Veracity · Access
Veracity Reschedule and Cancellation Calls
Capture every reschedule and cancellation at your Veracity practice the moment the patient calls, day or night, so open time can be offered again.
Every cancellation is also an opening
When a patient cancels by voicemail on a weeknight, that slot usually stays on the schedule until someone hears the message the next morning, and by then it is often too late to offer it to anyone else. The visit is lost twice: once by the patient who cancelled and again by the patient who could have taken it.
Catching each change the moment the patient makes it is how a practice keeps those openings usable.
Practices with tight schedules feel this most, because one unused slot can be the only same-week opening a provider has.
What Katie writes down when plans change
Katie answers the call, confirms which appointment the patient means and records exactly what they want: a cancellation, a move to another day, or a change of provider or location.
- The appointment as the patient describes it, including the day, time and provider
- Whether they want to cancel outright or move the visit
- New days and times that work, if they are rescheduling
- The reason, when the patient offers one, which helps staff spot a visit that should not be dropped
Cancellations that deserve a second look
Not every cancellation is routine. A patient cancelling the follow-up after an abnormal test, a post-operative check, or a visit the physician asked to see them for soon may need a call from clinical staff rather than a simple removal. Your rules can flag those requests so a nurse sees them, and Katie never decides on her own that a visit is safe to skip.
This is where a structured summary beats a voicemail. The reason for the cancellation is written next to the request, so the flag is visible without anyone listening to the call.
Patterns hiding in cancellations
Cancellations carry information. When the reasons are written down instead of lost in a voicemail, patterns appear: visits booked so far out that patients forget them, a time slot that collides with school pickup, a location that is hard to reach in bad weather. A practice manager reading a week of summaries can see those patterns without running a report.
None of that requires Katie to argue with the patient. She records the reason when one is given, and your team decides what, if anything, to change.
Releasing the time in Veracity
Your staff receive each change as a structured summary and make it in Veracity, where they can see the full schedule and release the time. Because the request already names the appointment and the change, there is no return call to work out which Thursday the patient meant.
After hours, Annie captures changes the same way, so the morning team starts the day with a list of times that just opened.
Frequently asked questions
- Who updates the appointment in Veracity?
- Your staff act on each change in Veracity from the structured summary Katie writes. Each summary names the appointment and the change requested, so the update is quick.
- Can patients cancel after the office closes?
- Yes. Annie takes cancellations and reschedule requests at night, on weekends and on holidays, and records them for your staff the next business day.
- What if the patient wants to switch providers when rescheduling?
- Katie records the request and whether the patient is flexible, and your scheduler decides what fits, using the visit types and rules your practice set.
- Does Katie try to talk patients out of cancelling?
- No. She records what the patient wants. If your rules call for clinical review of certain cancellations, those are flagged for a nurse or provider to follow up.
Ready to implement this for your Veracity workflow?
Book a demo and we'll run your own calls through Katie: new patient intake, scheduling requests, call routing and the escalation rules your practice sets. You'll see the summary your staff receive after each call.