she's had to cancel before and stated it was for a family medical emergency (someone having surgery and she needed to be there)...and last year sometime her brother in law died and the receptionist called to cancel her appts for the week. when i saw her the next week i asked if everything was ok...i could tell she was upset. she chit chatted for about 5min about it and that was it. i brough it up because i care about her and wanted her to know i cared.