Managing No-Shows: Mark ‘Em and Move On
If a client with an appointment doesn’t show up to their appointment, you can still move them through the HQ system by marking the appointment as a no-show. This information will then show up in the client’s record.
No Show S/N, Basic Wellness, and Recheck Appointments
- From Clients > Checkout, click the ns tick box.
- Click the no show and delete button. This will no-show the appointment.
No-showing an appointment- You can also ‘no show’ from E-Lobby.
Undoing a No-Show
If you mark an appointment as a no-show by mistake, you can revert that action in the action tab in Search Client/Animal > Client Profile > Appointment tab.
Reverting a no-showNo Showing an appointment with a Deposit
If an appointment has a payment already applied to it in the form of a deposit or direct payment, you will see a blue information symbol on the column for NS and Delete.
It is a common misconception that when a client cancels or no shows that services must be edited (removed or zeroed out.) Staff should NOT change the services listed in the appointment or decline a surgery. Please go straight to the deposit and repurpose without changing services or prices.
- You will need to go to the Deposits Management screen under Client Management before marking the animal as a no show. Here: https://clinichq.com/app#/clients/deposits
- Click Action next to the correct appointment. Repurpose the deposit or refund the client. (For most clinics, when a client no-shows their deposit is forfeited and becomes repurposed as a donation.)
- Then, come back to the checkout screen and you will be able to check the box and mark the animal as a no show
Note: If appointments have deposits on them, you will need to remove the deposit before you are able to No Show it. Most clinics have a non-refundable deposit policy if the client no-shows. From Deposits, click Action and indicate that the deposit is converted to a donation. Choose the appropriate donation pot to put the funds in.
