Rescheduling, canceling, and no-shows

Visits are managed from Visits and from each visit workspace. Owners, admins and staff work from the operational visit list. Clinicians see a workspace scoped to their own patients and visits.

Use Visits (1) to open the visit list, and choose A visit (2) from the rows to open its workspace.

How do I reschedule a visit?

In the left sidebar, click Visits, then click the visit you want to move. On the visit workspace, select Edit visit to change the schedule.

1. Select Edit visit.
2. In Schedule, choose the new date and time.
3. Change the clinician, location, timezone or duration if needed.
4. If you clear Location, Ona leaves it blank instead of keeping the previous location.
5. If a reschedule-fee dialog opens, review the fee decision and select Reschedule.
6. If you changed the visit without moving its start time, save the other edits in Edit visit.

The visit is saved with the new schedule. If you also changed the Title or Mode, those changes are saved at the same time.

How do I change the visit duration while rescheduling?

On the visit workspace, click Edit visit on the visit you want to change. In Edit visit, duration is part of the same scheduling form as the date and time.

Use Edit visit (1) to open the dialog, and Schedule (3) to change the visit date, time and duration.

1. Select Edit visit.
2. In Schedule, change the duration.
3. Choose a new date or time if the length changes where the visit should fit.
4. If you clear Location, Ona leaves it blank instead of keeping the previous location.
5. If a reschedule-fee dialog opens, review the fee decision and select Reschedule.

The new length is saved with the visit schedule.

How do I cancel a visit?

In the left sidebar, click Visits, then click the visit you want to cancel. On the visit workspace, use the visit Status when a scheduled visit will not happen. Canceling may first ask whether to cancel just this visit or this visit and the later visits in the series too. It then opens a confirmation dialog that shows the late-cancellation fee and lets you choose whether to charge or waive it, then closes the visit for scheduling in Edit visit.

Use Status (1) to open the menu, then choose Cancelled (2). No-show (3) is the other status in the same menu.

1. Find the visit you want to cancel.
2. Open the visit's Status.
3. Choose Cancelled.
4. If Ona asks whether to cancel just this visit or the series after it too, choose the scope you want.
5. Review the confirmation dialog and choose whether to charge or waive the fee.

The visit status changes to Cancelled after you confirm. Edit visit no longer shows scheduling fields for that visit.

How do I mark a visit as a no-show?

In the left sidebar, click Visits, then click the missed visit. On the visit workspace, use the visit Status when the patient missed the visit and the visit should be marked as missed rather than canceled. Marking a visit as No-show may first ask whether to mark just this visit or this visit and the later visits in the series too. It opens the same confirmation dialog so you can review the fee and choose whether to charge or waive it.

1. Find the missed visit.
2. Open the visit's Status.
3. Choose No-show.
4. If Ona asks whether to mark just this visit or the series after it too, choose the scope you want.
5. Review the confirmation dialog and choose whether to charge or waive the fee.

Use Status (1) to open the menu, No-show (2) to mark the missed visit, and Cancelled (3) for the other visit status in the same menu.

The visit status changes to No-show after you confirm. Edit visit no longer shows scheduling fields for that visit.

What can't I do here?

In the left sidebar, click Visits, then click a visit when you need the visit workspace. Scheduling and status actions have these limits:

• You cannot change the schedule of a visit whose status is Cancelled or No-show from Edit visit.
• You cannot save Edit visit with a blank Title.
• The Title field is limited to 200 characters.
• Clinicians see only the patients and visits available in their clinician workspace.
• Canceling a visit or marking it as No-show may first ask whether you want to act on just this visit or the series after it, and then uses a confirmation dialog for the late-cancellation or no-show fee.
• Moving a visit inside the clinic's reschedule window uses a confirmation dialog for the reschedule fee.

Common questions

Can I change the clinician or location when I reschedule?

Yes. In Edit visit, you can update the visit's clinician, location, timezone and duration while moving the visit.

Is the patient charged when I reschedule?

Only if the clinic charges a reschedule fee (Settings → Billing → Cancellation Fees) and the visit is moved with less notice than the reschedule window. If the visit's start time changes and the fee dialog opens, review the fee decision and select Reschedule. Turn it off when the practice is the one moving the visit. Changing only the clinician, location or duration is not a reschedule, so nothing is charged. Patients who move their own visit in the portal or through the AI receptionist are charged automatically and see the fee before they confirm.

Why is the schedule section missing in Edit visit?

The visit is closed for scheduling if its status is Cancelled or No-show. Edit visit shows that the schedule can't be changed.

Is canceling the same as marking a no-show?

No. Use Cancelled when the visit will not happen. Use No-show when the patient missed the scheduled visit. If Ona asks whether you mean just this visit or the series after it too, that only changes which visits the action applies to.

Can clinicians reschedule visits?

Yes, for visits they can access. Clinicians work from a workspace scoped to their own patients and visits.

Can I change the visit title while rescheduling?

Yes. Edit visit lets you update the Title and schedule in the same save.

Where do I create a new appointment instead?

Use the booking flow when you need a new visit rather than changing an existing one. See Booking an appointment for a patient.