Run Cancellation Fill

Who this page is for: reception staff and practice managers working a cancelled slot between ordinary front-desk tasks.

Refera never auto-sends or independently contacts a patient. It prepares generic appointment copy for staff to approve and use through the practice’s normal channel.

In a live practice, the page is read-only until Refera has sealed the practice’s dedicated privacy, legal and operational approval for this workflow. A visible notice explains the hold and every opening, offer and participation write is disabled. Existing records remain available to authorised staff for review.

Set up path A - bring an existing list

Use this path when the practice already keeps a cancellation list.

1. Open Settings > Cancellation Fill.
2. Download the CSV template or choose manual entry.
3. For each row, link an existing Refera referral ID and record the contact route, contact basis, stated availability, opt-in time and opt-in method.
4. Preview the import. Invalid rows cannot be confirmed.
5. A signed-in staff member confirms each valid row individually. The server records that authenticated identity. Choosing a file alone never enrols anyone.
6. Import. No message is sent.

The importer accepts up to 200 records at once. Rows save individually, so if an import stops, the screen reports exactly how many were saved before the failed row.

Set up path B - build it while processing the Inbox

Use this path when the practice has an unprocessed referral pile rather than a mature list.

1. Work the Refera Inbox in its existing arrival order.
2. The practice makes its scheduling-readiness decision outside Refera.
3. A named staff member opens the setup worklist and chooses Ready for that referral.
4. They record the decision time, contact route and contact basis, then attest the decision.
5. The record enters Ready to book at its original referral arrival position.

To use Earlier appointment instead, staff must also record that the person is already booked or in scheduling, capture a specific opt-in and record the stated availability. No referral enters either lane automatically.

Fill an opening in about 30 seconds

1. Open Cancellation Fill and choose a 20-minute review, 30-minute initial or custom slot preset.
2. Confirm the appointment time. Add an optional session-value estimate if the practice wants value reporting.
3. Choose Ready to book or Earlier appointment. The screen shows both counts but never merges the lists.
4. Read the first record’s readiness or opt-in evidence and contact basis.
5. Choose Prepare draft, then Approve draft + copy.
6. Send or call through the practice’s normal system. Refera does not perform this step.
7. Choose I sent it - mark offered. One active offer and its expiry timer are now visible.
8. Record accepted, declined, skipped or expired.
9. If accepted, make the booking in the practice system. Then choose Appointment booked - mark filled.

The visible actions are at least 44 pixels high for touch, and the same workflow is contained at 768, 390 and 320 pixels. An opening inside 24 hours is highlighted in the opening list and the metric links directly to the active-opening filter. It does not create an email, browser or patient notification.

Withdraw or correct participation

Open Settings > Cancellation Fill, load the referral ID and choose Withdrawn. A withdrawal removes contact details from Cancellation Fill eligibility and ends an active offer. It does not delete or rewrite the underlying referral record.

For a correction, load the current version, update the administrative evidence and save. If another tab changed it first, Refera refuses the stale write and asks staff to refresh.

Read the measures

• Openings recorded: every slot staff created.
• Booked / filled: only slots explicitly marked filled after booking.
• Fill rate: filled openings divided by openings recorded.
• Time to fill: from opening creation to the staff mark-filled event.
• Estimated session value protected: practice-entered estimates on filled slots only.

The estimate is not revenue recovered and is not an ROI guarantee. Compare it with actual practice reports and invoices, not with an assumed subscription return.

Related

• Cancellation Fill - model and ordering rules.
• Cancellation Fill safety and consent - the legal and product-control context.
• Inbox updates and notifications - generic device notification limits.