Rehabilitation success relies on consistency. As is the case with any structured exercise program, progressive, repetitive and frequent load is key for creating stimulus for change. So when exercise sessions are skipped, progress stalls, and recovery plateaus.
But we get it—life happens! Managing cancellations requires a delicate response, especially when working with those with complex mental and physical health challenges. That’s why we have developed a proactive approach to navigating cancellations – helping to keep clients on track and progressing smoothly through their recovery journey.
Setting Expectations Early
Those who are new to exercise may underestimate the time and effort required to create meaningful change. As much as we wish it could, one or two spontaneous exercise sessions won’t fix a longstanding problem! We navigate this by setting expectations from the start. During the initial assessment, we introduce each client to our Cancellation Policy. While this is important to outline our attendance expectations from a company perspective, it also ensures they understand why consistency is so crucial for their progress.
By establishing our expectations early, we set the tone for the rest of the program. This encourages clients to commit to their schedule, prioritize their rehabilitation, and stay accountable for their attendance.
Digging Deeper: Understanding the True Barriers to Exercise
Sometimes, a cancellation is as simple as a forgotten appointment or a scheduling conflict. But when cancellations become frequent, there’s usually an underlying reason.
For some clients, avoiding sessions can be tied to deeper challenges:
- Anxiety or fear: Mental health conditions may make it difficult for someone to leave the house, or exercise in a public space,
- Pain avoidance behaviours: They may fear that exercise will exacerbate pain,
- Frequent spikes in fatigue: Boom and bust patterns may lead to ‘forced rest’ and avoidance of exercise,
- Logistical barriers: Issues like transport difficulties, family responsibilities, or time management struggles can make attending sessions feel overwhelming.
By identifying these barriers, we can address them head-on, ensuring that clients don’t get stuck in a cycle of avoidance that slows their recovery.
Exploring Alternatives: A Solution-Based Approach
When a client calls to cancel, we don’t just accept it—we problem-solve! We reach out immediately to explore alternative solutions:
🔄 Modify the session: If pain, fatigue, or anxiety is a concern, we adjust the session to match their current capacity (and use it as an opportunity for education!).
🏡 Change the location: If travel is a challenge, we offer home-based sessions.
📆 Reschedule: If they have another commitment, we find another time that week.
💻 Telehealth option: If they can’t attend in person, we offer a video or phone session instead.
By providing these options, we are creating flexible solutions to allow exercise to fit in amongst their unique circumstances.
Shifting Mindsets: Overcoming Barriers to Exercise
By working through any barriers to exercise, it also presents an opportunity to reshape their mindset around exercise. We can reinforce key messages, such as:
- Pain education: Helping clients understand that avoiding movement can reinforce the chronic pain cycle,
- Activity management strategies: Educating on how to balance activity levels across the week to avoid the “boom and bust” cycle,
- Graded exposure to anxiety-provoking environments: By introducing things gradually and with a supportive approach, we can reduce the fear associated with it
- Routine adjustments: Sometimes it’s a matter of reshuffling the daily routine or finding ways to work exercise around existing commitments.
This helps clients stay engaged in their rehabilitation rather than reinforcing the behaviors that keep them stuck.
Action Creates Motivation
Sometimes, all someone needs is a little nudge to get them started. The more they show up, the more progress they see, and with progress comes motivation—the ultimate driver of long-term commitment.
By taking a problem-solving approach – even in the face of challenge – we encourage our clients to be active participants in their recovery. This keeps them accountable, engaged, and ultimately, helps them to take ownership of their recovery.
The Bottom Line
Cancellations happen—but they don’t have to derail progress. By setting clear expectations, addressing deeper barriers, offering flexible alternatives, and fostering accountability, we keep clients committed to their rehabilitation.
Author: Yolanda van Vugt