Separate the appointment outcomes
Use the session reference and the practitioner's recorded attendance status. A booking, cancellation and completed visit should not all count as use. Missing confirmation remains a question for the practice rather than an assumed session.
Apply the supplied package decision
Compare the changed appointment with the actual terms and the practice's recorded decision. Keep a replacement linked to its original. If there is a disputed fee or entitlement, prepare the facts for a person to resolve instead of silently changing the balance.
Prepare a clear balance explanation
Show the starting entitlement, confirmed uses and any adjustment actually completed. Keep clinical notes out of a routine balance response. If one item remains unresolved, explain that specific gap rather than present a final number with false certainty.
Work you can get help with
Illustrative scenario using sample information.
Separate the appointment outcomes
- What you provide
- Package reference, appointment IDs and confirmed outcomes.
- The useful result
- A visit list separating completed and unresolved entries.
- When the task is complete
- Staff check the actual status of each relevant session.
Apply the supplied package decision
- What you provide
- Package terms, rescheduling links and recorded decisions.
- The useful result
- A reconciliation of session use and disputed entries.
- When the task is complete
- The authorised person confirms how each change affects the package.
Prepare a clear balance explanation
- What you provide
- Checked session record and authorised adjustments.
- The useful result
- A client-facing balance draft with any open exception.
- When the task is complete
- The practice verifies the explanation and records the resolved balance.
Questions you may have
Does this apply to medical massage records?
The example only needs administrative references and statuses. Health information requires the practice's appropriate access and handling process.
How should a rescheduled appointment affect the package?
Link the replacement to its original appointment and use the actual package terms and the practice's recorded decision. Keep disputed fees or entitlement open for an authorised person to resolve.
Sources and further reading
- Appointments in Package
MyTime documentation shows remaining and used package credits, an example of a massage appointment, and a credit being released after cancellation in the described scenario.
How credits are used depends on MyTime settings and the appointment stage. UNKNOWN what rescheduling terms apply under a particular customer's agreement.
2026-11-04
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