Best Practice

If a patient was Bulk Billed or if payment for their appointment was taken outside of HotDoc and we have synced this invoice in Best Practice, we will automatically cancel the request/release pre-authorised hold for payment after 10 minutes if the patient's card was stored in Payments > Booking Activity and list the reason why.

You can also cancel requests manually if you no longer require to collect payment via HotDoc. Please follow the steps below to see how this works. 

Cancelling payments for bulk billed patients

HotDoc will automatically cancel any requests for payment where you have processed the invoice as bulk billed in Best Practice. Automatic cancellation will occur when you complete the following steps:

1. After the patient finishes their appointment, in Best Practice the practitioner will need to finalise the visit, enter the Medicare Benefits Schedule (MBS) item numbers for the appointment and click Save. 
   
   
2. Once the appointment is in Billing Status (the appointment will be green in the appointment book), click Create Account > in 'Bill to' select 'Medicare Direct Bill' > click Store. This will enable HotDoc to sync the invoice into the Dashboard.
   
   
   
   
3. Go to the Dashboard > Payments > Booking Activity > All tab, and you will see the request for payment for the relevant appointment now has the Status "Cancelled" and Reason "Patient Bulk Billed"
   
   

Cancelling payments for patients who have paid directly at the clinic

HotDoc will also automatically cancel any requests for payment where we can see that the full invoice amount has been paid (the amount owing is $0)

1. After the patient finishes their appointment, in Best Practice the practitioner will need to finalise the visit, enter the Medicare Benefits Schedule (MBS) item numbers for the appointment and click Save. 
   
   
2. Once the appointment is in Billing Status (the appointment will be green in the appointment book), click Create Account > in 'Bill to' select 'Patient, Head of Family, Workcover or Other' > Pay now:
   
   Note: We will auto cancel when any of the following are selected in the 'Bill to' field:
   - 'Patient, Head of Family, Workcover or Other
   
   
   
3. Complete the payment details including payment method/s and total and allocate the amount to the invoice before hitting Process:
   
   
   
   
4. Go to the Dashboard > Payments > Booking Activity > All tab, and you will see the request for payment for relevant appointment now has the Status "Cancelled", Reason "Paid in Best Practice" and the Charge should reflect the invoice amount in Best Practice.
   
   
   
   

   Please note: The payment will only cancel in HotDoc if the payment total allocated to the invoice totally covers the amount owing of the invoice

Cancelling payments manually in the Dashboard

There may be times when you are no longer required to collect payment from a patient via HotDoc and would like to cancel the payment request manually. In this instance, you can easily cancel the request in your HotDoc Dashboard by following these steps:

1. In your HotDoc Dashboard, head to Payments > Booking Activity > All then locate the patient's appointment.
   
   
   
   
2. Select the Cancel button next to their appointment. 
   
   Note: If the payment you are cancelling has the Payment Status: 'Requested', cancelling the payment will not cancel the appointment in your book. See: How do I cancel a request for payment for a practice booked appointment without cancelling the appointment?
   
   
   
   
3. You will then be asked to confirm that you wish to cancel the funds. Select Yes, Cancel to continue:
   
   
   
   
4. This request will then be cancelled and the patient will not be charged via HotDoc, and if a pre-authorised hold was taken it will be released. This will update in the 'Payment Status' column in your Dashboard.