Cancellation Checking Checklist

1️⃣ Check Accurx for Cancellations

1. Open Accurx and navigate to the Inbox → click the drop-down next to Teams
2. Select Appt Cancellation Requests from the list (these are appointments that have not automatically cancelled and require manual processing)
• Make a note of any patients who have cancelled their appointments, and update the appointment system accordingly (noting time of cancellation)
• For each cancellation message, click 'Save to Record' to ensure it is stored in the patient's records
3. Select Appt Cancellations from the list (these appointments should have cancelled automatically, but you need to manually verify them)
• For each cancellation message, click 'Save to Record' to ensure it is stored in the patient's records

2️⃣ Check the Cancellation Line

1. Press the Message button on your desk phone or Dial 0333 332 2223
2. Press 2
3. Type Service ID → 6230
4. Type User ID of your surgery voicemail administrator account →
• Deptford - 0102
• Kingfisher / Surrey Docks - 0098
• Knights Hill - 0097
• Lewisham - 0101
• Penrose / Penrose Maddock Way - 0100
• Nightingale - 0746
5. Type PIN → 1000#
6. Press 2 to access Group Voicemail
7. The groups ID will be one of the following →
• Deptford - 0010
• Kingfisher / Surrey Docks - 0015
• Knights Hill - 0006
• Lewisham - 0012
• Penrose / Penrose Maddock Way – 0003
• Nightingale -  0032
8. Make a note of any patients who have cancelled their appointments, and update the appointment system accordingly (noting time of cancellation)

3️⃣ Confirm Attendance for Double Appointments

1. Identify all patients with double appointments on the schedule
2. Call each patient the day before (Friday) to confirm they are attending
3. If the patient doesn’t answer, make a note of this
4. If a patient confirms they are not attending, update the appointment system and follow Step 4️⃣ to reallocate their slot 👇

4️⃣ Offer Available Appointments to Other Patients

1. If cancellations occur, check EMIS workflow tasks for doctor request tasks that have already been created
2. Contact the patients and offer them the available appointment slots
3. Once a patient accepts an appointment, update the system accordingly

5️⃣ Final, On the Day Checks

• Before the clinic starts, ensure all appointment changes are reflected accurately in the system
• Confirm all available slots have been reallocated where possible
• Check for any urgent messages or cancellations for the Saturday clinic