Patient Portal: Rescheduling and Cancelling Appointments

Overview

Patients with access to the patient portal can now reschedule or cancel their upcoming appointments directly, without needing to contact the practice.

How It Works

When a patient logs into the portal and views their appointments, each upcoming appointment shows Reschedule and Cancel buttons:

• Reschedule — choose a new date and time from available slots
• Cancel — cancel the appointment (subject to the cancellation policy set on the appointment type)

Cancellation Policies

If an appointment type has a cancellation window configured (e.g. 24 hours), patients will not be able to cancel within that window. They will see a message explaining they need to contact the practice directly.

What the Practice Sees

When a patient reschedules or cancels, the change appears in the appointment audit history with the patient identified as the actor. The original appointment status updates automatically.

Enabling This Feature

This feature is available automatically for all practices using the patient portal with online booking enabled. No additional configuration is required.

What happens to payments

When a patient cancels, Jump refunds the invoice they paid to book the appointment. A fee raised against the same appointment afterwards - a rescheduling or late-cancellation fee - is not included in that refund.

Raising such a fee on its own invoice is still the clearest record, but it is no longer necessary to protect it from an automatic refund.