FAQs: Profile's Online Booking Solution

faq quick links customising the online booking solution docid 1z2dojhixm6jqhubo7zbrcan an organisation add a logo to profile's online booking solution? docid 1z2dojhixm6jqhubo7zbrpromoting the online booking solution docid 1z2dojhixm6jqhubo7zbrhow can organisations share the online booking url with patients? docid 1z2dojhixm6jqhubo7zbrpatient verification docid 1z2dojhixm6jqhubo7zbrhow does the verification work? it it an exact match for name, health card number (hcn) and date of birth (dob)? docid 1z2dojhixm6jqhubo7zbrwhat is hcn matching on? is it the alter patient/general view phn or also the registry phns? if it is the registry phns, will it skip end dated phns as these are no longer valid, and may indicate a merge or overlay? docid 1z2dojhixm6jqhubo7zbrfor the hcn match, does it look at the kind of identifier? what about new canadians with refuge ifh numbers, or our military and rcmp patients? those systems can have duplications in numbering or does this only work for a bc phn, and everyone needs to use that? docid 1z2dojhixm6jqhubo7zbrour clinics have casual and regular patients they may be okay with both kinds of patients booking walk in or same day appointments but may only want regular/attached patients to be able to book follow up appointments how will the type of patients be distinguished? what if an organisation has close to 70 poss and the patients are in different statuses at different clinics? docid 1z2dojhixm6jqhubo7zbrwhat kind of response does the user get if there is a mismatch? does it inform them which field mismatched? can they keep playing around until they get the name right? would this pose any security concerns? docid 1z2dojhixm6jqhubo7zbrwhat is the little 'i' icon by the hcn? what does it say? docid 1z2dojhixm6jqhubo7zbrfor ontario patients, do they need to enter the two letters on their healthcard? docid 1z2dojhixm6jqhubo7zbrdo you support other languages? docid 1z2dojhixm6jqhubo7zbrdoes the online booking comply with accessibility requirements? docid 1z2dojhixm6jqhubo7zbrclinic options docid 1z2dojhixm6jqhubo7zbris this a shared booking platform? will 'organisation a' see patient information in 'organisation b'? if so, how long does that take? docid 1z2dojhixm6jqhubo7zbrcan i enable only selected poss for online booking? docid 1z2dojhixm6jqhubo7zbrprovider options docid 1z2dojhixm6jqhubo7zbris it a list of every provider who is a member of the pos? is that based on start and end date of the pos membership, or on the status of the record? docid 1z2dojhixm6jqhubo7zbris there a way to mark which providers do/do not accept patient self booking even if they are active at the pos? what if you have a number of providers (social workers, maternity liaisons, spiritual health workers, indigenous health liaisons) who would never be the first person you would book an appointment with (because they are internal referral providers who support patient care)? docid 1z2dojhixm6jqhubo7zbrhow does this work with covering providers (locums)? will this list the provider's name, and indicate that they are actually being covered by another provider? how would that look? docid 1z2dojhixm6jqhubo7zbris the list of providers organised alphabetically? is their usual provider at the top? are the usual providers marked in any way to remind the patient who their usual provider is? docid 1z2dojhixm6jqhubo7zbrthe 'any available provider' functionality docid 1z2dojhixm6jqhubo7zbrwhat happens if the user selects any available provider? what do the appointment time selection options look like? what if there are more than one booking slots at the same time (because there are multiple providers)? does it only give one option for each time slot? docid 1z2dojhixm6jqhubo7zbrwhat happens if there is more than one provider with the same available time slot? is it random assignment or does it go in alphabetical order? if for example we have five providers with bookable time slots from 11am to noon, will the assignment be weighted? will one provider get more random patients than another? docid 1z2dojhixm6jqhubo7zbris there any indicator on the created appointment that the patient was okay with seeing any provider? docid 1z2dojhixm6jqhubo7zbrthe appointment and engagement type functionalities docid 1z2dojhixm6jqhubo7zbris the solution looking at the booking slots first to check the mode and then offering one to three options for the engagement selection or does it always offer all three? will there be no booking time to select if the clinic does not offer one of the selections? docid 1z2dojhixm6jqhubo7zbrwhat if the patient does not really care about the engagement type, and they only want to pick a specific date and time? will they need to keep moving back a page and select multiple modes to find their specific timeslot? docid 1z2dojhixm6jqhubo7zbrhow are the time limits on the search for available booking slots set? can it be by appointment type? in other words, a same day appointment is only available for today; a walk in is only available for 24h in advance; an annual check up is only available for >10months since their last annual check up; and a follow up is only available for 6 months into the future etc docid 1z2dojhixm6jqhubo7zbrhow does the maximum book time work? docid 1z2dojhixm6jqhubo7zbris telemedicine an option for appointments? docid 1z2dojhixm6jqhubo7zbrwhat happens if an appointment type is deleted or modified at the same time the patient is booking an appointment online? docid 1z2dojhixm6jqhubo7zbrhow does limited profiles work? docid 1z2dojhixm6jqhubo7zbrhow do appointment rule priorities work? docid 1z2dojhixm6jqhubo7zbrhow the appointment will look in profile docid 1z2dojhixm6jqhubo7zbrwhat makes it clear that this is a patient bookable booking slot? docid 1z2dojhixm6jqhubo7zbrwhat does the appointment look like (in profile) if it has been booked by a patient? docid 1z2dojhixm6jqhubo7zbrwhere do we see the patient's phone number in the appointment? docid 1z2dojhixm6jqhubo7zbrdoes the patient entered appointment reason go in the reason field or in the comment field? if it goes in the reason field, does it have a code? how is the appointment impacted if the template already has an appointment reason? is that overwritten by the patient appointment reason? docid 1z2dojhixm6jqhubo7zbrwhat is the user experience if they are booking a slot and someone else (another patient, or an moa) books the slot in the meantime? how can the moa see that a patient has a booking slot on hold? how long is the hold for? is there a time limit by which the patient must confirm after picking the slot? docid 1z2dojhixm6jqhubo7zbrcan the patient print out their appointment information from the online booking solution? docid 1z2dojhixm6jqhubo7zbrdoes the online booking solution immediately send the patient a confirmation? for example, can they put in their email and have the solution email them? docid 1z2dojhixm6jqhubo7zbrhow self hosted organisations will work with the online booking solution docid 1z2dojhixm6jqhubo7zbris this solution hosted by intrahealth or another vendor? docid 1z2dojhixm6jqhubo7zbrwill we be connected with the solution provider if we have issues, or do we send those tickets via the intrahealth self service site? docid 1z2dojhixm6jqhubo7zbrhow will we be updated when the online booking solution is revised? docid 1z2dojhixm6jqhubo7zbrhow much time will we have to test changes, give feedback, and prepare configuration or work process changes for our own system before the online booking solution changes are rolled out? docid 1z2dojhixm6jqhubo7zbrif there are fixes or changes to the online booking solution that require a profile upgrade and we are not able to upgrade at that time, what will happen? how agile can this process be? can there be a change just to the piece of profile that interacts with the solution without doing a full upgrade? docid 1z2dojhixm6jqhubo7zbrhow does the integration between the online booking solution and profile work? is it an api call? will we have access to the api to customise messages sent or received? docid 1z2dojhixm6jqhubo7zbrwhen will we be able to customise the online booking solution form? for example, once one of our clinics has been selected, can we customise what is being displayed to our users? docid 1z2dojhixm6jqhubo7zbrlearn more docid 1z2dojhixm6jqhubo7zbr frequently asked questions customising the online booking solution can an organisation add a logo to profile's online booking solution? yes logos can be added to the profile online booking solution please read the display a logo section of the configuration and setup processes for profile's online booking solution docid\ sqh27vp9wd38dy1ni9byb article for more details note only logos from the left bitmap section are supported also, only jpeg, jpg, and png image formats are supported promoting the online booking solution how can organisations share the online booking url with patients? to encourage patients to use the online booking solution, you can do any of the following add the url to your organisation website update your email templates with the online booking url update the sms messages with online booking url marketing material will also be provided as an html page as part of the online booking solution this will be delivered after the initial release patient verification how does the verification work? is it an exact match for name, health card number (hcn) and date of birth (dob)? only the hcn and the dob will be used for patient verification note for ontario, the letter code will not be used for matching what is hcn matching on? is it the alter patient/general view phn or also the registry phns? if it is the registry phns, will it skip end dated phns as these are no longer valid, and indicate a merge or overlay? hcn will be pulled from alter patient / general view the matching will be done based on the highlighted field note in the online booking solution, the patients from ontario should not enter their letters from the hcn because they will not be matched they should only enter the digits from the hcn for the hcn match, does it look at the kind of identifier? what about new canadians with refuge ifh numbers, or our military and rcmp patients? those systems can have duplications in numbering or does this only work for a bc phn, and everyone needs to use that? the system will simply take the phn value + dob entered in the online booking solution and will find a match in profile it does not take into account the kind of identifier being used in profile in terms of duplicates, the system requires to match both dob + identifier if a duplicate is found, the system will assume there is no match found and will display a warning our clinics have casual and regular patients they may be okay with both kinds of patients booking walk in or same day appointments but may only want regular/attached patients to be able to book follow up appointments how will the type of patients be distinguished? what if an organisation has close to 70 poss and the patients are in different statuses at different clinics? we are only looking at a patient's associated provider/care team if the clinic wants patients to book only with their regular provider/care team, then the expectation is that the appointment rules, specified in the patient's onthego profile for provider group in the preferences window be left blank if the clinic does not allow any provider, then there will be a value set for this property if there is a group selected here then online booking will display the option of any available provider in the booking solution if the user chooses that option, the solution will check the appointment rules with the providers in that group note it's possible the clinic will have set an illogical group with no actual providers in it, or providers with no appointment rules available for online booking if this is incorrectly set, the patient will just not see any available appointment slots, if that is the case what kind of response does the user get if there is a mismatch? does it inform them which field mismatched? can they keep playing around until they get the name right? would this pose any security concerns? if a patient match is not found, then a window will be displayed that says what is the little ' i' icon by the hcn? what does it say? the icon will say ' health card number this is the unique personal identifier recorded in your medical record ' for ontario patients, do they need to enter the two letters on their healthcard? for our initial release the letters are not included in the matching criteria only the numeric digits need to be entered on the online booking solution do you support other languages? yes we support both english and french does the online booking comply with accessibility requirements? yes the online booking tool meets the accessibility standards we have completed accessibility testing clinic options is this a shared booking platform? will 'organisation a' see patient information in 'organisation b'? if so, how long does that take? the url for the online booking web solution is for an organisation the organisation must be enabled for the online booking solution (new enablement in patient online booking preferences the logic for displaying the list of pos is check the onthego profile property (default or specified) of the patient for the allowed pos value this will essentially determine which poss are enabled for online booking if the patient has a specific onthego profile attached to them, search for allowed pos value in that patient's preferences the following options are adhered to any available previous apt po selected pos if there is not a specified, separate onthego profile for the patient, search for the allowed pos value in the default patient profile display pos in alphabetical order here is a simple table to define the rules patient has appointment patient can book any available option no yes previous appointments' pos option yes yes previous appointments' pos option no no patient member of pos / / selected pos no yes can i enable only selected poss for online booking? yes the onthego profile appointment properties allows you to enable selected poss note if you have it set up for only selected pos and no pos options are identified, the system will assume that all poss for the organisation are enabled when a patient member of pos is selected, we are looking for pos in allowed pos/any available property provider options is it a list of every provider who is a member of the pos? is that based on start and end date of the pos membership, or on the status of the record? the list of providers is based on the following logic which care team roles are set in the onthego profile in appointment properties? does the patient have internal/open providers in their care team with the roles indicated in the onthego profile? do those providers have appointment rules that are available for online booking? is there a way to mark which providers do/do not accept patient self booking even if they are active at the pos? what if you have a number of providers (social workers, maternity liaisons, spiritual health workers, indigenous health liaisons) who would never be the first person you would book an appointment with (because they are internal referral providers who support patient care)? the online booking solution shows providers who have appointment rules that have marked the allow online booking checkbox and all profiles how does this work with covering providers (locums)? will this list the provider's name, and indicate that they are actually being covered by another provider? how would that look? for the initial release the provider cover logic is excluded this will be included in a future phase is the list of providers organised alphabetically? is their usual provider at the top? are the usual providers marked in any way to remind the patient who their usual provider is? we do not want to highlight the patient's usual provider due to privacy this is the reason why the provider list is alphabetical there will be no indication that the listed providers are linked to the patient the 'any available provider' functionality what happens if the user selects any available provider ? what do the appointment time selection options look like? what if there are more than one booking slots at the same time (because there are multiple providers)? does it only give one option for each time slot? the list of providers is based on the following logic which care team roles are set in the onthego profile in appointment properties? does the patient have internal/open providers in their care team with the roles indicated in the onthego profile? do those providers have appointment rules that are available for online booking? if the user selects any available provider then the calendar will be open and based on the selected date, the system will display the available times (if no time is available) a warning message will be displayed, indicating that there are no free timeslots the patient will need to select a different date (if there are multiple providers that have the same timeslot open) there will only be one time slot, regardless of how many providers are available at that time note when multiple providers have overlapping timeslots, and the timeslot is selected, the provider will be randomly chosen in the background the selected any available provider option stays visible on the page what happens if there is more than one provider with the same available time slot? is it random assignment or does it go in alphabetical order? if for example we have five providers with bookable time slots from 11am to noon, will the assignment be weighted? will one provider get more random patients than another? we will perform a random assignment, since the patient did not specify a provider is there any indicator on the created appointment that the patient was okay with seeing any provider? in the comment section, of an appointment in profile, there will be verbiage indicating that the patient consented to seeing any provider the appointment and engagement type functionalities is the solution looking at the booking slots first to check the mode and then offering one to three options for the engagement selection or does it always offer all three? will there be no booking time to select if the clinic does not offer one of the selections? the workflow is as follows user selects pos user selects provider system will then refer to the appointment property for the max book time (ex 10 day) and look at available appointments for that range based on the appointment rules of the provider(s) the system will display the mode/types what if the patient does not really care about the engagement type, and they only want to pick a specific date and time? will they need to keep moving back a page and select multiple modes to find their specific timeslot? for our first phase, patients will be required to select a mode how are the time limits on the search for available booking slots set? can it be by appointment type? in other words, a same day appointment is only available for today; a walk in is only available for 24h in advance; an annual check up is only available for >10months since their last annual check up; and a follow up is only available for 6 months into the future etc the online booking feature will adhere to the setup onthego profile appointment properties listed below how does the maximum book time work? the onthego profile property for maximum book time defines how far in the future the patient can book the default value = 30 days this assumes that the patient can book an appointment up to 30 days in the future if the value = 0, then the following alert message on the clinic and doctor step will be displayed is telemedicine an option for appointments? yes the provider will be able to use telemedicine if the provider is set up to use telemedicine in people & places / select provider / internet that provider has an appointment type marked for online booking and they have an appointment type with mode selected as telemedicine that provider has an appointment rule where the allow online booking and all profiles are selected what happens if an appointment type is deleted or modified at the same time the patient is booking an appointment online? if an appointment rule is updated (the type of appointment rule, the day and time etc ) during the booking process, the changes are visible when the patient refreshes the page or after the booking is made the appointment rule changes are not displayed in real time despite the adjustments, the patient is not prevented from booking the appointment the appointment can still be booked if the appointment rule is deleted during the booking procedure the expectation is that the clinic will need to contact the patient or update the appointment to notify the patient of the changes how does limited profiles work? currently, if the limited profiles option is selected for an appointment rule, that rule is deemed as not existent and that provider does not appear in the provider list on the booking tool how do appointment rule priorities work? if there are two or more appointment rules for the same provider, and they have clashing appointment slots, then profile will display the appointment type with the highest priority if the priority is the same for both, then the system will display the appointment rule that was created most recently in profile for example appointment rule #1 for dr griffen has 8 9am; 10 11am; and 2 3pm appointment rule #2 for dr griffen has 8 9am; 4 5pm the system will first look at which appointment rule has higher priority for the 8 9 clashing slot if priority is higher for appointment #2, it will honour the rules for appointment #2 for that slot if priority is the same for both rules, it will then resort to the appointment rule most recently created how the appointment will look in profile what makes it clear that this is a patient bookable booking slot? for phase 1 there will not be any indication in profile that the appointment was made via online or that the slot is available for online in profile today, we have the p atient items view that can be used to manage all appointments booked by patients ( work centre / patient items) we have the onthego profile property for acknowledge by default if set to no , then there is no acknowledgment required if it is set to yes , then an moa would need to acknowledge each appointment booked what does the appointment look like (in profile) if it has been booked by a patient? when a patient books an appointment via the online booking solution, the following fields get populated in profile's appointment block patient type reason free text field comment text this text box will also include the contact phone number given in the online booking screen and can be used to indicate any provider start date and time end date and time duration mode with provider name and pos where do we see the patient's phone number in the appointment? the patient's confirmed phone number will be included in the appointment comments box does the patient entered appointment reason go in the reason field or in the comment field? if it goes in the reason field, does it have a code? how is the appointment impacted if the template already has an appointment reason? is that overwritten by the patient appointment reason? it will go into the reason text field and will not affect the reason coded field what is the user experience if they are booking a slot and someone else (another patient, or an moa) books the slot in the meantime? how can the moa see that a patient has a booking slot on hold? how long is the hold for? is there a time limit by which the patient must confirm after picking the slot? in phase 1 if anyone books the appointment for the same timeslot, there will be no error displayed if two appointments get booked for the same timeslot, it is expected that the moa will need to contact the patient and reschedule one of them can the patient print out their appointment information from the online booking solution? yes the patient can print out their appointment confirmation information by clicking on the print button on the booking confirmation page does the online booking solution immediately send the patient a confirmation? for example, can they put in their email and have the solution email them? for organisations who have sms of email for patients, a confirmation will be sent to the patient either via sms or email (whatever they have consented to) this is based on how profile works today in your environment, when an appointment is booked how self hosted organisations will work with the online booking solution is this solution hosted by intrahealth or another vendor? for intrahealth hosted environments, the solution is hosted by intrahealth for self hosted environments, the solution will be hosted by the organisation will we be connected with the solution provider if we have issues, or do we send those tickets via the intrahealth self service site? intrahealth will be supporting the online booking solution all support tickets will be raised through the intrahealth self service site as with other profile issues how will we be updated when the online booking solution is revised? it will be tied to the version of profile how much time will we have to test changes, give feedback, and prepare configuration or work process changes for our own system before the online booking solution changes are rolled out? your organisation controls the update and roll out process, as with profile emr if there are fixes or changes to the online booking solution that require a profile upgrade and we are not able to upgrade at that time, what will happen? how agile can this process be? can there be a change just to the piece of profile that interacts with the solution without doing a full upgrade? the current plan is to follow our current profile release schedule the schedule is as follows regular monthly releases for product enhancements and non urgent fixes unplanned releases for urgent fixes only end of year major releases for product enhancements plus larger initiatives that require regression and cross functional readiness how does the integration between the online booking solution and profile work? is it an api call? will we have access to the api to customise messages sent or received? in phase one there is no ability to customise messages the organisation can only customise the terms and conditions that will be displayed refer to the configuration and setup processes for profile's online booking solution docid\ sqh27vp9wd38dy1ni9byb article when will we be able to customise the online booking solution form? for example, once one of our clinics has been selected, can we customise what is being displayed to our users? for the initial release there will be no customisation this is something we will consider for future releases learn more click on the following links to access more content related to profile's online booking solution profile's new online booking solution docid\ sty0 wltus5r2 vte7t8aconfiguration and setup processes for profile's online booking solution docid\ sqh27vp9wd38dy1ni9bybhow to book an appointment with profile's online booking solution docid 1p06lalwfqfztphy wbob