Reschedule or cancel appointments
Reschedule an individual appointment
1. To reschedule an individual appointment at the same site but different date and time, click on the appointment in calendar view then view appointment details.
2. On the right-hand side of the patient screen, as shown below, there is a menu called Appointment Tasks.
Select Reschedule.
4. You will be taken to the reschedule appointment screen. Select the date and time that you would like to move the appointment to. It will only provide you with the dates and times that you created availability for.
As a reminder the original appointment will be displayed in the right of the screen.
5. Click Next. This will open a details screen. You need to enter a reason for cancelling the original appointment. Select Rescheduled by site.
You do not need to add information in the Comments box.
The comments box has no link to the patient, and anything entered here is not communicated to the individual.
6. Click finish. A message will appear to say the appointment was saved successfully.
7. Click open calendar to return to your calendar booking page.
8. If the individual has provided an email address and/or a mobile number at the time of booking, they will be sent a notification. The notification will inform the citizen that the site has rescheduled with their new appointment date and time.
Bulk reschedule a group of appointments
- Sites must contact their Regional Managers to bulk reschedule appointments on their behalf.
- Regional Managers can only transfer up to a whole day’s worth of appointments from one site to another site (not to the same site)
- The same appointment type, date and time is maintained as the original appointment.
- Notifications are automatically sent out when an appointment is successfully rescheduled.
Cancel an individual appointment
1. To cancel an individual appointment click on the appointment in calendar view then view appointment details.
2. On the right-hand side of the patient screen, as shown below, there is a menu called Appointment Tasks.
3. Select Cancel Appointment.
This will open the Cancellation screen.
4. Select Cancelled by Site in the Cancellation Reason drop-down box.
You do not need to add information in the Comments box.
The comments box has no link to the patient, and anything entered here is not communicated to the individual.
5. Click OK. A green banner will confirm that the appointment has been cancelled. Customer Status will have updated to Cancelled with the reason of Cancelled by Site.
6. If the individual has provided an email address and/or a mobile number at the time of booking they will be sent a notification. The notification will inform the citizen that the site has cancelled their appointment and provide information on how to rebook an appointment if required.
Details of cancelled appointments will be visible on the cancelled tab in Calendar view however will archive 2 days after the appointment date. If you need to follow up on the appointment then do so soon after cancelling the appointment
What to do when an appointment has been cancelled
If cancellation is successful, a green confirmation box will appear stating that you have cancelled the appointment(s).
Bulk cancel a group of appointments
Required steps before bulk cancelling appointments
1. You must have explored all other options to honour bookings.
2. Prior to bulk cancelling appointments you must notify your regional commissioner of the need to bulk cancel appointments and received agreement to do so before proceeding (if time permits).
3. A small percentage of people do not provide contact details to the NBS therefore will not receive notifications informing them that their appointment has been cancelled. You must have a mitigation plan in place to provide information to citizens who might still turn up on site.
4. You must remove availability in the diary manager for the particular time period or day you want to cancel appointments for so that people are unable to book into the freed-up slots.
Removing availability to prevent people booking into freed-up slots
To prevent people booking into slots following cancellation of appointments, you must remove appointment availability for that particular time period or day before starting the bulk cancel process.
The simplest method to remove availability is to delete the appropriate time segment in 'Diary Manager' see our remove availability periods guidance.
Bulk cancel appointments process
To begin, follow the instructions set out below:
1. Select Site Manager from the left-hand menu bar.
2. Select Bulk Appointment Manager.
3. Select Cancel Appointments.
This opens a search screen, where you can search for appointments for the relevant site, date and vaccination type.
4. A search box will appear titled Case. In the Appointment Date box enter the date you want to search for appointments.
You can only search for appointments 7 days in advance of the current date.
5. Next choose the relevant site and vaccine type in the Unit and Service drop down.
Click on the +/- to navigate.
6. Once you've selected the date, site and vaccination service you want to cancel appointments for continue by selecting Search Cases.
7. All appointments for the selected date, site and vaccination service will be displayed in the Case Results. If you are cancelling appointments on the same day then the functionality will only return future appointments.
Use the Select All button to move all appointments into the selection group for cancellation.
8. You can also choose individual appointments to move into the group by using the Select button in the Action column.
9. This will open a new panel on the right where you can edit the group of appointments for cancellation. For example, you can remove all cases using the Remove All Cases button or remove individual cases using the Select button in the Action column.
10. Click Proceed with Cases when you are happy with the appointments selected for cancellation. This will take you to a new page.
11. A disclaimer will pop up in an information box at this point. Please read the statements. If you agree with the disclaimer then select Agree to proceed and navigate to the Appointment Actions screen.
12. If you do not agree with the disclaimer then pressing the Back button will return you to the previous screen.
13. If you do agree with the disclaimer then you will need to select a Cancellation Reason for the cancellation of appointments. This information is used for reporting purposes.
14. To begin the cancellation process select Begin Cancellations.
15. A progress indicator will provide information of how many appointments have been successfully cancelled and if any have failed. The appointment status in the Cancel Appointment List will also be updated.
If any appointment cancellations have failed then you can try pressing the Begin Cancellations again. If that fails, then follow the guidance for cancelling an individual appointment.
16. Please download the report generated when the cancellation process has completed for auditing purposes.
17. If the citizen has provided contact details and given permission to contact them then they will receive an SMS and/or email notification informing them that their appointment has been cancelled also asking them to re-book if required.
Be aware that not everyone provides contact details to the NBS therefore wont be notified of their appointment being cancelled. Please have mitigation plans in place for these citizens.
Bulk cancellation report
A report which tracks successful bulk cancellation processes is available for wider reporting purposes. It provides data on number of cancelled appointments, cancellation reason and when/where it was performed.
- To view the report, select Management > Info Centre.
- Select Vaccination > Bulk Cancellation Report.
- Select the date or date range.
- Select View Report.
- It is possible to export/download the report using the save icon (highlighted).
Last edited: 20 February 2024 5:10 pm