Accurx Web: Managing appointment cancellation and amendment requests

A step by step guide on how to manage appointment cancellations and amendments.

John F avatar
Written by John F
Updated over a week ago

🔔 This feature is only available in services at University Hospitals of Leicester 🔔

When a patient requests an amendment to their appointment, these requests will land in your team’s Accurx inbox. This article will walk you through how to action these requests.

2️⃣ Verify your identity if you haven’t done so already with 2 Factor Authentication. You should have set up 2FA using your mobile phone number or an alternative email address to your NHS address. If not, please set this up to access all the features here.

3️⃣ Click on 'Conversations' > 'Assigned to', here you'll see requests come into folders labelled ‘Cancellations’ and ‘Rebook’ on the left-hand side. From here, you can click on a patient request by clicking on the conversation.

4️⃣ Once in the conversation, you can see the patient’s request and all the relevant details about their appointment. From here, you can action the amendment on HISS.

You can also easily respond to patients by clicking on ‘Write a message’. If you would like the patient to be able to respond to your message, please check the ‘Enable patient response’ button, and patients will be able to reply once to your text message in the next 7 days.

5️⃣ Once you have everything you need from the patient, and the appointment amendment request has been successfully actioned in HISS, you can click on ‘Mark as done’ in the top right, which will move the conversation to the ‘Done’ section in the inbox folder. This leaves your ‘Open’ section uncluttered, allowing you to only see amendment requests that are open and still pending action.

If you have any questions, feel free to chat with us using the green message bubble in the bottom right-hand corner of this page 👉

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