Best Practice
Question
Why did a patient come in for an appointment when they are not in the book?
Solution
The patient may be viewing a Modified appointment in their HotDoc account.
- 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 type/duration/practitioner is then modified or the appointment is 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.
- If the appointment is cancelled in Best Practice, the appointment status will update to Cancelled in their appointment history:
Please contact the patient directly if their appointment has been cancelled or rescheduled. While HotDoc will update the appointment status within the patient's HotDoc account with a note to contact the clinic for further information, they will not receive a notification. |
What is the difference between Cancelled and Modified?
For an appointment to show as Cancelled, it must have been actioned in Best Practice by right-clicking the appointment tile and selecting Cancel appointment:
If a different action is taken, like cut and pasting or moving the appointment, it will instead show as Appointment modified.
| 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. |
Medical Director (Pracsoft) - Zedmed - Helix - Genie - Optomate
Question
Why did a patient come in for an appointment when they are not in the book?
Solution
The patient may be viewing a Modified appointment in their HotDoc account.
- 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 type/duration/practitioner is then modified or the appointment is 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.
- 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.
| 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. |