Question

If a patient did not attend their appointment, how do I cancel the request or how do I collect 'did not attend fee'?  

Solution

If the patient has not attended their appointment, you can cancel or collect the funds manually in the Dashboard. Please see the below options:

• Cancel a patient's payment
• How to collect a 'did not attend fee' using HotDoc Payments

Cancel a patient's payment:

If the patient has not attended their appointment and you would like to cancel the original request, please see the below links:

• For patients who have stored their card pre-appointment or you have taken a pre-authorised held amount: How do I cancel a HotDoc Payment?
• For patients you have sent a manual request: How to cancel a Payment Request

How to collect a 'did not attend fee' using HoDoc Payments

If the patient has not attended their appointment and you would like to collect a 'did not attend fee', you can modify the amount for the appointment that a patient stored their card details or that you took a pre-authorised hold amount for and charge them accordingly.

Please note: If you have pre-authorised for a full consultation fee and you collect a smaller amount:

• Using Stripe: We will capture payment using the original pre-authorised hold, releasing the remaining amount.
• Using Pin: The pre-authorised payment will be released and a new payment taken.

Please follow the steps below to see how to do this: 

1. In your HotDoc Dashboard, head to Payments > Booking Activity > All then locate the booking and select the Collect button:
   *Tip: You can enter the patient's name in the Search Patient field to find their payment request
   
   
   
   
2. You can modify the amount by typing in the Amount to collect field. To confirm, select Collect amount:
   
   
   
   Please note - if you have adjusted your settings to pass the transaction fee onto the patient automatically the amount summary will look slightly different: 
   
   
   
   
3. The patient will receive an email advising them of the amount they have been charged. 
   
   

   Recommendation: We recommend adding a note to your terms and conditions for your appointment types that accept payments to advice patients that a 'did not attend fee' may apply. You can do this by following the steps in the following article: How do I add a message to appear when a patient selects an appointment type?

    

4. Alternatively, If you cannot collect the payment via this method, you can send the patient a request for an immediate charge for no-show fees or late cancellation using the instructions here: How to create, refund or cancel a HotDoc 'Payment Request'