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A patient has replied CANCEL, but appointment has not cancelled?

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If a patient has replied back to their Appointment Reminder with the Trigger Word of CANCEL, but it has not automatically cancelled the appointment on your clinical system, there are a few factors to consider:

  • Cancellation is only available for 48hrs after the SMS reminder is sent out. If a patient texts back after this time, the system would not activate the cancellation.
  • If 2 SMS were sent (as for a double appointment) the system will be unable to cancel, but will give you a Manual Cancellation notification in Summary Report.
  • If the original time of the appointment has passed and the text was sent after, the cancellation will not activate.

If none of the above has resolved your query, please contact our Support Team.

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