Appointment disappeared? Moved? Something is different and you’re just not sure what?
Here’s how you can look into this!
1️⃣Check the History & Status Section
If the appointment is still scheduled, click on it! If the appointment has disappeared, click the cogwheel in the bottom right of the schedule, and here you can toggle on cancelled, deleted and rescheduled appointments so they will display on the schedule.
Then if you see the appointment you’re looking for (it will appear in dark grey) you can click on it, then just like with scheduled appointments– you can scroll down to the History & Status section to see a bit more about what happened with this appointment, who made the changes, when, and what notifications were sent out regarding the change:
2️⃣ Check the Patient’s Appointments Tab
You can also look directly on the patient’s profile, under the Appointments tab for this appointment. You can click the States dropdown to select the different types of appointments here.
They are all fairly self-explanatory except for Never Booked.
Jane will always keep a record of appointment bookings that were attempted. So if a patient or staff member starts to book an appointment but doesn’t finish the process, that will be logged under Never Booked. Though if Jane doesn’t have the patient information (if they are not logged in, and Jane is unable to tie these actions to a specific profile) you will still see these under Reports > Appointments also under Never Booked.
In the GIF below I have demonstrated how to select the states, and how you can get to the History & Status section to see what happened with this appointment, included when it was cancelled/deleted/rescheduled, etc, and by whom:
3️⃣ Message Log / Message Tab
Another great place to look is the Message tab.
As long as notifications are turned on, the patient will have a confirmation record in their message log, a ‘Thanks for Booking’ email.
This tab will log all communication to this patient through Jane, included SMS reminders.
You will be able to see whether the email was sent/delivered. This is also a helpful tool to see whether an email/text reminder was sent for an appointment in the event of a no-show.
🆒Still Need Help?
If you’re still not able to determine what happened with the appointment, let us know!
If you click the Need Help? button in the top right of your Jane screen– you can send us an email from there. Make sure you include the URL to the patient profile:
For patient privacy, we ask you to please not include any identifiable information in your email, such as the patient name, email address or phone number, please see the image below for an example: