor's appointment, you can cancel it, free of charge, any time up to 2 working days beforehand.

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All too frequently, patients book a medical examination or other medical services and then fail to show up, without cancelling. This type of behaviour places additional strain on the health service and creates inconvenience for other patients: cancelling an appointment in good time lets us free up a place for someone else on the waiting list and helps us improve our efficiency. For this reason, for appointments booked from 1 January 2019 onwards, an administrative fine of €35.00 (plus notification fees) will be applied, if they are not cancelled in time.

What services does the fine apply to?

The fine applies to each appointment for specialist outpatient services that are not cancelled in time and according to the correct procedure

The fine applies whenever the patient fails to attend an appointment for specialist outpatient services without cancelling in advance.

In particular, the fine is applicable for the following types of appointment:

  • initial contact appointments (first appointments with specialists and initial diagnostic-instrumental services);
  • subsequent appointments and services (check-ups, subsequent diagnostic-instrumental services, follow-up appointments);
  • initial contact appointments within the ambit of a cycle of treatment (such as rehabilitation services);
  • recommended vaccinations, when booked by the patient.

The fine is not applicable in the event of failure to cancel in the following cases:

  • appointments prescribed with urgent clinical priority;
  • when the appointment is booked less than two working days before the patient is due to attend;
  • in the event that appointments are booked on days when national and/or regional strike action involving Health Authority employees or contracted health personnel is scheduled;
  • appointments booked with freelance practitioners through the national health service;
  • pre- and post-hospitalisation services;
  • subsequent appointments following the initial contact for the purposes of cycles of treatment (note that the patient is not entitled to recuperate the missed appointment if it is not cancelled in accordance with the specified terms and conditions);
  • when the appointment is booked by the Health Authority (for example, compulsory vaccinations, screening programmes...) or at the request of institutional bodies, such as the Court, Prison, etc.;
  • outpatient services provided by the patient's local healthcare authority: substance dependency services (SERD - State Pathological Dependency Service), psychological services, mental health centres, pulmonary services, palliative care services;
  • hospital and regional outpatient psychiatric services, including child and adolescent neuropsychiatry;
  • outpatient services relating to patients undergoing chemo- and radio-therapy;
  • services relating to the treatment of infectious diseases, provided in hospitals and local health clinics;
  • home or telemedicine services
  • Any other area not covered by specialist outpatient services (not identified by the abbreviation "PSA" pursuant to the resolution set out in GP No. 2568 / 1998).

How can I cancel my appointment?

There are several ways to cancel an appointment: by e-mail, by phone or in person at the booking point (CUP desk or department/service) and for some services online. In any case, however, between the appointment and the cancellation there must be at least two working days. Saturday and Sunday are not to be considered as working days and therefor do not count.

Examples:
  • Reserved appointment for Monday:
    last cancellation day is Wednesday of the previous week.
  • Reserved appointment for Tuesday:
    last cancellation day is Thursday of the previous week.
  • Reserved appointment for Wednesday:
    last cancellation day is Friday of the previous week.
  • Reserved appointment for Thursday:
    last cancellation day is Monday.
  • Reserved appointment for Friday:
    last cancellation day is Tuesday.

To help you remember the appointment, a new reminder service has been activated for numerous departments: an automated call reminds you of the appointment one week in advance. It can be confirmed or canceled using the keypad of the telephone.

The cancellation must be made at the booking point where you booked the visit. There are several ways to cancel the appointment:

  • by sending an e-mail to the booking point;
  • by calling the booking point on the telephone;
  • by going in person to the booking point (CUP desk or department/service);
  • online, for certain services, regardless of where you booked them (pre-confirmation code is required)

In all cases you will be given a code number. Keep it for at least 6 months, as it provides proof that you have cancelled your appointment correctly.

How does the fine work?

You will be notified in the event that you have failed to cancel an appointment properly and have 30 days to pay the respective fine

If you fail to cancel the medical examination you have booked by the deadline, the administrative personnel of the respective health centres will notify you of the fine. Users residing in Italy will receive notification of the transgression and the respective fine within 90 days, while those resident abroad will receive notification within 360 days. The payment period will commence from the date of ascertaining the transgression.

The fine, equivalent to €35.00 plus notification fees, must be paid within 30 days of receiving the notification via the pagoPA portal.

Can I appeal when I receive a fine?

Failure to cancel may be justified in certain cases, if you can produce the necessary evidence

The regulation states that, in some cases, failure to cancel may be justified. Should you fall into one of these categories, you have 30 days from the date of notification to present the documentation supporting your claim, using the forms available on the Health Authority's website. The 30 days are calculated from the date of notification of the transgression.

Download the document with all the exceptions

By all means use the form provided to submit the supporting documentation in on of the following ways:

  • by sending a registered letter, with receipt, to the following address: Commissione aziendale di valutazione mancate disdette
    presso Ripartizione aziendale per l’Assistenza Ospedaliera
    Piazza Gries 10
    39100 Bolzano
  • by sending a certified e-mail (PEC) to the this address:
    unterlassene-absage.mancata-disdetta@pec.sabes.it
  • in person at the Alto Adige health authority health centres. For a list of health centres, see www.asdaa.it/it/distretti-sanitari.asp

In each case, it is necessary to attach a copy of your ID document or, if you are unable to go in person, delegate a person of choice by means of a written proxy document complete with a copy of your ID.

The sent documentation will be examined by the three-person Commissione aziendale di valutazione mancate disdette. Within 180 days of submission of the supporting documents, after receiving the commission's recommendation, the administrative manager will:

  • file the records, notifying the user and the Economic and Financial Department of the adjustment of the registered credit;
  • issue notification of the compulsory payment injunction. To this will be added the additional notification fees and the total must be paid within 30 days of reception via the pagoPA portal. In such cases, the user may still appeal in accordance with the terms and conditions set out in the legislation.