Last updated - May 2026
No-shows happen. In telehealth, and especially in certain patient populations, missed appointments are a normal part of practice. This page explains what to do when a patient does not show up, what Klinic does to reduce no-shows, and how your availability can help.
Step 1: Wait the appropriate grace period before marking as a no-show.
Some patients join a few minutes late, especially for their first telehealth visit. Appointment length may vary by service line, but the grace periods above apply as a general guideline.
Step 2: Attempt outreach using the call-through system. If the patient has not joined after the grace period, use the Klinic call-through system to call them. This is the only approved way to contact patients by phone. Never use your personal phone number.
For instructions on how to use the call-through system, see the Call-Through System (Provider Guide) in the Knowledge Hub.
Step 3: Mark the appointment status as No-Show in the EHR. In the patient's appointment record, update the status to No-Show. This must be completed within 24 hours of the scheduled appointment time. For a full overview of appointment statuses and when to use each one, see How to Mark Appointments in Klinic EHR.
Step 4: Create a General Note in the patient's chart. Open the patient's chart and create a General Note to document the missed visit. The note includes a few fields to complete: patient name, date, time, and the note itself. It only takes a moment to fill out. Once complete, the note must be signed and locked to count as valid documentation.
This is required for all providers, regardless of no-show compensation eligibility. Documentation supports compliance, continuity of care, and billing.
For the note field, a brief entry confirming what occurred is sufficient. Example:
Patient did not present for scheduled visit. Waited required grace period. Attempted contact via call-through method and was unable to reach patient. Appointment marked as no-show.
Step 5: Contact the care coordination team if needed. If you notice a patient is repeatedly missing appointments, reach out to care@klinic.com. The care coordination team can follow up with the patient and support scheduling.
If a patient's appointment has been removed from your calendar and you are unable to mark it as a no-show, do not create a new appointment slot yourself to work around it.