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 office 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 through your integration.

How does Appointment Rescheduling impact Running Automations?

Appointment IDs allow Artera to understand what type of Appointment Automation(s) or Trigger(s) to send. When Artera receives a newly scheduled appointment from your EMR, Artera will send the patient the appropriate Appointment Automation(s) or Trigger(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 a message communicating the change based on a specific set of scenarios. 

Cancellation, Location, Date, or Time Changes

Artera allows you to create Automations that send based on location, date, or time changes when a patient’s existing appointment is modified in your EMR using the same Appointment ID. If your organization is using Triggers, you will also be able to create and send an Appointment Trigger when the appointment is cancelled in your EMR. Click here to learn how to build an Automation to send based on location, date, or time changes. Click here to learn how to build a Trigger to send based on a system status change of cancelled. 

Other Appointment Modifications

All other modifications to an existing appointment using the same Appointment ID will not send a new Automation or Trigger. Automations or Triggers that were previously sent to a patient will not be re-sent. If a patient receives an Appointment Automation or Trigger and that appointment is modified in your EMR using the same Appointment ID, the patient will not receive Automations or Triggers that were previously sent. In order for a patient to receive a new Appointment Automation or Trigger 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 or Trigger will send based on a customer who is using Artera's Leading Appointment Automation Practices.

Notification of Appointment Changes

Appointment Automation Delivery upon Appointment Rescheduling 

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.