Express Care Requests - The Patient Journey Follow

Healthengine's Express Care product offers a flexible solution to help accelerate the process of patients booking an appointment for a medical certificate, repeat script or repeat referral, and instead allows for the process to be done online and free up time for your practitioners to see more patients. Patients can get to the Express Care request form either via your website and a link to your Healthengine profile, or from your Healthengine profile directly with the click of a button.


From your Healthengine profile

When your practice activates and onboards to Healthengine's Express Care product, a button is automatically created and placed on your practice profile under "Online Health Request"


The patient is then required to click the button to proceed.


From your practice website

Healthengine supports practices' adding the link to the Online Health Servuce request form on their website.


To set this up, refer to this article.


The Express Care Request Form

Once a patient has clicked the "Online Health Service Requests" button, they are presented options for services depending on what your practice has configured.



Clicking any of these options then shows the patient the practice's policy around that service type. You can use the provided template from within the Preferences page of relevant product preferences page in Practice Admin, or you can create your own.


Patients are then presented with the relevant product information page, which shows the patient the price of the service. This is also configurable in the Preferences section of Practice Admin, and can be different depending on the urgency. Patients are also told the relevant expiry time frame and cost for their request



The patient is then shown the questionnaire page that has the relevant questions for the service, and the answers the patient selects are recorded against their request for the approving practitioner to see. Patients can choose if there is a specific practitioner they want to see, or if they don't have a preference they can select "Any Practitioner".



If a patient selects an answer which deems them unsuitable for an Express Care request from the online form, they are presented with a rejection page, and are told to book an appointment with your practice instead.



If deemed eligible, patients are then asked to fill in their personal and contact details.



Once completed, patients then enter their payment details. The details are collected upfront and stored against the request. If the request is rejected, the patient isn't charged and their payment details are deleted. If successful, the patient is charged and then sent a medical certificate to their nominated email address. If the request type is script or referral, the patient receives a confirmation email of their approved request. A payment receipt is then sent separately.



If successful, the patient sees a success page.


Approved Medical Certificate

If a patient has their Online Medical Certificate approved, they will receive two emails; their medical certificate PDF in one email, and their receipt for the payment in the other.



The Medical Certificate contains both your practice and the approving practitioner details, as well as a Medical Certificate ID in case you need to refer to the ID later.



Approved Script or Referral

If a patient has their script or referral approved, they will receive two emails; their confirmation in one email detailing how the practice will contact them, and their receipt for the payment in the other.

Rejected request

If a patient's request is not fulfilled, the patient is sent a rejection email with the reason their request was denied. The patient is prompted to then make an appointment instead.


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