✨ When You Need This Guide
Sometimes you need to limit a patient's ability to schedule online while still providing them with care. This guide helps in these situations:
Frequent no-shows - Patients who consistently miss appointments without notice
Scheduling system abuse - Patients making and canceling appointments repeatedly
Administrative concerns - Patients who need office coordination for complex scheduling needs
Specific case types - Certain treatment types that require office approval before scheduling
You'll need: Access to your patient contact management system and clear documentation of why scheduling restrictions are necessary
What this covers: Restricting online scheduling access for individual patients while maintaining their ability to receive care and access other app features.
✅ Step 1: Access Patient Scheduling Settings
Here's how to manage a patient's online booking privileges:
Navigate to Contacts > Show Contacts Start from your main patient database
Search for and click on the specific patient Use the search function to find the patient you need to manage
Select "Settings" from the patient's menu This opens their individual account preferences and restrictions
Locate the scheduling controls Find the toggle labeled "Booked Appointments in The Scheduling App"
✅ Step 2: Restrict Online Scheduling Access
Once you're in the patient's settings:
Disable the "Booked Appointments in The Scheduling App" toggle Switch this to the OFF position
Save the changes The restriction takes effect immediately
Document the reason (recommended) Keep notes in the patient's file about why this restriction was implemented and when
What happens next: The patient can still access the app for other features, but scheduling functions will be blocked.
✅ Step 3: Understanding What Patients Experience
When a patient with restricted scheduling tries to book online, they'll see:
The message they receive:
"We are sorry. Scheduling is unavailable at this time. Please contact the office {Your Business Name} at (xxx) xxx-xxxx directly."
What they CAN still do:
View their upcoming appointments
Message your practice through the app
Sync existing appointments to their personal calendar
Access their patient portal features
What they CANNOT do:
Book new appointments online
Reschedule existing appointments through the app
Cancel appointments without calling your office
Important note: Patients are not notified that they've been specifically restricted - the message appears as a general system limitation.
💡 Best Practices for Scheduling Restrictions
Situation | Recommended Action | Follow-up Strategy |
Frequent no-shows (3+ in 30 days) | Restrict online scheduling | Require phone booking with confirmation calls |
Over-booking pattern | Temporary restriction (30-60 days) | Review and potentially restore access |
Complex medical needs | Case-by-case restriction | Office coordination for appropriate appointment types |
Administrative issues | Short-term restriction | Resolve underlying issues then restore access |
Pattern abuse | Permanent restriction | Direct office scheduling only |
🔄 Managing Restrictions Over Time
Reviewing restrictions regularly:
Set calendar reminders to review restrictions quarterly
Consider patient improvement and changing circumstances
Document any changes to restrictions in patient notes
Restoring scheduling access:
Return to the patient's Settings
Re-enable the "Booked Appointments in The Scheduling App" toggle
Monitor their scheduling behavior for the first few weeks
Communicating with restricted patients:
Be professional and solution-focused
Explain that phone scheduling ensures better care coordination
Emphasize that you're still committed to providing excellent care
🎉 You'll Know It's Working When:
After implementing scheduling restrictions, you should notice:
Reduced no-show rates as problem patients must confirm appointments by phone
Better schedule management with fewer last-minute cancellations
Improved appointment availability for patients who consistently show up
Decreased scheduling system abuse and administrative headaches
Timeline: Effects are usually noticeable within 1-2 weeks of implementation.
🔍 Common Questions About Scheduling Restrictions
If you're wondering about patient reactions: Most patients understand when explained professionally. Frame it as ensuring better care coordination rather than punishment.
About legal considerations: This is a practice management tool, not a refusal of care. Patients can still receive treatment by calling your office.
For patients who complain: Explain that phone scheduling allows for better appointment coordination and ensures the right amount of time is allocated for their needs.
About restoring access: Consider a probationary period where you restore access but monitor closely for improved behavior.
💬 Need Help? We're Here!
Questions about implementing scheduling restrictions or managing difficult scheduling situations?
Call us at (800) 563-0469
Our support team can help you:
Set up scheduling restrictions for multiple patients
Troubleshoot if restrictions aren't working properly
Develop strategies for communicating with affected patients
Review your overall no-show prevention strategies
Response time: Usually within a few minutes during business hours
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