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 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 a confirmed appointment is modified from within your software, ie. if the appointment is cancelled or rescheduled, HotDoc cannot be sure of how the appointment has been changed. For this reason, we update the patient's appointment from Confirmed to Modified in their appointment history:
  
  
  
  
• The modified appointment details contain instructions 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.