Late cancellations, no-shows, and patients running late

Patients are informed of Rula’s cancellation policy when they join the platform and via appointment reminder emails. Providers must follow these steps to ensure proper billing, documentation, and communication. This step-by-step guide covers the cancellation fee, required missed appointment notes, handling late cancellations and no-shows, and best practices for scheduling.

Video demonstration

Note: We're now Rula! You may still hear Path in our videos from time to time and we appreciate your patience while we continue to update our content to align with our new name. Additionally, this video only applies to telehealth and not in-person appointments.

The video provides guidelines for handling late appointment cancellations, patient no-shows, and patients running late for appointments.

Cancellation Fee

When you need to cancel or reschedule an appointment, please choose the option that best fits the situation:

• Patient Canceled, No Show, Charge:
  • When to use: If the patient misses the appointment or cancels less than 24 hours before the scheduled time. A no-show is defined as arriving more than 15 minutes late to an initial visit or 10 minutes late to a follow-up visit.
  • Fee Applied: A no-show fee will be charged (refer to the Cancellation Fee details below).
• Patient Canceled, No Show, No Charge:
  • When to use: If the patient cancels within the allowed timeframe (24 hours' notice) or if you, as the provider, choose to waive the fee.
• Provider Canceled, No Charge:
  • When to use: If you cancel the appointment. No fee will be applied to the patient in these cases.
• Provider No Show:
  • When to use: If you do not join the appointment as scheduled without prior notice.
  • What it means: If you are not present within 10–15 minutes of the scheduled start, you are considered a provider no-show. The patient will not be charged a fee, and steps will be taken promptly to resolve the situation.
• Cancellation Fee Details:
  • For cancellations requested less than 24 hours before the appointment, the patient is charged $99.
  • No fee is applied if the cancellation is made more than 24 hours before the appointment.
• Patient Notifications:
  • The EHR does not automatically notify patients when their appointment is canceled.
  • Providers are encouraged to send an email or call the patient to inform them about the cancellation or rescheduling.
  • Telehealth Appointments: Telehealth links are tied to specific appointments and will be invalidated if appointments are deleted or moved.

Handling No-Shows & Patients Running Late 

A no-show occurs when a patient does not attend an appointment without prior notification. Specifically, a no-show is defined as when a patient arrives more than 15 minutes late to an initial visit or 10 minutes late to a follow-up visit.

• Waiting Period:
  • Initial Visits: Wait for 15 minutes.
  • Follow-Up Visits: Wait for 10 minutes.
    
    
• Patient Contact:
  • Resend the telehealth link after 3 minutes.
  • Call the patient after 5 minutes.
    
    
• If the Patient Does Not Join:
  • Log off.
  • Complete a Missed Appointment Note.
  • Cancel the appointment in the EHR.
    
    
• Missed Appointment Note for No-Shows
  • Please review section Missed Appointment Notes below

Before Canceling an Appointment

Before canceling, you must complete a missed appointment note. This ensures that the patient is appropriately charged for a no-show or late cancellation. 

Missed Appointment Notes

These notes are required when:

• A patient cancels less than 24 hours before the appointment.
• A patient arrives more than 15 minutes late (for initial visits) or 10 minutes late (for follow-up visits).
• A patient does not show up for the appointment.

Steps to Complete:

1. Log into the EHR: Double-click the appointment to create a note.
2. Select the Template: Choose the “Missed Appointment Note” template.
3. Complete Required Fields:
   1. Type of missed appointment (e.g., no-show or late cancel).
   2. Documentation of outreach attempts.
   3. Charge or no-charge option (include a reason for no charge if applicable).
4. Sign the Note: Use the designated password (e.g., 1234) to sign.
5. Complete the Charge Slip: Ensure it is tied to the note.

Rescheduling and Canceling Appointments

Rescheduling Appointments

1. Cancel the original appointment in the EHR.
2. Select “New Appointment” for the rescheduled date and time.
3. Confirm that the correct patient and appointment type are selected.

Canceling Appointments

1. Navigate to the EHR scheduler and select the appointment.
2. Click Cancel (do not delete).
3. Choose the appropriate cancellation reason (e.g., “Patient Canceled, No Charge”).
4. The appointment will be removed from the calendar.

Undoing a Cancellation

1. Go to the scheduler and click the list icon.
2. Filter by the appointment date.
3. Uncheck the cancellation box to reinstate the appointment.

Follow-Up Appointment Scheduling

1. Log into the EHR and navigate to the Scheduler.
2. Select an available follow-up hold (indicated in purple).
3. Click “New Appointment” and search for the patient.
4. Verify patient details (name and DOB).
5. Select “Follow-Up Psych” as the appointment type.
6. Review and confirm appointment details.
7. Click Save to add the appointment to your calendar.

Best Practices for Scheduling and Missed Appointments

• Monitor Your Calendar: Regularly check for changes or cancellations.
• Schedule follow-up appointments promptly to maintain patient engagement.
• Keep your availability current for new patient bookings.
• Document Thoroughly: Record all cancellations, no-shows, and patient outreach to ensure accurate records and billing.

By following this guide and referring to the video, you help maintain a smooth scheduling process, ensure proper billing, and uphold high standards of patient communication. If you have any questions or need further assistance with these procedures, please contact our Support Team.

Updated February 28, 2025 17:46