Appointments Settings: Confirm, Cancel, Reschedule

Healthie Calendar makes it easy to manage your business's schedule, offer sessions, enable clients to book with you, automate confirmations and reminders, and more. There are over 25 Appointments Settings that can be configured for your account. 

Providers maintain the ability to cancel, confirm, and reschedule appointments directly, but you may want to set limits as to what actions your clients can take. These settings are helpful if you want to prevent last-minute changes in your schedule, and/or require your clients to reach out to you to make last minute changes. This will also make it easier to help you enforce cancellation policies.

This article walks through the set up and management of these appointment-management settings. 

In this article:


Accessing Appointments Settings

Account admins can locate Appointment Settings via: 

  • Settings (gear icon on top-right of account) > Settings
  • Calendar > Appointments > Confirmation and Cancellation 
  • Click "Edit" (pencil icon) 
  • Review the available settings, toggle on/off any that you wish > Save 


Appointment Cancellation Settings

  • You can enable or disable Clients can Cancel Appointments.
  • If this setting is turned on, clients are able to cancel appointments that are scheduled with you, regardless of who booked the session.  
  • If this setting is turned off, clients are unable to cancel appointments that are scheduled with you. If they attempt to cancel, they will be prompted to contact you directly to make changes to their appointment. 
  • You can set a Cancellation Limit that sets a time from session start within which a client is able to cancel their appointment. For example, if you have a limit of 24 hours before established, then if a client attempts to cancel an appointment within 24 hours of the start time, they will be prompted to reach out to you, but will be unable to cancel. 

If you cancel an appointment, your client will receive an e-mail notification that their appointment has been cancelled. They will see an option to reschedule their appointment, which they can do when logged into Healthie from the desktop or mobile app.


Appointment Reschedule Settings

  • You can enable or disable "Clients can Reschedule Appointments." 
  • If this setting is turned on, clients are able to reschedule appointments that are scheduled with you, regardless of who booked the session.  
  • If this setting is turned off, clients are unable to reschedule appointments that are scheduled with you. If they attempt to reschedule, they will be prompted to contact you directly to make changes to their appointment. 
  • You can set a Reschedule Limit that sets a time from session start within which a client is able to reschedule their appointment. For example, if you have a limit of 24 hours before established, then if a client attempts to reschedule an appointment within 24 hours of the start time, they will be prompted to reach out to you, but will be unable to reschedule.


Appointment Confirmation Settings

You can have appointments that are booked by you, or your client, automatically confirmed, or require a manual confirmation by yourself and/or your client. Here are your options, the implications of each workflow, and how to set this up: 

  • Require Clients to Confirm your Appointments: If this setting is enabled, clients will be prompted to confirm sessions that you book on their behalf. Until they press "Yes" on their end confirming the appointment, Appointment Status will show as "Pending." If this setting is enabled, and clients have NOT confirmed the appointment, they will not receive appointment confirmation and reminder e-mails according to your settings. 
  • Automatically Confirm Appointments: If this setting is enabled, appointments that are booked by your clients are automatically set as confirmed, and no action is needed on your end to approve, and initiate confirmation and reminder e-mails. If this setting is disabled, you will see appointments as "Pending" until you manually confirm these sessions.


Scheduling Best Practices

Here are some best practices in using other capabilities within Healthie to optimize your booking process:

  • Enable the Notification Setting "Receive notification when client cancels an appointment" so that you are made aware when clients make updates to their appointments with you. 
  • In your Appointment Confirmation / Reminder E-mails, add text that outlines and reminds your clients what your cancellation policies are, and whether you require them to e-mail, chat, or otherwise communicate with you to cancel or reschedule an appointment.
  • Require that clients keep a card on file as part of your intake flow
  • Have clients e-sign your cancellation policies prior to a session
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