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Urgent ghost patients not being cancelled properly

Guidance for when ghost patients remain in appointment slots and block new bookings.

Written by Connor Baeza

Issue

You may find that urgent ghost patients have not been cancelled properly, and their time slots are still occupied. This prevents you from adding real patients into those required time slots.

Cause

The ghost patient cancellation process has not completed correctly, leaving the placeholder bookings active in the schedule.

Resolution

  1. Open the Digital Assistant.

  2. Type “talk to a person”.

  3. You will be connected to a live support agent who can remove the ghost patients from the affected slots.

  4. Once connected, please provide details of:

    • The clinic or session.

    • The time slots affected.

    • Any patients you need to book into those slots.

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