You can set up and manage cancellation reasons in Settings > Lists & Templates > Reasons on the Cancellation reasons tab. This article explains how to add new cancellation reasons and how to use them when cancelling an appointment.
Set Up a New Cancellation Reason
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Select the Add button.
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In the dialogue, type a Name for the new reason.
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From the Map to master cancellation reason drop-down list, select a master reason. The master reason determines if the appointment appears in the calendar after it has been cancelled.
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No Show: The appointment remains in the calendar, with a 'No show' status. This is useful for tracking clients who miss appointments.
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Other, Patient deceased, Patient seen by another clinic, Bad weather, Veterinarian sick/other internal reason or Patient condition improved: The appointment is deleted from the calendar but remains visible on the client's page with a 'Cancelled' status.
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Select the External checkbox if you want clients to be able to select this reason when they cancel their own appointments, for example, through pre-registration.
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Select Save.
To edit a cancellation reason, select the pen button at the end of the cancellation reason row. To delete a reason, select the trash bin icon.
To archive a cancellation reason, select the Archived checkbox in the reason's edit dialogue.
Use a Cancellation Reason
When you cancel an appointment, you will be prompted to select a cancellation reason from a drop-down list if you have cancellation reasons set up. If not, you will just get one option to cancel the appointment.
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Find the appointment you want to cancel on the appointment calendar or dashboard.
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Initiate the cancellation process using one of these options:
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Right-click the appointment in the calendar and select Cancel appointment.
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Select the appointment to open the details dialogue, then select More Actions and Cancel appointment.
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From the Dashboard, select the button with three dots on the appointment row, then select Edit appointment > More Actions > Cancel appointment.
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From the Cancellation reason drop-down list, select the appropriate reason.
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Optionally, add more information in the Cancellation reason text field.
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Optionally, select the Send cancellation email to the client checkbox to send an email notification.
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Select the Cancel appointment button to confirm.
After these steps, the appointment is deleted from the calendar and appears on the client's page with a 'Cancelled' status. If the reason was mapped as a 'No show', the appointment remains in the calendar, displayed in white color.
Cancellation Report
You can get a report of cancellation reasons by generating an Appointments report in the Practice Performance view.
To generate a cancellation report:
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Go to Reports > Practice performance > Appointments.
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In the Cancellation reason field, add one or multiple cancellation reasons.
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Use the other available filters, such as set a date range or a specific veterinarian, to narrow down the results.
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Select Generate report button.
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