Purpose: This policy outlines the responsibilities of therapists to confirm their Telehealth and In-Home appointments to ensure timely, efficient, and professional service for all clients.
Scope: This policy applies to all licensed therapists providing Telehealth and In-Home services.
Policy:
1. Confirmation Process:
- Therapists are required to confirm all scheduled Telehealth and In-Home appointments no later than 24 hours before the appointment time.
- Confirmation should be completed in Practice Perfect after receiving acknowledgment from the client via phone call.
2. Client Communication:
- Once the therapist confirms the appointment, the client should receive an automated or manual confirmation notification at least 24 hours in advance of the session.
3. Cancellation or Rescheduling:
- In the event the therapist needs to cancel or reschedule the Telehealth and In-Home session, they must notify the client at least 24 hours in advance, or as soon as possible.
- Therapists should also update scheduling via Email immediately and offer the client the next available time slot.
- If an emergency arises, therapists should notify the client and the practice’s administrative team as soon as possible.
4. No-Show Procedure:
- If a therapist does not confirm the session and the client does not receive a notification, the practice reserves the right to reschedule the session or assign the appointment to another available therapist if applicable.
- Therapists who repeatedly fail to confirm their sessions may be subject to review and disciplinary action in accordance with the practice’s performance guidelines.
5. Documentation:
- Therapists are required to document all confirmed appointments in the patient’s record.
- All appointment changes, cancellations, or rescheduling requests should be clearly documented in the patient’s file for future reference.
6. Technical Readiness:
- Therapists must ensure they are technically prepared for each Telehealth and In-Home session (e.g., verifying internet connection, software functionality) at least 15 minutes prior to the session start time.
- In the event of technical difficulties, the therapist must notify the client and the administrative team immediately to resolve the issue or reschedule the appointment.
Compliance: Failure to adhere to this policy may result in corrective actions, including but not limited to retraining, performance reviews, or further disciplinary measures as outlined in the employee handbook.
Review and Update:
This policy will be reviewed periodically to ensure it remains aligned with current practice standards, legal requirements, and organizational objectives.
- Scheduled Review: The policy will undergo a formal review at least once every year, or more frequently as needed.
- Updates: The policy may be updated at any time in response to changes in regulations, practice standards, or internal processes.
- Responsibility for Review: The HR Department is responsible for conducting the policy review and recommending updates as necessary.
- Notification of Changes: Any updates to this policy will be communicated promptly to all staff members, and the revised version will be made available through the practice’s internal documentation system.
Effective Date: September 11, 2024