Cancellations&Scheduling

So in this section we're going to go over appointment cancellations and just kind of general scheduling stuff and getting familiar with the schedule. So we're going to be in Hino. So we'll click into the window here and we're going to click the schedule button. So that'll take us to our schedule. You can customize how you choose to view the schedule by day or you can show two days at a time or a full week at the time. I often look at the week view so that I can see any available appointments. But we'll go ahead and do the day view for now. This screen is smaller also, so you can't see as much. So we'll start out with cancellations because that happens pretty regularly. Calls that we'll get from patients that are not able to make it for their appointment for the day or some people call ahead of time, which we prefer obviously. So if a patient calls and needs to cancel an appointment, say Malachi needs to cancel this appointment for his 3:30 appointment today. So we would click on his appointment. This little window will come up and then we'll go to the bottom where it says cancel with the little sad face. So you'll click that cancel button because it already knows that we're within that 24 hour period. All of these options are going to show up. All of these cancellation options are going to show up. And that allows us. This is where we can. If we're going to charge a fee, we can add a fee into the appointment or mark it as 24 hours notice. Given this one we use a lot, especially for like sick. If they call in sick, that's we're not going to charge for that no show wave. So that's if sometimes we waive the first no show for our new patients. But we also try and be pretty strict. I'm not going to go over policy stuff in this video, particularly a late cancel fee that assigns the $25 that will put the fee directly into their account so it'll show up that they have a balance. And when you go to check out the patient that's going to show up that like it makes you address it in the actions section if you have a fee attached to the account, $50 for no show and the schedule error remove appointment. I actually use this one a lot because when you're building the schedule and if you accidentally schedule somebody, we don't want it to show up as a cancellation on their account. So that's just like, whoops, I made an error. We'll Remove it. Or if somebody decides to switch their consistent spot, that's not going to count against them because we're putting them somewhere else. So that's just an easy way to get the appointment off the schedule. So I'm not going to do anything here because we're not actually canceling his appointment today. But once you do that, I guess we can, we can do a practice. So we'll just say 24 hours notice given. So we're going to say cancel 24. And we have different abbreviations. This is, they gave us 24 hour notice. If it's a late cancel, you would write LCX for late cancel. If we cancel the appointment, we call it an ohana cancel. Those are the abbreviations there. No show whenever somebody cancels, we always want to give their reason why they're canceling. So I would say late cancel, car troubles. And then, and then we'd save it that way when we go into the patient's appointments, I'll actually do this. I'll show you what it looks like. So you can see it removed the appointment here. So as soon as the name is gone from the appointment, we want to make sure we can easily see that somebody canceled. So how we do that, we click into the appointment and we're going to change the appointment type. So that tells us that it's no longer assigned to somebody. It's available. So because it's a cancel, this is a one time available spot. Normally Malachi comes in every week at the same time. So that is his consistent spot. So marking it as one time available for a cancel, that makes it a green appointment. So it's easy to see that that spot is now open. And I'm gonna go back in and put him in before I forget because he is coming in today. We're going to change this back to Orlando. Okay. And then I'm going to go into his file and I'll show you what it looks like. And then I'll make sure I take all that stuff out of his track record. Okay. So when you're in a patient's file here, you can go over to the side and see appointments and that'll show up here. So here's the cancellation that is showing up that we just made. And you can see all the notes. So it's a late cancel. They had car troubles. That's an easy way for us to look back and see the patient's consistency. If they have a lot of cancellations or if they're like outside of their power, like car troubles, like we wouldn't charge for that because that's not their fault. That has to do more with policy stuff. So we're going to try and keep it more straightforward. Now, if you need to go in and change any part of this, you can go into their demographic and just click the blue cancel button here and change whatever it needs to be. And for this visit, I'm going to delete it so that it doesn't go on his track record because he did not actually cancel the appointment. Okay, next we're going to go over scheduling an appointment. So it's pretty straightforward. Generally you can schedule in any green available spots or a yellow consistent spot. We try not to book the consistent spots more than a week out. So we can leave those open for actually booking patients for a consistent spot in those spots. But green appointments can be booked because those are usually because of cancellations. But today, for example, we're probably not going to fill the yellow available spots because it's day of. We do have a couple evals coming in, but they're not going to take any of these spots because they're already scheduled at a different time. So let's say somebody calls in or sees that we have an available noon spot. So they call us and we will just do Eric. So you click on the appointment and select the patient. You can start typing their name too. Eric's at the top, so we'll use him. But you can type in to like type in the first couple letters of the name and that makes it easier to find patients. But we'll do that and then you'll click save and that will assign the patient to that appointment type. Now you'll notice this is still yellow. So we want to make it so that it's actually showing up as Orlando's appointment. And this is a little bit different. So normally. Well, I'll just, I'll show you what I do. So we'll save here. So the reason the text is white is we have black text for consistent spots and white text are picked up spots. So that means this patient is not. This is not their consistent spot. This is a picked up spot or makeup appointment. Maybe it's not a consistent spot. So that's just an easy way for us to see that these are picked up spots. These other ones that are darker are telehealth visits. They also have white text. Not to be confused with the others. You'll get familiar with the schedule and all the different colors because there is a lot of variety. So I'm going to go ahead and cancel this because don't actually want it on the schedule today. And we'll change this back to show that it is an available spot.