Online Booking Workflow for Your Clients
Rules for Matching Client Data with Existing Data in Provet Cloud
Online booking allows your clients to book appointments independently at any time of the day. By offering online booking, you can also save your clinic's time for other tasks.
With the Provet Cloud online booking feature, you have detailed control over your clients' access to appointment booking. You can decide which services or treatments are included and choose the time slots that are available for online booking. You can also add treatment-specific instructions to inform your clients about how to prepare for the appointment.
Online booking is an add-on feature in Provet Cloud. Please contact Provet Cloud Sales or Support to purchase the feature.
After the online booking feature has been added to your system, you can edit the online booking settings and complete the required setup:
Below is a description of how your online booking form looks to your clients and how they use it.
The text you added to the Information field in the general online booking settings is shown below the page title (a).
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Depending on your form selections, the client may have to select a clinic location.
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Depending on the clinic location settings, the client may have to select the Species of the patient.
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Client selects a reason group.
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Client selects a reason. Reason-specific instructions set in the reason settings are displayed below the reason (b).
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Days with available appointment times are shown in the calendar in green. Client selects a day in the calendar.
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The available times for the selected day are listed below. Available times depend on the reason settings as well as the Available time slots and Required time before appointment start settings in the general online booking settings. Clients can use the filters to view available times for the whole day, morning, afternoon, or evening.
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Client selects the Choose button to select an appointment time.
A new page opens. Appointment details shows a summary of the appointment. The duration and responsible employee's name may be hidden or shown depending on the general online booking settings.
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Client fills in their information. Required fields marked with an asterisk (*).
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Client fills in their pet's information. Only single-pet appointments are available in online booking. Information added in the text field will be shown in the appointment details and in the consultation general information section.
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Client can select the Remember me checkbox if they want their browser to remember the information they have entered. This is useful if they regularly book online.
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Client selects Confirm appointment to finalise the booking. The appointment is added to your appointment calendar and the selected confirmation messages are sent. A summary page opens.
When Provet Cloud receives the client and patient details from the online booking, it automatically tries to match the submitted details with existing clients in your system to avoid client and patient duplicates.
Client Matching
A client is considered a match if:
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The first name matches exactly.
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The last name matches exactly.
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At least one of the following matches:
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Phone number
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Email address
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Address
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Based on the matching result, Provet Cloud displays a message in the appointment and consultation views to help you proceed:
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If a single matching client is found, the client is automatically linked to the booking and, and a message is shown to confirm the match.
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If multiple potential matches are found, a message is shown listing the matching details (e.g., name, email, or phone number). Select Show potential matches to open a list of suggested clients. You can then:
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Create a new client using the pre-filled online booking information, or
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Select an existing client and click Proceed with the selected client to continue.
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If no match is found, a new client can be created using a form that is automatically pre-filled with the online booking data.
Example: if there is a client that has the same first name, last name and phone number, but a different or missing email address in your Provet Cloud, the client is matched. Note that the different data (in this case, email address) is not automatically updated from the online booking data to the client details in the system. If there are existing client duplicates in your Provet Cloud based on these details, the match fails even if other details (for example, client ID) of one of the clients matches with the online booking data.
Patient Matching
After a client match is confirmed, Provet Cloud attempts to match the patient details. A patient is considered a match if:
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The client matches.
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The patient name matches exactly.
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The species matches exactly.
If the client is matched but no matching patient is found, a message is shown indicating that the patient needs to be selected or created. You can then either select an existing patient manually or create a new one. The form will be pre-filled using the information provided in the online booking.
Identifying matched and unmatched appointments in the appointment calendar
Matched online appointments appear in blue in the appointment calendar, while unmatched appointments appear in red.
Depending on the clinic location settings, the appointment status colors may be shown only on the right edge of the appointment block.
When you open an online appointment in the calendar, Provet Cloud displays a message at the top of the appointment details view to indicate whether the client and patient have been matched with existing records:
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No client or patient match:
"The client and patient from the online booking were not matched in Provet Cloud. Edit the appointment to select an existing client or create a new one."
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Client matched, patient not matched:
"The client was matched successfully, but no matching patient was found in Provet Cloud. Edit the appointment to select an existing patient or create a new one."
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Client and patient matched:
"The client and patient from the online booking were successfully matched in Provet Cloud."
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