Canceling vs Rescheduling in your EHR

A clinician should mark a session as “canceled” when:

• A client asks to cancel a session and does so in advance of your cancelation deadline

• A client asks to reschedule a session, but they aren’t able to reschedule in the same week as the original session

• The Clinician asks to reschedule: due to emergency, illness, a conflict, etc. EVEN IF they are able to get the client in to reschedule on the same week as the original appt, still mark as a cancelation. We want to track how often clinicians are canceling on clients, as a high rate interferes with continuity of care and can make clients feel devalued– which interferes with the therapeutic relationship.

A clinician should simply move the appointment when:

• A client asks to reschedule a session and they ARE able to reschedule in the same week as the original appt, the clinician should move the appointment to a different day/time. This would not count towards the cancellation rate because there is no lost revenue.