📆Provider Cancellations and Rescheduling

This section outlines policies for managing cancellations, reschedules, and emergencies to ensure clear communication, proper documentation, and continuity of patient care.

At Berry Street, you manage your own calendar and are responsible for maintaining timely, transparent scheduling. This policy outlines how to plan leaves, adjust availability, and ensure continuity of care. While occasional cancellations or reschedules may occur, it’s important to remember this is your business—patients respond best and are more likely to rebook when communication comes directly from you. Consistent communication and reliability strengthen patient trust, retention, and your priority for new bookings. Our system monitors the frequency of cancellations and reschedules. Providers who demonstrate consistent availability are prioritized for new bookings. Frequent cancellations, particularly of initial appointments, negatively affect patient retention and experience, and may also reduce the number of patients Berry Street schedules on your calendar.

👉 This section covers:

• Initial Appointment Provider cancellation and rescheduling

• Follow-Up Appointment Provider cancellation and rescheduling

• Documentation of cancelled and rescheduled appointments

• What is an Emergency?

• Late Cancellation & Fee Confirmation

Initial Appointments

Berry Street–Sourced Initial Appointments:

• Managed by Berry Street to ensure a positive first experience for patients. If you need to cancel or transfer one of these appointments, email [email protected] with the client ID and the reason for the cancellation or transfer.

Provider-Sourced Initial Appointments:

• Managed by you, the provider. You are responsible for contacting and rescheduling your patients directly.

Follow-Up Appointments

All follow-up appointments are your responsibility to manage:

• Reach out to your patients directly by in app chat, phone or email to cancel or reschedule.

• Ensure to take action on the appointment on your Healthie calendar - mark as rescheduled or cancelled, along with leaving a documented note in the appointment as indicated below.

  • Directions here

• Berry Street staff will assist only in emergencies if you are unable to reach your patients.

Documentation

You may add notes to the patient's session with any pertinent details about cancellations or reschedules if additional context is helpful. Enter this information in the patient's session notes in your Berry Street Healthie calendar under the appointment in question.

• Directions here

What is an Emergency?

An emergency is defined as a sudden, urgent, or unexpected situation that prevents you from reasonably contacting your patients (e.g., hospitalization, family crisis, severe illness). In these instances, Berry Street staff will step in to ensure your patients are contacted and supported.

Late Cancellation & Fee Confirmation

Provider-Initiated Cancellations: If you cancel or reschedule an appointment with less than 24 hours notice, you will receive an email with a link to select how to handle the cancellation fee. Choose the option that best fits the situation:

• Charge Patient - You will be paid, the patient pays the cancellation fee

• Waive Fee - No payment for you, no charge for the patient (use when canceling due to your own schedule changes, illness, etc.)

• One-Time Courtesy Waiver - You get paid, patient isn't charged. Recommended for new patients to support retention. Limited to one use per patient.

Your fee selection is automatically documented in the system.

Patient-Initiated Cancellations: If a patient cancels within 24 hours of the appointment, our system will email you asking for confirmation on whether the late cancellation fee should be charged or waived, as patients sometimes reach out directly to providers outside the system.