Configure Patient Appointment Management

Access Patient Appointment Management

1. Hover over the User icon and click on Practice Settings. The Practice Settings page opens.
2. Click Online Scheduling. The Patient Appointment Management page opens.

Configure Reschedule Appointments

Enable reschedule appointments to allow patients to reschedule their appointments from an appointment reminder with the same provider, service location, and visit reason.

1. Click the reschedule appointments toggle on to enable the option to allow patients to reschedule their appointments online. The option is turned on and additional settings are displayed.
   • To disable the option, click the reschedule appointment toggle off.
2. Configure reschedule appointment settings as applicable.
   1. Online Reschedule Cutoff: By default, patients can reschedule their appointment up to 48 hours before their scheduled appointment. If applicable, click the drop-down to change the option to 24 hours in advance or 72 hours in advance.
      Note: Appointment reminders must be sent before the selected cutoff time for patients to access the option to reschedule.
       Tip: It is recommended that the practice selects a timeframe that allows the front office staff time to manage the tentative appointment workflow when the patient submits a reschedule request.
   2. Policy Message: By default, the reschedule policy message displayed for the patient is "Appointments may be rescheduled up to 48 hours before the scheduled time.". If applicable, customize the message for the practice (up to 150 characters).
      Note: If the cutoff option was changed, edit the policy message to reflect the updated hours.
   3. Reschedule Reasons: By default, the option to require a reschedule reason is selected. To disable this option, click to clear "Require reschedule reason".
      Note: Reporting for reschedule reasons are currently not available.
   4. Click Save Reschedule Options when finished.

Configure Cancel Appointments

Enable cancel appointments to allow patients to cancel their appointment from an appointment reminder.

1. Click the cancel appointments toggle on to enable the option to allow patients to cancel their appointment online. The option is turned on and additional settings are displayed.
   • To disable the option, click the cancel appointment toggle off.
2. Configure cancellation appointment settings as applicable.
   1. Online Cancellation Cutoff: By default, patients can cancel their appointment up to 48 hours before their scheduled appointment. If applicable, click the drop-down to change the option to 24 hours in advance or 72 hours in advance.
      Note: Appointment reminders must be sent before the selected cutoff time for patients to access the option to cancel.
       Tip: It is recommended that the practice selects a timeframe that allows the front office staff time to schedule new appointments for cancelled time slots.
   2. Policy Message: By default, the cancellation policy message displayed for the patient is "Cancellations must be made at least 48 hours in advance.". If applicable, customize the message for the practice (up to 150 characters).
      Note: If the cutoff option was changed, edit the policy message to reflect the updated hours.
   3. Cancellation Reasons: By default, the option to require a cancellation reason is selected. To disable this option, click to clear "Require cancellation reason".
      Note: Reporting for cancellation reasons are currently not available.
   4. Click Save Cancellation Options when finished.

Patient Experience: Manage Appointment

Example of email and SMS appointment reminders for patients to access the option to reschedule or cancel their appointment.

Note: Patients can only access the option to reschedule or cancel from a reminder if the appointment reminder is sent before the selected cutoff time closes.

• Patient taps Reschedule Appointment in the email or the manage appointment link in the text message to reschedule or cancel their appointment.
• After the appointment is rescheduled or cancelled, the link to manage the appointment expires and will no longer be accessible.

Patient Experience: Reschedule Appointment

Patients can request to reschedule an appointment using the provider's online booking schedule with the same service location and visit reason of the original appointment.

After the appointment request is sent, the patient will receive a pending appointment email and the original appointment is moved to the Finished tab on the dashboard with a Rescheduled status. The link to manage the appointment expires and will no longer be accessible.

The practice can review the tentative appointment to confirm the request and the patient will receive an appointment confirmation email once completed.

1. Patient taps Reschedule Appointment in the email or the manage appointment link in the text message to reschedule their appointment. The verification page opens.
2. Patient enters their date of birth and taps Submit. The appointment details page opens.
3. Patient taps Reschedule. The Reschedule Appointment page opens.
4. If applicable, patient taps on a reason for rescheduling.
5. Patient taps Pick a new date. The provider's online booking calendar opens.

Patient Experience: Cancel Appointment

Patients can cancel their appointment online and receive a confirmation email. The appointment is moved to the Finished tab on the dashboard with a Cancelled status. The link to manage the appointment expires and will no longer be accessible.

1. Patient taps Reschedule Appointment in the email or the manage appointment link in the text message to reschedule or cancel their appointment. The verification page opens.
2. Patient enters their date of birth and taps Submit. The appointment details page opens.
3. Patient taps Cancel. The Cancel Appointment page opens.
4. If applicable, patient taps on a reason for canceling.
5. Patient taps Review cancellation. The review page opens.