When a patient cancels an appointment, it's important to handle the situation properly to avoid losing important information or losing track of the patient. In CareStack, selecting the right status for the cancellation can trigger a helpful feature: the appointment will be moved to the Reschedule Queue. This allows for easy access to the details of the cancelled appointment, which can be used to create a new appointment and ensure the patient is accommodated.
Let's explore how this process works.
Topics Covered
Take a look at this tutorial for a brief walkthrough.
Change Status of an Appointment
To change the status of an appointment, perform the steps below.
- Navigate to the Scheduler.
- Right-click on the intended Appointment.
- You can see all the appointment statuses on the menu.
- Click the intended Status to update it.
You can also click on the appointment tile to open the appointment slide-out and change the Status from the top.
| Note: The color codes used for appointment statuses are customizable. Click here to learn more |
- A toast notification will appear on the top right stating 'Appointment status changed successfully'.
Cancel an Appointment
Perform the steps to cancel an appointment.
- Right-click on the intended Appointment tile.
- Click Cancel.
| Note: Any recall procedures or Care Notes connected to this appointment will be automatically delinked once it is marked as Cancelled or No Show. |
A Missed Appointment modal will appear:
- The Linked Procedures section will display any procedures linked to the appointment.
Under Appointment Details section, you can view the following information based on the specific patient's history:
-
Previous Cancellations by Patient
- Short Notice Cancellations
-
Previous Cancellations by Practice
- Short Notice Cancellations
- Previous No Shows
- Previous Reschedules
Under the Cancellation Details section:
- Choose whether the appointment was Cancelled By: Patient or Practice.
| Note: When an appointment is cancelled, it is crucial to document who initiated the cancellation for accurate record-keeping and follow-up. By using the Cancelled By option, you can indicate whether the cancellation was made by the Patient or the Practice. |
- Check the Mark as Short Notice Cancellation checkbox:
- If the cancellation falls within your practice's set threshold time, this is selected by default (you can uncheck it if necessary).
- If it falls outside the threshold, it will not be selected, but you can check it manually if needed. Click here to learn more about setting the threshold time.
- To add a cancellation code, click +Add Code.
- Select the appropriate cancellation Code and Provider.
- Click Save.
- Enter appointment cancellation Notes, If any.
- You can choose to cancel and remove the appointment or reschedule it to a later date.
- To cancel the appointment, click Cancel & Remove Appt.
- To Reschedule the appointment, check out the next section.
| Note: For online appointments where a deposit fee has been collected and a cancellation has been requested, you can initiate a refund by following the navigation in the banner below. |
Rescheduling Options for Appointments
You will find the following three options to reschedule, upon selecting Cancel or No Show for an appointment.
- Add to Reschedule Queue
- Find New Time
- Reschedule now
Add to Reschedule Queue
Choose this option if you want to retain the appointment details and reschedule it later.
- Click Add to Reschedule Queue to move the cancelled appointment to the reschedule queue.
You will receive a toast notification on the top right stating, 'Appointment Status updated successfully.'
Navigate to the Lists on the left side panel and click Reschedule Queue.
Inside the Scheduling List, you can find the complete list of appointments that are yet to be rescheduled.
Find New Time
- Click Find New Time to find a time slot.
- On the Find Slot slide-out:
- Select the required Providers and Production Types.
- Click Search Appointment.
- The available slots will be listed on the right.
- Click View in Scheduler on the suitable line item.
You will be redirected to the Scheduler.
- Click Click to Book Appt.
- Enter the Appointment Details.
- Choose the Reschedule Reason: Patient or Practice.
- Click Save.
- Once the you complete this process your appointment is changed to new time slot.
To learn how to book family appointments, click here.
Reschedule Now
|
Note:
|
- Click Reschedule Now to reschedule the appointment from the Scheduler right away.
- The Appointment slot would be displayed in a dotted outline.
- Click and drag on the desired slot on the scheduler screen to open the appointment slide out to reschedule.
- Add Appointment Details.
- Choose whether the appointment was Rescheduled By the Patient or Practice.
- Click Save.
- A toast notification will appear on the top right stating, 'Appointment booked successfully.'
| Tip: Ensure to click the checkbox of 'Retain the selected codes in appointment' on the top right only if you would like to keep the included treatments with the appointment for later. |
A toast notification will appear on the top right stating, 'Appointment Status updated successfully'.
To learn more about Reschedule Queue Features, click here.
Practices can use this guide to learn about the Reschedule Queue so that users know precisely how to handle when a patient calls to cancel their appointment.