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If a patient cancels with more than 24 hours' notice, they are not charged, and the RD is not compensated for the session.

• Patients should be encouraged to cancel appointments themselves via the Nourish Portal.

• If needed, the RD may cancel the appointment by updating the status to “Cancelled” and adding a note explaining the reason for cancellation.

Appointments should only be deleted from the calendar in the following situations:

• A patient cannot attend a specific session in a recurring series (e.g., planned travel).

• The patient cancels and reschedules within the same week.

• A patient cancels all future appointments—in this case, cancel the next session and delete the rest.

If a patient no-shows or cancels a session without follow-up, the RD may cancel their future recurring appointments (cancel the next, delete the rest) and should notify the patient via email that all upcoming appointments have been cancelled until further notice.

Patients should reschedule appointments through the Nourish Portal, and RDs should direct them there.

If a patient reschedules their session with more than 24 hours' notice, they are not charged, and the RD is not compensated.

To reschedule a session yourself, use the edit (pencil) icon in the calendar to adjust the date/time. (Drag-and-drop feature coming soon.)

If a patient requests to reschedule within 24 hours, and the RD agrees to accommodate without charging a no-show fee:

• Simply move the appointment to the new time.

• Do not mark it as a no-show.

• This is at the RD’s full discretion.

If the patient does not respond by the end of the day, mark the appointment as a No-Show.

If a patient cancels within 24 hours or fails to attend without notice:

• The session should be marked as “No Show.”

• The patient is charged a $75 no-show fee at RD discretion.

• The RD is compensated at their full session rate, provided the fee is not waived.

Note: Regardless of the reason (illness, conflict, etc.), it is entirely up to the RD whether or not to charge the no-show fee.

There is only one status for both late cancellations and no-shows: “No Show.”

• It’s considered a “late cancellation” only if the patient contacts the RD within 24 hours to cancel.

• If the patient cancels outside 24 hours, mark the session as “Cancelled”, and include a note with the date/time of communication and the reason, to the best of your knowledge.

If the Customer Experience (CX) team handles the cancellation, they will update the status to “No Show” and note the reason provided by the patient.

If an RD needs to cancel a session (even within 24 hours), it should always be marked as “Cancelled,” not a no-show.

If a patient is late to a session:

• 5 minutes after the session starts:
  Reach out via email and/or phone (use *67 to hide your number).
  Leave a voicemail encouraging the patient to reach out via email.

• 15 minutes after the session starts:
  End the video session, but continue monitoring email for a response.
  Then update the status to “No Show.”

In the appointment note, document your communication attempts. For example:
"Provider called patient at 5:05 PM EST, left voicemail. Provider remained in session until 5:15 PM EST. Patient did not attend."

• No-show fees are charged at $75, and RDs are paid their full session rate if the fee is applied.

• If you waive the no-show fee, you will not be compensated for that session.

• Payment is based on whether a fee was attempted, not whether it was successfully collected (e.g., Nourish absorbs the cost if a card is declined).

To waive or apply the fee:

• Go to the Appointments tab in the patient’s profile.

• Click the pop-out icon on the relevant appointment.

• Choose the appropriate appointment status and indicate whether to charge or waive the no-show fee.

Common reasons to consider waiving a no-show fee:

• Medical emergency or ER visit

• Death of a close family member

• Traffic accident or urgent event preventing attendance

• Nourish-initiated cancellations (e.g., referral issue) – RDs will still be compensated at full rate

• Ultimately, RDs have full discretion to decide whether or not to charge the no-show fee, regardless of the reason provided by the patient.

Tip: Remind patients during sessions to confirm their upcoming appointment and ensure they know they can adjust reminder settings within their Nourish Patient Portal!

In the event that you would like to waive the no show fee after it has already been charged, you can request a refund for your patient.

1. Go to the Appointments section of the patient’s profile.

2. Click the "Didn't Occur" tab for the no-show session.

3. Select the appointment status.

4. Use the refund request form to submit the request.

Refunds typically process to the patient within 5–10 business days.