Exclude Appointment Profiles from Cancellations

Key configuration options | Example | Before going live

The Exclude Appointment Profiles from Cancellations module prevents patients from canceling selected appointment profiles through self-service or automated workflows. When a patient attempts to cancel an appointment with an excluded profile, FrontOffice+ doesn't process the cancellation and instructs the patient to call the office directly.

Key configuration options

Selection of excluded profiles

• Exclude Appointment Profiles from Cancellations: Use the dropdown menu (Click here to select) to choose specific appointment profiles that can't be canceled.
• Cancellation restriction: Appointment profiles selected under this setting are blocked from self-service or automated cancellation in the system.

Example

• Scenario: A clinic doesn't let patients cancel surgery or specialized treatment appointments without speaking to reception first.
• Setup: Select the corresponding appointment profiles (for example, Minor Surgery) in the Exclude Appointment Profiles from Cancellations dropdown.
• Outcome: If a patient attempts to cancel a scheduled visit under an excluded profile, FrontOffice+ doesn't process the cancellation and instructs the patient to call the office directly.

Before going live

Confirm:

• Clinic policies: Review which specific appointment profiles require staff authorization or direct phone contact before cancellation.
• Accurate selection: Include only profiles with strict cancellation restrictions in the dropdown menu to preserve self-service functionality for general appointments.
• Clear patient guidance: Verify that automated response templates clearly instruct patients to call the clinic when they try to cancel an excluded profile.