Cancel a patient's booking when they let you know they can't make it. You'll be asked for an optional cancellation reason, and the patient is notified of the cancellation.
Patient didn't show up, or called to cancel after the appointment time? You can't cancel the booking — the Cancel option is greyed out once the appointment time has passed. Mark it as FTA / DNA on the billing screen instead. See Mark a patient as FTA, DNA or not a new patient (and other reasons to dispute a charge).
What happens in your PMS
For practices connected to Praktika or Core Practice, cancelling here propagates to your PMS automatically — no manual mirroring required.
If we add a new integration in future that doesn't support automatic cancellations, the cancel dialog will show a "Manual update required" alert telling you to also cancel the booking in your PMS yourself. None of our currently-supported integrations work this way.
For non-integrated practices, there's no PMS to update; the cancellation is complete on submit.
Steps
- Go to Bookings.
- Find the booking row.
- Click the menu (three dots) at the end of the row.
- Click Cancel.
- The Cancel Booking dialog opens with the booking summary (patient, time, practitioner, appointment type) and a textarea for an optional cancellation reason.
- Optionally enter a Cancellation Reason (up to 255 characters).
- Click Cancel Booking. The dialog confirms with "This action cannot be undone."
The booking moves to Cancelled status. It stays on the bookings list (filterable as Cancelled) but is no longer Upcoming.
Why "Cancel" might be greyed out
Some bookings can't be cancelled from the portal (for example, the appointment time has already passed). When that's the case, the Cancel option is disabled. See Why "Reschedule" or "Cancel" is greyed out for a booking.
Tips & things to watch for
- Cancellation cannot be undone — there's no "uncancel" action. To bring back the appointment, the patient needs to make a new booking.
- The cancellation reason is optional but helpful for your records and for the patient experience (it can be referenced in the cancellation email).
- If you ever see a "Manual update required" alert in the cancel dialog, your integration doesn't support automatic cancellations — you'll need to cancel the booking in your PMS as well to keep the two systems in sync.
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