No automatic reminders for cancellations/reschedules appointments sent

134 votes

If a person is set to have appointment reminders emailed or texted, they are still sent a reminder for an appointment even if it is set as cancelled or rescheduled. That means that it has to be unselected until after that appointment day has passed and then staff has to remember to reselect the options. It would be great if an appointment status is changed to cancelled or rescheduled, it defaults to no reminder for that day, without changing their profile status for reminders on other appointments.

Done Scheduling Suggested by: Dr. Wes Hielscher (19 Dec, '19) • Upvoted: 04 Apr • Comments: 11

Comments: 11

29 Jan, '20
Meagan
We often get calls about this, patients wondering if their appointment was canceled because they don't want to no show.
1
20 Mar, '20
Cindy Jordan
Some patients are even annoyed and feel that we aren't following thru with their scheduling.
1
21 Mar, '20
Neal Admin Merged
"When you change appointment to cancelation don't send text alert to confirm appointment." (suggested by Lonni on 2020-03-21), including upvotes (1) and comments (0), was merged into this suggestion.
26 Mar, '20
Kelly
Yes, we have many patients that call in thinking we did not take them off the schedule. Especially during COVID-19, we are leaving the patients on the (marked cancelled) so we can track dates and times but run into this problem more and more.
17 Jul, '20
Neal Admin Merged
"Make text reminders smarter" (suggested by Jennifer on 2020-07-16), including upvotes (1) and comments (0), was merged into this suggestion.
17 Jul, '20
Neal Admin
"Cancelled appointments are still receiving text reminders?" (suggested by Carrie on 2020-03-17), including upvotes (9) and comments (2), was merged into this suggestion.
28 Jul, '20
Paige
Yes, our office has been struggling with this as well. Our office likes to keep record of cancelations, no shows, reschedules, etc. However, patients are still sent a reminder even though the appointment status is changed to "cancelled". Many patients (especially elderly) get confused and end up coming to appointments that they cancelled or rescheduled. This is very frustrating because it makes us look unprofessional.
07 Mar, '21
ChiroFusion Admin
"No appointment reminder if appointment has changed to cancelled" (suggested by Jennifer on 2021-03-01), including upvotes (1) and comments (0), was merged into this suggestion.
09 Jun, '21
Kat Barnes
Patients will often call to cancel or reschedule appointments. They still get a reminder text and then call to confirm that we have cancelled their appointments. We have also had patients call to cancel and then decide they want to keep their appointment when the receive the confirmation text, so they will then confirm their appointment through text, when we have already filled the spot with another patient after their initial cancellation.
18 Jan, '22
Angie
Our office has had multiple patients who have canceled their appointment with us over the phone but still receive a reminder about it and are annoyed, confused, or frustrated thinking their communication wasn't clear. It would be a wonderful change to have the system read the status of the appointment before sending out a reminder.
01 Feb, '22
Lori
This drives our patients crazy, they expect that we cancelled their appt until they get their text reminder. Please stop sending them, I shouldn't have to take the text box out each person to make it not happen! Thanks!