No-Show and Session Receipt Settings

The settings listed below can be found by navigating to the Admin Panel > "Settings" > "Sessions" > find the header, "Appointments - No Show and Receipts". In this article, we describe the below settings:

• Student session no-show rules
• Cancellation lead time
• Student session email receipts
• Provider session email receipts

Student session no-show rules

Set rules for students when missing appointments. A suspended student will not be able to request new sessions. In the example below, here is how to read the no-show policy: If a student has 3 absences (no-shows) within a 7-day period, suspend that student for 7 days. Once you set the no-show rules, you will have the option to send emails after each no-show before the rule is enforced. These emails will be set up within the admin panel and sent automatically. If you do not want to send emails, keep the fields blank. 

Here is an example of a no-show email:

• Hello,

  You are receiving this email because you recently missed a scheduled appointment with the [COMMUNITY NAME].

  While this [FIRST] instance is considered a warning, please know that, in the future, your ability to schedule appointments with [COMMUNITY NAME] may be affected. The community rules are as follows: [INSERT NO SHOW RULES HERE].

  If you need to cancel an appointment, you can do so in the Penji app before your scheduled session.

  Best,
  [COMMUNITY NAME]

NOTE:

• Missed sessions that are part of a section are not included in this no-show policy. There is a separate no-show rule for sections. 
• When a student triggers the no-show policy, already scheduled sessions are not canceled.
• A reminder that weekly appointments are made after the current week's feedback log has been completed. If the student is in violation of the no-show rules, and they have a weekly session during the lockout period (meaning this session was created before the lockout period was triggered) as long as the student is present the weekly sessions will continue to get created even if it is during the lockout period. If the student is absent during the lockout period then the system will cancel the whole series. 

Resetting the no-show policy

In the Admin Panel, you have the ability to reset students' no-show status:

To reset the no-show status for a student, you will navigate to the admin website > students tab > view the student > edit > select "Reset No-Show Status". 

Student Cancellation Lead Time Rules

You can set how many minutes in advance a student can cancel or skip a session without incurring a penalty/triggering the no-show rules. A value of 0 allows cancellations without any penalty. Setting up the no-show rules is further explained below, under the setting, "Student session no-show rules (Admin Panel)".

If a student tries to cancel an appointment within the cancellation lead time, a popup will appear letting them know that cancelling will be considered a "Late Cancel", see below. The "0.5 hours" mentioned, is because this community has a 30-minute cancellation lead time set. 

Data

Cancelling within the lead time (the student selects, "Yes, Cancel") will automatically count as an absence and count towards the no-show policy for the student.

• In your data, the session will have the status "Completed" and the attendance will be "Absent" (admin panel and session.csv)
• The "Student Attendance Reason" will automatically be "Late Cancel" (shown in the session.csv)
• The Started At Date, Started At Time, Ended At Date, and Ended At Time will be equal to the Date/Time the student submitted the late cancel (shown in the session.csv)

Emails -If the student cancels within the lead time

• The student will receive a notification that the session was cancelled, and if set up will receive one of the automatic no-show emails based on how many previous absences they have
• The provider will be notified via email that the session was cancelled, but the email is the regular cancellation email. There is no indication that the session was considered a "Late Cancel"

FAQ

Q: What happens if a student cancels an appointment that already happened in the past, and there are cancellation lead time settings within my community? 

A: If a student cancels an appointment after the appointment started (in the past), this will be considered a late cancellation.

• If this is part of a weekly series, and students are trying to skip/cancel a single instance, they must first submit session feedback for this week's event, then once the next occurrence has been created, skip/cancel that instance.  

Student & Provider Email Receipts

You have the ability to send students and providers a "receipt" of their Penji 1:1 session interaction. Once the provider completes their feedback, the email receipt will be sent out to whoever the setting is enabled for. This will be sent to students (if enabled) regardless if the student was absent or present. 

Default settings are shown above. 

The receipt will contain information about the:

• Date & Time of session
• Course (Subject)
• Location
• Attendance
• Duration (based on provider submitted feedback)
• What was entered in for the “Agenda” from the student (the responses to the questions shown when the student goes to book an appointment)
• If turned on, the provider feedback and the questions asked will be included
  
  • For 1:1 sessions: Penji will include provider feedback in email receipts sent to the provider and student.
  • For all sessions: Penji will include provider feedback in email receipts sent to any additional emails entered into a provider's post-session formThis is described within, "Provider Session Feedback (Admin Panel)" above.

When providers submit their feedback, if "Share provider feedback in session email receipts" is enabled, providers will be notified when completing their session feedback. It is encouraged to communicate with providers to let them know that their feedback will be shared with students if you turn this feature on. 

Student Receipt with share feedback from Provider enabled:

Provider Receipt with share feedback from Provider enabled: