🖥️ Setting up your Slots
To start receiving registrations through Bookable, you need to add slots! There are two main slot types:
Face to Face - to be seen in the practice at a scheduled time
Telephone - to be phoned within a morning or afternoon session
Once set up, the Bookable site will show any slots within the next two weeks that have the "Healthtech1 Not Bookable F2F/TC" slot type.
💡 We will stop showing appointments on Bookable 3 working hours before the scheduled start time (working hours are considered as 08:00 - 18:00).
After this point, if a slot hasn't been booked, it's yours again! You'll need to change the slot types back to your preference manually.
Example 👇
If an appointment starts at 9:00am, we'll stop showing it at 4:00pm the previous day. This means you can comfortably take the slot back to use as on-the-day capacity to ensure an appointment never get wasted.
👥 Face to Face Appointments
Patients will book a precise appointment time. Once the appointment is booked and the patient has submitted their registration form, they will receive email and SMS confirmation.
The patient will also be sent an appointment reminder via email and SMS with the location of your practice and (on the email) Google Maps directions. It asks patients to arrive 10 minutes ahead of time.
💡 We have seen so far that patients generally prefer face to face appointments over telephone.
→ F2F appointments are 1.5x more likely to be booked ⚡️
📞 Telephone Appointments
Patients will book a telephone appointment in a morning or afternoon slot. The patient will not be given an exact time, so you will have the morning, or afternoon period to call them.
💡 Sometimes patients don't provide their phone number when filling out the main registration form. Don't worry - you can find their number and email address in the 'Appointment Notes' section.
🚩 It is also worth us flagging that patients not called by the practice within their allocated time slot tend to be a source of complaint.
⚠️ Please make sure to contact the patient, and make sure you send a follow-up message if there was no response from them!
📑 Admin Slots
We have admin slots to prevent medical appointments being misused, and to increase the number of registrations you are able to receive while minimising workload.
Admin slots are optional - you don't have to add them! If you do want to add admin slots, consider them as a standard online consultation you would receive. These are generally things like fit notes, medication requests, written advice and referral follow-ups.
💡 Please respond to patients on the day of the appointment slot. If the request might take longer, no worries - just let the patient know.
🚨 How do we reserve slots in your clinical system?
Patients who have booked an appointment, but are not yet registered will be temporarily put into the Bookable slot. This will show on your clinical system as:
"Pending registration - do not change - BLOGGS, Joseph (HT1Hold) abcxyz".
Once the patient has completed their registration form, we will rebook the slot with the registered patient. If the patient does not complete a registration form after booking the appointment, we will cancel the reservation and the slot will be made available on the site again (as long as it's more than 3 working hours before the appointment time).
💡 Super important: We need this slot to be available on your clinical system to confirm the booking once the patient has registered.
⚠️ Please do not change or move these held slots.
If you have any questions around a slot or the status of a patient please contact us at [email protected].
📋 How do we handle registrations through Bookable?
Our team actively monitors all registrations with a Bookable appointment. If we’re unable to automate a registration right away, our team will contact the patient to gain missing information and complete the registration or, if necessary, cancel the appointment.
If your patients get to the registration form first, please feel free to add the details and send it back to us for automation. However, you will not be able to 'ignore the registration' or cancel the appointment. If you do not want the patient to be registered, please let our team know by contacting [email protected]
💬 Feedback
After any medical appointment, patients will receive a feedback form, sent 4 hours after the appointment start time. In this form we will ask the patient:
Their experience at the practice
Their experience using Bookable
Where they went first for help, and where they will go next time
⭐️ Then, we sent you patients feedback in a weekly email summary to celebrate all your hard work! You can also monitor these feedbacks in your Bookable analytics, in the hub.
💡 If we do have any worries, we will contact you directly, but please do feel free to reach out to the team via [email protected].
🔔 Appointment Reminders
Here are the emails appointment reminders that patients receive ahead of their appointment.
Face to Face 👇
Telephone 👇
If you do have any questions, or want to share any feedback with us you can ping an email over to [email protected] and we will get back to you as soon as we can 🎉
You can also book a call with a member of the team here ⭐️