Note: Some of the amendment configurations are not available just yet. They are being slowly rolled out over the next few weeks!
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Accurx Appointment Reminders allows organisations to send automated text messages to patients to remind them about upcoming appointments.
All automated text reminders contain a unique link which patients can use to manage their appointment.
How to configure and manage appointment amendment rules for appointment reminders
When configuring appointment amendment rules for appointment reminders, you have 4 options:
1) Patients can cancel and their appointment is removed from the appointment book automatically
1) Patients can cancel and their appointment is removed from the appointment book automatically
You can give patients the option to cancel their appointment and this will be removed from the appointment automatically.
The patient be asked to confirm the reason for cancelling the appointment.
They will then receive a confirmation text that the appointment has been cancelled.
The cancellation will surface in the Appt Cancellations inbox so you have oversight of appointments which have been cancelled.
Note: If the reminder is sent from a Community Trust, Acute Trust or Mental Health trust, we will make patient's aware that if they cancel they may be discharged from the healthcare service.
2) Patients can cancel or request to rebook their appointment
2) Patients can cancel or request to rebook their appointment
You may want to give patients the option to rebook their appointment if they are no longer able to make their original appointment. To do this, also select Patients can request to rebook. They will then be able to choose to rebook or just cancel the appointment.
If they choose to rebook, they will be asked for the reason that they would like to rebook the appointment. They will then get a confirmation text that they have requested to rebook their appointment.
These requests to rebook will then come into the Appt Rebooking Requests inbox.
If the patient requests to Cancel their appointment, their request will go into the Appt Cancellation Requests inbox. They will receive a confirmation text to confirm they have requested to cancel their appointment.
3) Patients can request to cancel
3) Patients can request to cancel
If you do not want patients to be able to cancel their appointment automatically, then you can use the Patients can request to cancel option. This allows patients to request their appointment is cancelled, so the service can action this. (This is useful if you manage waiting lists as part of your service).
The patient will be asked for the reason they want to cancel and will be shown that their cancellation has been requested and is under review.
The patient will then receive a confirmation text that they have requested to cancel their appointment.
The appointment cancellation requests will come into the Appt Cancellation Requests inbox for the service to action.
4) Patients can request to cancel or request to book
4) Patients can request to cancel or request to book
You can give the patient the option to either request to cancel or request to rebook.
If the patient chooses to Rebook their appointment, their request will go into the Appt Rebooking Requests inbox. They will receive a confirmation text to confirm they have requested to rebook their appointment.
If the patient requests to Cancel their appointment, their request will go into the Appt Cancellation Requests inbox. They will receive a confirmation text to confirm they have requested to cancel their appointment.
Choose the Deadline
You can choose the deadline by which the patient has to make any appointment amendments, You can choose from 1 hour before appointment, 1 working day before appointment or 3 working days before appointment.
Auditing appointment amendments
You will also be able to see which patients have cancelled their appointments within the Appointments > Appointment Changes section of the Manage Organisation page π
Failed appointment cancellations
In very rare cases, appointment cancellations may not be removed from the appointment automatically. In this case, you will receive a message in the inbox to inform you that you will need to cancel the appointment manually.
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Can appointment cancellations be auto-saved to patient records?
Can appointment cancellations be auto-saved to patient records?
No, we've had a lot of feedback from clinicians that they're struggling to find information that is clinically relevant when looking at a patient's medical record. You can see an audit trail of all sent reminders under your Initials >> Manage Organisation >> Appointment Reminders >> All Sent Reminders
What do the 'Appt cancellation requests' and the 'Appt cancellation' teams mean in my inbox?
What do the 'Appt cancellation requests' and the 'Appt cancellation' teams mean in my inbox?
In rare cases when appointment cancellations aren't removed from the appointment automatically, you will receive a message in the 'Appt cancellation requests' team letting you know that you need to cancel the appointment manually.
This occurs when the appointment cancellation has already been removed from the appointment book or the patient requests to cancel an appointment outside of our time frame for cancellations.
The 'Appt cancellation' team shows you cancellations that Accurx has actioned in the Electronic Medical Record.
If you still have any questions or concerns, feel free to chat with us using the green message bubble in the bottom right-hand corner of this page. π