Managing Existing Patient Bookings Follow

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.

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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 of your 'Manage availability' or the 'Bookings' tab. 

Customer Bookings in Manage Availability

To view a customer's booking in 'Manage availability', navigate to the date of the booked appointment in your Calendar and click on the schedule with the appointment in it. 

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From here, a pop-up box will appear with a more detailed view of your appointment slots.

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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.

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Customer Bookings in Bookings Feature

To view a customer's booking in 'Bookings', navigate to this section in your Practice Admin then select 'Online Bookings'. Select the customer's name to see the same pop-up of customer information

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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:

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This will then give you the option to supply customer's with a Certificate of Attendence, 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.

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Please Note: 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 'Manage availability' or the 'Bookings' feature, navigate to your preferred section and locate the customer's appointment slot.

In 'Manage Availability', 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. 

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When you select 'Reschedule Booking', a pop-up will appear with new options to reschedule. This defaults to the original booking date and details, however, you can reschedule to a new date, another consultation room or for a different appointment type altogether.

Once you have selected the new details of this customer's appointment, click the 'Reschedule current appointment' button to complete the reschedule. 

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You will then see a confirmation message advising the new booking details and that an email has been sent to the patient.

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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:  

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This will display the same re-scheduling pop-up as seen in 'Manage Availability' 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.

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How to Cancel a Booking

To cancel a customer's booking, select the 3 vertical dots in either 'Manage Availability' or 'Bookings' to open the list of options on how to manage this customer's bookings. From here, select 'Cancel Booking'

 

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You'll be asked to confirm this cancellation as which point, you simply need to select 'Cancel appointment' to confirm.

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In the 'Bookings' feature, the red cancelled flag will appear beside the customer's booking and in 'Manage availability' you'll see that the appointment has been republished for another patient to book.

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Please Note: All customers are alerted to appointment cancellations via email at the time of the cancellation.

 

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 Calendar

This is the quickest way to rebook a customer's appointment and will suit situations where the patient has just attended their appointment and wish to book a follow-up.

In 'Manage availability' 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'.

 

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This will display the same re-scheduling pop-up as seen in 'Manage Availability' for you to fill out. Once you have selected the details of the new appointment, click the 'Create new appointment' button to complete the booking. 

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A confirmation message will appear advising of the new booking details and that an email has been sent to the customer.

 

If you experience any issues or need assistance, reach out to our friendly Healthengine Pharmacy Team via phone, chat or email corporate@healthengine.com.au 

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