- The host clinician or the office admin acting on their behalf, can cancel patient consultations.
- This cancels the appointment(s) entirely and removes it from all invited providers’ schedules.
- All invited providers will receive a notification of this action, based on their notification settings within the platform (under 'Account' > 'Notifications'). See article - "'Notifications' - To Healthcare Providers and Clinic Admins"
- If notifications to patients have been enabled (under 'Clinic Settings'), the patient will receive an email and/or text message informing them of the cancellation(s). They can reschedule by contacting the clinic directly or the clinic must contact them.
- This option is available only until the scheduled appointment time. Attempts to cancel the consultation after this time will create an error. When that happens, use 'Option 3' below to cancel a patient consultation.
There are three areas in the platform where patient consultations can be cancelled:
Option 1: From the 'Schedule' screen
Option 2: From the 'Consultations > Active & Pending' screeen
Option 3: When in the Active Consultation
- If your patient has requested to have their 'patient consultation' cancelled, please refer to this article: "Patient has Requested to Cancel Their Patient Consultation"
- If you are a healthcare provider invited to a patient consultation or video meeting and wish to 'Decline' that invitation, please refer to this article: "Decline an Invitation to Join Another Provider's Video Meeting or Patient Consultation"
Option 1 - From the 'Schedule' Screen
Step 1 - From the left navigation bar, select 'Schedule'.
Step 2 - If you are the clinic admin, you must select the provider's name from the 'Select Schedule' dropdown. Clinicians will not see this dropdown.
Step 3 - Choose either the 'Day' or 'Week' view, then find and tap on the appointment you wish to cancel.
Step 4a - In 'Week View' - after selecting the appointment, click the red 'X'.
Step 4b - In 'Day View' - after selecting the appointment, click 'X Cancel'.
Step 5 - You will be prompted to confirm the cancellation. Review the message, then click 'Cancel Consultation'.
Note: If the scheduled consultations are 'recurring' and you want to cancel all appointments in the series, you can do so from the 'Schedule' tab where you have two options: 'Cancel This Consultion Only' or 'Cancel All Consultations in This Series'.
Single Consultation Recurring Consultations
The appointment will be cancelled and removed from the 'Schedule' screen.
Option 2 - From the 'Consultations > Active & Pending' Screen
Step 1 - From the left navigation bar, select 'Consultations', then confirm you are on the 'Active and Pending' screen.
Step 2 - Find the appointment you wish to cancel, click 'Cancel Consultation', then 'Yes, Cancel Consultation'.
Note: Recurring appointments must be cancelled from the 'Schedule' tab.
The appointment will be cancelled and removed from the 'Active and Pending' screen.
Option 3 - From Within the Active Consultation
Step 1 - Enter the patient consultation. Above 'Patient Information' on the consultation screen, click on the drop-down menu labelled 'Active'.
Step 2 - Click 'Cancel Consultation'.
Step 3 - Click the drop-down to select a reason for the cancellation, enter a comment (optional), then click 'Yes, cancel consultation'.
The appointment will be cancelled and removed from the 'Active and Pending' screen.