Healthcare / Free editable template

Appointment scheduling and no-show workflow template

An appointment workflow helps reception and clinic teams handle bookings the same way, including when a patient does not turn up. This example runs from the booking request through confirmation and a reminder text to cancellations, attendance and a DNA route that rebooks first-time misses and passes repeat misses to a clinician.

This is a planning example for process improvement, not clinical guidance. Follow your organisation's policies and clinical protocols.

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Appointment scheduling and no-show workflow example showing booking, confirmation and reminder steps, cancellation route that refills the slot, dna route with rebook or discharge
Everything in this example is editable. Replace the labels, move the shapes and adapt the layout to your work.

How to use this template

  1. Set your reminder timing

    Change the reminder step to match your system, for example a text three days and one day before. Make it easy for patients to cancel from the reminder, because a released slot can go to someone on the list.

  2. Agree the DNA policy

    Replace the first-missed-appointment check with your organisation's DNA policy and who decides on discharge. Writing it down helps reception apply it the same way for every patient.

  3. Track what changes

    Use the measures panel to track the DNA rate and how many released slots are refilled. Looking at both shows whether reminders reduce wasted slots or just move them.

Questions about this template

Can I change what happens after a second DNA?

Yes. Edit the DNA branch so it rebooks, contacts the patient or discharges them back to the referrer, following your own access policy.

Do I need an account to use it?

No. Open the template and edit it in your browser. Your work saves on this device. An account is optional if you want to sync your workspace.

Can I export the finished diagram?

Yes. Use Export in the editor to save a PNG, SVG or PDF, or download an editable .epicdraw backup.

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