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Overview of Client Pre-Registration and Self Check-In

Pre-Registration and Self Check-In Settings

Appointment Cancellation Settings

Appointment Confirmation Settings

Overview of Client Pre-Registration and Self Check-In

You can offer your clients the possibility to pre-register, check in, and manage their appointment online in the Provet Cloud appointment portal. Allowing clients to check their information and provide other preliminary information before their appointment saves time at the reception and at the beginning of the consultation visit. It also offers clients a secure and private way to communicate their personal information, which they might otherwise have to do in an open reception area.

When a client makes an online booking or an appointment is booked in the Provet Cloud appointment calendar, the appointment confirmation and reminder messages include a link to the appointment portal. In the appointment portal, the client can:

• Update their personal details: The client can check and update their own and their pet's information. When a client has provided updated information in pre-registration, a notification is shown in Provet Cloud, and a Provet Cloud user can save or discard the updates.
• Answer pre-appointment questions: You can define appointment reason-specific questions about the patient's medical history, which the client can answer in pre-registration. The client's answers are then shown on the appointment, admission, or consultation pages.
• Confirm and cancel appointments: You can allow clients to confirm or cancel their appointment online.
• Check-in for their appointment: You can allow clients to check in for their appointment online.

All of the above functions can be separately enabled in the settings (see the following sections).

For how the appointment portal looks to your clients and what they can do, see Client's Guide: Booking and Managing Appointments Online. You can share a link to the guide with your clients or use it as a reference for your own instructions.

Restrictions and notes:

• In multi-patient appointments, only the first patient's information can currently be edited in the appointment portal.
• Clients cannot add or edit information for new patients that do not yet exist in your Provet Cloud.
• New clients who do not yet exist in your Provet Cloud when the appointment is made cannot pre-register or check in online.

Pre-Registration and Self Check-In Settings

Department Settings

To edit the following settings, go to Settings > General > Department > Client interactions.

• Enable client pre-registration / Self check-in: When this setting is selected, a link to the appointment portal is added to appointment confirmation and reminder emails and/or SMS messages. The following additional settings for pre-registration and self check-in also become available.
• Enable two-factor authentication for pre-registration: When this setting is selected, clients receive a verification code by SMS, which they must enter to access the appointment portal. Two-factor authentication adds an extra layer of security: if the confirmation email is accidentally sent to an incorrect address, the recipient will not be able to access the appointment portal if they cannot provide the verification code sent by SMS.
• Enable pre-registration for reason types: In this field, you can select the appointment reasons for which you want to allow pre-registration. When a reason type included here is selected for an appointment, a link to the appointment portal is added to the confirmation and reminder messages. If you leave this field empty, pre-registration is available for all reason types.
• Ask preliminary questions during pre-registration: When this setting is selected, and pre-appointment questions have been added for the appointment reason, clients can answer the questions in the appointment portal.
• Pre-registration message header: In this field, you can add a header for the pre-registration section in the appointment confirmation and reminder messages. If you leave this field empty, the following default header is used: 'Continue to pre-registration'.
• Pre-registration message content: In this field, you can add a body text for the pre-registration section in the appointment confirmation and reminder email messages. Note that the body text is not shown in SMS messages, only in email. If you leave this field empty, the following default text is used: 'The pre-registration feature enables a personal and data-safe way to share/update your personal details and allows for a more pleasant and quick arrival to the clinic for you and your pet.' 
• Enable self check-in: When this setting is selected, clients can check in for their appointment online in the appointment portal.
• Disable self check-in for reason types: In this field, you can select the appointment reasons for which you do not want to allow self check-in.
• Self check-in available from and Self check-in available to: With these settings, you can define when self check-in is available for clients, for example, between 8:00 - 17:00.
• Time in minutes before marking as arrived: With this setting, you can define how long before their appointment clients can check in. For example, if you set this setting to 30, clients cannot check in until 30 minutes before their appointment. When check-in is not yet possible, a message is shown in the appointment portal, for example: 'You can check in 30 minutes before your appointment.'
• Waiting locations: In this section, you can add waiting locations from which clients can select when checking in. This is useful if you have several different waiting areas for clients and patients. To add a new waiting location, select the + Add button.

Adding Preliminary Questions for Appointment Reasons

You can ask clients to provide the patient's medical history before their appointment by asking preliminary questions in pre-registration. Because the questions are defined separately for different appointment reasons, you can add specific questions related to the nature of the appointment.

1. Go to Settings > Items & Lists > Reasons and open a reason you want to add questions for.
2. Scroll down to the bottom of the reason dialogue and select the + Preliminary question button.
3. Type a question in the Question field, then select the + Preliminary question button again to add more questions.

If you want to remove a question, select the red x button on the question row.

To show the questions to clients in pre-registration, select the Ask preliminary questions during pre-registration setting in Settings > General > Department > Client interactions.

Appointment Cancellation Settings

You can allow clients to cancel their appointments online in the appointment portal.

1. Enable appointment cancellation in department settings.

1. Go to Settings > General > Department > Client interactions.
2. Select the Allow client to cancel appointment checkbox.
3. In Time in days until the appointment the cancellation is possible, define how many days before their appointment clients can cancel the appointment. For example, if you set this setting to 1, clients cannot cancel their appointment less than one day before.
4. In Recipient for cancellation confirmation email, you can select a user who receives an email notification when a client cancels their appointment. The available options include department (email saved in the department profile), veterinarian, or both.

2. Add the cancellation reasons for online cancellation.

When clients cancel their appointments online, they also have to select a cancellation reason. The cancellation reasons are defined in the reason settings. All cancellation reasons defined in the settings are available internally (when cancelling an appointment in the Provet Cloud appointment calendar), but you can choose which ones to show also to clients in the appointment portal.

1. Go to Settings > Items & Lists > Reasons.
2. Under the Cancellation reasons section, open the reason you want to make available in the appointment portal. If you want to add a new cancellation reason, select +Add.
3. Select the External checkbox to show the cancellation reason in the appointment portal.
4. Save the cancellation reason.

Appointment Confirmation Settings

You can allow clients to confirm their appointments in the appointment portal:

• Go to Settings > General > Department > Client interactions and select the Allow client to confirm appointment checkbox.

Confirmed appointments are shown in the appointment calendar with the text 'Confirmed' in the calendar slot.

See also

Setting Up Reason Groups and Appointment Reasons