POLICY

The client must attend a minimum of 75% of scheduled therapy sessions per month. 

 

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PROCEDURE

Attendance will be tracked monthly. For all appointments which are cancelled, or client failed to show, the appointment will be rescheduled within the same week as the missed appointment. If there is no schedule availability to accommodate reschedule, or parent will not commit to an appointment at the available time, the appointment will be logged on the Make-Up Log (google sheet). The receptionist will call 24 hours after the missed appointment and attempt to schedule the appointment for the following week. If receptionist identifies the client is at risk for becoming an attendance issue, the client will move into the level 1 status. The client will continue to progress through the attendance levels if they do not complete make-up appointments to regain attendance compliance. The levels are outlined below.

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LEVEL 1

 

CLIENT BEHAVIOR

Within the tracking month, client begins to demonstrate inconsistent attendance and begins to accumulate makeups on the makeup log.

 

BELIEVE ACTION 

1. Division 2 - Receptionist will get into communication with client. Using professional language, the receptionist will have client reschedule to an available appointment, not asking “if” client wants to reschedule, but offering an available spot on the schedule, “I am sorry to hear that Johnny is sick. It looks like I can reschedule his appointment to Friday at 1:30. Can I put you down for that appointment?” Three options must be given to the client. If they cannot agree on a scheduled time, their appointment will be added to the Make-Up Log. Receptionist will attempt to schedule the make-up appointment for the remainder of the current month. All communication will be noted in the client’s chart.

2. Division 2 - Client Attendance workflow will be scheduled by the receptionist.

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LEVEL 2

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CLIENT BEHAVIOR

Client has failed to comply with the monthly attendance requirement.

• Clients scheduled 2x/week:  75% attendance

• Clients scheduled 1x/week:  75% attendance

Client must complete make-ups to regain compliance.

 

BELIEVE ACTION

1. Division 2 - Receptionist will send attendance letter to client. Receptionist will notify the primary treating therapist, via Raintree task, of client’s attendance violation. Receptionist will brief therapist on communications with client or refer them to the communication log.

2. Division 4 - Primary treating therapist calls family to reprioritize therapy and notify them of potential discharge if attendance incompliance continues for second month in a row.

3. Division 5 - Approximately 7-14 days after Division 4 has completed their communication with the parent or guardian, Division 5 manager will reach out to the client in order to conduct a Quality Survey of current care. Primary purpose of this interaction is to gain insight on any issues the client/parent/guardian is experiencing that is impeding on their commitment to therapy. 

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LEVEL 3

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CLIENT BEHAVIOR

Client does not make-up missed visits from prior month and again fails to comply with monthly attendance requirements.

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BELIEVE ACTION 

1. Division 2 - Receptionist schedules discharge appointment and sends letter notifying client of discharge from services. 

2. Division 4 - Therapist calls client to establish HEP, discuss discharge and 90-day probationary period.

3. Division 5 - Once 90 Day probationary period has ended, the Quality Manager will then complete Drop-Out Recovery Policy and Procedure.

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CREATED:  04-01-2012

REVISED: 02-22-2022​