An appointment is canceled or rescheduled in one of two ways:
The provider (You) cancels or reschedules it via their provider portal.
The client cancels or reschedules it via their client portal 24 hours or more before the scheduled time. Clients who want to cancel with <24 hours' notice must contact you directly and are subject to any late cancellation fees you've configured in your account settings.
This guide explains option one. If a client asks you how to cancel or reschedule an appointment on their own, please send them this resource instead.
Best Practices
When canceling or rescheduling an appointment due to reasons on your end:
Provide the client with the most advance notice possible.
Ensure the reason for the change and any notes are accurate and concise.
Ensure the client knows what to expect next, such as when their next appointment will occur instead or how to reschedule on their own time.
With these best practices in mind, follow the steps below to cancel or reschedule an upcoming appointment with a client.
Cancel an appointment
To cancel an appointment:
Navigate to Appointments via the sidebar navigation.
Use the List View to search for a client's appointment(s) by name.
Select the appointment you'd like to cancel to open the appointment details.
Select Actions > Cancel appointment from the dropdown menu in the details view.
Fill out the cancellation form and confirm the cancellation by selecting the Cancel Appointment button. A confirmation screen will populate with the appointment details. You and the client will receive an email notification about the cancellation.
Depending on the reason for the cancelation, the client will be provided a link to reschedule a session with you directly via email.
Reschedule an appointment
If you need to reschedule a client's appointment, please contact the client using the Messaging feature. After alerting the client of the change, you can either:
Follow the same workflow as a cancelation and select Reschedule instead.
Reschedule from the Calendar View of your Appointments dashboard.
To reschedule an appointment via the calendar view:
Navigate to Appointments via the sidebar navigation.
Switch to the Calendar View using the toggle on the top-right of the screen.
Select the appointment you want to reschedule to open the appointment details sidebar and select the Edit Appointment button.
Make the desired changes to the date and time and select Save Changes.
If this appointment is in a recurring set, you will be prompted to reschedule only this event or this and all following events.
You and the client will receive an email confirming the new appointment time.
Troubleshooting
My client can't find their scheduling link. If a client cannot locate the link automatically sent to them following a cancellation, you can resend their unique appointment booking link through the Messages feature or your preferred contact method (e.g., email). To retrieve a client's unique link:
Select Dashboard from the sidebar navigation.
Select the client's name from the dropdown menu in the Your Practice area and use the Copy Link button to copy the information.
Incorporate the copied link into your message to the client.
Can I make scheduling changes without going through Grow Therapy? No. It's important to cancel or reschedule appointments from your provider dashboard. If the external calendar invitation is changed without using one of these options, then the calendar event will be out of sync with Grow Therapy. That means the appointment in the system will show the incorrect time, and the insurance claim could be filed with the wrong date associated with it.