If a patient cancels a session with more than 24 hours notice, we do not charge the patient a fee and the RD is not compensated for the session. Patients should typically cancel their appointment in the Nourish Portal and RDs should direct patients there. However, if the RD prefers, the RD can also cancel the patient’s appointment by updating the status of the appointment to “Cancelled” and writing a note explaining the reason for canceling the session.

Appointments should only be deleted from Healthie if a patient and provider agree that a patient cannot attend one number in a series of recurring appointments in advance, if a patient cancels and schedules again in the same week, or if a patient wants to cancel all future appointments, in which case the RD should cancel the first and delete the rest. If a patient has recurring appointments and no shows or cancel an appointment without further communication, the RD can cancel their future appointments (cancelling the first and deleting the rest). The RD will then e-mail the patient to notify them that their upcoming appointments are cancelled until further notice.

Patients should typically reschedule their appointment in the Nourish Portal and RDs should direct patients there. If a patient reschedules a session with more than 24 hours notice, we do not charge the patient a fee and the RD is not compensated for the session. As with cancellations, the RD can also reschedule the appointment by moving the appointment to the new date & time within Healthie (We do not use the “reschedule” status feature in Healthie). To reschedule an appointment manually, move the appointment to the new date and time through drag and drop or selecting the pencil “edit” icon.

• If a patient asks to reschedule within 24 hours of an appointment start time (i.e. a late cancel or no show) and the RD agrees to find time and not charge the fee, the appointment should be moved directly to the new agreed upon slot (not marked as a no show). The RD also always has the option to move the appointment and not mark it as a no show (completely at their discretion, if they want to avoid the no show fee for the patient). Please mark the appointment as a no-show if you have not heard from the patient within the same day.

If a patient cancels a session with less than 24 hours notice we charge the patient a No Show Fee and the RD is compensated at their full session rate, as long as they choose not to waive the fee. There is only one status in late cancellations or no shows — it’s “No Show.” It is considered a late cancel only if the patient contacts the RD within 24 hours of the appointment.

If the patient contacts the RD to cancel the appointment outside 24 hours, regardless of if seen by the RD outside 24 hours or not, the RD will need to update the status of the appointment to “Cancelled” and write a note (on the calendar entry / appointment) including the date and time of the communication explaining, to the best of the RD’s knowledge, the reason for canceling the session.

If the patient cancels the session by contacting the customer experience team, a CX associate will update the status of the appointment to “No Show” and will write a note including the date and time of the communication explaining the patient disclosed reason for canceling the session.

If a provider has to move an appointment, it should always be marked as cancelled, even if it’s within 24 hours.

We expect RDs to wait for at least 15 minutes before they close out of the video session and change the status to a “No-Show.” See below for guidance on how to reach out to a patient that is late:

• 5 minutes after session begins:

  • Reach out to patient via email and/or phone (using *67 to hide your number), if patient doesn’t answer, please leave voicemail encouraging them to contact you via email

• 15 minutes after session begins:

  • Close out of video session but monitor email for response to earlier communication

• Please remember to document a reason for marking an appointment as a no show (e.g., "Provider contacted patient via phone at 5:05pm EST and left a voicemail reminding them of the session. Provider stayed on the call until 5:15pm PST, patient did not login.")

“No-Show” appointments are charged at a rate of $75. Providers are compensated at their full session rate for any No-Show appointments.

• All charged no show fees will be paid at an RD’s full session rate

• RDs will decide if they want to charge for a late cancel / no-show or not by selecting whether or not the patient is charged directly within appointment in the Provider Portal

• For any stated reason, RDs can decide at their discretion to charge the patient the fee, reschedule the appointment to any other time (and it will not affect your performance metrics ), or not charge the fee. If you waive the no show fee, you will not be paid for the no show. Payment will be based on no-shows with an attempted charge, not collection of the fee (for example, Nourish will eat the cost if the patient’s credit card bounces)

• Examples of circumstances that might lead to waiving the fee are listed below:

  • Medical emergencies requiring ER or urgent care visits during the session

  • Sudden death of close member of the family

  • Event that prevents attendance such as a traffic accident just before session

• Late cancellations / no-shows marked by Nourish support (e.g. referral issues) will be paid at an RD’s full session rate

• Remember to confirm appointments with patients at the appointment prior, and ensure they know they can adjust reminder settings within their Nourish Patient Portal!

In the event that you would like to waive the no show fee after it has already been charged, you can request a refund for your patient. To do this, navigate to the patient's profile in your Provider Portal. Under appointments, select the 'didn't occur' tab. Open the status in the no-show appointment and click the form link to submit a refund request. 

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