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Manage booked appointments

Site managers can manage appointments in Q-Flow.

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As a site manager, you can:

  • view your calendar using different views, including as a list
  • view multiple calendars side by side
  • occupy slots in the calendar to prevent booking after publishing availability
  • print out appointments for the day
  • view appointment details
  • cancel a booked appointment

View your calendar

1. Select Tools > Calendar. This opens the Calendar screen. From this you can navigate to your site and the calendar you wish to view for each vaccination type.

Screenshot of calendar menu option

Select the site and calendar you wish to view using the My calendars box at the bottom right of the screen by clicking on the plus sign next to Grouped by Unit.

Calendar view

3. Click the plus sign next to the site you want to view and select the calendar to open the calendar for that site. Your calendar will now open. You can see the name of your site at the top of the screen and the name of the calendar next to the date.

4. You can view the calendar by day, week and month. The day view allows you to view appointments for that date in more detail. The monthly view will help you see, at a glance, how many appointments are booked for the entire month. 

c alendar with day week and month highlighted

View multiple calendars

It is possible to view multiple service calendars in day view.

1. Select a calendar, then click on day view to see the appointments and bookings for that date.

2. Click the Multiple icon at the top of the calendar, then select another service calendar to add to the day view.

Multiple calendar view

3. Remove a service calendar from view by clicking the minus (-) symbol next to the service name.

View your calendar as a list

When viewing your calendar by day, you can choose to see appointments for that day as a list. 

1. Click on the list tab.

Calendar list view

The colour of the smiley face next to each appointment indicates its status:

  • grey (expected) - appointment booked but not yet checked-in
  • blue (waiting) - appointment checked-in
  • green (completed) - this status is automatically set at around 11pm on the day of the appointment if the appointment has been checked-in
  • grey with a red exclamation mark (no show) - this status is automatically set at around 11pm on the day of the appointment if the appointment has not been checked-in

Calendar exceptions

If your calendar for a particular day is highlighted in orange this is because it contains exceptions. Exceptions occur when booked appointments sit outside of the current availability set up in Diary Manager. There are 2 types of exceptions:

1. More appointments at a single start time than you set as your max simultaneous appointments for this time.

2. Appointments booked outside of your opening hours. 

manage appointments screen

Calendar exceptions usually occur if you change your opening hours or max simultaneous appointments after appointments were booked.

Remember that editing your availability does not affect any previously booked appointments.

If a site has calendar exceptions, the site manager should review these appointments and identify whether:

  • the appointment can be honoured: there is no action to take, the citizen will attend the appointment as expected
  • the appointment cannot be honoured: the site manager should follow the procedure to cancel a booked appointment

Locked appointments

Viewing your calendar, you may see that some appointments are in red. This is because they are temporarily locked by someone who is in the process of booking that appointment. This temporary lock lasts for 10 minutes or until the slot is booked.

Occupy slots in calendars to prevent bookings

If you need to prevent booking after publishing appointment availability, for example for a lunch break, then there is a feature to occupy slots in the calendar.

1. In day view, click on the green clock icon in the top banner, which opens a new window titled Occupy Time.

Occupying slots in calendars

2. In the Start Time and End Time boxes, add the desired start and end times you want to block out, then click Save.

3. A green banner saying ‘The time was successfully occupied’ will appear. Click Close to see the changes in the calendar.

4. In the day calendar view, you will see that the allotted time has been occupied, as denoted by the grey bar. Also, note that the Vacant Time has been updated to reflect the reduction in availability.

5. To remove the occupied time, click on the grey bar. This will bring up a new Occupy Time window. Click on the Unoccupy button to remove the occupied time slots, then close the window to see the updated calendar.

View details of booked appointment

1. Left-click on the green booked appointment.

View details of booked appointment

This will display a pop out menu. You will be able to:

  • view appointment details
  • enqueue (check patients in)
  • view the customer record (patient record)
  • cancel the appointment

Screenshot of options presented when a booked appointment is clicked on

You will be able to view important patient information:

  • Name
  • Personal ID
  • Contact information
  • Service (vaccine they are scheduled to receive)
  • Date and Time
  • Customer status (a grey smiley face icon means the patient is expected to arrive, a green smiley face means the patient has arrived for their appointment)
  • Case ID (booking reference)

Cancel an 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 above, there is a menu called Appointment Tasks.

3. Select Cancel Appointment.

Screenshot of cancel appointment option

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.

this appointment has been cancelled screen

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.

patient cancelled appointment screen

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).

What to do if you have the patient's email address or mobile telephone number

If the patient's contact information on the appointment details screen included an email address or mobile telephone number, they will automatically receive a notification telling them about the cancellation.

What to do if you only have the patient's landline telephone number

If the patient's contact information on the appointment details screen only includes a landline telephone number, someone at the site will need to phone the patient to confirm the cancellation.

What to do if you do not have any contact details for the patient

If there is no contact information on the appointment details screen, there is no way to tell the patient about the cancellation and they will most likely turn up for their appointment.

Last edited: 7 September 2023 4:34 pm