Appointment Reminders: How do patient appointment amendments work?

You can give patients the option to cancel their appointment and this will be removed from the appointment automatically.

The patient will 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 inform patients that if they cancel, they may be discharged from the healthcare service.

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, you also need to select Patients can request to rebook. They will then be able to choose to rebook or just cancel the appointment. (They will only be able to choose one option).

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 then receive a confirmation text confirming their request.

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.

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 then receive a confirmation text confirming their request.

They will only be able to choose one option.

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

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.