When a client requests an appointment online and I accidentally accept or decline it and then undo it, the "undo" email is confusing because clients don't realize the appointment is still unconfirmed and they need to wait for a follow-up.
Undo notification confusion. They drove 45 minutes :(
Hello ______
It looks like Lisa Branton made a mistake by declining
your IN OFFICE - session - BCBS appointment on
09/24/2022 02:00 PM - 03:00 PM
The appointment has been sent for confirmation again.
(They either don't realize they need to keep scrolling or in this case client thought it was waiting on her to confirm.)
Hi Tiffany,
Thank you for your kindness today despite a frustrating experience. I can see how this was misleading and confusing. Sometimes I have wanted to find an alternative opening if possible, I undo a decline and look again at the schedule. I remember wanting to find another opening for _______ and taking an extra look. It looks like it tells you the appointment was sent again for confirmation. Would it help to say it more clearly? Something like at the top (first thing), "This appointment remains unconfirmed until you receive a confirmation email from your therapist." Or would another way be more helpful? I'll forward your feedback to the developers.
Warmly,
Lisa L. Branton, LMSW
www.brantoncounselors.com
Tiffany ______
Sun, Sep 25, 2:07 PM (4 days ago)
to me
Lisa, I do like your alternate wording. I read it as the appointment was being sent to me for confirmation, not to you.
_______ will keep the October 1st appointment and we will see you then.
