Articles on: Patient Communication

How do I let my patients know that a recurring appointment has been removed from the diary?

If you cancel all recurring appointments for a patient by completely removing them from the diary, you can set up a communication trigger using the trigger event 'Delete Appointment - This and Future' to inform them of this. 

With this trigger, if you use the delete icon to completely remove a recurring appointment from your diary, by choosing 'All Future' when prompted, your patient will be sent a communication to advise that their recurring appointment has been removed:



There is a predefined template within WriteUpp, called "Delete recurring appointment", which can be used alongside the trigger event for this purpose. You can, of course, modify this to customise it to your requirements, or create a custom template to use. 

Please note that in order to receive appointment communications, patients must have been opted in to them on the Patient tab of the Patient Summary.

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

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

 Click on New Trigger:



Use the dropdown boxes to create your communication trigger:

Delivery method - How would you like your patients to be informed? Choose from Email or SMS.
Message template - What message would you like to send them? Use the 'Manage Templates' link next to the dropdown field to create and edit your templates.
Trigger event - Select 'Deletion - This and Future'



Click Save

Once this has been set up, if you remove a series of appointments from the diary within WriteUpp, the message defined above will be sent to the patient (as long as they are opted in to the relevant delivery channel). 

If you choose to only delete one appointment in the series, by selecting 'This Instance' in the 'Delete Appointment' modal, then the Delete Appointment - Single communication will be triggered instead. You can read about setting this trigger up here.

This applies to appointments removed via either the web based version of WriteUpp or via the WriteUpp app.

Updated on: 06/01/2025

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