Breaking Appointments

When patients don't show up for their appointment, or cancel with short notice, you can break the appointment. There are several ways to break an appointment: right click on the appointment, use the Break action button, or manually change the appointment status. This page describes each method.

Note:

We recommend handling broken appointments before the end of day. Send them to the unscheduled list, reschedule them, or delete them. Otherwise incomplete appointments may get left on the appointment schedule.

Right Click to Break

  1. In the Appointments Module schedule, right click on the appointment, then select Break Appointment.
  2. If a procedure will be added to the chart, more right click options will show. Select the desired procedure and appointment option.
    • Missed - Send to Unscheduled List: Add procedure D9986 to the patient's chart and send the appointment to the Unscheduled List.
    • Missed - Copy to Pinboard: Add procedure D9986 to the patient's chart and copy the appointment to the pinboard for rescheduling.
    • Missed - Leave on Appt Book: Add procedure D9986 to the patient's chart, but leave the procedure on the appointment schedule (until you can contact patient).
    • Cancelled - Send to Unscheduled List: Add procedure D9987 to the patient's chart and send the appointment to the Unscheduled List.
    • Cancelled - Copy to Pinboard: Add procedure D9987 to the patient's chart and copy the appointment to the pinboard for rescheduling.
    • Cancelled - Leave on Appt Book: Add procedure D9987 to the patient's chart, but leave the procedure on the appointment schedule (until you can contact patient).

    The Broken Appointment Procedure window will open.

    Enter procedure information, then click OK to proceed. The Amount is based on the fee entered for the procedure code.

  3. If an adjustment should be added to the account, the Edit Adjustment Window will open. Enter adjustment details, then click OK to proceed.
  4. If a commlog should be entered, the commlog window will open. Enter the commlog, then click OK to proceed.
  5. Follow office policy for appointments sent to the Unscheduled List, to the pinboard, or left on the appointment schedule.

Break Button

  1. In the Appointments module schedule, highlight the appointment, then click the Break button on the right.
  2. If a procedure will be added to the chart, a Broken Appt Options window opens.

    Broken Procedure Type: If allowed to choose the procedure type, click the radio button to select. Or the procedure type may be selected already.

    • Missed = D9986
    • Cancelled = D9987

    Select how to handle the appointment:

    • Send to the Unscheduled List.
    • Copy to Pinboard to reschedule.
    • Leave on Appt Book.

    The Broken Appointment Procedure window will open. Enter procedure information then click OK to proceed.

    Note: To cancel out of breaking the appointment, click Cancel

  3. If an adjustment should be added to the account, the Edit Adjustment window will open. Enter adjustment details, then click OK to proceed.
  4. If a commlog should be entered, the Commlog window will open. Enter the commlog, then click OK to proceed.
  5. Follow office policy for appointments sent to the Unscheduled List, to the pinboard, or left on the appointment schedule.

Manually Change Appointment Status

  1. Open the Edit Appointment Window, then manually change the Status to Broken.
  2. If a procedure will be added to the chart, The Broken Appts Options window opens (see above). Select the procedure type, select how to handle the appointment, and enter procedure information.
  3. Close the Edit Appointment window.
  4. If an adjustment should be added to the account, the Edit Adjustment window will open. Enter adjustment details, then click OK to proceed.
  5. If a commlog should be entered, the Commlog window will open. Enter the commlog, then click OK to proceed.
  6. Follow office policy for appointments sent to the Unscheduled List, to the pinboard, or left on the appointment schedule.

Troubleshooting

There have been several changes to broken appointments in previous versions. Below is a synopsis to help with troubleshooting.

Problem: I don't want to use D9986 or D9987 for broken appointments. How do I disable this feature?

Answer: In Appointment Module Preferences, select 'None' for Broken Appointment Procedure Type.

For a short period of time, historical adjustments of $0 were removed when you updated and had the D9986 code in your procedure code list. To retrieve them, contact Open Dental's conversion department.

I don't have D9986 or D9987 in my Procedure Codes list. Why?

If you are in the United States, update to the most recent ADA codes. If you are a foreign customer, you must manually create them for the Broken Appointment functionality to work.