Cancelling an appointment
When to cancel
Patient requests cancellation
Service is no longer available
Emergency closure
Patient eligibility issue
How to cancel
Find the appointment in the calendar or appointments list
Click the appointment to open the details dialog
Under Other actions, at the foot of the Workflow on the right, click Cancel appointment
In the dialog, optionally type a Cancellation reason, then click Cancel appointment (or Keep appointment to go back)
When you cannot cancel
Cancel appointment is hidden once the patient is checked in, the appointment has started, or it is a no-show
It is greyed out for completed appointments and for appointments from a previous day ("Cannot cancel past appointment")
Cancelling several appointments
On the Appointments page, open the ⋮ menu and choose Select Multiple (in Day view) or Bulk Cancel (needs the bulk cancel permission).
After cancellation
Status updates to "Cancelled"
The time slot becomes available for new bookings
Patient may receive a notification (if enabled)
Activity log records who cancelled and when
The details offer Book again, which opens a new booking for the same patient
Rescheduling an appointment
When to reschedule
Patient requests a different time
Pharmacy schedule changes
Pharmacist availability changes
Conflict discovered
Where to start
Reschedule opens the same dialog from the appointment's details (under Other actions), from the Dashboard's appointment list, from Find Patient or Appointment results, and from the Pharmacy calendar.
What you see
The header reads "Reschedule", with the patient's name, the appointment's status, its services and length, and the pharmacy.
From → To: the visit's current date and time, and the new one once you pick it.
The date and time picker, the same one as in New appointment: open days, start times grouped Morning, Afternoon and Evening in the store's time. It opens on the visit's own date when that day is still open for booking, otherwise on the earliest open date. A time that already has visits shows how many, and a note under the times explains the number; times with none show no number. The visit's own time is marked Current and is not offered. Times in the next 10 minutes are hidden.
The notice line at the bottom says what the patient will get, for example "Zas Test will get one notice by email to zas.test@example.test." or "No notice will be sent: neither email nor text is consented." It comes from the consent saved on the appointment, so it shows once the appointment has loaded.
How to reschedule
Find the appointment and open Reschedule
Pick a new date, then a start time
Click Continue
Check the new time: the patient, the services and the pharmacy are shown with the new time
Click Reschedule
If the new time already has other visits but is not full, the check step says so, for example "This time slot already has 2 appointments booked. It is not full, so the visit can still move here." Choose Reschedule anyway to keep it, or Choose another time.
After rescheduling
The dialog shows Rescheduled with the new date and time, and the one notice that will go to the patient
Click Done to close; the appointment lists and calendars then refresh
The original time is freed and the activity log shows the change
If the time cannot be used
The time filled up while you were rescheduling, the day reached its daily booking limit, or the time has passed: you are taken back to choose another time
The visit is cancelled, completed or a no-show, or its start time has passed: it cannot be rescheduled. Use Book again for a new appointment instead
The date is outside the booking window: the message names the window and the last date you can choose. Choose an earlier date
The server did not answer in time: the visit may already have moved. Check its time before you try again
The visit could not be rescheduled: nothing has changed. Click Try again
You can't reschedule appointments: your account doesn't have the appointment actions permission (check-in, complete, no-show, cancel and reschedule). A pharmacy manager can give it to you
Tips
Always confirm with the patient before cancelling
When rescheduling, offer multiple time options
Check the waitlist once a slot frees up; you may be able to fill it from there
Need help?
Open the Help Center from the ? icon in the header, or press Shift + ? for keyboard shortcuts.