here in my location....everything that is received from client to therapist gets copied, stamped with date and time received,and documented on a contact log then placed in the clients file, including emails, phone calls, letters asking for scheduling.

one person I know who did not believe their treatment provider, mental health agency has to document phone calls, emails and other correspondence found out and lost a bet with their friend in a fun way. she called her therapist and asked for scheduling. when scheduling came on the line she said I need to make a change to my appointment time, would you like me to hold on while you get a pen and the phone log to document this call? and the receptionist said no need its all on computer now I just check off the boxes whether this is an incoming call or out going and reason for the call. then the friend said so you will just need to forward a copy of this call to my file and its documented I called you and why. the receptionist said yes, sorry my computer is working so slow I should be in the scheduling page in just a moment. lol

computers actually make it easier for treatment providers to document / update a clients files.

heres a suggestion next time you cal in to schedule your appointment ask the person that answers if you can have the date and time of your last phone call making changes to scheduling. they will tell you whether they have documented that for you and whether they have access to your file to look up that information.