🗓️Patient No-Show/Late Cancellation Policy & Templates
This section outlines Berry Street’s policies for documenting and managing no-shows and late cancellations, including communication steps and fee guidelines.
Berry Street offers a 24-hour booking flow—you’ll never be scheduled with a patient on less than 24 hours’ notice.
👉 This section covers:
Patient No Show and Late Cancellation Policies
All Berry Street patients are required to review and sign Berry Street’s Terms and Conditions:
HIPAA Notice of Privacy Practices: Explains how Berry Street uses and protects your health information, your privacy rights, and how to exercise them.
Cancellations & Reschedules: Outlines Berry Street’s 24-hour cancellation policy and associated $75.00 late change and no-show fees.
If you are 15+ minutes late without notice, it will be considered a no-show and you will be charged the full visit fee. Your provider may choose to hold a shorter session at their discretion.
Telehealth Services: Describes the use of secure transcription for telehealth sessions to support accurate care and recordkeeping.
Payment Authorization: Authorizes Berry Street to charge your card on file for services and notifies you of any fee changes in advance.
Financial Responsibility: Details your obligation to verify insurance coverage, pay any costs not covered by insurance, and settle outstanding balances.
What to Do When a Patient No-Shows or Late Cancels
Berry Street maintains 24 hour and $75.00 late-cancellation/no-show policies for both Provider-Sourced insurance based and Berry Street-Sourced patients to support your practice growth. As the policy evolves we’ll provide ample notice of any changes.
When a Patient is late
At 5 minutes past start time: Send a quick reminder via call or text, or message through your professional email or Healthie chat.
At 15+ minutes late: You decide whether to
hold a shorter session, or
reschedule the appointment.
If a Patient Cancels or Reschedules
Direct them to self-serve: Encourage patients to use the reschedule/cancel links included in their appointment emails or texts.
Manual updates: You may also adjust the appointment on the patient’s behalf in the system.
Within 24 hours: If the change is made within the 24-hour policy window, you’ll be able to select how to proceed with the patient's charge in your Provider Portal Fee Decisions tab.
If a Patient No-Shows
Mark the appointment as “No-Show.” You will be responsible for charging the patient in your Fee Decisions tab - if you do not make the decision within 24 hours, we will automatically charge the patient.
Patient Issues or Complaints
Direct patients with billing or policy concerns to [email protected].
*Note: Providers are compensated their standard rate for Berry Street sourced no-show/late cancelation when the fee is not waived by the provider. See Refund and Waiver Guidelines.
No-Show or Late Cancellation Charging Process
Providers can now manage fee decisions for late cancellations, late reschedules, and no-shows directly within the Provider Portal.
Process Overview
When an appointment is impacted by a late change or no-show, a Fee Decision will appear in your portal within 15 minutes.
Action Required: You must submit a decision for every impacted appointment.
Deadline: Decisions must be submitted within 24 hours of the scheduled appointment time.
Default Action: If no decision is submitted within the 24-hour window, the system will automatically charge the patient per Berry Street policy.
Patient Repeat Late Cancellations / No-Shows
If a current Berry Street sourced patient repeatedly cancels late or no-shows and you prefer not to reschedule, email [email protected] with the patient ID.
For patients you haven’t met (initial appointments only), inform the team via email.
For patients you have met with providers are expected to address attendance or scheduling concerns directly with patients they have already met with and discuss whether the patient is able to commit to care. Often, a kind and thoughtful conversation can clarify expectations and support better engagement. If scheduling challenges persist, transferring the patient’s care may be more appropriate than discharging the patient altogether.
📧 Use the Email Template to address repeat no-shows or cancellations—feel free to personalize it.
Resource: Navigating Difficult Conversations
Refund and Waiver Guidelines
Refunds vs. Waiving Fees:
Berry Street–Sourced Patients: A one-time refund may be issued for no-show or late cancellation fees after the patient attends their rescheduled appointment.
Provider-Sourced Patients: Refunds are not managed by Berry Street. If you choose to refund, you will not be compensated. We do not offer a one time courtesy waiver for provider sourced patients.
No automatic waivers: Fees are not waived for rescheduling alone; patients must attend the new appointment and contact [email protected] to request a refund.
Provider Waivers: You may waive a fee, but you will not be paid for that appointment. Once waived, the fee cannot be reinstated if the patient does not reschedule.
Addressing Payment Disputes and Outstanding Balances
When a Provider-Sourced Patient Files a Chargeback
If Berry Street notifies you that a chargeback has been filed by a patient, you’ll receive a message similar to the following:
“A patient has filed a chargeback with their credit card company. The credit card company has reversed the payment, and Stripe has deducted $75.00 from your account. This is not something we can control, but we’re here to support you through the process.”
You typically have 7–14 days to respond. You can:
✅ Accept the chargeback
💬 Contact the patient to discuss and resolve the issue
📝 Submit evidence to dispute the chargeback
You may pause sessions with the patient until the issue is resolved.
Example email template here.
When a Patient Has Insufficient Funds
If a patient owes late-cancellation or no-show fees and hasn’t updated their billing information, you may decline to schedule further sessions until payment is received.
Example email template here.
Appointment Time Changes & Patient Consent
At Berry Street, we aim to create an experience that feels respectful, predictable, and supportive for every patient. Providers may not change or reschedule a patient’s appointment time without the patient’s clear verbal or written consent.If a patient books a time that does not work for you:
Contact the patient first (via approved communication channels) to agree on a new time
Do not move the appointment to a different time without their confirmation
Why this matters (patient perspective):
Patients rely on the time they selected and may have work, caregiving, or other appointments scheduled around it
Even small time changes can create significant disruptions
Patients can only reschedule within the availability you provide and may not be able to accommodate last-minute provider-driven changes
If you cannot accommodate the original time:
Cancel the appointment and coordinate with the patient to choose a new time that works for both of you
Avoid assigning a new time the patient has not agreed to
This approach helps maintain trust, reduces confusion, and supports a positive provider-patient relationship. Thank you for helping us uphold this standard.
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