What is the Care Team section?
Your Care Team is a section in your patient portal that shows you the providers you’ve worked with — or are currently working with — through Rula’s platform. It’s organized into two groups: Current Providers and Past Providers.
What’s the difference between Current and Past providers?
Current Providers are providers you are actively working with. A provider appears here if you have an upcoming appointment scheduled with them, or if your most recent appointment with them was within the last 90 days (or within the last 400 days for psychiatry).
Past Providers are providers you previously worked with but are no longer actively seeing. A provider moves to this section when your care with them has ended or gone inactive for any of the reasons described below.
Can I remove a provider from my Current Providers list?
There is no option to manually remove a provider from your Current providers list. However, there are two ways a provider will move out of Current and into Past:
Replace them with a new provider. If you’d like to switch to someone new, you can request a new provider match through the app. Once a rematch is initiated, your current provider will move to your Past Providers list immediately. Your care history with them is preserved — they won’t disappear, they’ll simply move to Past.
Let the relationship become inactive on its own. If you stop scheduling appointments with a provider, they will automatically move to Past once 90 days have passed since your last appointment (or 400 days for psychiatry). Having no upcoming appointments scheduled also contributes to this. No action is needed on your part — the change happens automatically.
Why did a provider move from Current to Past?
A provider may appear under Past Providers for any of the following reasons:
It’s been a while since your last appointment. If your most recent appointment was more than 90 days ago and you don’t have a future appointment scheduled, the system automatically considers that care relationship inactive. For psychiatry, this window is 400 days.
You switched providers. If you requested a new provider through the app (sometimes called a rematch), your previous provider moves to Past.
Your provider requested a change. Providers can flag a case for reassignment — for example, if they feel another provider would be a better fit for your needs. When this happens, they move to Past.
Treatment was formally completed. If your provider submitted a discharge note indicating your goals were fully or partially met, the care relationship is marked as complete and they move to Past.
No appointments were ever completed. If you scheduled appointments with a provider but all of them were canceled before any took place, that provider will appear as a Past Provider.
Can a provider appear in both Current and Past at the same time?
Yes, this is possible. It happens when you work with a provider for more than one type of care. For example, if you currently see a provider for individual therapy but previously saw the same provider for couples therapy (which has since ended), that provider will appear as Current for individual therapy and as Past for couples therapy at the same time.
Each type of care you receive is tracked separately, so one provider can have an active relationship with you in one area and an inactive one in another.
Why isn’t a provider showing up in either list?
There is one specific situation where a provider will not appear in either list: if you scheduled appointments with them but every single appointment resulted in a no-show (by either party), and none were ever formally canceled. This is an edge case, but in that scenario the care relationship is excluded from both lists.
Additionally, in rare situations involving patient safety, a provider may be hidden from your Care Team entirely. If you believe a provider is missing and you’re not sure why, please contact support.
Why did a provider disappear from my Care Team after being listed as Current?
If a provider is no longer available on the platform (for example, they are no longer practicing through our service), they will automatically move to Past regardless of your appointment history with them.
If a new appointment is booked with a provider who had previously moved to Past, they will return to your Current list.
Does my Care Team show what type of therapy I have with each provider?
Yes. Your Care Team reflects the specific type of care associated with each provider relationship — for example, individual therapy, couples therapy, or psychiatry. This is why the same provider can sometimes appear more than once if you have (or had) different types of care with them.
How is my Care Team information kept up to date?
Your Care Team is recalculated automatically each time you view it, based on your full appointment history and any changes to your provider relationships. There is no manual refresh needed — the information you see always reflects your most current status.
Common questions at a glance
My provider moved to Past but I still want to see them. What do I do? Book a new appointment with them by finding them on your Past providers list in the Care Team section and clicking “Book Appointment”. If they have left the Rula platform you will not be able to book with them. Once an upcoming appointment is scheduled, they will return to your Current list automatically.
I don’t recognize a provider in my Past list. Is that normal? It’s possible if you had an initial appointment that was later canceled, or if a care relationship was briefly started and then ended.
I’m trying to see all my previous provider relationships. Where can I find it? Your Past Providers list is the place to review all previous provider relationships. Each entry reflects the type of care and the reason the relationship became inactive.
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