Grow's mission is to create a seamless and positive experience for our provider partners and the clients who depend on Grow to access care. Providers who frequently miss appointments without cause will be flagged, and receiving multiple flags can change your relationship with Grow. This process ensures that the quality of care and client experience within the Grow network remains high.
🌟 TIP: For information on charging fees for client no-shows or late cancellations, please see Charge no-show or late cancellation fees.
What is a no-show?
A no-show occurs when a provider does not attend a scheduled appointment.
How are no-shows counted?
A client can report a no-show after waiting for you to join a Grow telehealth session for at least 10 minutes. All providers are provided a 10-minute grace period. Alternatively, a client may contact Grow support directly to report the no-show.
How am I notified of no-shows?
🌟 TIP: No-show emails automatically trigger when a client reports a no-show, originating from a no-reply address. They do not consider mistaken reports, unforeseen circumstances, or technical errors. The Grow Support team is dedicated to resolving no-show reports with you one-on-one.
Step one: Client reports a provider no-show
After waiting more than ten minutes in the Grow Therapy Telehealth waiting room, clients are given the option to report a provider no-show with the following prompt:
Clients can also report a no-show directly with the Client Support team, and the Support team reports the no-show internally.
Step two: An automated no-show email is sent to the provider
Each client report triggers an automated no-show email to their provider. This email includes details about the reported no-show, such as client initials and scheduled appointment time. However, it does not consider circumstances beyond your control, such as emergencies or technical failures, so it is imperative to contact the Provider Support team in your Provider Portal to resolve the no-show.
Step three: Provider's referral toggle is turned 'off'
🌟 TIP: A referral pause does not impact existing clients, and scheduling can resume as usual.
When a client reports a no-show, your accepting referrals tab is toggled to 'off' as a precaution. If you are experiencing an emergency or an issue with your account, this prevents new clients from booking intakes, which may result in additional no-shows. If your referral toggle was previously off, you do not need to make any changes.
To turn your 'accepting new referrals toggle' back on:
Log in to your Provider Portal and select Dashboard from the sidebar navigation.
Locate the "Your practice" card and select your referral toggle to return your referrals to 'on.' Changes are saved automatically.
Step four: 30-day referral pause
Providers with more than two no-show reports within a 30-day period will receive an email and text notification that their Grow Therapy Marketplace referrals have been paused.
This email indicates that you have 48 hours to contact the Provider Success team at provider-success@growtherapy.com and resolve the no-shows. Completing the form in the suspension email is essential so the Provider Success Team can provide additional guidance and resources to help you avoid future no-shows and referral pauses.
If you do not contact the team, the referral pause will include the following:
The pause prevents you from receiving additional Grow referrals for 30 days, so the Grow team can help you resolve any issues you may be experiencing.
The pause will not impact your ability to see existing clients and ensure care continuity. Additionally, you may schedule new self-sourced clients using the "New Client" booking link in your Dashboard.
A referral pause is automatically removed after 30 days.
How do I resolve no-show reports?
To contact Provider Support and request a no-show resolution:
Log into your Provider portal.
Select the Help Widget in the bottom right.
Select the "Send us a message" option.
Input "Resolve no-show" into the message and send.
Follow the prompts to connect with the Provider Support team.
The Provider Support team will review your situation and, if you use Grow Telehealth for your virtual sessions, the appointment's session logs.
Scheduling and attendance policy
Grow can take these actions as part of the "Scheduling and Attendance" requirements outlined in your Practice Policy. These measures are implemented to ensure the quality of service provided to clients and prevent cancellations and no-shows, which can disrupt appointment scheduling and availability. These measures are subject to change and may vary based on the specific circumstances of each case.