Although Healthengine gives customer's the ability to manage their own appointments, stores can also manage this in the event that a customer doesn't show up or need to reschedule.
Page Contents
- Where to View Customer Bookings
- Marking a Customer that has Attended their Appointment
- How to Reschedule a Booking
- How to Book a New Appointment for an Existing Customer
- How to Cancel a Booking
Where to View Customer Bookings
To view a customer's booking details, you can access this in either two sections of your Practice Admin; the Calendar feature under 'Appointments setup' or the 'Bookings' tab.
Customer Bookings in Calendar
To view a customer's booking in 'Calendar', navigate to the date of the booked appointment in your Calendar and click on the schedule with the appointment in it.
Top Tip: You can hover over a booking in the Calendar view to see the patient's name.
From here, a pop-up box will appear with a more detailed view of your appointment slots.
To view a customer's booking details, click on the person icon in line with that booking as seen below and a new pop-up will appear.
Customer Bookings in Bookings Page
To view a customer's booking in 'Bookings', navigate to this section in your Practice Admin then select 'Bookings'. Select the customer's name to see the same pop-up of customer information
Marking a Customer that has Attended their Appointment
To mark a customer as having attended their appointment, open the customer's details and simply tick the 'Attended' box underneath Appointment Status as seen below:
This will then give you the option to supply customer's with a Certificate of Attendance, which you can read more about in our Help Centre article, How to Download a Certificate of Attendance.
The appointment slot in your Calendar will also change to green with a tick once done.
Top Tip: If you need to, you can reverse this at any time by going back to the booking details and unchecking the attended box as seen above.
How to Reschedule a Booking
To reschedule a customer's booking in either 'Calendar' or the 'Bookings' feature, navigate to your preferred section and locate the customer's appointment slot.
In 'Calendar', there are 3 vertical dots beside a customer's appointment slot as seen below - click this to open a list of options on how to manage this customer's bookings.
When you select 'Reschedule Booking', a pop-up will appear with new options to reschedule. This defaults to the original booking date and details, and you'll only be able to reschedule to a new date, or consultation room with a schedule for that service. If you'd like to reschedule someone in for a different service, read how to do this below.
Once you have selected the new details of this customer's appointment, click the 'Reschedule current appointment' button to complete the reschedule.
You will then see a confirmation message advising the new booking details and that an email has been sent to the patient.
In the 'Bookings' feature, open the customer's details and select the 3 vertical dots under 'Appointment details' - from here, select the 'Re-schedule' button as seen below:
This will display the same re-scheduling pop-up as seen in 'Calendar' for you to fill out. After, when you navigate back to the 'Bookings' feature, the customer's appointment will be rescheduled to the new time in the list.
Please Note: The original appointment has been marked with a red cancelled flag and cancellation reason as rescheduled if you go into the expanded booking details.
How to Book a New Appointment for an Existing Customer
Booking a new appointment for an existing customer is made easy with our rebook functionality; this allows stores to quickly book appointments without having to input patient details.
Rebooking via the Bookings Feature
This is the quickest way to rebook an appointment for an existing customer.
In the 'Bookings' feature, select 'Apply filters' and then select 'All time' before you do a patient name search. Click 'Apply filters' to complete the search.
From there, find the correct customer file then click the 3 vertical dots and select 'Book new appointment for patient'.
Top Tip: If the customer has more than one file, we recommend confirming which file has the correct contact details before using those details to book.
This will display the same re-scheduling pop-up as seen in 'Calendar' for you to fill out. Here, however, you have the option of selecting a different service to book into. Once you have selected the details of the new appointment, click the 'Create new appointment' button to complete the booking.
A confirmation message will appear advising of the new booking details and that an email has been sent to the customer.
Rebooking via Calendar
This is the recommended way to rebook where the customer has just attended their appointment and wish to book a follow-up or an appointment for a new service.
In 'Calendar' select the schedule with the patient appointment in it, then click the 3 vertical dots in the booked appointment slot. From here, select 'Book new appointment for patient'.
This will display the same re-scheduling pop-up as seen in 'Calendar' for you to fill out. Here, however, you have the option of selecting a different service to book into. Once you have selected the details of the new appointment, click the 'Create new appointment' button to complete the booking.
A confirmation message will appear advising of the new booking details and that an email has been sent to the customer.
How to Cancel a Booking
To cancel a customer's booking, select the 3 vertical dots in either 'Calendar' or 'Bookings' to open the list of options on how to manage this customer's bookings. From here, select 'Cancel Booking'.
You'll be asked to confirm this cancellation as which point, you simply need to select 'Cancel appointment' to confirm.
In the 'Bookings' feature, the red cancelled flag will appear beside the customer's booking and in 'Calendar' you'll see that the appointment has been republished for another patient to book.
Please Note: All customers are alerted to appointment cancellations via email at the time of the cancellation.
If you experience any issues, need assistance with making changes, or would like to book in some time for a training session, please reach out to our friendly Healthengine Support Team via phone, live chat or email support@healthengine.com.au or corporate@healthengine.com.au.
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