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Patient's Appointment Management

Patients with a portal account can cancel and/ or reschedule in the portal

Krystle Thornton avatar
Written by Krystle Thornton
Updated over a week ago

This setting is located in each appointment type and is disabled by default. To enable this setting on an appointment type:

  1. Navigate to Clinical > Settings

  2. Appointment Types

  3. Select the appointment type to enable

  4. Scroll to "Cancellation Settings" and toggle "allow member to cancel online" to on

5. Enter your cancellation policy, minimum cancellation notice, and cancellation contact number

How it Works

Members

When this setting is enabled, members receive a link in their appointment confirmation and reminder emails that directs them to the portal, where they can manage their visit without calling the practice.

Non-Members

Patients without a chart/portal access (typically around 7% of cancellations) will be redirected to a public-facing cancellation policy page. This page provides clear guidance to contact the practice directly.

Limitations:

  1. Recurring appointments cannot be cancelled via the portal.

  2. Appointments with multiple attendees will cancel the appointment for all attendees. We recommend leaving the “cancel online” setting off for group visits to avoid accidental group cancellations.

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