How do I book, reschedule or cancel an appointment for a patient?

How do I book, reschedule or cancel an appointment for a patient?

Who can do this: Administrative Staff / All Billing members, and Full Access members without Licensed provider, can book for any provider and any patient in the clinic. Clinicians, including Full Access members with Licensed provider on, can book for patients on their care team. Front Desk can reschedule, edit, confirm and cancel appointments for any patient.

From New Appointment, Front Desk can only find patients on its own care team, which is usually none. If no patients come up, ask an Administrative Staff / All Billing or Full Access member, or the clinician, to book it.

Find your way around Schedule

Open Schedule. The views are Next Up, Day, Week, Month and, for Front Desk, Administrative Staff / All Billing and Full Access members, Clinic.

• Clinic shows every provider's day side by side. Front Desk, Administrative Staff / All Billing and Full Access members start on Clinic when Access Charts is off. With Access Charts on, they start on Next Up. Time a provider has taken in their Google calendar shows as Busy, with no event details. Select an appointment to open its details.
• Day lists the day's appointments with an actions menu on each one. Use it to reschedule, edit, confirm, check in or cancel.
• Use the arrows to move between days, weeks or months, and Search... or Filter to narrow the list.

Book an appointment

1. Select New Appointment.
2. Select Patient: search by name and select the patient.
3. Select Clinician: choose who the visit is with.
4. Type & Duration: choose In-Person, Telehealth or Phone Call, then the length.
5. Choose Time: pick an open time.
6. Details: choose the Reason for Visit. If you choose Other, fill in Please specify. Add Additional Notes (Optional) if useful.
7. Repeat: to book a series, turn on Make this recurring, choose Weekly, Bi-weekly, Monthly or Custom, and set when it ends, after a number of appointments or on a date.
8. Review & Confirm: check the details, then select Confirm Appointment.

GRAICE shows "Appointment scheduled" with the type, date and time.

If the patient has no card on file, the booking still goes through. GRAICE says no card is on file and offers Email card link, which emails the patient a link to add one. Select Done to close.

Reschedule or change details

These options appear for appointments that are scheduled, confirmed or requested.

1. In the Day view, open the appointment's actions menu.
2. To move it, select Reschedule, choose a length and a new time, then select Confirm Reschedule. GRAICE shows "Appointment rescheduled". The patient isn't notified when you reschedule, so let them know the new time.
3. To change the visit type, Reason for Visit or Notes, select Edit Details, make your changes, then select Save Changes. GRAICE shows "Appointment updated".

Confirm or cancel

From the same actions menu:

• Mark as Confirmed confirms the appointment. The patient gets an in-app notification.
• Cancel Appointment cancels it straight away, with no second confirmation step. GRAICE shows "Appointment cancelled". The patient gets an in-app notification that the clinic cancelled, with the reason "Cancelled from schedule view".

To check a patient in when they arrive, see Check in a patient.

If something goes wrong

• "No clinicians with active schedules." means no clinician has set up their availability yet. Ask them, or your clinic admin, to set it.
• Telehealth is greyed out with "Requires Google Workspace connection (clinician not connected)" when the clinician hasn't connected Google Workspace, or "Telehealth is disabled by this practice" when your clinic has turned video visits off. Book in person or by phone instead.
• "No patients found" means the search didn't match. Check the spelling.
• Booking failed with a message, or "Failed to schedule appointment", means the appointment wasn't booked. Read the message, then try again or pick another time.
• "Failed to update appointment" with "Cannot confirm appointment with status" means the appointment is already confirmed, or is closed.
• "Failed to cancel appointment" with "Cannot cancel appointment with status" means the appointment is already completed, cancelled or otherwise closed.
• "Unable to load the schedule" means the schedule didn't load. Select Retry.