How do patients cancel an appointment through the Patient Portal?
Patients should log into their Patient Portal and view their dashboard - they will only be able to cancel through Portal if they have a Portal account.
The dashboard will show the patient's current appointments.
To cancel, the patient will select the relevant appointment and click ‘Cancel’, then confirm ‘Cancel Appointment’ when prompted.
The appointment will be cancelled and will show in the patient’s ‘Appointments’ tab as ‘Cancelled online’.
The patient will receive confirmation and be prompted to rebook. If they click ‘Rebook now’, they will be taken to the normal booking workflow.
📝 Please note: You can set up a patient notification to be sent to your Dentally email address each time a patient cancels an appointment via the ‘Patient notifications’ menu on your Portal admin dashboard. Appointments can also still be cancelled manually through Dentally.
How can I enable/disable online cancellation through Dentally Portal?
Options can be set in your practice’s Portal admin dashboard. Here you can select whether patients are able to cancel appointments online.
If online cancellation is enabled, patients can’t cancel an appointment less than 48 hours before their appointment.
If a patient tries to cancel within 48 hours, or if online cancellation has been disabled, they will be prompted to contact the practice.
📝 Please note: If online cancellation is not enabled, patients will not see the option to cancel on Portal.