How to reschedule or cancel an appointment

Summary

This article explains when and how you can reschedule or cancel an appointment, including the timeframes, limits, and what happens if changes are made late or an appointment is missed.

Jump to 

1. Can I reschedule or cancel my appointment?

2. When can I request a reschedule or cancellation?

3. How do I reschedule or cancel an appointment?

4. When will I get a new appointment?

5. What should I do if I miss my appointment?

6. Common Questions (FAQs)

Key Information

1.Can I reschedule or cancel my appointment?
 

Assessment, Medication and Education Navigation Appointments

Yes, you can reschedule or cancel your appointment, as long as you follow the timeframes listed in Section 2.

Psychoeducation Appointments

Individual Psychoeducation sessions cannot be rescheduled.

You can reschedule or cancel your whole set of groups or webinars within the approved timeframes in Section 2.

Talk Therapy Appointments

Yes, you can reschedule or cancel your Talk Therapy appointment, following the timeframes listed in Section 2.

2. When can I request a reschedule or cancellation?
 

For all appointment types, you can request a reschedule or cancellation if:

• It’s within 7 days of receiving your appointment confirmation email
•  It’s 48 hours or more before your appointment time (Anything under 48 hours is a late cancellation as this does not allow us enough time to reallocate the appointment slot to another client)
• Requests outside these timeframes may not be possible

Our full policy (except Talk Therapy) on reschedules or cancellations can be found here: Appointment reschedule/cancellation guidance (excluding Talk Therapy) – ProblemShared Client Support

Our Talk Therapy Specific Policy can be found here: Appointment reschedule/cancellation policy (Talk Therapy specific) – ProblemShared Client Support

3. How do I reschedule or cancel an appointment?

Assessment, Medication, Education Navigation and full Psychoeducation sets

1. Go to the Client Support Help Centre.
2. Select Submit a request.
3. Choose Reschedule or cancel an appointment.
4. Complete the form with your details.
5. Submit the request and wait for confirmation.

Reschedule/Cancellation Form: Submit a request – ProblemShared Client Support
 

Talk Therapy Appointments

1. Contact your practitioner directly.

2. Request a new date or cancellation.

3.  Your practitioner will confirm the next steps with you.

4. When will I get a new appointment? 
 

Assessment, Medication, Education Navigation and Psychoeducation sets

Due to high demand, your new appointment may be up to 16 weeks away.

Each request is reviewed individually.

You will be contacted with a new date once it becomes available.

Talk Therapy appointments

Your practitioner will work with you to arrange the next suitable time.

5. What should I do if I miss my appointment?

Assessment, Medication, and Education Navigation appointments

You may receive an email explaining what to do next.

If you do not receive an email within 48 hours, submit a reschedule request here:
Submit a request – ProblemShared Client Support

If you miss two or more appointments for the same service, the actions in Section 7 may apply.

Psychoeducation appointments

If you miss your first session

If it is the first of your 4 sessions and you cannot attend the remaining dates, please submit a reschedule request with your circumstances.

If you miss session 2, 3, or 4

Alternative dates for individual Psychoeducation sessions cannot be offered.
The full session material (group or webinar) will be available on your Dashboard so you can catch up.

Talk Therapy appointments

You may receive an email from your practitioner explaining what to do next. 

If you do not receive an email within 24 hours, please send an email to your practitioner explaining why you missed the session. 

If you miss two or more appointments for the same service, the actions in Section 7 may apply.

6.Common Questions (FAQ’s)

What is considered a late cancellation?

A late cancellation is a reschedule or cancellation request made within 48 hours of the appointment time.

What is considered a missed appointment?

A missed appointment is when you do not attend and did not notify us in advance.

Why can’t I reschedule my appointment online?

We review each request individually to ensure we apply the correct process based on your circumstances and referral pathway.

How many times can I reschedule or cancel?

You can reschedule or cancel an appointment as long as you meet both rules:

• Within 7 days of receiving your confirmation email
• 48 hours or more before the appointment

Individual Psychoeducation sessions are the only exception — these cannot be rescheduled.

Multiple changes outside the correct timeframe may lead to further action depending on who referred you.

What happens if I reschedule outside the timeframe or miss appointments?

These actions may apply if:

You make multiple reschedule/cancellation requests outside the approved timeframe
OR

You miss two or more appointments for the same service

Possible outcomes:

• Right to Choose (RTC) referrals You may be discharged from our services.
• Insurer referrals (e.g., AXA, HCA) A rescheduling fee of £100 per appointment may apply.
• NHS Trust referrals (Berkshire, Coventry & Warwickshire, Norfolk, Devon, Cwm Taf, Hywel Dda) You may be discharged and referred back to your NHS Trust for review.
• University referrals You may be discharged and referred back to your university for review.

Need more help?
 

If you need further support, please email us at help@problemshared.net and our team will respond as soon as possible.