Dentrix Ideas

Tracking cancelled/deleted appointments

Other than the "history" option in the appointment view, there should be a way (in the family file?) to track scheduling/rescheduling of appointments, including deleted appointments and also a possible "reason for cancel" as well. We had a minor come in the office, but mom cancelled the appointment. The appointment was deleted instead of broken so there was no way of tracking anything. The mother claimed she did not cancel this appointment and there was no way (to our knowledge) of resolving this. This also comes in handy for patients who have a long history of cancelling/rescheduling/no-showing. This would be helpful to have all of the patient's appointment history in one window. Possibly similar to how the ledger reads, where there is options to place notes.
  • Guest
  • Jul 9 2019
  • Likely to Implement
  • Jul 9, 2019

    Admin response

    We appreciate the feedback, thanks.
  • Attach files
  • Guest commented
    12 Aug 01:10am

    It should be tracked in the patient's chart and/or ledger as well. Would be simple to add a view button that shows cancelled appointments the same as we can select to see exam, referrals, existing work, etc... The reason it should be tracked in chart is for clinician liability. If tracked, we'll be able to defend ourselves when a patient claims we did not see them and developed some issue or problem, yet it was they who cancelled their visits or exams.

  • Guest commented
    2 Aug, 2021 01:39pm

    These work arounds are great but very time consuming and storing data in too many different places. A simple forced drop down when canceling or rescheduling with a couple basic top answers and an other box would be sufficient 1 place in Dentrix where all of this data is stored. Please review Athena health software for this. There system has an exceptionally quick and easy tracking.

  • Guest commented
    15 Dec, 2020 03:44pm

    I like this idea...using patient journal is time consuming. we need something that is automatic and put into pt's file quickly. We are busy at the front desk!

  • Guest commented
    9 Apr, 2020 03:03pm

    You can always use the Patient Journal to document phone conversations and change of appointments.

  • Guest commented
    7 Jan, 2020 05:53pm

    ABSOLUTELY need a Reason for Cancelling. This should be a given in the world of stats. How can we make improvements to the Practice if we don't have a way to see why patients decide not to keep appointments?

  • Guest commented
    9 Jul, 2019 04:17am
    This is happening in our office, too.
  • Guest commented
    9 Jul, 2019 04:17am
    uniformity of information would always be good. But until that day comes...keep copious notes including quotes. Use "this call will be recorded for quality assurance and training" notifications. We note everything in tickler notes with appropriate headings: Cancel, disappt. etc. Patients will always remember what they want to remember and notes prevent that from being an issue.
  • Guest commented
    9 Jul, 2019 04:17am
    We actually made a codes that we can post in the ledger to keep track...like missed appt no show appt, we also included fees for missed and no shows. that might help you guys
  • Guest commented
    9 Jul, 2019 04:17am
    Office journal is the best place --also if patient cancels via email, text or your automated system you can go into Doc center and acquire screen shot of that certain item and have it in the doc center exactly as it was delivered to you. I put it under Correspondence and put Cancelled or rescheduled appointment from what date to the new date and who was spoken to.
  • Guest commented
    9 Jul, 2019 04:17am
    Not sure if this would help but at least in that situation you can still pull up in the Audit Trail (Office Manager | Maintenance | Office Journal) to get that information, including the appointment date and when it was deleted. If you have passwords set up you would be able to see who deleted it also.
  • Guest commented
    9 Jul, 2019 04:17am
    Create a separate notes box. Just as we have a g-notes area, and clinical notes area, we really NEED a separate area to note all of the scheduling interactions (calls/conversations to schedule an appt, patient requests about when they are available, broken appts/reasons, cancelled appts, office sequencing info, etc.) It can be as simple as the g-notes box, with an option to add prewritten notes from a list. PLEASE!
  • Guest commented
    9 Jul, 2019 04:17am
    I would like to request that deleted appointments are also tracked in office journal due to this function is used frequently. Why document the reason,I have several reasons, 1) if someone is sick,family emergency or whatever reason we can follow up with it the next time they come in to show we are a caring office. 2) to track "how many times their car won't start - which is the most used excuse 3) as the original post for this request states, with divorced parents there sometimes is a conflict on who or why appts were canceled. Currently we track all reasons in the patient alerts, which they should be tracked in office journal.
  • Guest commented
    9 Jul, 2019 04:17am
    Yes, this would be very useful to be able to do for each patient. Full appointment history. Currently you can see completed and future appointments but not deleted and unscheduled appointments (without going to unscheduled list). It would be good to see all the appointment time changes too. We have issues from time to time with receptionists who do not multi-task well and sometimes they will delete the wrong appointment or unscheduled the wrong appointment! Our rule is that we do not delete appointments unless they are new patients who did not show up. But sometimes appointments still get deleted.
  • Guest commented
    9 Jul, 2019 04:17am
    Audit trail should show deletions but adding to tracking on appointments would be helpful. Regarding appointment/scheduling type conversations, we use the note section of the scheduled appointment for any moves, changes, cancellations, etcs. This works well for our tracking conversations and history that is appointment specific. The only downside is on broken appointments. Dentrix does not allow notes to be added without the appointment actually on the scheduler. We use this note section to track attempts to reschedule as well. It would be helpful if we could add notes to a broken appointment that has not yet rescheduled....thank you.
  • Guest commented
    9 Jul, 2019 04:17am
    Audit trail is a convoluted process. I agree this is regular problem with booking/breaking appointments. People mistakenly delete appointments and loose important tracking features...
  • Guest commented
    9 Jul, 2019 04:17am
    We actually charge a CA or BA when a patient cancels or breaks an appt the day of to help track appt history
  • Guest commented
    9 Jul, 2019 04:17am
    In our office - we have codes for Failed apt / Cancelled-Changed / these codes are posted in the ledger & the chart - easy places to look for "repeat offenders"
  • Guest commented
    9 Jul, 2019 04:17am
    Our office tracks cancelled and missed appts on the ledger with the dental codes D9986 for Missed and D9987 for Cancelled. We put a note within the ledger and also copy it to the patient journal because it will show with the broken appt for that day. It boils down to staff being consistent.
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