Pleas read this in its entirety.
There seems to be ongoing confusion regarding cancellations and rescheduling. Please see the various situations below for proper procedure:
Clarification/Updates on Policies (with the end of the year coming, we are updating our policies. Please inform clients of this policy change, and that they will be receiving an updated consent form in the coming days).
Clients have ONE day to respond to rescheduling offers.
Rescheduling MUST be within BUSINESS 2 days of the scheduled appointment. This is to avoid having 2 appointments in close proximity to each other.
EX: Appointments on Monday must be rescheduled by Wednesday
EX: Appointments on Friday must be rescheduled by Tuesday.
You are never expected to offer a time to reschedule for a client.
Client Informs of Need to Reschedule Ahead of Time:
If you have availability, offer the client the options and ask that they reply within 1 day (assuming this isn't happening during a session).
If the time works for the client, DO NOT mark the appointment as cancelled/no-show, simply move the appointment on the calendar.
If the client does NOT respond to the message or the time does not work for them, use these guidelines to determine how to mark the appointment:
Before the 2-day cancellation window: Mark the appointment as canceled – no fee.
Within 2 days or same day: Mark as "late cancel – fee" (unless the client is eligible for a free late cancel, it was an EMERGENCY* or is Medicaid).
If you do NOT have availability, inform client of this, and mark the appointment status as indicated in the previous bullet points.
Client No-Shows:
If you have availability, offer the client the options and ask that they reply within 1 day.
If the time works for the client, DO NOT mark the appointment as cancelled/no-show, simply move the appointment on the calendar.
If the client does NOT respond to the message or the time does not work for them, mark the appointment as "no show-fee" (unless the client is eligible for a free late cancel, it was an EMERGENCY* or is Medicaid).
If you do NOT have availability, inform client of this, and mark the appointment status as indicated in the previous bullet point.
**** NOTE: Emergencies are limited to critical, unavoidable situations. Common reasons like being called into work, stuck at work, traffic delays, or minor illness are not considered emergencies. Providers have discretion to waive fees for non-emergencies, but will forgo payment for the missed session if a fee is waived. ****
Please let me know if you have any questions about this or about the new rescheduling rules.
Please comment below that you have read this update.