Discharging a Client

For clients that are disengaged, we ask that all clients or families receive two touchpoints before any care relationship is transitioned to “disengaged". 

1. First Outreach:  Send a message and proactively offer assistance with booking their next appointment.
1. Here’s a template that has worked well for other providers:
1. Teen / Young Adult: "Hi [Name]! We don't have a follow-up session on the books yet - I'd love to help you stay on track toward your goals. You can book directly through your dashboard, or just reply with a few times that work and I'll get it scheduled."
2. Parent: "Hi [Parent Name]! We don't have a follow-up session on the books for [Child Name] yet - I'd love to help keep them on track toward their goals. You can book directly through your dashboard, or just reply with a few times that work and I'll take care of it."
2. Second Outreach (A few weeks later): If you still haven’t heard back, send a final note explaining that because they haven't responded, you will be pausing their care. Be sure to emphasize that they are welcome to restart care at any time.
1. Here’s a template that has worked well for other providers: “Hi [Name], just checking in one last time! As we haven't heard back, I’ll pause your services for now. No worries at all though—our door is always open. Whenever you're ready to pick things back up, just let us know or you can book a session in your dashboard.”