You can allow patients to cancel their own appointments online

We just released another much requested feature!

You can now allow your patients to cancel their own appointments online.  There's two really great things about how this works:

1. They still don't need to sign up for any account when booking online.  No logins required for them!

2. This isn't just for patients that booked in online, this is for any patient, even if you made the booking for them!

Of course this is optional, and you will need to set it up if you want to use this functionality.

The way this works is you need to include an extra placeholder in your appointment confirmation emails.  This CancellationLink placeholder will include a link that your patients can click to cancel their appointment.

When they click the link, they'll see a screen that looks like this.

 Screen_Shot_2014-08-27_at_8.47.43_pm.png

They just choose the reason and select "Cancel appointment".  That's it, simple.

You can control how close to the appointment they are allowed to cancel it (eg. at least 1 days notice).

Setting up patient online cancellations

1. Include the link in your appointment confirmation emails. You can do this at Settings > Appointment Reminders. We recommend adding a line like:

If you need to cancel your appointment, you can do so here {{Appointment.CancellationLink}}.

2. In Settings > Online Bookings, specify the minimum notice required for patients to cancel their own appointments.  The default is 1 day.

Screen_Shot_2014-08-27_at_8.52.17_pm.png

 

Just a reminder, this is for all appointments, not just online bookings.

Enjoy!

 

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Comments

  • Avatar
    Tyraus Farrelly

    A great update, something my patients have been asking for!

    Could you please adjust/add the time options for patients to cancel their own appointments, a 6 and 12 hour option would suite much better than the 1 & 2 hour current options.  

    I say six and twelve because ideally for me six hours during work time and the longer twelve hour period, say after 6pm stops the ability of patients cancelling, say an  8am appnt. at 2am, when there is little chance of filling the cancelled appointment, (late night out cancellation).

    So this would mean setting up cancellation time slots for evening, say 6pm to 5am and daytime 6am to 5pm.  Is this possible?

    Thanks!

     

  • Avatar
    Siu-Kwan

    Great update I have been waiting for which will save me a lot of time. 

    Thanks

  • Avatar
    Sunil Mulay

    Excellent. Well done guys.

    Does the system generate a notification to the relevant practitioner when an appointment is cancelled? If not, it would be good to make this happen.

    Thanks

    Sunil

  • Avatar
    Joel Friedlaender

    Hi Sunil,

    Not yet but it will very soon!

    Joel

  • Avatar
    F johns

    Nice feature, as always you guys rocks..

    We will not be using it for the time being, due to notifications and no ability to re-schedule. We currently invite customer to complete form on our site and / or create a new booking depending on cancelation or appointment change request. 

    Giving them the ability to cancel / re-schedule would be great! :)

  • Avatar
    Joel Friedlaender

    We're also changing the page they end up on after cancelling.  If you have online bookings enabled (and is enabled for that practitioner and appointment type) then we'll show a message offering them to go back to online bookings to book another.

    The plan with cancellation notifications is to have them for all cancelled appointments, not just those the patient does themselves.  So it would trigger even if your reception cancels it.  We're also adding a "timeframe" for it, so you can say only notify practitioners if it's an appointment within the next X days, where X is configurable.

  • Avatar
    F johns

    NICE!!!! Joel, we love you here :)

  • Avatar
    Lucy

    great functionality will start using it when you have made the changes allowing them to go back to online booking to make another appointment. Can't wait. 

  • Avatar
    Bartosz Pochodaj

    Hi,

    I’m happy to announce that practitioners can now receive notifications of cancelled appointments!

    More details about the feature here: 

    https://support.cliniko.com/entries/55038174-Practitioners-can-now-receive-notifications-of-cancelled-appointments-

    Bartosz

  • Avatar
    Lonni

    I'm looking very forward to trying this.  Is there a way that we can make this link a "hyperlink" so that the entire long link doesn't show up in the email?  I feel it might look cleaner that way.  I don't know how to configure that, if it is possible, so any help would be appreciated! 

  • Avatar
    Patricia

    Do patients get an email confirming the cancellation?  I've had a lady this morning who successfully cancelled her appointment but had to check with me that it had been cancelled as she didn't receive a confirmation email.

  • Avatar
    Bart Lewis

    @Patricia, they do not. They will get a confirmation on screen that the appointment was cancelled.

  • Avatar
    Bart Lewis

    Some good news! For everyone that asked for a re-book function we just added it today. More details here; https://support.cliniko.com/entries/55247394-Rebook-option-when-patients-self-cancel-their-appointment

    So basically if you have online bookings turned on the patient will get a button to rebook with the same practitioner and location. This makes it super easy for them to rebook. Thank you everyone for the suggestion!!

  • Avatar
    Tessa M

    Great that we have this feature now! Makes it a lot easier. I have the same question as Lonni above - is there a way to make the Cancellation link abbreviated?

     

    It appears like below, which doesn't look very good on the emails.... Thanks!

    If you need to re-schedule your appointment, you can do so here  https://naturalhealthsolutions.cliniko.com/bookings/cancel?token=19cc752604b9080ec23f153279e47408

  • Avatar
    Emily Gable

    Hey Lonni and Tessa! Right now there's not a way to shorten that link, but I definitely see how it would be nice to make it look "cleaner"! :) Thank you for the suggestion; our team will definitely chat about it!

  • Avatar
    Joel Friedlaender

    Those that want a shorter link, what would you like it shortened to?

  • Avatar
    Lonni

    "Cancel and reschedule here"

    "Click here to cancel"

    "Cancel/Reschedule"

    Do these options seem typical?

  • Avatar
    Sunil Mulay

    Yes, I think, something like the above or: "Click here to cancel or reschedule" would be good.

    Perhaps this could be a filed which is customisable by the user in Settings, or is this getting a bit too flash??!

    Regards

    Sunil

  • Avatar
    Joel Friedlaender

    Ok it's now a proper link always and shorter! You can see details here https://support.cliniko.com/entries/55498854-Improvements-to-cancellation-link.

  • Avatar
    Joel Friedlaender

    @Tyraus, 6 & 12 hour options have been added.

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