Appointment Cancellation via Email / Secure Chat – Procedure

Step 1: Confirm Cancellation

• Always acknowledge and confirm clearly.

• Use: “I’ve gone ahead and canceled your appointment.”

Step 2: Check Timing of Cancellation

If LESS than 24 hours (excluding weekends/holidays)

• Include fee notification: “Since this was within 24 hours, it will be considered a late cancellation and a $50 fee will apply.”

• Then offer rescheduling: “If you’d like, I can also help you reschedule.”

If MORE than 24 hours

• Keep it simple and supportive: “I’ve gone ahead and canceled your appointment. I’d be happy to help you reschedule—just let me know what works best for you.”

Step 3: Rescheduling

If patient wants to reschedule:

• Offer available slots
• Schedule the appointment

If patient does NOT want to reschedule:

• Do NOT ask directly “why” (too strong in written communication)

• Instead, use a soft invitation: “If you don’t plan to reschedule, that’s completely okay. If you’re open to sharing, we’d really appreciate any feedback on your experience—it helps us improve.”

Step 4: ADHD Testing – Special Handling

When a patient cancels an ADHD testing appointment, you MUST address TWO separate decisions:

1. Do they want to reschedule the ADHD testing?
2. What do they want to do with the follow-up appointment?

 These must always be handled separately.

Step 4A: Ask About Rescheduling ADHD Testing

Use: “Would you like to reschedule your ADHD testing appointment?”

Step 4B: Ask About the Follow-Up Appointment

Use: “You also have a follow-up appointment scheduled—would you like to keep that, reschedule it, or cancel it?”

Step 4C: Handle Different Scenarios

✅ Scenario 1: Reschedule ADHD Testing

• Reschedule testing
• Reschedule follow-up

Use: “Great, I’ll reschedule your ADHD testing. We’ll also move your follow-up to about 2 weeks after the new testing date.”

✅ Scenario 2: Do NOT Reschedule Testing, BUT Keep Follow-Up

• Cancel ADHD testing
• KEEP follow-up

Use: “Got it, I’ll cancel the ADHD testing and keep your follow-up appointment as scheduled.”

✅ Scenario 3: Cancel Everything

• Cancel ADHD testing
• Cancel follow-up

Use: “I’ll go ahead and cancel both your ADHD testing and the follow-up appointment.”

Then (get feedback): “If you’re open to sharing, we’d really appreciate any feedback on your experience—it helps us improve.”

Step 5: Documentation (MANDATORY)

In the appointment notes, document:

• Cancellation request received via email/chat
• Timing (within or >24 hours)
• Whether late cancel fee applies
• Whether rescheduled or not
• If not rescheduled → include reason (if provided)

Example:

“Patient requested cancellation via secure chat. Cancellation >24 hours. No fee applied. Patient declined rescheduling. Plans to follow-up with another provider.”

Step 6: Create Task (If NOT Returning)

If patient does NOT plan to follow up:

• Create a task for Dr. Bansal
• Include:
  • Patient name
  • Reason for not continuing (if available)
  • Any notable concerns

👉 Purpose: Patient retention and service improvement