Schedule Visits
Book and reschedule patients' live video visits, and know what to do when no time slots are open.
This page shows you how to book and reschedule patient visits. It is for the staff who schedule visits for patients.
You book live video visits — a live video appointment between the patient and a provider at a set time. Questionnaire visits are different. They have no set time, so you do not schedule them.
Before you start
Have these ready:
The patient you are booking for
What the visit is for (the product or order)
The patient's correct phone number and email
Who does what: You book the visit. Your provider network (the licensed doctors who review orders and prescribe) decides which time slots are open.
Time: A few minutes for each booking.
What you can see
When you book, you see the open time slots the provider network has made available. You pick from those slots.
You cannot see the providers' full calendars. You only see the times they have opened for booking. If no slots fit the patient, see When there are no time slots below.
Book a live video visit
Open the patient
In the left menu, click Patients. Find the patient and click their name to open their profile.
Open the Visits tab
In the patient's profile, click the Visits tab. You see the patient's past and upcoming visits.
Pick a provider and an open time
Start a new visit for the patient. A scheduling panel opens. It shows the open time slots. Pick a provider and a time that works for the patient.
Check the details
Confirm the patient's phone number and email. Make sure their required forms (their intake) are done before the visit. Providers rely on that intake.
Save and confirm it booked
Save the visit. It now appears in the patient's Visits tab and in the History table on the Visits page. That is your proof it booked.
Book while the patient is on the phone. Pick a time together. You finish the visit before the call ends. This is faster than sending many messages.
Reschedule a visit
Plans change. You can move a booked visit to a new time.
Open the booked visit
Open the patient's profile and click the Visits tab. Find the booked visit.
Pick a new time and save
Choose to reschedule the visit. Pick a new open time slot. Save. The new time shows in the Visits tab and in History.
Always tell the patient. If you move a visit and do not tell the patient, they may miss it. After any change, send them the new time.
When there are no time slots
Sometimes no open slot fits the patient. First, offer the patient the nearest time that works.
If slots are missing for days, tell your provider network. Send a message from the Provider Network tab in Messages. Here is a template you can copy and fill in:
We have had no bookable visit slots for patients in [state] since [date]. Can you check provider availability? Patients are waiting to book.
Replace [state] and [date] with the real details. This gives the provider network exactly what they need to fix it.
Words to know
| Word | What it means |
|---|---|
| Live video visit | A live video appointment between the patient and a provider, at a set time. |
| Questionnaire visit | No live call. The patient answers questions and a provider reviews them later. |
| Provider network | The medical team that employs the doctors who review your patients. You partner with one; you do not hire the doctors yourself. |
| Intake | The health questions and consent forms a patient fills in when they buy. They give the provider what they need to decide. |
Common questions
Can I see the providers' calendars?
No. You only see the open time slots.
- The provider network opens the times you can book.
- You pick from those open slots when you book.
- You cannot see the full provider calendars.
There are no time slots that fit. What do I do?
Offer the nearest time, then tell your provider network.
- First, offer the patient the closest open time that works.
- If slots are missing for days, message the provider network.
- Use the template in When there are no time slots above.
Does the patient get a booking confirmation?
It depends on your Patient Notifications settings.
- Your Client Admin sets which reminders patients get.
- To see exactly what patients get, do one test booking.
- Or ask your admin to check the Patient Notifications settings.
The patient needs a questionnaire visit. Do I book that?
No. Questionnaire visits have no set time.
- The patient answers questions on their own.
- A provider reviews the answers later.
- You only book live video visits, which need a set time.
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