Appointment reschedule/cancellation guidance (excluding Talk Therapy) – ProblemShared Client Support

Rescheduling Information

Due to high demand, a rescheduled appointment may be up to 16 weeks away depending on the pathway
We’ll try to find an earlier slot if possible
Each request is reviewed individually - we’ll contact you to confirm your new date

Reschedules & Cancellations

You have 7 days from your confirmation email to change your appointment if the time isn’t convenient
After 7 days, multiple reschedules may be subject to follow-up actions - these will vary based on your referrer:

Referrer	Action
Right to Choose (RTC)	Discharged from the pathway
Insurer - AXA, EMBS, HCA, Latus	Rescheduling fee - £100 per session
NHS - Berkshire, Coventry & Warwickshire, Norfolk, Devon, Cwm Taf, Hywel Dda	Discharged from ProblemShared and referred back to the relevant NHS trust for review
University - UEA, Dyson	Discharged from ProblemShared and referred back to the relevant university for review

Late Cancellations & Missed Appointments

Late Cancellations - reschedule or cancellation requests within 48 hours of your appointment
Missed Appointments - if you fail to attend an appointment and do not notify us
Two or more Late Cancellations and/or Missed Appointments within the same pathway may be subject to the same follow-up actions as detailed above

Process

Each occurrence will be reviewed on a case-case basis with extenuating circumstances considered
After review, we will notify you if any follow-up actions are needed for rescheduling, cancelling, or missing your appointment
If there is a rescheduling fee, you'll need to pay it before we can schedule your new appointment (if applicable)

Questions?

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