Missed Appts

Purpose of SOP

The purpose of this SOP is to provide guidance on how to manage DNAs for patients and how therapists should invoice for DNAs. 

Appointment Categories 

Cancellation/Reschedule: This is when a patient has let us know more than 24 hours in advance that they are unable to make a session. 

Patients: This will make no difference to the number of appointments offered to patients. They can have as many cancellations/reschedules as they like across their treatment timetable. 

Therapists: Therapists should not charge us for this session. 

Late Cancellation: This is when a patient has let us know before the session but within 24 hours (e.g. told us at 11am they won’t make the 3pm session). This should be marked on Juvonno as a late cancellation. 

Patients: This will count as one of the 12 sessions that a patient is eligible for as part of their treatment. This will only not be the case if they rearrange the session for within 24 hours of the original appointment time. 

Therapists: therapists can charge us for a no show on these sessions. The only occasion when they shouldn’t charge is if the session gets rescheduled for within 24 hours (e.g. if that 3pm session is pushed to 5pm - they can only charge for one session per 24 hour period) 

No Show: This is when a patient just doesn’t turn up with no warning/explanation. This should be marked as ‘No Show’ on Juvonno. 

Patients: This will count as one of the 12 sessions that a patient is eligible for as part of their treatment. 

Therapists: Therapists should charge us a no fee for these patients and they should be marked as no shows. 

Therapist Cancellation: If a therapist cancels within 24 hours of a session, they cannot charge us for that session. It will not count as one of the patient's 12 sessions. 

Patient Management 

Session Count: All late cancellations and no shows should be counted in the 12 sessions that a patient has. For example, if a patient no shows twice over their course of treatment they would only be able to have 10 sessions (plus the 2 no shows).

Exceptions: There is some flexibility in this policy. If a patient has an emergency or is struggling with anxiety around attendance, we can be flexible with counting the session. 

Reaching Out: If we get a young person no showing twice in a row, we should reach out to them and try to find out why this might be (e.g. is it anxiety or is it that they were signed up by a parent and don’t actually want services etc). 

iCBT Offer: All repeat no-show patients should be offered iCBT as an alternative if they are struggling with the idea of 1:1 therapy. They would be eligible to return to 1:1 therapy at any point that they are ready. 

OFFERING APPOINTMENT WITH LESS THAN 24  HOURS NOTICE? Check that the therapist is happy to see them.