Rescheduled Appointments
We use WINOMS as our PMS and when we schedule an appointment and the patient reschedules their appointment the patient is still receiving an appointment reminder for the original appointment time. This creates confusion for the patient and typically generates a phone call. Appointment reminders should only go out for appointments that are actually on the schedule.
Hi all, I'm going to close this one with some guidance here:
- This could be caused by the appointment being changed too close to the message send time. If a change is made to the appointment within 30 minutes of when the message is scheduled to send, we may not sync the updated information in time.
- If you're confident #1 isn't in play here, there may be something with the way your PMS/PIMS is syncing - please work Support to troubleshoot this. If they're unsuccessful in resolving this, they have a path to get in touch with my Engineering team to dive in deeper.
Thanks!
Matt Schultz
Weave Product Management
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Allison Casteel
commented
We use Dolphin and this is very frustrating and inconvenient in a busy practice. Even if an appointment is rescheduled over 24 hours before the original time, patients still receive same day text for an appointment that is no longer on the schedule. Weave should be able to read 'rescheduled' appointment status and not send same day reminders. With multiple responsible parties, this creates many frustrations with families and staff.
We have contacted Weave support and were told that they could not read the 'rescheduled' appointment status. We were given options to cancel then schedule a new appointment or disable the auto reminder. Not great options in a busy office.
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Ely Ann Gonzalez
commented
The same happens for us. We use DrChrono for our EMR and constantly have issues with our rescheduled appointments. Weave support informed our team that they do not have "rescheduled" classifier on their end, which prevents their software from correctly registering the change in appointment status on DrChrono. I am frustrated to know that numerous clinics have the same issue yet there has not been a solution implemented.
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Quinn Wensyel
commented
This happens for us too. We use Cornerstone for our PIMS and we have had several clients who rescheduled their appointments receive a reminder text for the original time instead of the time the appointment was moved to. The simple issue here seems to be that the auto reminder system is not updating the information after the appointment is initially scheduled before sending the text. If it could be changed to where the system will double check that the appointment is still there just before sending the text, that should fix this issue.