VA Mental Health: New Law Mandates Two Phone Calls to Reschedule Canceled Appointments

The aptly named “No Veteran Falls Through the Cracks Act” is a short, punchy piece of legislation focused entirely on one critical area: making sure veterans who cancel a mental health appointment at the VA don't disappear from the system. If you are an enrolled veteran and you cancel a mental health session—whether you called, used an app, or sent a carrier pigeon—the VA Secretary is now legally required to try and get you back on the schedule, pronto. This new mandate applies to all “covered veterans,” which is essentially anyone enrolled in the VA’s patient system.

The 'Two-Call' Rule for Continuity of Care

This bill doesn't just ask the VA to think about rescheduling; it sets a specific, measurable procedure. When a cancellation happens, the VA must make an initial phone call to the veteran to try and book a new time. If you don't reschedule during that first call—maybe you missed it, or you weren't ready to commit—the VA has to try calling you at least one more time. This is a big deal because it takes the burden of follow-up off the veteran, who might be struggling, and places it squarely on the VA. For someone juggling PTSD, depression, or TBI, having the system proactively reach out can be the difference between getting care and falling into a gap.

What This Means for Vets and VA Staff

For veterans, this is a clear win for access. It’s a procedural safeguard ensuring that a single moment of overwhelm or a scheduling conflict doesn’t derail necessary treatment. Imagine a veteran who cancels an appointment because they had a bad day; under the old system, they might have simply stayed home. Now, they get a second and third chance to reconnect with care, which is vital for maintaining treatment momentum. This provision directly addresses a common real-world problem: life happens, but care shouldn't stop because of it.

However, this mandate isn't without its practical challenges. The benefit for veterans means a new workload for VA administrative staff. They now have a clear, mandated task—making at least two phone calls per cancellation—which adds significantly to their daily scheduling duties. While the intent is excellent (increased utilization and better care continuity), the VA will need to ensure its scheduling departments are adequately staffed to handle this increase in required outreach, otherwise, the efficiency gains could be offset by administrative strain.