Sometimes clients unexpectedly stop attending or responding. While this is a common part of outpatient work, we hold responsibility to ethically and clearly conclude treatment when engagement ends.
This guide supports you through the process of closing a file when therapy ends due to inactivity, not by mutual agreement.
For planned or agreed-upon endings, see:
Discharging Clients- Concluded https://support.ruhcare.com/en/articles/12961832-discharging-client-concluded
When Is a Client Considered Inactive?
A client is inactive when either of the below occur:
Disengaged From Communication
You have sent 3 outreach messages, spaced ~2 weeks apart
The client has not responded for 8+ weeks
Disengaged From Attendance
3 consecutive cancellations or no-shows
If the client clearly expresses:
They met their goals and do not wish to continue
Complete a Discharge - Completed instead.
If the client expresses a fit concern:
Contact CCT for a rematch and apply our Fit Guarantee process if applicable
What You Need to Do When a Client Becomes Inactive
Attempt Re-Engagement
Send check-in messages through the client chat. You may utilize the Smart Phrases as a template.
Document that attempts were made to contact client as admin notes in the chart.
Final Clinical Review
Before discharging:
Complete all session notes and sign/lock them
Review whether they are still seeing other Ruh providers
→ If yes, simply remove yourself from the care team or connect with CCT to have yourself removed.
Complete a Discharge Summary Note
Keep it brief but clinically meaningful:
Include:
Reason: Unplanned Discontinuation / Client Inactivity
Last session date
Treatment focus, goals, and progress to last contact
Risk level at last contact & any relevant considerations
Efforts made to re-engage
Your documentation should clearly show you have not abandoned care.
Update Client Status on Platform
Move client to: Discharged Clients group
CCT will handle archiving the chart once they complete their own chart check.
The group name does not include details as client may decide to return at any time
*The client can schedule again in the future without barriers.