Appointments Cancelled via the Patient Portal

Appointments Cancelled via the Patient Portal

                                                Appointments Cancelled via the Patient Portal

We’ve added a new workflow to give you real-time notifications for appointments cancelled via the portal, so that you can call the patient to reschedule. The workflow creates patient cases that go to your Inbox and will allow you track the status of your communication with the patient. This workflow will go-live on Friday 2/17. 

 

  1. When patient cancels via the portal, it will create a patient case with subject of "Portal Cancellation". This case will be sent to the department staff inbox for the clinic that the appointment was scheduled in.
  2. Reach out to patient to reschedule:
    • If you cannot contact patient, use the Failed Contact Attempt > "Contact Not Available" to indicate that you’ve tried. This attempt will be documented but it leaves the patient case in the inbox for further follow-up.

Note: Please make sure to use the "Contact Not Available" reason:

 


          3.     Once you are able to contact the patient and reschedule, closes patient case using the action of Close > "Patient/Caller Contacted". This will remove it from your inbox.


 4.     If you can’t make contact with the patient after 2 attempts, you can close out the patient case and stop following up (unless patient is flagged high risk). To close the case and remove it from your inbox select Failed to Contact Attempt > "Patient Lost to Care".
  1. This will close the case and drop it out of the inbox.
 ***Note: You still need to review weekly Athena cancellation report for cancellations that are NOT done through the portal (such as by providers, patients with forgotten ticklers, etc.) The workflow above is just notifications for portal cancels specifically.
 AOM’s will receive weekly statistics on the portal cancellations including:
  1. # of portal cancellations for a department
  2. # of patients we were able to contact:
    1. Of the patients we were able to contact, how many rescheduled?
    2. Of the patients we were able to contact, who did not reschedule a visit?
  1. List of patients we could not make contact with

 

 

 












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