What patients see when they book online

It is worth knowing exactly what your patients go through, so you can answer questions and spot anything you want to polish.

Step 1: your treatment menu

If you have more than one active location, patients first see Which clinic? and choose a site. They then reach that location's treatment menu. On the menu they see your logo, your colours and any Booking page information you have written (parking, arrival instructions and so on). Treatments are grouped by category, in the order you set by dragging the categories on Settings, Treatments, with descriptions, durations and prices (unless you hide prices). The page also shows your practitioners and, if you have published reviews, a star rating with recent comments.

Use Booking page theme to choose the colours under Settings, Clinic. See Choosing the colours of your booking page.

Step 2: picking a time

They choose a treatment. With more than one eligible practitioner, they must choose one or I don't mind before times appear. The Practitioner order from Settings, Team is used. A direct treatment link can also ask them to choose a location.

Without a requested date, the page looks for the first date with availability, up to 90 days ahead within your booking window. If it jumps past today, it shows Showing the earliest available date. Date chips and time slots reflect shifts, time off, buffers, minimum notice and your booking window.

Step 3: confirming and paying

On the confirm step they enter their details and can opt in to email and text marketing; if your Settings, Clinic referral list is not empty, they also answer How did you hear about us? unless they are signed in and already have an answer on file. Depending on your payment mode they pay a booking reservation fee, the full amount, or choose between the two. They follow the secure payment step, with payment methods depending on your Stripe account and their device. The inline payment step has a 15-minute countdown; hosted Stripe Checkout normally lasts about 31 minutes, and the slot can remain held while the payment is being checked. A separate platform booking fee can still be payable when no treatment reservation fee is due. When a payment is being taken, a discreet Have a promo or voucher code? link opens the code field.

Your booking terms appear as a short line with a View terms link. If Ask patients to tick that they have read your booking terms before they confirm is turned on, they are shown in full above the confirm button with a box the patient must tick. See Asking patients to accept your booking terms.

A returning patient booking as a guest may be asked to enter the six-digit Verification code emailed to them, or continue as a new patient. The code expires after ten minutes.

The details we ask for

Every online booking asks the patient for their date of birth, address and postcode (an Eircode for a clinic in Ireland); town or city is optional. A patient who is signed in is only asked for what their record is missing, and what they enter fills gaps on their record without overwriting anything.

After booking

Patient confirmation messages and requests for required pre-appointment forms depend on the relevant messaging automations, channels and patient messaging preferences. A held or disabled patient confirmation does not prevent the clinic's own new-booking notification.

They land on a confirmation page and the appointment appears in your diary. If you have filled in Your clinic's contact email in Settings, Clinic, we email you there when an online booking is made. It is also where patient replies to your appointment emails go.