‼️Service/Platform Outages

Service/Platform Outages In rare cases, technical issues or external events may disrupt scheduling, charting, or live sessions (e.g., internet outages, power outages, or external partner or platform instability). Berry Street is committed to minimizing disruption to patient care. Providers are expected to take reasonable steps to continue sessions when possible. Provider Responsibility During Outages If you have access to a patient’s phone number or other contact information through the EHR, you are responsible for contacting the patient and conducting the session by phone if the platform is unavailable. A phone-based appointment is considered an appropriate alternative during temporary disruptions. To be compensated for a scheduled session during a service interruption, you must complete the session by phone if patient contact information is available. If you do not attempt to host the session by phone when contact information is accessible, the session will not be eligible for payment. Action Steps 1. Email [email protected] immediately to report the issue. 2. Include a brief description, timestamp, and screenshot if possible. 3. If the session is completed by phone, document in the patient’s chart: Date and time Duration That the session was conducted by phone due to a service interruption Compensation Note If a session cannot be completed due to circumstances outside Berry Street’s control (e.g., local internet or power outage), the missed session will not be compensated.