Rescheduling or cancelling an appointment

Rescheduling or cancelling an appointment in Australia

Rescheduling or cancelling an appointment with Abby Health takes under a minute in the app. Go to Appointments, select your booking, and tap Reschedule or Cancel. To avoid losing your spot and to keep your account in good standing, cancellations should be made at least one hour before your scheduled time.

How to reschedule your appointment

Life changes quickly, and Abby Health is designed to give you full control over your bookings. Here is how to reschedule:

1. Open the Abby Health app.
2. Tap Appointments in the main menu.
3. Select the appointment you want to move.
4. Tap Reschedule and choose a new time that suits you.
5. Confirm the change — you will receive an updated reminder.

Abby Health has more than 300 clinicians available 7 days a week, so finding another time is straightforward in most cases. Evening and weekend slots are also available — see after-hours and weekend telehealth for availability details.

How to cancel your appointment

To cancel rather than reschedule:

1. Open the Abby Health app.
2. Tap Appointments.
3. Select the appointment you want to cancel.
4. Tap Cancel and follow the on-screen confirmation steps.

Cancellations must be made at least one hour before your scheduled appointment time. Cancellations made within the hour are recorded as late cancellations.

What is the cancellation policy?

Abby Health's cancellation policy exists to keep clinician time available for patients who need it. Here is how the policy works:

• Cancellation with more than 1 hour notice: No impact to your account. Your spot is released for another patient.
• Late cancellation (less than 1 hour before): Recorded on your account. Multiple late cancellations may result in limited access to certain appointment types.
• No-show (appointment time passes without joining or cancelling): Recorded on your account. More than 3 no-shows may result in restrictions to your booking access.

If you missed an appointment unexpectedly — because of an emergency, technical difficulty, or another genuine reason — contact the Abby Health support team. See how to contact Abby support.

What if I missed my appointment without cancelling?

Missing an appointment happens. If you did not cancel in time and your appointment has passed, the booking will be recorded as a no-show. You can rebook at any time through the app. For a more detailed explanation of what happens when you miss an appointment, see what happens if you miss your telehealth appointment.

If the reason you missed the appointment was a technical issue, read what to do if you have a technical issue during your appointment — our support team can review the circumstances.

Can I reschedule with the same clinician?

Where possible, yes. When rescheduling, you can choose to see the same clinician again if they have availability. This continuity is something Abby Health actively supports — 3 in 4 patients see the same clinician for follow-up consultations (Abby Health internal data, Q1 2026).

For more on how ongoing care works at Abby, see how Abby remembers you — continuity of care. The RACGP describes this kind of ongoing relationship with one clinician as the foundation of high-quality general practice.

What's Abby's rescheduling policy if I'm sick?

If you wake up unwell on the morning of an appointment, the rescheduling rules above still apply, but the practical answer changes depending on what's happening. The Abby Health team understands that sometimes you simply cannot make a scheduled time, and rescheduling or cancelling an appointment because you are unwell is exactly what the policy is designed for. As a general guide:

• You feel too unwell to talk: Cancel through the app and rebook for a time later that day or the next morning. Abby has clinicians available 7 days a week, so a same-day slot is often available.
• Your symptoms have changed and may need urgent assessment: Do not wait for your scheduled appointment. If your symptoms are severe or worsening, call 000 or go to the nearest emergency department. For non-emergency advice, Healthdirect runs a 24-hour nurse helpline.
• Your symptoms are stable but you need more time: Reschedule for later the same day or the next available appointment that fits your energy levels.

If a genuine emergency caused you to miss the appointment without cancelling, contact the support team and we can review the no-show record.

How Abby can help

Abby Health is an online-first clinic available 7 days a week, with clinicians across all time slots. If you need to move or cancel an appointment, the process is simple and takes under a minute in the app. Abby appointments are bulk billed for eligible patients with a valid Medicare card. Book or manage your appointments at abbyhealth.app.