While you don’t currently have access to update these in your practice admin portal these are two settings we can update for you.
By default, HealthEngine has a Blackout time of 1 hour. What this means is that appointments will only show up to an hour before the appointment time, and then will be hidden. This is to allow patients enough time to arrive to your practice for their appointment from wherever they might be booking it. For example, if it is 10am, the next appointment available to be booked online would be 11am.
You can also use the blackout time to allow yourselves more time to prepare for the appointment. For example, some practices who have staff that are not always at the location might want a blackout time of 6 hours, so that they have enough time to get to the practice or prepare for the appointment.
We can change the blackout time to any amount of time you prefer. Just give us a call or send an email through to our support team.
By default, HealthEngine has a cancellation time of 2 hours. What this means is that a patient will only be able to cancel their appointment online up to 2 hours before the appointment time. If they try to cancel within the 2 hours then they will have to call the practice to cancel their appointment.
We can change the cancellation time to any amount of time you prefer. Just give us a call or send an email through to our support team.
One thing to keep in mind if you decide to increase your practices cancellation time is that it could mean more work for your front desk staff as they then have to take the cancellation calls over the phone. If you are using the Patient Connect Bookings product with us, increasing your cancellation time could also mean that there are more new patient appointments you will need to log as cancelled in your practice admin portal to avoid the new patient charges.
The Blackout and Cancellation times can only be set as an overall practice setting, not on an individual practitioner level.
Not all practice management software allows cancellations online.