Reschedule or cancel an appointment

Before you start

• You can only move an appointment while it is Requested or Confirmed. Once the client is checked in, the time can't change.
• The new time can't be in the past.
• Cancelling is final. A cancelled appointment can't be brought back; book a new one instead.

Move an appointment to another time

1. Open the appointment: go to Appointments → Appointments and click its row.
2. Click Edit.
3. Under Schedule, change Start and End.
4. Click Save changes.

If the new time overlaps another booking for the same doctor, room or equipment, a This time may overlap another booking warning appears. Unless the appointment was booked as an overbook, saving will be refused. Pick a different time, or use Find a slot below.

Find a free slot or change the doctor

Use this when you need a time that is really free, or when the client should see a different doctor. Picking a slot here is the only way to change the doctor on an existing appointment.

1. Open the appointment and click Edit.
2. In Reassign doctor or pick another slot, click Find a slot.
3. Optionally choose a Preferred doctor.
4. Set the Search window dates. It starts on the appointment's current week.
5. Click a free slot. The new start and end times are filled in for you.
6. Click Save changes.

Move an appointment on the calendar

1. Go to Appointments → Calendar and switch to Week or Day.
2. Drag the appointment up or down. It moves in 15-minute steps.
3. Let go. The change is saved straight away, with no confirmation, and Appointment rescheduled appears.

Dragging only changes the time on the same day. To move it to another day or another doctor, use Edit instead. If the new time is already taken, MediSync shows "This time slot is no longer available." and the appointment stays where it was.

Change the client, procedure or branch

The client, procedure, branch, mode and queue number can't be changed on an existing appointment. To change any of them:

1. Cancel the existing appointment (see below).
2. Book a new one. On the Edit page, Cancel & re-book opens the booking form for you, but it does not cancel the old appointment. Cancel it yourself so the client isn't booked twice.

Cancel an appointment

From the Appointments list:

1. Go to Appointments → Appointments.
2. Right-click the appointment's row and choose Cancel appointment.
3. Confirm in the browser prompt.

From the appointment page (lets you record a reason):

1. Open the appointment.
2. In Move to…, choose Cancelled, then click Apply.
3. Add a Reason (optional). It is saved with the appointment and shown in its Audit trail.
4. Click Confirm.

Which appointments can be cancelled:

If the appointment is Online, cancelling closes its video room, so the link the client received stops working.

Cancel or move several appointments at once

1. In Appointments → Appointments, tick the checkbox on each row. A bar appears at the bottom of the page.
2. Choose an action:
   • Cancel selected → Cancel them to cancel all of them.
   • Move to… to change the status of all of them. Options under Legal for every selected row work for every row. Options under Best-effort (some rows may be rejected) only work for some. Add a Reason (optional) and click Apply.
3. A message tells you how many were updated and how many failed.

Rows that can't be changed (for example, an appointment that is already completed) fail on their own; the others still go through.

Repeating appointments

Each visit in a repeating booking is a separate appointment. To cancel or move one visit, find it in the Appointments list and treat it like any other appointment.

Cancellation window

Your clinic admin can set a Cancellation Window (hours) in the Appointments module settings (24 hours by default). It does not currently stop staff from cancelling: you can cancel any Requested or Confirmed appointment at any time.

Common problems

"An appointment in this status cannot be rescheduled." The appointment is already checked in or further along. You can't move it any more.

"Appointments cannot be created in the past." The new start time is in the past. Pick a later time.

"This time slot is no longer available." Someone else holds that slot for the same doctor, room or equipment. Use Find a slot to see free times.

There is no Edit button. Your role doesn't allow changing appointments. Ask your clinic admin.

Cancel appointment isn't in the right-click menu. The appointment is already Cancelled or Completed, or your role doesn't allow cancelling.

"Invalid status transition." when cancelling. The appointment is past the point where it can be cancelled (for example, Vitals taken or In consultation).

"Cannot transition from a terminal status." The appointment is already Completed, Cancelled or No show. Its status can't change.