This article provides information about cancelling client appointments or group sessions and will guide you in choosing the most appropriate method for the situation.
There are many scenarios in which a client appointment or group session may need to be cancelled. For example, it could be that a worker or venue is unavailable, or it may be a client who is unable to attend.
There are different methods of processing a cancellation, depending on the situation. If you're dealing with an individual client appointment, the method you choose will depend on whether you wish the system to apply the NDIS cancellation rules. If you're dealing with a group session appointment, the method will depend on whether you're cancelling the entire group session or only one client's attendance, as well as whether you want the system to apply the NDIS cancellation rules.
NDIS Cancellation rules
Using a cancellation method where NDIS cancellation rules are applied won't necessarily charge the client. Using that type of cancellation method will cause the system to check the circumstances of the cancellation against the NDIS cancellation rules to see if the client can be charged and if so, generate an appropriate service delivered record. See here for more information about how to cancel a client's appointment for NDIS claiming.
Follow the links below to find information relevant to the type of cancellation you need to do:
- cancel an individual client appointment
- cancel a group appointment, and
- delete an appointment so that it is completely removed and no record is kept.
Individual client appointment
Click on the links below for information on how to cancel an individual client's appointment:
Click on the links below for information on how to cancel:
- a group session without charging clients, or
- an individual client's attendance at a group session with the ability to apply the NDIS cancellation rules.
If you have a group session where a client has cancelled, you may need to change the apportionment of a service delivered as part of that session between the remaining clients. This can be done when completing the session from the session record. How to apportion a service where there were cancelled clients will depend upon the cancellation policies of your business.
Delete an appointment
Follow this link to find out how to delete an appointment so that no record is kept.
Whether you cancel or delete an appointment will depend on whether you need to retain a record of the cancellation and whether you've already rostered the session. Cancelling an appointment will retain a record of that appointment; deleting an appointment will not. Some rostering systems do not allow for rostered sessions to be deleted.