Why did this patient come in for an appointment when they are not in the book? – HotDoc Support

Question

Why did a patient come in for an appointment when they are not in the book?

Best Practice - Medical Director (Pracsoft) - Zedmed - Helix - Genie - Optomate

The patient may be viewing a Modified appointment in their HotDoc app.

When a patient books an appointment online and it confirms in your software, the appointment will display as Confirmed in the patient's appointment history in HotDoc:
If the appointment is then cancelled or rescheduled, HotDoc cannot be sure of which of these two actions has occurred. For this reason, we update the patient's appointment from Confirmed to Modified in their appointment history:
The patient will be instructed to call the clinic for more information however please be aware that the patient will not receive a notification when the modification occurs.
Please reach out to a patient directly when their appointment has been cancelled or rescheduled.

**ⓘ Please note**
You can actually check what happened with an appointment in your Dashboard under Bookings > Bookings History. On that page, you can look for the patient's name under the Online booked tab, and that should show the status of their appointment.

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