A patient has a booking confirmation but I never received the booking? Follow

Answer: You did receive the booking, in 2 out of 3 ways. Please read on to learn more. 


Though rare, you may find that a patient arrives for their appointment and it is not in your appointment diary. In these instances, it's important that you maintain the patients confidence in your booking system, and that you try to accommodate them as best as you can before notifying us to investigate any issues.


It's also important to remember that we notify you of an appointment in 3 ways, and the insertion into your appointment diary (if you are using integrated software) is just one of those ways. Please check the other methods before telling a patient you have no record of their booking. 


There are reasons an appointment may not insert in your diary, such as a loss of connection to your server, or a booking collision which you can read more about here. If you are being surprised with this by the patient at their appointment time, it could mean that a collision or loss of connection email may have been overlooked or you need to update your notifications settings.


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 they booked the appointment and you have received notification.


Notification from us comes in these 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 those in your practice admin portal settings> notifications.
  • The booking is inserted into your practice management softwares appointment diary or a notification is triggered on your sidebar for you to manually transfer the booking details across to your diary.


Please ensure if any patient arrives for a booking that has not gone into your appointment diary, that you check your bookings list in your practice admin portal. If the booking is there please try to accommodate the patient as best you can. You may also want to contact our support team for further assistance with any integration issues via live chat asap if you do not have any emails regarding the failed insert or collision. How do I use the Help Widget and Live Chat?


By ensuring patients confirmed appointments are acknowledged, they will feel comfortable to rebook with your practice instead of looking elsewhere. By also letting our support team know, they can identify any integration issues that may need attending to, or simply provide you peace of mind with an explanation.

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