The Complete Guide to Preparing for the Holidays: Beat the Last-Minute Chaos and Stress

Ever feel like you’re constantly chasing clients - whether it’s an “existing” client or new clients to fill the gaps in the diary? You’re not alone. In fact, one of the biggest headaches in private practice is juggling a calendar plagued by empty time slots. The good news? By mapping out your client journey and committing to recurring appointments, you can protect the practice from the dreaded “slow periods” while also providing best practice.

Step One: Map the Client Journey (and Spot the Roadblocks)

Before you start rearranging schedules or insisting on “weekly or bust,” figure out the actual journey your clients go on.  You know, from the second they’re just considering therapy, right through to regular sessions and (strategically, NOT hopefully) hitting their clinical goals.

1. Contemplation
   They’re Googling “Am I depressed?” or watching random TikToks on ADHD. They might be researching why they “don’t feel like themselves”, but they haven’t contacted a professional yet.
   
2. Preparation
   Maybe they talk to a GP or a friend, scan your website, or call your admin. They’re almost ready to commit but can still bail at the slightest friction (like a busy schedule, or fear of new experiences).
   
3. Action
   They finally book that appointment. [NEWSFLASH: Making the phone call is NOT THE HARDEST PART OF THE JOURNEY. STOP SAYING THAT!!!!  It’s actually attending the session AND then returning time after time after time] Guess what helps them stick around? Clear expectations. If your practice’s language is to encourage the client to cancel their sessions; you’re basically telling them it’s okay to keep a foot out the door.
   
4. Maintenance
   Sessions are happening, but life is messy. Will they keep attending their appointments? Will they pay that “session fee” or drop out too early? This is where reoccurring appointments are gold, reducing the chance of last-minute stress.
   
5. (Potential) Re-Engagement
   Even after discharge or disengagement, many clients come back later, especially if you’ve delivered genuine help in the first place. A solid client journey means they know exactly what to expect if they need therapy again.
   

Pro Tip: Write down the common barriers that pop up in each phase: like school pick-ups, shift work, or “I feel better now, so I’ll cancel all my future sessions.” Then plug those solutions into your journey map, so you can address them before they derail therapy.

Step Two: Shift from “Cancellation Policy” to “Session Fee Policy”

A lot of practice use the time frames:  “Oh, we just need 24/48 hours’ notice to cancel.” Translation: It’s okay to ditch your spot. But when you call it a “session fee policy,” you flip the script:

• The time slot is theirs (whether they show or not).
• They can move to telehealth if they can’t come physically.
• If they truly can’t make it, they’re still financially responsible, because they’re choosing to surrender the slot.

Some might grumble, but here’s the kicker: Clients who really value your therapy relationship will adapt and accept this boundary. Ironically [hopefully, I’m using that correctly here!], it’s a win for them: if their weekly (or fortnightly) slot is guaranteed, they know they’ll get consistent care. No more scrounging for random cancellations or worrying you’ll have no openings.

Another Bonus: Less time your admin spends on the phone playing Tetris with the diary, and more time they can spend on higher-level tasks (like client engagement, follow-ups, or just breathing in peace). 

Bonus Bonus: When you know that the clients who are booked in are going to attend, you no longer have that false sense of hope that you’ll be full during your slow period.  You will know!

Step Three: Recurring Appointments = Consistency and Better Outcomes

You’re an expert in mental health. Own that authority. If the best practice for a particular issue is weekly therapy, say so! Don’t undersell your approach. Let clients know exactly how you structure sessions:

1. Weekly to Fortnightly
   If you see them weekly for a set period, then stretch to fortnightly or monthly once they’ve hit certain milestones, say so up front. Clients aren’t mind readers. They love clarity. [Plus- clear is kind.  And Clear is Neuroaffirmative care.]
   
2. “Same Time, Same Day”
   Consistency not only keeps your diary predictable, it also reduces stress for clients especially those who thrive on structure (e.g. neurodiverse folks, or busy professionals with shifting demands).
   
3. Offer Telehealth Alternatives
   If they’re sick or stuck, a phone or video session can save them from losing the slot (and you from losing revenue). Their choice: either pivot to Telehealth or pay the session fee if they choose not to use the clinical service attached to the session time and day they agreed to.
   

Why It Works: When they know you’re serious about consistent attendance and you’re not being apathetic or apologetic about it, they’ll either commit or opt out early. That’s actually a good thing, because you end up with motivated clients who show up and get outcomes.

Step Four: Scripts for Barriers (Stop Reinventing the Wheel)

Barrier: Work Just Called Me In

Script: “I get that work can be unpredictable. But remember, this slot is specifically reserved for you, so if you can’t make it, you still pay the session fee. Can we try switching to Telehealth instead? Or maybe it’s worth booking a time less likely to clash.”

Barrier: My Kid Is Sick

Script: “Totally understand. We can always do a phone or video session. It saves you a trip, and it keeps the momentum. We will pivot our conversation to be more kid friendly, if needed.  Let me know what you prefer.”

Barrier: I Forgot

Script: “Life’s busy, right? Let’s book you the same day and time each week to keep it easy. And pop a reminder in your phone as soon as we finish booking.”

When you build out these go-to responses, your admin (or you) won’t freeze up whenever a client says, “Ah, can we just skip this time?”

Step Five: Rinse and Repeat (No Guilt)

The main reason we hesitate to enforce a “session fee policy” is fear: fear clients won’t come back, fear of looking “money-hungry.” But guess what?

• You’re a specialist in mental health [YES! I’m going to say that and you know why? Because I don’t have that restriction to honor the crucial role you play in community health and wellbeing]. This is your client's journey afterall, they are adults and this means they get to decide what to do with that time you’ve saved for them. 
  

• Clients choose therapy because they value it, and actually honor the therapeutic relationship as they are actively participating in it [and you’re not the only one holding the space for them]. They’d rather see a consistent, confident clinician than scramble around a patchy diary.

Also: Your emotional well-being matters. Chasing people is exhausting. When you embrace reoccurring appointments, you reduce burnout by focusing on actual therapy, not micromanaging last-minute diaries [or paying a brilliant admin human to be doing it when they could be doing so many other wonderful things for your practice.]

Ready to See Less Chaos in Your Diary?

Here’s your quick action plan:

1. Refine Your Client Journey Map: Add steps highlighting how you discuss attendance and frequency.
2. Language Check: Remove “Just call if you need to cancel!” in your practice. Replace it with “If you can’t attend in person, we do Telehealth.”
3. Book Holidays in Advance: Model the consistency you expect from clients. Don’t be that therapist constantly rescheduling.
4. Practice Your Scripts: Write down the top 5 reasons people cancel, and craft short, calm replies. Keep them in your phone or at your admin desk.
5. Lead With Authority: You’re the expert. If they need weekly for six weeks, say so. Set them up for success by guaranteeing their slot and emphasising attendance over just simply booking.
   

Implement these steps, and watch your once-chaotic schedule turn into a structured, sustainable therapy journey for clients. Better attendance, fewer phone calls, more actual therapy time and that’s a win for everyone.  

In Short

• Recurring appointments + session fee = calmer diary, fewer cancellations.

• Language matters: Teach them to attend; don’t teach them to cancel.

• Personalise without reinventing every step. The secret sauce is having a consistent framework.

Try it for the next few months. You might be surprised how quickly clients adapt and how much breathing room you gain to do what you do best: helping them climb their personal Everest.

Need more templates or have questions? That’s what we’re here for. At Private Practice Alliance, we’re all about making the client journey smooth, sustainable, and effective, so you can focus on real therapy, not an endless game of phone-tag.