📆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 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.
Fee Decisions for Late Cancellations, Late Reschedules, and No-Shows
Overview
The Provider Portal includes a Fee Decisions workflow for all appointments impacted by late cancellations, late reschedules, and no-shows. This applies to both patient-initiated and provider-initiated changes. All impacted appointments require provider review and action within the designated timeframe.
Required Provider Action
Providers are responsible for taking action on each appointment listed in the Fee Decisions section. For every impacted appointment, providers must review the full appointment details, confirm the decision deadline (24 hours from the original scheduled appointment time), select how the associated fee should be handled in accordance with Berry Street policies, and submit the decision directly within the Provider Portal. All fee decisions must be submitted within 24 hours of the scheduled appointment time.
If no decision is submitted within 24 hours of the scheduled appointment time, the system will automatically process the fee in accordance with Berry Street policies. After the 24-hour deadline has passed and the fee has been processed, Berry Street may not be able to modify or reverse the outcome. Providers are responsible for monitoring notifications and ensuring all required fee decisions are completed within the stated timeframe.
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