A Patient has a Booking Confirmation but I Never Received the Booking

If a patient has come into your practice with a booking confirmation, but you have no record of this booking in your system, this guide will help you locate the booking and assist the patient with confidence. Although rare, in these instances, it's important that you maintain the patient's confidence in your booking system and try to accommodate them as best you can before notifying us to investigate the issue!

Please Note: Healthengine notifies you of a new appointment in 3 ways — a diary insertion (for integrated software users) is just one of them.

Please check the other methods in this article before telling a patient you have no record of their booking.

Where is the Patient's Booking?

There are many reasons why an appointment may not have been inserted into your appointment diary, these can include:

• Loss of connection to your server
• Internet issues
• A booking collision - you can read more about this in our Why Didn't an Appointment Go into my Appointment Book? article
• The booking was cancelled or moved in my appointment book 

If you are surprised by this patient at the time of their booking that you didn't receive, it could mean that a collision or loss of connection email may have been overlooked. You can update your notification settings by following our Help Centre article, Notifications in Practice Admin.

If a patient shows you their booking confirmation, this means that the booking has been added to your Practice Admin bookings list and is proof that they booked the appointment, and you have received notification.
 

Booking Notifications from Healthengine

Healthengine sends your practice booking notifications in 3 ways: 

1. The booking is added to your Practice Admin portal bookings list.
2. You receive an email booking notification to the address configured in your Practice Admin settings.
3. The booking is inserted into your Practice Management Software, or a notification is triggered on your Sidebar for you to manually transfer the booking details across to your diary.

Please ensure that if any patient arrives for a booking that has not entered into your appointment diary, you are also checking your bookings list in your Practice Admin portal first.

Acknowledging a patient's confirmed appointment helps build trust and encourages them to rebook with your practice. 
 

If the booking appears in your Practice Admin but not in your software, please contact our Customer Support Team. We can investigate any integration issues or provide an explanation for your peace of mind.