Appointment IDs and Rescheduling

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How does Appointment Rescheduling Impact Running Automations? Location, Date, or Time Changes Other Appointment Modifications Notification of Appointment Changes Appointment Automation Delivery upon Appointment Rescheduling Rescheduling FAQs

Changes to an existing appointment in your EMR can happen for a multitude of reasons; the provider has overlapping appointments, a patient is unable to make it at a certain date or time, the Practice may be suddenly closed, etc. When a patient's existing appointment is modified in your EMR and changed to include a new date, time, provider, location, or Event type, that information flows into Artera (formerly WELL) through your integration.

How does Appointment Rescheduling impact Running Automations?

Appointment IDs allow Artera to understand what type of Appointment Automation(s) to trigger. When Artera receives a newly scheduled appointment from your EMR, Artera will send the patient the appropriate Appointment Automation(s). When a patient's existing appointment is modified or rescheduled in your EMR using the same Appointment ID, Artera has the ability to send Automations communicating the change based on a specific set of scenarios.

Location, Date, or Time Changes

Artera allows you to create Automations that trigger based on Location, Date, or Time changes when a patient’s existing appointment is modified in your EMR using the same Appointment ID. Click here to learn how to build an Automation to trigger based on Location, Date, or Time changes.

Other Appointment Modifications

All other modifications to an existing appointment using the same Appointment ID will not trigger a new Automation. Automations that were previously sent to a patient will not be re-sent. If a patient receives an Appointment Automation and that appointment is modified in your EMR using the same Appointment ID, the patient will not receive Automations that were previously sent. In order for a patient to receive a new Appointment Automation that includes the new appointment details, the appointment must be canceled in your EMR and scheduled with a new Appointment ID.

Use the truth tables below to understand when a new Appointment Automation will trigger based on a customer who is using Artera's Leading Appointment Automation Practices.

Notification of Appointment Changes

	Is the Appointment ID the same for the new appointment?	Will the patient be notified about the change(s)?
Appointment date, time, or location changes	Yes	Yes, if Automation(s) were created to trigger based on Location, Date, or Time changes
Appointment date, time, or location changes	No	Yes, if Automation(s) were created to trigger based on Appointment Creation
Appointment provider or Visit Method changes	Yes	No
Appointment provider or Visit Method changes	No	Yes, if Automation(s) were created to trigger based on Appointment Creation
Appointment is canceled in EMR, a new appointment is created	No	Yes, if Automation(s) were created to trigger based on Appointment Creation

Appointment Automation Delivery upon Appointment Rescheduling

	Is the Appointment ID the same for the new appointment?	Will the patient receive new Appointment Automation(s) with new appointment details?
Patient already received Instant Booking, 7D, 2D, and 1D Appointment Reminders for original appointment	Yes	No
Patient already received Instant Booking and 7D Appointment Reminder for the original appointment	Yes	Yes, if Automation(s) were created to trigger at 2D and 1D
Patient already received Instant Booking, 7D, and 2D Appointment Reminders for original appointment	Yes	Yes, if Automation(s) were created to trigger at 1D
Patient already received Instant Booking, 7D, 2D, and 1D Appointment Reminders for original appointment	No	Yes, the patient will receive new Automations with new appointment details
Original appointment is canceled in EMR and rescheduled, no prior Automation(s) sent to the patient for the original appointment	No	Yes, the patient will receive new Automations with new appointment details
Original appointment is canceled in EMR and rescheduled, patient received the Appointment Automation series for the original appointment	No	Yes, the patient will receive Automations with new appointment details

Rescheduling FAQs

What if my organization requires that we keep the same Appointment ID when rescheduling a patient's appointment?

In order for a patient to receive a new Appointment Automation that includes the new appointment details, the appointment must be canceled in your EMR and scheduled with a new Appointment ID.

However, some EMRs follow a leading practice of maintaining the same Appointment ID between the initial appointment and instances in which the appointment is rescheduled. To support the resending of Automations for appointments that have been rescheduled using the same Appointment ID, Artera can reset the appointment’s confirmation status and set the appointment status to Booked; in turn, allowing any Automations to re-trigger as necessary. If you are interested in this option for your Enterprise, please connect with your Customer Success Representative for additional information.

Will the information displayed in the tables above apply if my Enterprise does not follow Artera's Leading Appointment Automation Practices?

Yes, the information applies regardless of the sequence of Appointment Automations used by your Enterprise.

Will Automations based on Location, Date, or Time changes be triggered as soon as this information is modified for an appointment in our EMR?

Similar to other Automations, an Automation built to trigger based on Location, Date, or Time changes will deliver to patients based on the Send Rules of that Automation.

reschedules rescheduling automation already sent

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