Missed Visit Overview

A visit may be missed due to caregiver or clinician cancellation.  

• If the missed visit is rescheduled for another day in the same week, the clinician can simply move the visit to the rescheduled day in the service calendar of the patient’s chart in MatrixCare (see Clinician Resources -> MatrixCare -> MatrixCare Basics for more info on how to do this). 

• If the visit is missed and cannot be made up within the same week, the clinician completes the following documentation in MatrixCare and creates a new visit using the PRN order in the week that the visit is made up:

  • Visit Type: Missed Visit (visit type can be changed from revisit to missed visit on the administrative page once the note has been opened)

  • Visit Note: Follow Up Non Visit Note

  • Service code: ST/OT/PT Non Billable

• • • The clinician will document the following in the note:

• Who canceled the visit and why

• The clinician offered a make- up visit or a substitute clinician

You are required to offer a makeup visit in the event that a visit is canceled for any reason.  You may also offer a substitute clinician. If a family would like a substitute visit, connect with your Clinical Team/teams in your region first, if a sub is not found, then contact your RCM.  They will send out an email to the team to help find a substitute.  You may also try to connect with therapists in your region via GLIP.  If the family declines a makeup visit or a substitute therapist, this must be documented in the missed visit note. 

• IMPORTANT: please notify Nursing if a child has missed > 2 weeks of therapy by filling out the Google Form found in Spreading Solace every Monday!