Appointment cancellation notifications alert your patients when their appointment has been deleted, canceled, broken, or otherwise removed from the schedule without being reassigned to another date/time. Automate cancellation messages from Engagement to save time and keep your patients informed!
By default, appointment cancellation notifications are sent 10 minutes after the appointment is removed from the schedule. This timing cannot be changed.
Review Appointment Cancellation Verbiage
Before you enable automated appointment cancellation notifications, check to make sure that the message content delivered to patients aligns with your practice voice.
Make changes to message content in Engagement Settings > Verbiage.
Click on the Appointment cancelled section to expand it and review content, then click on the pencil icon to make changes to the text and email versions of your message.
Activate Automated Appointment Cancellation Notifications
In the left side menu of Engagement, click on Follow Ups. Then click on TouchPoints
Click on the green Scheduling tile, then click on the 3-dot menu next to Appointment cancellation and choose Edit
Choose the preferred delivery channel (text or email), then click Save
Upon clicking save, you'll notice that the Touchpoint toggle will turn green and the status will show as Active. Appointment cancellation notifications will now be sent to patients automatically when triggered
Important Note: If an appointment is broken or canceled in your practice management software, appointment reminders will not be sent out to the patient.
Learn more about breaking/canceling appointments in your practice management software:
Disable Automated Appointment Cancellation Notifications
To deactivate automated appointment cancellation notifications, simply click on the TouchPoint toggle to turn it from green to grey. The status will show as Inactive and patients will no longer receive a notification when their appointment is cancelled.
