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, then you might be feeling a little confused. 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: It's important to remember that we notify you of an appointment made with your practice in 3 ways - an insertion into your appointment diary (if you are using an integrated software) is just one of these ways.
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:
- The booking is added to your Practice Admin portal bookings list.
- You receive an email booking notification to the email set to receive these in your Practice Admin
- 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.
We encourage you to ensure a patient's confirmed appointments are acknowledged, as they will feel comfortable rebooking with your practice in the future!
If the booking is in your Practice Admin but not your software, we welcome you to contact our Customer Support Team to investigate any integration issues that may need attending to or to simply provide you peace of mind with an explanation.
Need More Help?
Contact our Support Team:
- Phone: 1300 377 639
- Email: support@healthengine.com.au
- Ai chat: Use the Help chat icon in your Practice Admin portal, located on the top-right corner of your Practice Admin page, for 24/7 AI assistance
- Live chat: Use the Help chat icon in your Practice Admin portal, located on the top-right corner of your Practice Admin page, for live agent assistance from 7 am to 4 pm AWST (6 am to 4 pm AWST on Daylight Saving)