Manage Appointments

Once an appointment or appointment request has been created and scheduled, there are many possible stages it can pass through before the appointment is concluded:

  • Confirm appointments

  • Sign in / Check in appointments

  • Seat patients

  • Check out patients

  • Modify appointments

    • Reschedule appointments

    • Cancel appointments

    • Fail appointments

Note: Appointments do not need to pass through all the stages.

When working in Book or Chair mode, appointments are typically managed from the Active tab, although pending appointments can be modified, cancelled, scheduled, or deleted from the Pending tab.

When working in Availability mode, appointments are typically managed from the Availability tab > Active sub-tab. This includes confirming, cancelling, failing, and re-scheduling appointments. Signing in/checking in, seating patients, and checking out patients can be completed from the Active tab or the Patients module.

Depending on your workflow, your institution may want to contact patients prior to appointments to remind them and ensure they can still attend.

You can confirm appointments from two places in the Scheduler > Active tab or two places in the Availability tab if working in Availability mode.

To confirm an appointment:

  1. After contacting the patient, open the Scheduler module and complete one of the following:

    • If working in Book or Chair mode: 

      1. Click the Active tab.

      2. Locate the appointment using the navigation bar.

    • If working in Availability mode: 

      1. Click the Availability tab.

      2. Click the Select Patient () icon to display the Select Patient window and select a patient.

      3. From the Active sub-tab, review the listed appointments for the selected patient.

  2. Perform one of the following:

    • Right-click the appointment and select Confirm.

      • The appointment text displays in blue to indicate that the appointment is confirmed.

    • Right-click the appointment and select Edit to display the Edit Appointment window, then click Confirm.

      • Note: The Confirm button only displays if the Scheduler Options window > Appt Entry Window field is set to Advanced.

      The text changes from NOT CONFIRMED to CONFIRMED and the appointment text displays in blue in the Scheduler to indicate that the appointment is confirmed.

When a patient arrives at your institution, they must be signed/checked in. This allows you to track who is in the clinic being treated and which patients failed to arrive.

Tip: A blue Patient Arrival indicator displays on the status bar when patients arrive and sign in for appointments. It is designed to ensure a provider acknowledges checked in patients or checks in signed in patients when they arrive for appointments.

Depending on your institution’s setup, axiUm may be configured to check in patients automatically when they’re signed in or the two processes may be kept separate.

Examples: Some institutions use kiosks or front desk staff to sign in patients at reception and check in patients for their appointment at the clinic. Other institutions may check in patients automatically at sign in.

Tip: Front desk staff can also sign in and check in patients from the Patients module using the Patient Sign In and Patient Check In right-click options. Once checked in from either module, the patient’s name displays in red text in the Patients module.

To sign in/check in a patient for an appointment:

  1. Open the Scheduler module and click the Active tab.

  2. Locate the appointment using the navigation bar.

  3. Complete one of the following:

    • To sign in a patient and display the Patient Arrival report, right-click the appointment and select Patient Sign In.

      • Note: The Patient Sign In option is only enabled if the Station Options window > Patients > SignInSlip > ShowSignIn entry is set to 1 and the patient has an active appointment scheduled for today and is not yet signed in.

      The patient’s name displays in purple text to indicate they are signed in and a blue Patient Arrival indicator displays on the provider’s status bar:

      Tip: You can click the Patient Arrival indicator to display the Patient Arrivals window and review all current patient arrivals.

    • To check in a patient and display the Patient Check In Form, right-click the appointment and select Patient Check In.

      • The patient’s name displays in red text to indicate they are checked in to a clinic.

      Note: Any appointments scheduled within a specified time frame can also be checked in. This is managed from the Scheduler Options window > Check In if Multiple Appts and Check In Appts for __ (minutes ahead) fields.

      Tip: If a patient is checked in by mistake, you can right-click the appointment and select Undo Patient Check In. For patients with multiple checked in appointments, an Undo Patient Check Ins window displays, allowing you to review and select as necessary.

In many cases, an appointment may not start right away, even once the patient has been checked in.

Example: A patient may sit in a waiting room until the provider or another staff member comes to take them to their chair.

You can indicate during an appointment that a patient has been seated. This can signal to the provider that their patient is ready for them or can be used for reporting purposes to track efficiencies in a clinic.

To seat a patient for an appointment:

  1. Open the Scheduler module and click the Active tab.

  2. Locate the appointment using the navigation bar.

  3. Right-click the appointment and select Patient Seated to set the appointment status to patient seated.

    4. Note: This option is only enabled if the patient has been checked in.

    The appointment text displays in black text to indicate the patient is seated in the clinic.

    Tip: If seated by mistake, right-click the appointment and select Undo Patient Seated.

Once an appointment has been completed, you can manually check out a patient to indicate that the appointment is complete.

Tip: If necessary, you can check out the patient from only the Scheduler. Checking a patient out from only the Scheduler and leaving them checked in to axiUm is referred to as checking out the appointment.

Notes:

  • Front desk staff can also check out patients from axiUm using a Patient Check Out right-click option in the Patients module and providers/faculty can check out patients from the Patient Approvals window.

  • When configured, patients can also be checked out from axiUm automatically via your institution’s overnight process.

You can check out patients from two places in the Scheduler > Active tab.

To check out a patient/appointment:

  1. Open the Scheduler module and click the Active tab.

  2. Locate the appointment using the navigation bar.

  3. Complete one of the following:

    • Right-click the appointment and select Patient Check Out.

      • The patient is checked out of the Patients module and their name displays in the Scheduler in gray text to indicate they are checked out of their appointment.

    • Right-click the appointment and select Edit to display the Edit Appointment window, then click Pt Check out or Check out.

      • If you clicked Pt Check out, the patient is checked out of the Patients module and their name displays in the Scheduler in gray text to indicate they are checked out of their appointment.

      If you clicked Check out, the patient’s name displays in the Scheduler in gray text to indicate their appointment has been checked out but remains displayed in red in the Patients module to indicate they are still checked in to axiUm.

      Note: These buttons only display if the Scheduler Options window > Appt Entry Window field is set to Advanced.

    Tip: If checked out by mistake, right-click the appointment and select Undo Patient Check Out.

At most institutions, appointment changes follow a typical, linear workflow.

Example: An appointment is created and scheduled, then confirmed closer to the date. On the date, the patient arrives and is signed in/checked in, then seated at the chair and checked out at the end of the appointment.

Sometimes changes must be made to appointments that are outside the basic flow of an appointment. This can include editing appointment details as well as rescheduling, cancelling, or failing appointments.

  1. Open the Scheduler module and complete one of the following:

    • If working in Book or Chair mode: 

      1. Click the Active tab.

      2. Locate the appointment using the navigation bar.

    • If working in Availability mode: 

      1. Click the Availability tab.

      2. Click the Select Patient () icon to display the Select Patient window and select a patient.

      3. From the Active sub-tab, review the listed appointments for the selected patient.

  2. Right-click the appointment and select Edit to display the Edit Appointment window.

  3. Modify the fields as necessary and click Accept.

  4. To perform another task, complete any of the following:

    5. Note: This button only displays if the Scheduler Options window > Appt Entry Window field is set to Advanced.

    1. Click Confirm to confirm the appointment and change the text from NOT CONFIRMED to CONFIRMED.

      2. The appointment text also displays in blue in the Scheduler to indicate that the appointment is confirmed.

    If a primary provider has additional assistants/providers attending the appointment, you can assign them to the appointment. This prevents them from being booked into appointments at the same time but does not book them into a chair.

    Tip: This is useful in clinics when there is one treating provider and multiple observing providers.

    1. Click Add’l Providers to display the Appointment Additional Providers window and select any additional providers beyond the primary and secondary that will be part of the appointment.

    2. To add a provider, search for and select a listed provider and click the > button to move it to the Selected Providers pane.

      3. Tip: To remove a provider, select a listed provider and click the < button.

    3. Click OK.

      4. In the Scheduler > Active tab, the additional providers/assistants have horizontal lines display down the left side of the appointment block and they are indicated in the appointment with a + icon.

    1. Click Tx. Plan… to display the Appointment Treatments window and select planned treatment(s) for the appointment request.

      2. Planned treatments for the patient display in the left pane and appointed treatments that have been assigned to an appointment display in the right pane.

      Note: Only approved planned treatments display.

      Tip: If you want to display all planned treatments, deselect the Hide Inactive Treatments checkbox.

    2. Complete any of the following:

      • To add a planned treatment to the appointment request, select the listed treatment and click the > button to move it to the Appointed Treatments pane.

      • To add a new planned treatment to the appointment request, click the Planned Procedure ellipsis to display the Procedure Codes List window and select a procedure.

        • Example: You need to make an unexpected appointment request for an emergency situation.

    1. Click Recalls… to display the Patient Recalls window and select a recall.

    Note: This button only displays if the Scheduler Options window > Appt Entry Window field is set to Advanced. It is only enabled if the appointment is active or signed in and scheduled for today.

    1. Click Pt Check in to indicate that the patient has been checked into the clinic.

      2. The patient’s name displays in red text to indicate they are checked in to a clinic.

    Note: This button only displays if the Scheduler Options window > Appt Entry Window field is set to Advanced.

    1. Click Pt Check out to check out the patient and close the Edit Appointment window.

      2. The patient is checked out of the Patients module and their name displays in the Scheduler in gray text to indicate they are checked out of their appointment.

    Note: This button only displays if the Scheduler Options window > Appt Entry Window field is set to Advanced. It is only enabled if the appointment is checked in.

    Important: Just as you can select patients for use only in the Scheduler, you can also check out patients only in the Scheduler. This is referred to as checking out the appointment. If you check out an appointment, the patient remains checked in in the Patients module.

    1. Click Check out to check out the appointment and close the Edit Appointment window.

      2. The patient’s name displays in the Scheduler in gray text to indicate their appointment has been checked out, but they remain displayed in red in the Patients module to indicate they are still checked in.

    Note: This button only displays if the Scheduler Options window > Appt Entry Window field is set to Advanced. It is only enabled if the appointment is active or signed in.

    1. Click Reschedule to display as a yellow floating appointment and drag to an open spot in the schedule.

    Note: This button only displays if the Scheduler Options window > Appt Entry Window field is set to Advanced. It is enabled if the appointment is active, signed in, checked in, or checked out.

    1. Click Failed to display the Failed Appointment window.

    2. Complete the fields as necessary and click OK.

    3. Select an option from the Reason drop-down list.

    4. (Optional) If the reason the appointment failed should have no charges, select the No Charge checkbox.

    5. Click OK.

    Note: This button only displays if the Scheduler Options window > Appt Entry Window field is set to Advanced. It is enabled if the appointment is active, signed in, checked in, or checked out.

    1. Click Cancelled to display the Cancellation window.

    2. Complete the fields as necessary and click OK.

    3. Select an option from the Reason drop-down list.

    4. (Optional) If the reason the appointment was cancelled should have no charges, select the No Charge checkbox.

    5. Click OK.

    1. Click Notes... to display the Appointment Notes window.

      • To add a note, enter the note text and click the Add a new Record () icon.

      • To delete a note, select a listed note and click the Delete Record () icon.

    1. Click Pt. Times… to display the Patient Appointment Times window.

    2. Review and edit the appointment times such as sign in, check in, seated, and check out as necessary.

    3. Click OK.

Sometimes appointments need to be rescheduled. This can include cancelled and failed appointments. When necessary, you can reschedule appointments from three places in the Scheduler > Active tab.

To reschedule an appointment:

  1. Open the Scheduler module and click the Active tab.

  2. Locate the appointment using the navigation bar.

    3. Tip: You can display failed or canceled appointments on the Active tab to locate them more easily. This is managed from the Scheduler Options window > Show Appointments field.

  3. Complete one of the following to display a yellow floating appointment:

    • Right-click the appointment and select Reschedule.

    • Right-click the appointment and select Edit to display the Edit Appointment window, then click Reschedule.

    • Right-click the appointment and select Patient Appointments or Family Appointments to display the Patient Appointments or Family Appointments window, then select a listed appointment and click Reschedule.

      • Note: The right-click option and window are managed from the Scheduler Options window > Patient/Family Appointments Window section > Mode field.

    Important: Yellow floating appointments remain indefinitely until dealt with appropriately. You must either finish rescheduling the appointment or perform another action such as cancelling, deleting, or changing to planned or pending.

  4. Navigate to an open date/space in the calendar as necessary.

  5. Click and drag the floating appointment to position over the correct time slot, and then double-click to schedule at the new date/time.

An appointment can be cancelled when the patient or provider does not want to or cannot attend at this time.

When necessary, you can cancel appointments from several places in the Scheduler.

Note: Cancelled appointments work in conjunction with the Clinics window > Charge for Cancelled Appt. field.

To cancel an appointment:

  1. Open the Scheduler module and complete one of the following:

    • If working in Book or Chair mode: 

      1. Click the Active or Pending tab.

      2. Locate the appointment using the navigation bar.

    • If working in Availability mode: 

      1. Click the Availability tab.

      2. Click the Select Patient () icon to display the Select Patient window and select a patient.

      3. From the Active sub-tab, review the listed appointments for the selected patient.

  2. Perform one of the following to display the Cancellation window:

    • Right-click the appointment and select Cancel.

    • Right-click the appointment and select Edit to display the Edit Appointment window, then click Cancelled.

      • Note: The Cancelled button only displays if the Scheduler Options window > Appt Entry Window field is set to Advanced. It is enabled if the appointment is active, signed in, checked in, or checked out.

  3. Select an option from the Reason drop-down list.

  4. (Optional) If the reason the appointment was cancelled should have no charges, select the No Charge checkbox.

  5. Click OK.

  6. When prompted with a Reschedule Now Question window, click Yes, No, Change to Planned, or Move to Pending.

    7. Note: Cancelled appointments can still be rescheduled at a later date.

An appointment can be failed when the patient does not arrive for the appointment and did not provide cancellation notice prior to the appointment time.

When necessary, you can fail appointments from two places in the Scheduler.

Note: Failed appointments work in conjunction with the Clinics window > Charge for Failed Appt. field.

To fail an appointment:

  1. Open the Scheduler module and complete one of the following:

    • If working in Book or Chair mode: 

      1. Click the Active tab.

      2. Locate the appointment using the navigation bar.

    • If working in Availability mode: 

      1. Click the Availability tab.

      2. Click the Select Patient () icon to display the Select Patient window and select a patient.

      3. From the Active sub-tab, review the listed appointments for the selected patient.

  2. Perform one of the following to display the Failed Appointment window:

    • Right-click the appointment and select Failed.

    • Right-click the appointment and select Edit to display the Edit Appointment window, then click Failed.

      • Note: The Failed button only displays if the Scheduler Options window > Appt Entry Window field is set to Advanced. It is enabled if the appointment is active, signed in, checked in, or checked out.

  3. Select an option from the Reason drop-down list.

  4. (Optional) If the reason the appointment failed should have no charges, select the No Charge checkbox.

  5. Click OK.

  6. When prompted with a Reschedule Now Question window, click Yes, No, Change to Planned, or Move to Pending.

    7. Note: Failed appointments can still be rescheduled at a later date.

Note: Floating appointments are not applicable when working in Availability mode.

As part of the direct booking and rescheduling processes, appointments can display as yellow floating appointments.

Once displayed, you must manage the appointment appropriately. Depending on the situation, you must schedule the yellow floating appointment or perform another action such as cancel, delete, or change to planned or pending status.

Tip: Because yellow floating appointments display indefinitely until they are dealt with, you can manage a floating appointment from any tab in Scheduler.

To manage a floating appointment:

  1. Display a floating appointment according to your usual workflow.

    2. Example: Open the Scheduler module and click the Lists () icon to display the Appointment Lists window, then search for an appointment, right-click and select Schedule.

  2. Complete any of the following:

    1. Right-click the yellow floating appointment and select Edit to display the Edit Appointment window.

    2. Modify the fields as necessary and click Accept.

    1. Click and drag the yellow floating appointment to an empty time block in the Active tab and double-click the area.

    1. Right-click the yellow floating appointment and select Cancel to display the Cancellation window.

    2. Complete the fields as necessary and click OK.

    In rare cases, you may need to delete an appointment.

    Important: There are many other ways to modify inaccurate appointments. Whenever possible, we recommend you edit or cancel the appointment as necessary.

    1. Right-click the yellow floating appointment and select Delete.

    2. When prompted, click Yes to confirm your deletion.

    1. Right-click the yellow floating appointment and select Change to Planned.

      2. The planned appointment can now be searched for and scheduled from the Appointment Lists window.

    1. Right-click the yellow floating appointment and select Move to Pending Page.

      2. The pending appointment can now be searched for and scheduled from the Pending tab.

    1. Right-click the yellow floating appointment and select Move to Availability.

      2. Note: This option is only available if the yellow floating appointment was created from an appointment request using the New Appointment Request window.

      The appointment can now be searched for and scheduled from the Availability tab > Request sub-tab.

When necessary, you can place appointments for patients that want an earlier date on the wait list.

  1. Open the Scheduler module and locate an appointment using your usual workflow.

    2. Example: Click the Active tab and review the listed appointments.

  2. Right-click the appointment and select Add to Wait List to display the Add to Wait List window.

  3. Complete the fields as necessary and click OK.

    4. Field Description
    Patient

    A disabled field that indicates the patient’s name.
    Clinic

    A disabled field that indicates which clinic the waitlisted appointment needs to be scheduled in once an opening becomes available.
    Reason

    Select an option from the drop-down list to indicate the reason for placing the patient on the waiting list.
    Priority

    Note: This field is for internal purposes.

    This field defaults to the value indicated in the Default Priority field (managed from Maintenance > Scheduler > Wait List Reasons). It indicates a numeric ranking of an appointment’s importance that can be used to make cancellation decisions when chairs are limited.

    If necessary, enter another value.

    Note

    Enter any notes related to this appointment.
    Availability

    (Optional) Click the button to display the Patient Availability window and set as necessary.

Note: When working in Availability mode, this task is not applicable.

When necessary, you can reassign a provider’s appointments to another provider.

Examples:

  • If a provider is away for the entire day, you can reassign their entire day’s schedule to another provider.

  • If a provider must move to another chair, you can move all their appointments to the other chair.

To reassign an appointment:

  1. Right-click a chair and select Reassign Appointments… to display the Reassign Appointments window.

    2. Note: The right-click option is only enabled if the chair has appointments scheduled for the selected date.

  2. Complete the fields as necessary and click OK.

    3. Field Description
    Time From / To

    Click the arrow buttons to set the start and end times for the reassignment.

    Provider

    Click the ellipsis to display the Providers List window and select the provider that will receive the reassigned appointments.

    Clinic

    Select the clinic where the receiving provider will work for all reassigned appointments.
    Chair

    Select the chair that the receiving provider will use for all reassigned appointments.

    Note: Only chairs located in the selected clinic display in the list.