CSR Policy – Client Discharge Process

CSR Policy – Client Discharge Process

Purpose:

To ensure a consistent, compliant, and client-centered process for discharging clients who are no longer engaged in services, have requested to terminate care, or have violated Lartey Wellness Group’s attendance and no-show policy.

Policy

A client may be discharged from services if one or more of the following conditions are met:

1. Client Request for Termination

The client explicitly communicates that they wish to end services with Lartey Wellness Group.

2. Lack of Engagement

The client has had no scheduled or attended sessions for 60 days or more and has not responded to outreach efforts.

3. No-Show Policy Violations

• The client frequently misses scheduled sessions without notice, or cancels late, disrupting care continuity.

• Document no-show incidents in TherapyNotes.

• Consult with the assigned CSR or admin team before recommending discharge for attendance issues.

Reassignment Consideration:

• If a clinician wishes to remove a client due to attendance issues but believes they may benefit from services, they should notify the admin team.

• The admin team will review the case to determine if reassignment to another therapist is possible instead of full discharge.

• Consider reassignment when barriers relate to therapist-client fit, scheduling conflicts, or clinical dynamics, not client disinterest.

4. Transfer or Referral

The client is transitioning care to another provider or higher/lower level of care, as determined by the clinician.

5. Clinical or Ethical Reasons

The clinician determines the client’s needs exceed their scope of practice or that continuing care would not be clinically appropriate.

Discharge Procedures

Clinician Review and Recommendation

• The clinician decides discharge is suitable.

• A termination note is documented in TherapyNotes.

• The termination note includes clinical rationale and discharge date.

• Ensure the termination note is in the client’s chart before sending the discharge letter.

CSR Verification

• CSR reviews the client’s chart to confirm:

  • No sessions in the last 60 days (if applicable).

  • Completion of three (3) outreach attempts within one month using at least two contact methods (e.g., call, text, email, portal message).

  • Documentation of all contact attempts in TherapyNotes.

Admin Coordination

• For discharges due to repeated no-shows, noncompliance, or clinical concerns, the clinician or CSR must consult with the admin team for review and approval.

Authorization and Administrative Updates

• If the client has active Medicaid or other insurance authorizations, CSR notifies Leigh to close or discharge the authorization appropriately.

• Notify Kerri Ann or Leigh to remove the provider as the assigned clinician once the discharge is confirmed.

• If the client requests no further communication, CSR notifies Brianna to remove them from mailing and communication lists.

• A Discharge Claim will be submitted as part of the administrative process.

Discharge Letter

• Once discharge is confirmed, CSR or clinician sends a discharge letter to the client via the client portal or another secure method.

• The letter should confirm the discharge date, reason for discharge (as appropriate), and instructions for re-engagement or transfer of care.

Special Note Clients are always welcome to return for services in the future. If a discharged client reaches out, follow the Returning Client Policy to re-engage them. Clients wishing to return must complete the full intake process again, including new paperwork, intake appointment, OMHC Assessment, and any other required onboarding steps.