Case 308 · Health booking: moved due to an emergency
A complete health booking case: the dentist had an emergency and her checkup had to move. A sample walkthrough, generated from Atenty's case registry.
The policy that ruled this case: Sonríe's policy: if the clinic moves an appointment, it gives notice as early as possible and the patient picks first among the week's slots.
Day 0 · 9:15 AM (appt: tomorrow 10 AM)
Atenty gives notice the day before
The notice arrives with the reason and the options already thought out — not with a “call to reschedule”.
AtentyMarta, this is Atenty from Sonríe. Your case is number 308: tomorrow the doctor covers an emergency and your 10 AM checkup has to move, I'm sorry
you pick first: tomorrow 4 PM, or Thursday 9:30 AM with the same doctor
Thursday 9:30 works for me
Wednesday · 6:00 PM
The reminder beforehand
In healthcare, the reminder is part of the care: the moved appointment is confirmed the day before.
Atentyhi Marta! tomorrow 9:30 your checkup, confirmed 🛡
Thursday · 10:20 AM
The checkup is done — confirmation
The patient left the office: her word closes it.
Atentyhow did today's checkup go?
Thursday · 10:44 AM
She confirms — and the case closes
The moved appointment left no mark: it left a cared-for patient.
everything perfect, thanks for the notice and the follow-up
Atentycase 308 closed with your confirmation ✓ 🛡
🛡 Case 308 · Closed with the customer’s confirmation ✓
The lesson of case 308
In healthcare the appointment IS the product: moving it well — early notice, first pick, reminder — is caring twice.