Articles on: Patient Communication

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

If you cancel an appointment for a patient by completely removing it from the diary (as opposed to changing the status), you can set up a communication trigger using the trigger event 'Deletion - Single' to inform them of this.

With this trigger, if you use the delete icon to completely remove an appointment from your diary, the patient will be sent a communication to advise that their appointment has been removed.

There is a predefined template within WriteUpp, called "Delete single 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:

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 - Single'

Click Save

Once this has been set up, if you remove an appointment from the diary within WriteUpp, the message defined above will be sent to the patient (as long as they are opted in to communications via the relevant channel).

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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