Overview
Managing patient cancellations smoothly is essential. Our platform informs patients of any fees when they cancel, captures their reason for cancelling, and gives you full control over how you respond. This guide walks you through how cancellations work and what steps you can take afterward.
How Cancellations Work
When a patient cancels through the patient portal:
They are informed if they are within your cancellation period and shown the applicable missed appointment fee.
They must provide a reason for cancelling, which gets recorded for your review.
If applicable, any previous warnings or missed appointment fees are displayed to the patient during cancellation.
The cancellation does not automatically charge their card on file. Instead, you can review their reason and decide the best course of action.
Your Action Options
After a cancellation, you can:
Charge the missed appointment fee manually by clicking the button on their appointment details.
Reach out to the patient if their reason warrants a conversation (e.g., an emergency).
Forgive the cancellation, but still track it as a missed appointment within your records.
You can see the cancellation reason by clicking the appointment on the Schedule or in the Appointment List.
Enabling Cancellation Notifications
To stay informed in real-time:
Go to Settings > Notifications > Staff Notifications.
Click the blue Edit button.
Enable text (SMS) or email notifications for cancellations.
Receiving instant alerts allows you to quickly review the reason and act accordingly.
Important Notes
Why we don’t automatically charge:
Automatically charging a cancellation fee could upset patients in serious situations (e.g., medical emergencies). We believe it’s better for the practitioner or staff to make the final decision.
Policy Settings:
If you prefer, you can adjust your Cancellation Policies (under Settings > Policies) to prevent patients from cancelling online within a certain time frame (like 24 hours). However, this may lead to more phone calls and emails instead of smoother online cancellations.
Waitlist Opportunity:
When a patient cancels online, if a waitlist is active, patients on the waitlist are automatically notified about the new opening — helping you fill the spot faster.
If you have any questions or would like assistance adjusting your settings, feel free to reach out, we’re happy to help!