A booking did not appear
The checks to run when a patient says they booked by phone but you cannot find the appointment, and how to put it right.
3 min read
Key terms
- Call log. 2care's record of every call, with its transcript and what the agent did.
- Pending booking. An appointment written to your EHR that is waiting there to be confirmed.
- Write. Any change the agent makes in your EHR, such as a booking or a cancellation.
- Visit type mapping. The link between each of your EHR's visit types and what callers ask for.
How a booking is made
The agent reads open times from your EHR during the call and reads the slot again at the moment of booking. It confirms the appointment to the caller only once your EHR has accepted the write. If your EHR refuses it, for example because the slot was just taken, the agent tells the caller and offers the next open time.
Every write is logged and can be reversed. That means the call log always shows what was booked, and anything booked in error can be undone.
Checks to run
- Find the call. Search the call log by the patient's name or phone number, and read the transcript. Check that the call reached 2care and that the caller asked to book.
- Read the outcome. The call record shows whether a booking was written, and the date, time, provider and visit type it was written for.
- Look at pending bookings. In systems where new bookings land as pending, such as eClinicalWorks, the appointment waits in the pending list until your team confirms it.
- Check the date, provider and site. The patient may remember a different day, provider or location from the one they agreed. The transcript shows what was read back.
- Check for a taken slot. If a member of staff booked the same slot during the call, your EHR refused the agent's write. The transcript shows the agent offering another time.
- Check the visit type. If the visit type the caller asked for is not mapped, the request goes to your staff instead of being booked. See visit types and provider templates.
What you usually find
| What the call log shows | What it means | What to do |
|---|---|---|
| Booking written and accepted | The appointment is in your EHR | Search by date and provider, or look in pending |
| Slot refused, new time offered and accepted | The patient is booked at the second time | Confirm the second time with the patient |
| Request handed to staff | The agent passed it to your team with full details | Pick up the task and book it |
| No call found | The call did not reach 2care | See a caller could not get through |
Putting it right
If a booking needs to change, your team can move or cancel it in your EHR as usual. If the agent wrote something in error, it can be reversed, and the audit log keeps a record of the original write and the correction. Tell your onboarding specialist if the same issue comes up more than once, so the rule behind it can be adjusted and tested.
Questions
Did the patient get a confirmation text?
A confirmation is sent once a booking is made. If the patient has one, the booking was written, and the text shows the date and time. See confirmations and reminders.
Can the agent book into a slot staff are holding?
The agent books only the open times your EHR reports. A slot your team has blocked or filled is not offered.
Who do we tell about a pattern of missing bookings?
Your onboarding specialist or account contact. Changes to the agent's rules are tested before they go live. See how changes are tested.
Related
- How the agent chooses a slot
- Visit types and provider templates
- Call recordings and transcripts
- Encryption and audit logs
Was this page helpful?