SimpleClinic supports self service for patients to mange their appointment in accordance with your policies. Patients can cancel, reschedule or confirm an appointment using a link in the booking and confirmation emails or via the Patient Portal. 


On this page: 

  • Set Cancellation Hours
  • Add self service link to messages
  • Online Confirmation
  • Online Rescheduling
  • After Rescheduling
  • Online Cancelling


Set Cancellation Hours


Step 1. Go to Services -> select view next to service -> under Cancellation notice type in the number of hours you require for a cancellation -> Save -> repeat for all services.


Important Notes: 

  • The cancellation amount is not automatically charged if a client cancels with insufficient notice, you can send an invoice for this 
  • the amount is only displayed in the booking and reminder messages IF you include the relevant merge tag. 
  • If the client is trying to cancel with insufficient notice, the cancel/reschedule option will not appear for them and the client will need to contact the clinic. At this point, you can charge the client for a late cancellation. This fee can be charged on an invoice by adding it to your inventory (Click here).




Add self service link to messages


Step 2. Go to Business Setup -> Your Clinic -> Message Settings


Within Message Settings, you have the option select Booking SMS, Booking Emails, Reminder SMS or Reminder Emails. 


Step 3. Select which type of message you would like to edit.


Within each type, you have a service category drop down menu. Your services are group together by these service categories such as Initial Appointment and Follow Up Appointment. Each service category is treated as it's own individual message. 


Step 4. Copy {{event.cancel_url}} to your booking and reminder messages. The merge tag will populate automatically with a unique link for the client to access online, you do not need to source your own link -> click save.


Ensure you add appropriate instructional text to go with your merge tag. Either use one link for all self service options or add it twice, once for cancel and reschedule and once for confirmations. 


For example: 


CONFIRM, RESCHEDULE OR CONFIRM

Please confirm your appointment 48 hours prior to secure your time. If for some reason you need to cancel or reschedule your appointment, I require 48 hours notice; otherwise you will be billed for the missed appointment. This, in consideration for others, allows me to schedule in patients from my waiting list. 


{{event.cancel_url}}



 

Online Confirmation


Step 5. This is what the patient will see when confirming online via the email or Patient Portal


Patient Portal -> Appointments -> Cancel, Reschedule and Confirm options -> select Confirm 



This screen will show after selecting Reschedule/Confirm from the Patient Portal or clicking on the booking email self service link -> click on Confirm. 


The appointment will now show as Confirmed in the diary. 





Online Rescheduling


Step 6. This is what the patient will see when rescheduling online via the email or Patient Portal


Patient Portal -> Appointments -> Cancel & Reschedule options -> select Reschedule



This screen will show after selecting Reschedule from the Patient Portal or clicking on the booking email self service link -> click on Reschedule:




Select a new date and time -> select Confirm Booking Time 


The patients details will appear -> check the boxes for any policies -> Select Confirm Booking Time. 



The booking confirmation screen will show the updated details, the patient will get a new booking confirmation email and the practitioner will get an email notification of the change.



After Rescheduling


Step 7. When the patient reschedules (using this link or from the patient portal) they will automatically receive a new booking confirmation message and the practitioner will get an email notification of the change. 


Step 8. If you reschedule a patient from the diary, you will need to open the appointment and click 'Resend Messages' to send the new booking confirmation messages.


Online Cancelling


Step 9: This is what the patient will see when cancelling online via the email or Patient Portal


Select Cancel Appointment from the Patient Portal -> enter a reason -> select Cancel Appointment






Select Cancel Appointment from the email url -> enter a reason -> select Cancel Appointment 



Confirmation of Cancelling: