I have had the most unpleasant experience this morning prior to what would be our first appointment. I called in an attempt to reschedule the appointment (called at 09:30 for a 14:30 appointment). Explained to reception that I would like to reschedule as babysitter had cancelled (for my 2 other children, appointment was for my son) and I wasn’t sure if it would be appropriate to bring them along as one of them is sick. She did not want to entertain any conversation about rescheduling. She just kept repeating that I would be invoiced for the appointment and I could write to the practice manager to discuss payment. My issue is this: I understand there is a 24 hour cancellation policy but I am trying to be responsible and not take the sick child. While I appreciate this is not an onus of Western Kids, things happen, especially when there are children involved. I am concerned that: - There was no discussion at all regarding rescheduling of the appointment, regardless of whether I needed to pay for the original appointment - Complete disregard for the fact that one of the children attending is ill ( Lucy said that was ok, bring them) - Horrendous customer service which makes me uneasy about the service as a whole