Why does attendance matter?
Patients come to Fay seeking timely, reliable nutrition care at moments when they are motivated to improve their health. When providers miss or are late to appointments, it can disrupt care, weaken trust, and lead patients to disengage or delay treatment. Consistent attendance ensures patients can reliably access care and supports stronger outcomes, continuity, and engagement across their care journey.
What are Fay's attendance expectations?
Providers are expected to:
Attend all scheduled appointments
Join sessions on time
Notify patients promptly if running late, rescheduling, or canceling
Contact Fay Provider Support if technical or operational issues arise
What counts as an attendance violation?
The following are considered attendance violations:
No-show: missing a scheduled appointment without reasonable advance notice
Excessive tardiness: joining more than 10 minutes after the appointment start time without advance notice
What happens if I have an attendance violation?
Attendance violations are tracked on a rolling 12-month basis. Providers will be notified in writing each time a violation is recorded, including their current standing.
Occurrence | Response |
1st occurrence | Written notice |
2nd occurrence | Written notice |
3rd occurrence | Written notice, 30-day probation, and 30-day pause on Fay-sourced referrals |
4th occurrence | Removal from Fay |
What if I have an emergency or unexpected issue?
Fay recognizes that emergencies and unexpected events can impact attendance, including personal or family emergencies and unforeseen technical issues. If an exceptional circumstance affects your ability to attend a scheduled appointment, notify Fay as soon as reasonably possible at [email protected] so the situation can be reviewed and resolved appropriately.
How can I learn more about Fay's provider attendance standards?
As a part of Fay's Provider Terms of Service Agreement, you can find Fay's provider attendance standards here.