Cancelling appointments

You can cancel an appointment before the appointment or on the day of the appointment.

When you cancel an appointment from Patient admin, you can:

• Record who cancelled the appointment

• Record the reason they cancelled the appointment

• Choose whether to add the patient to a waiting list, or record the outcome of the cancelled appointment

To cancel an appointment:

1. Select  Outpatients > Clinic List > double-click on a patient's name > Patient Detail.

   Depending on your permissions, you might need to select Go to patient record.

2. From Patient Detail > Patient admin > Show pathways > Appts > Booked Future Appointments, select an appointment with the status 'Appointment booked'.

3. Select Cancel appointment.

4. Select who cancelled the appointment.

5. Select the reason they cancelled the appointment.

6. Select an action.

   • To add the patient to a waiting list, select Cancel to waiting list, then select a waiting list.

   • If you want to record the outcome of the cancelled appointment, select Require outcome.

   • If the appointment is no longer needed, select No longer required.

7. Enter any notes.

8. Select Confirm.

9. What you do next depends on the action you chose.

   If you chose:

   • 'Cancel to waiting list'

     1. Select a correspondence option to change who the letters are sent to.

        To not send the letters, select None.

        The options you see depend on your organisation.

     2. Select Click to preview letters.

        The letters appear in your organisation's PDF viewer.

        A list of letters appears on the right. This shows the recipient of each letter and how the letter is delivered. For example, 'GP - MESH' or 'Patient - Manual print'.

     3. Select Send.

     A waiting list entry appears in Patient admin > Show pathways > WL > Active Waiting List Entries.

     Read more about waiting lists

   • 'Require outcome'

     An office administrator needs to record the administrative outcome of the appointment.

     Read more about recording the administrative outcome of an appointment

You can cancel an appointment to a waiting list before the appointment or on the day of the appointment.

When you cancel an appointment from Calendar, you can:

• Record the reason for cancelling the appointment

• Choose the waiting list the patient is added to

To cancel an appointment to a waiting list:

1. From  Outpatients > Calendar > , select a clinic and a day to view.

   Read more about viewing your clinic's calendar

2. Right-click on an appointment slot.

3. Select Cancel Selected Appointments to Waiting List.

4. From Letter options, select an option to change who the letters are sent to.

   To not send the letters, select None.

5. To preview any letters, select .

6. Select Cancel appointments and send letters.

7. Select a reason for cancelling the appointment.

8. Select a waiting list.

9. Enter any notes.

10. Select Confirm.

    A waiting list entry appears in Patient admin > Show pathways > WL > Active Waiting List Entries.

    Read more about waiting lists

Only for face-to-face appointments and video consultations. You can't do this for telephone appointments or unattended appointments.

On the day of the appointment, you might be looking at your clinic's calendar and recording which patients attend their appointment. A patient might call you and say they want to cancel their appointment. Or, your clinic might decide it needs to cancel a patient's appointment if the clinic overruns that day.

When you cancel an appointment, you can:

• Record who cancelled the appointment

• Record the reason they cancelled the appointment

After you cancel the appointment, you must record the administrative outcome of the cancelled appointment.

To cancel an appointment:

1. Select a clinic and day to view.

   You can do this from:

   •  Outpatients > Calendar > 

   •  Outpatients > Clinic List

   You must view appointment's that are happening today, or on a previous day.

   Read more about viewing your clinic's calendar

   Read more about viewing a clinic list

2. Double-click on an appointment.

3. Select Patient cancelled.

4. Select who cancelled the appointment.

5. Select the reason they cancelled the appointment.

6. Enter any notes.

7. Select Confirm.

   The appointment's status changes to 'Cancelled, outcome required'.

   An office administrator needs to record the administrative outcome of the appointment.

   Read more about recording the administrative outcome of an appointment

Only for face-to-face appointments and video consultations. You can't do this for telephone appointments or unattended appointments.

On the day of the appointment, you might be looking at your clinic's calendar and recording which patients attend their appointment. If you cancel a patient's appointment in error, you can reinstate the appointment.

To reinstate a cancelled appointment:

1. Select a clinic and day to view.

   You can do this from:

   •  Outpatients > Calendar > 

   •  Outpatients > Clinic List

   You must view appointment's that are happening today, or on a previous day.

   Read more about viewing your clinic's calendar

   Read more about viewing a clinic list

2. Double-click on a cancelled appointment.

   From Calendar, cancelled appointments are white.

   From Clinic List, cancelled appointments have the status 'Cancelled, outcome required'.

3. Select Undo Cancellation.