The No-show prevention automation (turned on by the owner or an admin in Settings → Automations) calculates a risk score of 0–100 for each patient from their history at your practice – based on fixed rules, without artificial intelligence:

  • no-show (attendance “No-show”) in the last N months (default 6): 30 points, at most 60,
  • late cancellation (cancelled less than N hours ahead, default 24): 15 points, at most 30,
  • a no-show in the last 30 days: +10,
  • new patient (never attended yet): +10.

The score with an explanation (“2× no-show in 6 months”) is shown on the patient record and in the appointment panel (from elevated risk). Reception, the owner and admins see it, therapists only for patients they have an appointment with; accountants do not. With the automation off the score is neither calculated nor shown.

Attendance confirmation

For appointments of patients with a score from the set threshold (default 30) the practice sends an e-mail or text message in advance (default 48 h, at the latest 2 h before the start) with a link where the patient confirms with one click or says they cannot come. The Attendance confirmations screen shows the replies; the number in the menu = unconfirmed appointments within 24 hours and declined appointments. Record a phone reply with Confirmed by phone / Not coming. The appointment is never cancelled automatically – you decide (a cancelled appointment can be offered from the waiting list). A moved appointment gets a new request.

Deposit for online bookings

When both the phone and the e-mail of an online booking match a patient record with a score from the deposit threshold (default 60), the booking requires a deposit (default CZK 300, at most the service price) by card or QR transfer according to Online payments. The patient sees neither the score nor the reason – just a deposit like other deposits of the practice. Reception sees in the booking detail that the deposit was requested based on history. A new person or a different contact does not get a risk-based deposit.

No-show fee

With Charge a no-show fee on, recording a no-show schedules the fee from Online payments – only for a patient who saved a card when booking and agreed to the cancellation terms. It is charged after the set delay (default 24 h) at most once per attendance; until then reception can waive it in the appointment panel, stating a reason. A fee already charged can be refunded by the owner or an admin in the payment detail.

Waivers and information for patients

Reception can waive the deposit on the patient record (with a reason, optionally until a date) and waive the fee in the appointment panel. Every waiver is recorded in the audit log. This is profiling without legal effects without human involvement – after turning it on, publish a new version of the privacy notice in Settings → GDPR (a no-show prevention paragraph is added). The booking page informs patients automatically.