Articles on: Patient Communication

How do I let my patients know if their appointment has been cancelled?

By setting up a communication trigger using the "trigger event" Status Change, when you change the status of an appointment to "cancelled" (or similar), your patients will be sent a communication to advise that their appointment has been cancelled.   You'll also need to set up a custom template to use, containing the information you'd like to send.

Please note that in order to receive appointment communications, patients must have been opted in to these on the patient tab of the patient summary.

If you'd like to set this communication up, just follow the steps below:

To set this up:

Go to Main Menu -> Settings -> Scheduling -> Appointment Communication

Click on New Trigger at the foot of the screen

Choose the method of delivery, via SMS or email

If you need to set up a template to use at this point, click on Manage templates. If you've already got a template to use, skip to step 7

Click on +Add Template and complete your template details.  Include the variables ##DATE## and ##FROM## to capture the date and time of the appointment you have cancelled, then click on Save Template

Click on Back to Message

Use the dropdown boxes to create your communication trigger, then Save:

Delivery method - Email or SMS?
Message template - Choose your template
Event - Status change
Change status to - Which of your appointment statuses indicates a cancelled appointment?

Once this is set up, when you change the status of an appointment to the status you have specified as part of the trigger, the specified message will be sent to patients opted in via the relevant channel:

This applies to appointments where the status is changed via either the web based verion of WriteUpp or if you are working via the WriteUpp app.

Updated on: 20/06/2022

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