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Flagging a Visit

Updated

The Flag Visit feature allows you to report issues with appointments that did not or could not take place. Sesame requires clinicians to report visit issues within 2 hours of the scheduled appointment time.

Flagging visits promptly is important—it gives our team the information we need to verify what happened if a patient disputes the visit, without having to follow up with you for clarification later.

When to Use the Flag Visit Feature

Use this feature if an appointment did not occur as planned due to:

  • Patient no-show

  • Unable to treat (e.g., out-of-scope symptoms, age restrictions, or location mismatch)

  • Provider delay or missed visit

  • Technical difficulties

  • Other circumstances that prevented the visit from taking place

Flagging is only needed if the visit cannot be completed—not for minor issues (such as a patient joining late).

How to Report an Issue

  1. Go to your Dashboard and find the appointment in your visit list.

  2. Click the flag icon next to the appointment.

  3. Select the reason that best describes the issue:

    • The patient didn’t show up

    • Unable to treat

    • I was late or missed the appointment

    • There was a technical issue

    • Other

  4. Add any additional details in the text box. This note will be visible to Sesame’s Support and Provider Success teams.

  5. Click Send Feedback to submit the flag and save the appointment status.

Canceling Upcoming Appointments

If you need to cancel an upcoming visit before it takes place:

  • Flag the visit as Unable to Treat in your provider portal.

  • This will notify the Sesame Customer Support team immediately, so they can manually cancel the appointment and process the refund for the patient.

Important: Do not use the Unable to Treat flag for patient no-shows or for visits where services were rendered.
Using this flag will result in the patient receiving a full refund and the provider not being paid for the visit.

If a patient requests or inquires about a refund, do not advise them on whether they will receive one.
Instead, direct them to support@sesamecare.com, where our Customer Support team will review and assist the patient directly.

Tip: If you experience a recurring technical issue (e.g., a failed video connection), flag the visit as Technical Issue, then contact doctors@sesamecare.com so our team can review call logs and assist.

 

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