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.
- 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.
- 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".
- 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:
- #
of portal cancellations for a department
- #
of patients we were able to contact:
- Of the patients we were
able to contact, how many rescheduled?
- Of the patients we were
able to contact, who did not reschedule a visit?
- List
of patients we could not make contact with
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