What about accountability for those training to be professionals? What’s the recourse for clients who don’t cancel, show up on time and reschedule other commitments and plans only to get last minute cancellation from the therapist and she never even offers to make up the lost sessions?

This used to be common practice in psychoanalytic treatment approaches. You contract to pay for the spot unless the therapist takes vacation, I think it is very rare now but maybe with some analysts still done

That is very unusual. With 30 days notice—or a few days notice, one can typically cancel an appointment. At Thriveworks, there is a 24 hour cancellation policy, meaning that one can cancel as long as they give at least 24 hours notice. We might up it to 48 hours at some point, but few practices go past 48 hours.

I’d like to get an opinion on my therapist’s policy if possible, please. Her policy states that I am responsible for my appointment time no matter what. So, if I know I have vacation next month and give 30 days notice, I am still responsible for that payment. She will try to reschedule on her time, but she is available very limited hours and I do not work a job with much flexibility. Is this type of policy common? Basically, I cannot cancel without incurring a fee.

I’m not Pat, but I posted her response on her behalf. It seems to me that if a client makes a complaint to the BBB stating “I was charged for not showing up to my session” then he/she has already revealed they are a patient. I wouldn’t write anything beyond that in a response to the client–such as, I wouldn’t say “this is reminiscent of how your have sabotaged relationships before”–but it should be fine to state in generalities,

“I’m so sorry you are upset. We’re in a tough spot here because our cancellation policy is posted, and every client we work with agrees to it, and even signs an informed consent agreement at their first appointment that states it clearly . We have this policy to protect our counselors’ time. If we ever tell a client about our policy and they disagree with it, or don’t want to abide by it, we try and make a referral to another practice. Again, in your case, perhaps there was some miscommunication but our scheduling team notifies every client, the therapist then tells the client about the policy, and then the client even signs an agreement stating that they agree with the policy. After all of this, I’m really sorry that you were upset when you were charged for not showing up to an appointment. What could we have done differently or better?”

BTW, I believe, with the BBB, complaints and responses are private. Outside persons can view how many complaints a company has had, but can’t read each complaint or response.

Enjoyed your article on cancellation fees. I support your position. I get written consent at time of intake, but charge only what I am losing. In other words, if the client uses Blue Cross and cancels or fails to show for an individual session, I will charge $75 – what insurance would have paid me. If self-pay, $125 – what the client would have paid. Once I had a client file a complaint to the state attorney general, but the assistant AG ruled in my favor because I had a signed agreement. Another time I had a client complain to the Better Business Bureau, and again, the issue was resolved in my favor.

Pat