Check-Ins FAQs Follow

This article answers the most commonly asked questions about our Check-Ins feature. To jump to a specific question, click the link below. Otherwise, you can scroll down to view all of the questions sequentially. 



What is Check-Ins?

Check-Ins reduces stress on your front desk by allowing your patients to self check-in for their appointment and see their live place in queue while they wait for their appointment. 

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How does it work?

Check-Ins works in three simple steps:

Step 1. Message

An SMS or app notification is sent to the patient about 15 minutes before their scheduled appointment time.



Step 2. Self check-in

The patient taps the link in the SMS or taps on the app notification to confirm their presence at the practice. This automatically updates the patient's arrival status in your Practice Management Software (PMS) to "Arrived". 



Step 3. Live place in queue

The patient receives confirmation that their check-in was successful and is directed to see their live place in queue for the doctor. 


If the patient doesn’t check in for their appointment within 30 minutes after their scheduled appointment time, they will see a message informing them that they’ve missed the window to self-check-in and to speak to reception instead.


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Who can use it?

Check-Ins is available to all practices integrated with Best Practice, Pracsoft, or Zedmed that have a Practice Efficiency Suite subscription. Simply navigate to Practice Admin > Bookings > Check-Ins to activate it today!

If you are subscribed to Practice Efficiency Suite Essentials and would like to have Check-Ins, simply talk to your Customer Success Manager about upgrading to our Practice Efficiency Suite bundle. 

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Is it private and secure? 

Check-Ins is easy, private and secure. No personal health information is shared on Check-Ins. We simply use a PMS integration to determine when to send patients their self-check-in message and to calculate their live place in queue. 

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What if I only want check-ins and not place in queue? 

We have created preferences for Check-Ins so that you can choose whether you would like to have just the check-in feature or just the place in queue feature - it's up to you. Simply switch off either feature in the 'Preferences' page under Practice Admin > Bookings > Check-Ins as you prefer. 

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Can patients still check-in at the front desk?

Yes, if a patient still prefers to check-in at the front desk, they will be able to do so. The front desk staff can continue to check patients in the normal way by manually updating their arrival status in the appointment book. If place-in-queue is enabled, the patient will then receive their place-in-queue message after being manually checked in, as usual.

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What if a new patient receives the check-in message?

The post-check-in screen displays a message that prompts new patients to speak to the front desk staff about filling in their new patient form if they haven't already done so before their appointment.


This means that any new patients will still be able to complete the self check-in without missing the vital step of filling in their new patient form. 

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Do you send check-in messages for telehealth appointments?

If you are using HealthEngine's Telehealth solution, check-in messages are not sent to patients who have booked one of our Telehealth appointment types because the Telehealth solution has its own built-in self-check-in and virtual waiting room experiences.

However, if you are not using HealthEngine's Telehealth solution, patients booking a telehealth appointment will still receive a check-in message. 

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