Canceling appointments in the Rula provider portal

On some occasions, you may need to cancel an appointment with a client. Whenever possible, we ask that you give at least 24 hours' notice before a cancellation. We ask for 24 hours' notice from clients when they need to cancel appointments with therapists as well. Having the same expectations for therapists and clients builds a foundation for mutual respect and can help smooth any potentially distressing feelings surrounding cancellations.

The following appointments cannot be canceled from within the Rula provider portal:

• pending initial appointments for new clients that Rula is in the process of confirming
• appointments in the past (they will be marked as appointment did not happen)

This article provides a video and step-by-step guide for canceling single and recurring appointments in the Rula provider portal.

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.

This video provides guided steps for canceling single and recurring appointments in the Rula provider portal.

Guided Steps

Canceling single appointments

To cancel a scheduled appointment:

1. Log into the Rula provider portal.
2. On the Schedule tab, click on the appointment you wish to cancel. As a reminder, you can only cancel confirmed, future appointments.
3. Click on the three dots in the top corner for more options.
4. Click Cancel Appointment.
5. A pop-up will appear with several options. The options are different depending on whether you wish to cancel a future initial or follow-up appointment.
   • If this is for a future initial appointment and you select I'm not accepting new clients, Rula will pause new clients automatically.
   • If this is for a future follow-up appointment that is less than 24 hours away, and you select client is not available at this time, you must also select whether you would like to charge or waive the client cancellation fee. If you then select No - charge the cancellation fee, you will receive a message stating that you must first complete the Missed Appointment Note before you can continue with the cancellation.
   • Note: It is vital that you complete the note first or you will not be paid for the no-show.
6. Click Confirm note complete to cancel the appointment.
   • Once an appointment is canceled, you cannot submit a missed appointment note.
7. Once you confirm the note has been signed, the app will begin processing the appointment cancellation. This may take a few seconds to process. Please do not refresh or leave the page until the cancelation is confirmed.
8. A confirmation message with a green checkmark will appear on the screen once the appointment has been canceled. The appointment will also automatically be removed from your calendar.

Note: Whenever an initial appointment is canceled, all automatically booked follow-up appointments between that patient and therapist are also canceled.

Canceling recurring appointments

Once you have clicked Cancel appointment on a session that is part of a recurrence, a message will appear asking if you would also like to cancel all future appointments in the series.

1. Select whether you would like to cancel the single appointment or the entire series.
2. Choose a cancellation reason.
3. Click Yes to save.

Note: Canceling an appointment triggers an email to the client. They will only receive one email, regardless of whether a single appointment or a whole series is canceled.

Marking appointments that did not occur

If a past appointment was not held nor canceled by the client or Rula Support, you should fill out a Missed Appointment Note and then mark the appointment to indicate it did not happen. To do so:

1. Click on the past appointment that did not happen.
2. Click the three dots to view more options.
3. Click Appointment did not happen.
4. Select and confirm the reason for cancellation:
   • Note: Only select EHR/teleconferencing did not work if persistent technical issues prevented the appointment from occurring. As a reminder, conducting the appointment over the phone is a viable alternative if video conferencing is not an option.
5. This will take you to a Missed Appointment Note, which must also be completed.
6. Once completed, click Sign Note. 
7. You will be asked to confirm with your electronic signature of the note. Click Sign and Submit Note to submit.
   
    
8. Once complete, you will see a message confirming the note was signed and the action taken depending on if the appointment was canceled late or if the patient did not show up. 
   

Viewing Canceled Appointments

Your calendars now show non-canceled events. If you'd like to view canceled appointments, simply select the checkbox labeled Show canceled appointments, located on the top right of the Schedule page.

Once selected, your canceled appointments will appear on your schedule as grey blocks with a strikethrough.