Client outreach and no-shows

This article provides video and step-by-step guidance for what therapists should do when their clients are late or do not show up for scheduled appointments.

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 defines late cancellations versus client no-shows, explains how therapists must document client outreach attempts on Missed Appointment Notes, and reviews Rula's cancellation policy.

Defining late clients and no-shows

Rula has developed a late-cancel and no-show policy for clients that we ask all therapists to apply consistently.

Late cancellation

If the client cancels a scheduled session with less than 24 hours' notice or arrives more than 15 minutes after the appointment start time, they are considered a late cancellation.

No-shows

If the client does not show up for the appointment and did not attempt to reach out to their therapist or Rula Support beforehand, then they are considered a no-show.

In either case, the client will be charged for that session. In order for the therapist to be paid for that time, you must make a note of your client outreach attempts and create and sign a Missed Appointment Note.

Documenting outreach attempts

Therapists will be required to take the following steps when a client is not present at the start of a scheduled appointment:

  • At three minutes after the scheduled start time: Resend the session link to the client via email.
  • At five minutes after the scheduled start time: Call the client.
  • After 15 minutes: Consider the client a no-show.

Once you’ve determined that the client is a no-show, there are two things you’ll need to do:

  1. Complete a Missed Appointment note to document the outreach attempts
  2. Mark the client as a no-show on your calendar

Guided steps

Complete a Missed Appointment note

  1. Log into the EHR
  2. Find the scheduled appointment for that client on your dashboard and double-click it
  3. Next to the template field, click the down arrow and select Missed Appointment Note
  4. Complete all yellow fields under the Note tab
  5. Select a Missed Appointment category, either No-show or Late cancellation
  6. Under this, include a full description of your outreach attempts to the client
  7. Select whether or not to charge the client
  8. Type in your name and record the current date and time
  9. Click Sign and sign the note
  10. Click Sign again and sign the charge slip

Example complete Missed Appointment Note

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Mark the client as a no-show on your calendar

Now, you must cancel the appointment and indicate that the client did not show.

  1. Log into the Rula provider portal
  2. Stay on the Schedule tab.
  3. Find the appointment on your calendar for that client and click it
  4. Click the three dots and select Cancel appointment
  5. A pop-up box will appear; select whether to just cancel this event (appointment) or all events in that series
  6. Choose a cancellation reason from the drop-down selection
  7. Choose whether to charge the client or not
  8. Click confirm note complete to indicate you have first completed and signed the Missed Appointment Note
  9. You'll see a confirmation message at the top of the screen once your appointment has been cancelled

Example provider portal appointment cancellation pop-up box

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