Patient action links (confirm, cancel, reschedule, pay, forms)
What patients see when they tap a link in a message from your hospital, the five kinds of link, and what to tell a patient whose link doesn't work.
An action link is a web link inside a WhatsApp or email message from your hospital. The patient taps it and sees one simple page that does one thing: confirm an appointment, cancel it, move it, pay for it, or answer a short form. The patient does not need to log in. This page shows what the patient sees and what each message on that page means, so front-desk staff can help a patient whose link does not work.
Action links are sent by journeys. To add one to a journey message, see What patients receive: messages, action links and signing.
The five kinds of link
Link | The patient sees | What happens when they use it |
|---|---|---|
Confirm | Confirm your appointment, with the appointment details and Confirm appointment. | The appointment is confirmed. If it is an online-paid appointment that has not been paid yet, the patient is asked to pay first. |
Cancel | Cancel your appointment, an optional Reason box and Cancel appointment. The patient is asked "Cancel this appointment? This can't be undone here." and can choose Keep it. | The appointment is cancelled by the patient, under your normal cancellation and refund rules. |
Reschedule | Choose a new time, the current time ("Currently: ...") and open times grouped by day. The patient picks one and selects Move appointment. | The appointment moves to the new time with the same doctor, centre and service. |
Pay | Pay for your appointment and Continue to payment. | The patient is taken to the payment page for that appointment. |
Form | The form's name, its questions (required ones marked with an asterisk) and Submit. | The answers are saved, and a journey waiting for them can continue. |
Each page shows a short confirmation when it is done: Confirmed, Cancelled, Moved or Answers saved — Thank you.
A link is meant to be used once. If a patient needs to make another change, the journey sends a new message, or your staff make the change for the patient.
No screen for a patient's links
There is no screen in LeapHealthOS that lists the links sent to a patient or lets staff resend one. If a patient needs help, make the change for them from All Appointments or Payment.
When a link doesn't work
Use this table when a patient calls about a link. The left column is what the patient sees.
The patient sees | What it means | What to do |
|---|---|---|
Checking your link… | The page is loading. | Wait a few seconds. |
This link isn't valid | The page could not open the link, often because only part of it was copied. | Ask the patient to tap the link in the original message. Otherwise do the action for them. |
Couldn't load this link, with Try again | The page could not load, usually because of a network problem. | Ask the patient to tap Try again, or try again on a better connection. |
This link has expired. Please contact the clinic for a new one. | The link can no longer be used. | Do the action for the patient, or have the journey send a new message. |
This link is no longer valid | The link no longer applies, for example because the appointment was cancelled or changed. | Check the appointment in All Appointments. |
Already done / This payment link was already used / Already answered | The link has been used. | Check the appointment or payment. For a pay link, check whether the payment went through before sending a new payment link. |
Payment is pending. Please pay first using the payment link you received. | The patient tried to confirm an online-paid appointment that is not paid yet. | Ask the patient to pay with the payment link, then confirm again. |
No times are available right now. Please contact the clinic. | There are no open slots with that doctor in the period the page shows. | Reschedule for the patient from All Appointments. |
That time was just taken | Someone else booked the slot first. | The patient picks another time. |
Couldn't confirm / cancel / move it — nothing has changed | Your rules did not allow the change, for example the appointment is too close to cancel or has reached its reschedule limit. | Check the appointment and your settings; staff can make the change if appropriate. |
Payment wasn't started — nothing has been charged | The payment page could not be opened. | Send the patient the payment link again. |
Your answers weren't saved — please try again | Saving the form failed. | Ask the patient to submit again. |
There's nothing to answer here | The form has no questions the page can show. | Ask your administrator to check the form. |
Before you use action links
Ask your implementation team to confirm that action links are set up for your organisation before you add them to journey messages.
Good practice
- Say in the message what the link does, for example "Tap to confirm your appointment."
- Send a cancel link only if you are happy for patients to cancel without speaking to you. Your cancellation rules still apply.
- Pair a confirm link for an online-paid appointment with the payment link, so the patient can pay before confirming.
Related pages
- How patients interact with your hospital
- What patients receive: messages, action links and signing
- Rescheduling, cancellation and refunds
- Holds, payment at booking and approvals
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