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Cancellation and “No-Show” policy

At Rula Health, we are dedicated to ensuring every patient receives timely care. When an appointment is missed or canceled without proper notice, it not only prevents another patient from accessing care, but it can also disrupt your own schedule and care needs. We understand that if your provider misses their appointment, it impacts you just as significantly. Our policies are designed to address both situations and ensure that every appointment is treated with the importance it deserves.

No-show fees 

To maintain fairness and ensure access for all patients, our no-show fees are as follows:

  • Therapy Visits: A fee of $99 will be applied if you miss your therapy appointment.
  • Psychiatry Visits: A fee of $150 will be applied if you miss your psychiatry appointment.

Important: These fees are not covered by insurance and must be paid before your next appointment. Repeated no-shows within a 12-month period may result in termination of care.

 

What is considered a No-Show?

For patients, an appointment is considered missed if:

  • Therapy Appointments:
    • You are more than 15 minutes late for either an initial or a follow-up session.
  • Psychiatry Appointments:
    • For an initial visit, being more than 15 minutes late qualifies as a no-show.
    • For a follow-up visit, being more than 10 minutes late qualifies as a no-show.

If your provider does not show up to your appointment (i.e., a provider no-show):

    • If your provider fails to join your scheduled appointment without prior notice to you or to Rula, it is considered a provider no-show. In these cases, you'll not be charged any fee.

Cancellation options

When you need to cancel or reschedule your appointment, please choose the option that best fits your situation:

  • Patient Canceled, No Show, Charge:
    • When to use: If you miss your appointment or cancel less than 24 hours before the scheduled time.
    • Fee Applied: A no-show fee will be charged (see fee details below).
  • Patient Canceled, No Show, No Charge:
    • When to use: If you cancel within the allowed timeframe (24 hours notice) or if your provider chooses to waive the fee.
  • Provider Canceled, No Charge:
    • When to use: If your provider cancels the appointment. You'll not be charged in these cases.
  • Provider No Show:
    • When to use: If your provider does not join the appointment as scheduled without prior notice.
    • What it means: If you log in for your appointment and your provider fails to appear within a reasonable time (typically within 10 minutes of the scheduled start), please know that this is considered a provider no-show. No fee will be applied to you in this case, and we will work promptly to resolve the situation.
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What to do if your provider does not join your appointment

Your time is valuable, and we want to ensure you receive care without unnecessary delay. If your provider does not join your appointment, please follow these best practices:

  • Please wait: Allow 15 minutes for your provider to join your appointment, in case of any delays.
  • Contact us: If your provider still does not appear, contact our Support team right away so we can help you reschedule your appointment or connect you with another provider who can meet your needs.
    • Live Chat:
      • Click the chat widget in the bottom right-hand corner of this page to be connected with a live agent. 
    • Phone: 
      • General Support Line: (323) 205-7088
      • Psychiatry Support Line: (302) 966-3020

 

We appreciate you as we work to ensure timely and effective care for everyone. If you have any questions regarding this policy or need further assistance with your appointment, please don’t hesitate to contact our Support team.

 

Additional Resources

Updated

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