This article will guide you through the process of rescheduling or cancelling an appointment. Select the type of appointment you need help with below for more information.
What happens if I cancel or miss an appointment?
We understand that sometimes things happen and you may not be able to attend your appointment.
Where possible, please give us at least 48 hours' notice if you need to cancel or reschedule. Requests made less than 48 hours before your appointment are considered a late cancellation, as this does not give us enough time to offer the appointment to another client.
If you make more than two reschedule or cancellation requests, we may need to review your circumstances and discuss the next steps with you.
What happens next can depend on how you were referred:
- Right to Choose (RTC) referrals: you may be discharged from the service.
- Insurer referrals (for example, AXA or HCA): a £100 rescheduling fee may apply per appointment.
- NHS Trust referrals (including Berkshire, Coventry & Warwickshire, Norfolk, Devon, Cwm Taf and Hywel Dda): you may be discharged and referred back to the relevant service.
- University referrals: you may be discharged and referred back to your university.
If something unexpected means you cannot attend your appointment, please let us know as soon as possible. We'll do our best to help where we can and discuss your individual circumstances with you.
Select the type of appointment you need to reschedule or cancel:
Talk Therapy
Rescheduling requests for Talk Therapy appointments should be sent directly to your practitioner.
If you do not have your practitioner's contact details, you can find them by logging into your dashboard, opening your practitioner's profile and selecting the envelope icon.
If you are having difficulty contacting your practitioner, please call Client Support on 020 3835 2900. We can escalate your request to the Talk Therapy team if needed.
A late cancellation is when you cancel within 48 hours of your appointment. A missed appointment is when you do not attend your appointment and have not notified your practitioner.
Two or more late cancellations or missed Talk Therapy appointments may result in further action.
What happens after a late cancellation or missed appointment?
| Referral type | What happens? |
|---|---|
|
Insurer AXA, EMBS, HCA and Latus |
A £100 fee may apply to access your remaining sessions. If you are discharged instead, the fee will not apply. |
| University | You may be discharged from ProblemShared and referred back to the relevant university. |
University clients: If you have extenuating circumstances, please speak to your university's student support or counselling team. We cannot approve exceptions without authorisation from your university.
Insurer and AXA clients: If a fee applies, this must be paid before your practitioner can schedule a new appointment. Please discuss this with your practitioner and confirm whether you wish to pay the fee to access your remaining sessions.
ADHD Assessment
If your appointment is due to take place in less than 48 hours, or you have already missed it, please call Client Support on 020 3835 2900.
If your appointment is more than 48 hours away, please use our reschedule form.
Our Bookings team will contact you with a new appointment date.
Autism Assessment
If your appointment is due to take place in less than 48 hours, or you have already missed it, please call Client Support on 020 3835 2900.
If your appointment is more than 48 hours away, please use our reschedule form.
Our Bookings team will contact you with a new appointment date.
Informant or collateral interview
Your informant or collateral interview takes place on the same day as your assessment.
If your informant, parent or carer is unable to attend, you will need to reschedule all appointments taking place that day. When completing the reschedule form, please select Collateral Interview as the reason for your request.
If your informant no longer wishes to participate, please call Client Support on 020 3835 2900 so we can escalate your request to the assessment team.
SpLD Assessment
If your appointment is due to take place in less than 48 hours, or you have already missed it, please call Client Support on 020 3835 2900.
If your appointment is more than 48 hours away, please use our reschedule form.
Our Bookings team will contact you with a new appointment date.
Assessment Feedback Session / Follow up
If your appointment is due to take place in less than 48 hours, or you have already missed it, please call Client Support on 020 3835 2900.
If your appointment is more than 48 hours away, please use our reschedule form.
For follow-up appointments with your assessor, your assessing clinician may need to delay confirming a diagnosis until the further session has taken place.
Rescheduling requests for these appointments may need to be escalated to your assessor. Please call Client Support on 020 3835 2900.
Medication
If your appointment is due to take place in less than 48 hours, or you have already missed it, please call Client Support on 020 3835 2900.
If your appointment is more than 48 hours away, please use our reschedule form.
Our Medication team will contact you with a new appointment date.
Please make sure your physical observations have been uploaded to your dashboard before your appointment.
If you are concerned that you may run out of medication before your new appointment, please call Client Support on 020 3835 2900.
Psychoeducation Session
NHS / Right to Choose clients
You do not need to reschedule your Psychoeducation sessions. Our on-demand webinars are available on your dashboard for 8 weeks.
If you need access for longer, please email help@problemshared.net to request an extension.
For AXA clients
Our Psychoeducation sessions are booked in blocks of four. Slides and resources for missed sessions will be available on your dashboard, and you can continue attending the remaining sessions.
If you have already attended a session: we cannot move the remaining individual sessions to different dates. Please visit your dashboard for the slides and resources from your missed session.
If you have not already attended a session: we are unable to reschedule a single session, however we may be able to move you to another group.
If you wish to change to another group and your first session is due in under 48 hours, please call Client Support on 020 3835 2900.
If your first session is more than 48 hours away, please use our reschedule form.
Our Psychoeducation team will contact you when a new date is available.
Need help?
If you're unsure what to do or need help with your appointment, please contact Client Support on 020 3835 2900.
Comments
0 comments
Article is closed for comments.