No-Show / Cancellation Policy

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At Nourish, patients who fail to attend a session without notice (No Show) or cancel or reschedule their appointment within 24 hours of the session start time (Late Cancellation / Late Reschedule) are subject to a $75 fee.

We recommend discussing this policy with patients during their initial session to establish clear expectations and foster a positive, transparent relationship throughout care.

This fee is automatically charged when the appointment status is updated to No-Show/late cancellation, unless the RD chooses to waive it.

RD compensation is based on whether the no-show fee was attempted, not whether it was successfully collected. Even if a patient does not have a card on file to charge, the RD will still be compensated.

• Patient No Show

• Patient Cancellation

• Patient Reschedule

• No-Show / Cancellation Fees

• Waiving or Refunding Fees

• Provider Emergency or Illness

3-5 Minutes After Start Time

• Send an appointment reminder to your patient via text and email with a single click. The Appointment Reminder button is located at the top of your chart note, right next to the Join Zoom button (see screenshot below).

• You may also call the patient; however, we recommend using *67 if calling to hide your personal number

10-15 Minutes After Start Time

• End the video session

• Monitor messages for a response

• Update the appointment status to No show / late cancel

  • You have the discretion to waive the no-show fee and can follow these instructions to do so: How to Apply or Waive a Fee

Documentation:
In the notes, include communication attempts in the appointment note.

Example:

“Provider sent appointment reminder at 5:05 PM EST. Provider remained in the session until 5:15 PM EST. Patient did not attend.”

Patients are encouraged to cancel appointments through the Nourish Patient Portal.

If a patient cancels more than 24 hours in advance:

• The patient is not charged

• The RD is not compensated

If the patient reaches out to the RD to cancel, the RD can cancel through the portal by:

1. Updating the appointment status

   • Cancellations made more than 24 hours in advance should always be marked as Cancelled.

   • Cancellation requests made within 24 hours should be marked as No show / late cancel.

2. Adding a note explaining the reason

Appointments should only be deleted in the following scenarios:

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

• A patient cancels and reschedules within the same week

• A patient cancels all future appointments:

  • Cancel the next appointment

  • Delete all remaining future appointments

If a patient no-shows or cancels without follow-up:

• Cancel the next recurring appointment

• Delete remaining future appointments

• Notify the patient via email that all upcoming sessions have been canceled until further notice

Patients are encouraged to reschedule appointments through the Nourish Patient Portal.

If a patient reschedules more than 24 hours in advance:

• The patient is not charged

• The RD is not compensated

If the patient reaches out to the RD to reschedule, the RD can do so through the portal by:

• Using the edit (pencil) icon in the calendar to change the date/time
  (Drag-and-drop functionality coming soon)

If a patient requests to reschedule within 24 hours:

• The session is subject to the $75 no-show fee

If the RD chooses to waive the fee and accommodate the request:

• Move the appointment to the new date/time

• Do not mark the appointment as No Show

This accommodation is entirely at the RD’s discretion.

If the patient does not respond by the end of the day:

• Mark the appointment as No Show

• The patient will be charged the fee unless it is waived

• Standard no-show / late cancellation fee: $75

• RDs are paid their full session rate

• RDs are not compensated

Reminder:
Compensation is based on whether the fee was attempted, not whether it was successfully collected.

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

2. Click the pop-out icon on the appointment

3. Select the appointment status

4. Indicate whether to charge or waive the no-show fee

• Medical emergency or ER visit

• Death of a close family member

• Traffic accident or urgent, unavoidable event

• Nourish-initiated cancellations (e.g., referral issues)
  (RDs are still compensated at full rate)

Reminder:
RDs always have full discretion to waive the fee if they prefer, regardless of the reason provided.

Patients are not made aware that no-show fees can be waived. This flexibility is intentionally reserved for RDs to apply professional judgment.

Tip:
Encourage patients to confirm upcoming appointments and adjust reminder settings in the Nourish Patient Portal.

If you decide to waive a fee after it has already been charged:

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

2. Select the Didn’t Occur tab for the session

3. Choose the appointment status

4. Submit a request using the refund request form

Refunds typically process within 5–10 business days.

If you decide to waive a fee before it has been charged:

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

2. Select the Didn’t Occur tab for the session

3. Choose the appointment status

4. Click the check box that says 'Waive no-show fee'

If you cannot attend a session unexpectedly:

• Mark the appointment as Cancelled as soon as possible
  (This automatically notifies the patient)

If the cancellation occurs within 24 hours:

• Still mark the appointment as Cancelled, not No Show

Message the patient to:

• Ask them to reschedule, or

• Let them know you will follow up to reschedule

• Do not use the “Rescheduled” status in the Nourish Calendar
  → Simply move the appointment to the new date/time

If you will be out of the office:

• Turn new patient scheduling off in your Provider Portal

In extreme emergencies where you cannot access your device:

• Contact Support via support@usenourish.com or the chatbot button (in the bottom right corner of the Help Center) for urgent assistance