The policy of NWMHC is to manage missed service appointments to no more than 12% of all scheduled service encounters. NWMHC expects our service providers to discuss all missed appointments with their clients, to determine why they are missing appointments, and to plan remedies. The purpose of this policy is to target the most effective and appropriate treatment for clients as well as to maximize the time of the clinical providers for increased client access.
No Show/Missed Appointment:
The individual/family misses the appointment without notifying us.
NWMHC is notified less than 24 hours before the scheduled appointment.
Cancelled >24 hours:
NWMHC is notified more than 24 hours before the scheduled appointment.
Cancelled by Provider:
Provider cancels the appointment because the Provider is not available at the scheduled appointment time.
No further routine appointments will be scheduled for the individual/family:
When an individual’s/family’s rate of no shows/missed appointments equals 3 events over a 90-day period.
NWMHC Clinical Providers, in collaboration with the Engagement Specialist, will establish an Alternative Level of Care with the individual/family whose 90-day no show/missed appointment rates are lower than the threshold levels defined above.
Exceptions to this are at the discretion of service providers with their supervisors’ written approval. Continuing to schedule routine appointments with individuals/families who have exceeded missed appointment rate will require documentation of reasons why this course is appropriate.
Substance Use Disorder Services:
NWMHC will track and record client attendance in the electronic health record (EHR) for all treatment activities, both individual and group, which includes the date, duration and treatment service.