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Changing or cancelling an appointment

Use your personal booking page to move or cancel an appointment, and what to do when it will not let you.

Your personal booking page is how you move or cancel an appointment: you
do not need an account or a password. After booking online, open Track your
place in the queue and save the link of the page it opens; the link in a
confirmation message from the clinic opens it too.

Moving the appointment

  1. Open your booking page and choose Reschedule. A link from a message may
    open this step straight away.
  2. Pick a new day and time from the times the same doctor has free. The doctor
    and the service stay the same; to change either, call the clinic.
  3. Confirm. Your old time is released at the same moment the new one is
    booked, so there is never a moment where you hold both or neither.

Moving books a new appointment and cancels the old one, and you are taken to
the new appointment's page. Save that link: the old one now says the
appointment was moved.

Cancelling

Open the same page and choose Cancel appointment. Please do it as early as
you can: a cancelled time goes back into the clinic's diary and somebody else
can take it, which is the whole point of cancelling rather than simply not
arriving.

Time limits

A clinic can set how close to the appointment you may still move or cancel it
online. Past that point the page tells you so when you try, with a link to call
the clinic if it has published its number. Calling always works: the clinic can
move or cancel the appointment for you, whatever the limit.

When the page shows something else

  • "This link is invalid or has expired." The link is wrong, or there is no
    booking behind it. The page deliberately does not say which, so that nobody
    can try links at random to learn which appointments exist.
  • "This link is incomplete." Part of the link was cut off. Open the full
    link from your message.
  • "This appointment was cancelled." It was cancelled. To see the doctor,
    book a new appointment, or call the clinic.
  • "This appointment was moved to a new time." You or the clinic moved it,
    and the new time has its own page. Open the link in the clinic's latest
    message about it, or call the clinic.
  • The visit is complete, or it was recorded as missed. The page says so.

In every case you can call the clinic. Reception can see the appointment and
change it for you.

Please do not share the link

Anyone holding it can see this appointment and, until you arrive, check in,
move or cancel it. It keeps working after the visit, and forwarding the
message forwards that access. A calendar entry made with Add to calendar
carries the link too, so a calendar you share with others shares it. Treat it
like the appointment card it replaces. It is tied to one booking: it shows the clinic, the doctor and the time, never
your name or your medical record, and it cannot be used to see anybody else's.

Changing or cancelling an appointment