Clinical quality at Tava means more than what happens during a session. It means ensuring that care across our provider network is accessible, reliable, clinically effective, and safe. We hold our providers to clear standards grounded in the six domains of healthcare quality: safety, effectiveness, client-centered, timeliness, efficiency, and equality, and we actively monitor performance across our network to uphold these standards.
Provider Expectations
Reliable attendance is one of the most fundamental expectations we set for providers in the Tava Health network. Providers are expected to attend every scheduled session on time, and to give adequate notice when they need to reschedule. Prior to joining our network, providers must first demonstrate reliability and consistency in therapy sessions, be individually vetted by our clinical operations team, and commit to quality expectations outlined in the application process.
Real-Time Detection
Tava's platform automatically detects when a provider has not joined a session where a member is waiting. If the provider is late to a scheduled session, does not join a session, or cancels a session less than 24 hours before the scheduled start time, the events are logged in our system and the Tava support team is alerted in real-time.
Member Experience
Members are never left without communication. If a provider is running late, the member sees a message within the session acknowledging the delay and encouraging them to stay engaged with helpful tips to make their therapy session better. If the provider does not show, the member is presented with options to report the no-show to Tava's support team, reschedule the appointment, or connect with a different provider. Members are never charged for a session their provider did not attend, and EAP session credits are not deducted.
Internal Response
When a no-show or very late cancellation is confirmed, Tava's clinical operations team is notified in real time. Our support team follows a defined response protocol with the goal of reaching the member as quickly as possible - often within minutes. Outreach includes a direct call to the member to offer support, facilitate rescheduling, or coordinate a provider change.
Incident Tracking and Reporting
Every provider no-show and late cancellation is logged as a structured incident in Tava's system. This data powers ongoing quality monitoring, provider accountability and reporting.
Provider Accountability
Tava uses incident data to identify patterns in provider behavior. Providers with repeated no-shows or late cancellations are engaged through a structured escalation process managed by Tava's clinical operations team. This includes direct outreach, clinical manager review, referral suspension, or removal from the Tava network.
If you have questions about how Tava manages provider attendance and clinical quality, reach out to your Tava account team or contact us at partner-support@tavahealth.com.