When a new patient does not attend their first booked appointment

  • 5
  • Question
  • Updated 2 years ago
  • Answered
When a new patient does not attend their first appointment, the next time that an appointment is made for them the system defaults to a standard appointment.  This is not ideal as we generally allocate a longer appointment time for our new patients, and the practitioner may be left short on time for what is essentially a first consultation.

Is there any way that the system can be configured to look at whether a new patient has actually been billed previously, as opposed to whether they have had a previous appointment?
Photo of Anita

Anita

  • 28 Posts
  • 4 Reply Likes

Posted 2 years ago

  • 5
Photo of Joyaa Antares

Joyaa Antares

  • 284 Posts
  • 81 Reply Likes
Nice idea. (Could be problematic for those who bill *new* clients/patients for missing 1st appointment, but I suspect many of us only bill follow-ups for missed appointments and let the missed first appointments ride).
Photo of Timothy

Timothy, Business Care Manager

  • 754 Posts
  • 220 Reply Likes
Hi Anita. The appointment book uses some fuzzy logic based on a set of rules to try and book in a patient appropriately with minimal user input. Though this works most of the time, on occasion user input is required. 

A patient booking an initial consult, missing the appointment and booking another consult is not a scenario that Front Desk handles automatically. The situation is the same when a patient is seeing a certain practitioner, say a physio, and then books a consult with another practitioner in the practice that they haven’t seen before, say a podiatrist. An initial consult will need to be manually booked for the podiatrist. 

The take out from this is that though the system automatically helps you make an appropriate appointment most of the time, there are limits to this, and it is important that reception staff check and edited appointments appropriately.
Photo of Joyaa Antares

Joyaa Antares

  • 284 Posts
  • 81 Reply Likes
Hi Timothy,

When a pt. misses an appointment and *is not billed* that appointment is "flagged" in yellow on the appointments list (patient file, appointments tab, view previous appointments).

Can the programmers use that flag in combination with it being a "new appointment" type to tell the system that the next appointment is once again a first appointment?

This wouldn't work if the patient was billed a canx fee for their missed first appointment (which was what I was getting at above), but perhaps could work otherwise?
Photo of Lpcc

Lpcc

  • 4 Posts
  • 3 Reply Likes
Hi, when we cancel the appointment - i make a note in the Warnings section that patient needs to be booked as a new patient with appropriate time allowed and appointment type edited when booking in - this saves any mix ups.
Photo of Anita

Anita

  • 28 Posts
  • 4 Reply Likes
Thanks, we currently do this also.