A lead booked a consult but wants to switch doctors. How do I rebook?

Before canceling anything, confirm the lead's preferred doctor and look up available slots in Calendars. You want to have a time to offer them before you cancel their existing appointment — don't leave them in a gap without a confirmed new time.

Go to Calendars and locate the lead's current appointment. Click into it and select Cancel. This frees the original slot for other patients and sends a cancellation confirmation to the lead. Do not skip this step — leaving a ghost appointment on the original doctor's calendar creates confusion at the front desk.

In Calendars, select the calendar that corresponds to the new doctor (if your practice uses doctor-specific calendars) or the general consultation calendar. Pick the time you already identified and confirm the booking. The lead will receive a new confirmation with the correct doctor and appointment details.

In the contact record, log the change: "Switched from Dr. [A] to Dr. [B] at patient's request. Reason: [if they shared one]." This helps the team understand any future requests and gives the doctor context if the patient has a strong preference for a specific approach or technique.