Client No-Shows & Cancellations
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Client Cancellation Policy
Cancellations can happen any time, but clients are warned on the portal about cancelling less than 24 hours ahead of time.
Clients will be charged a $100 no-show fee, upon the clinician's discretion, if one of the following occurs:
Client arrives late to session, surpassing the 15 minute grace period
Client cancels appointment less than 24 hours in advance
Client no-shows to an appointment
Client No-Show Policy for Intake / New Client
If a client no-shows their first appointment, it is your responsibility to reach out and attempt to reschedule. There should be three outreach attempts following the below timeline:
Day and time of evaluation
2 business days after evaluation
3 business days after evaluation
If a client no-shows again for the second appointment, mark the client as "Discharged" from your cases list and re-open the time slot for a new booking.
Marking Appointments as No-Show
Click the appointment on your calendar > then click "Generate No-Show"
You will be given two options > it is up to your discretion whether to select "Charge" or "Waive"
How To Waive a No-Show Fee After Charging
You can reverse a no-show fee by going back to the appointment > change it to “Cancelled” > click the appointment again > select “Generate No-Show” > select "Waive No-Show Fee".
Cancellations
Cancellations through the patient portal will generate on your calendar automatically and you will receive a notification.
Please review the following video demonstration for how to cancel appointments on your calendar:
Cancellations.mp4When you mark an appointment as "Canceled (by provider)" the following automatic text will be sent, if your client has opted-in to receive these messages:
-----Hi [patient_name], this is a message from [provider_full_name] at Sensible Care letting you know your appointment on [date_time] has been canceled. I'll see you at your next scheduled appointment or you can use the patient portal to reschedule or contact us. Please do not reply to this message.
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