[en] Set Up and Manage Cancellation Reasons

[en] 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.

[en] Set Up a New Cancellation Reason

  1. [en] Select the Add button.

  2. [en] In the dialogue, type a Name for the new reason.

  3. [en] 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.

    • [en] No Show: The appointment remains in the calendar, with a 'No show' status. This is useful for tracking clients who miss appointments.

    • [en] 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.

  4. [en] 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.

  5. [en] Select Save.

[en] 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.

[en] To archive a cancellation reason, select the Archived checkbox in the reason's edit dialogue.

[en] Use a Cancellation Reason

[en] 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.

  1. [en] Find the appointment you want to cancel on the appointment calendar or dashboard.

  2. [en] Initiate the cancellation process using one of these options:

    • [en] Right-click the appointment in the calendar and select Cancel appointment.

    • [en] Select the appointment to open the details dialogue, then select More Actions and Cancel appointment.

    • [en] From the Dashboard, select the button with three dots on the appointment row, then select Edit appointment > More Actions > Cancel appointment.

  3. [en] From the Cancellation reason drop-down list, select the appropriate reason.

  4. [en] Optionally, add more information in the Cancellation reason text field.

  5. [en] Optionally, select the Send cancellation email to the client checkbox to send an email notification.

  6. [en] Select the Cancel appointment button to confirm.

[en] 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.

[en] Cancellation Report

[en] You can get a report of cancellation reasons by generating an Appointments report in the Practice Performance view.

[en] To generate a cancellation report:

  1. [en] Go to Reports > Practice performance > Appointments.

  2. [en] In the Cancellation reason field, add one or multiple cancellation reasons.

  3. [en] Use the other available filters, such as set a date range or a specific veterinarian, to narrow down the results.

  4. [en] Select Generate report button.

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