Home User Manual Discussion Forum Search

Breaking Appointments

Appointments can be broken when patients no show or cancel with short notice. There are several ways to break an appointment. Each method is described below. The options and windows may vary depending on which preferences you have set up.

Broken appointment behavior is determined by preferences set for 'Broken Appointment Automation' in Appointment Module Preferences. Options include:

  • Only change the status of the appointment and X it out on the schedule.
  • Prompt user to add a procedure (D9987 or D9986) to the patient's chart and select how the appointment should be handled (left on schedule, sent to Pinboard, sent to Unscheduled List).
  • Prompt user to add a commlog.
  • Prompt user to add an adjustment.

Right Click to Break

  1. In the Appointment schedule, right click on the appointment, then select Break Appointment.

  1. 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.

  1. If an adjustment should be added to the account, the Edit Adjustment window will open. Enter adjustment details, then click OK to proceed.
  2. If a commlog should be entered, the Commlog window will open. Enter the commlog, then click OK to proceed.
  3. 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, highlight the appointment, then click the Break button on the right.
  2. If a procedure will be added to the chart, a window opens with more options.


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:

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.

  1. If an adjustment should be added to the account, the Edit Adjustment window will open. Enter adjustment details, then click OK to proceed.
  2. If a commlog should be entered, the Commlog window will open. Enter the commlog, then click OK to proceed.
  3. 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, a window opens with more options.

    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:

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

  3. Click OK on the Edit Appointment window to close.
  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.

Hints

  • To trigger other automated actions. See Automation.
  • To generate a report of broken appointments, see Broken Appointment Report.
  • To view a graphic report about broken appointments, see Broken Appointment Graphic Report.
  • Text color of broken appointment procedures in the Account module can be customized Definitions, Account Colors.
  • 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.

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.

 

Open Dental Software 1-503-363-5432