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Complete, cancel or mark a no-show

Updated

Closing each appointment properly keeps the schedule accurate and feeds reports, follow-ups and surveys.

Who can use it: staff, professionals, administrators and owners, on every plan.

Complete an appointment

In Appointments, or in Today's Schedule on the dashboard, select Complete (✓) on the appointment's row. It becomes Completed.

If the clinic has them on in WhatsApp → Automations, the patient then gets:

  • The after-visit message.
  • The satisfaction survey.

Professionals can also complete it when they finish the consultation, with Complete Consultation.

Cancel an appointment

  1. Select Cancel appointment (✕) on the appointment's row.
  2. Enter a Reason (optional; the patient sees it) and confirm.
Cancelling an appointment, with the Reason field

What the patient gets

MedPragma always tells the patient, so no cancelled appointment leaves them stuck:

  • An email with the cancelled appointment, the reason and a Choose a new time button. With it they pick another day and time with the same professional, without signing in, and what they paid carries over. See Choose a new time after a cancellation.
  • In the same email, a link to the clinic's booking page (another day or professional) and its contact details.
  • By WhatsApp too, if the clinic turned it on in Booking settings and its plan includes WhatsApp.

The same happens if you change the status to Cancelled from Edit, or if an appointment expires unpaid. The appointment history records Patient notified.

When a time frees up, MedPragma automatically offers it to patients on the waitlist it suits.

Mark that the patient didn't come

  1. Select Edit on the appointment.
  2. Under Status, choose No Show.
  3. Select Save Changes.

Good to know

  • Completed and cancelled appointments no longer show Complete or Cancel appointment. To fix a mistake, use Edit.
  • If you use Google Calendar, a cancelled appointment's event is deleted automatically, and comes back at the new time if the patient picks another one.
  • When a patient cancels from the portal, they get a confirmation email with the link to choose a new time.

Troubleshooting

Problem What to do
Complete doesn't appear The appointment is already closed. Change it from Edit if it was a mistake.
The patient didn't get the cancellation notice Check that their email is right on their record and ask them to look in spam. In the appointment history, Patient notified confirms it was sent.
The patient didn't get the survey Check that the survey is on in WhatsApp → Automations.