How HealthTrack processes Online Bookings

Matching to an existing patient

• HealthTrack attempts to match the submitted booking to an existing patient record using the following fields:
  • Given Name
  • Family Name
  • Date of Birth
  • Mobile Number
  • Medicare Number
• If HealthTrack cannot make a unique match, a new patient record is created.

• The booking appears in the Diary with Notes confirming it was created via the Online Booking system, the date and time it was submitted, and any comment the patient added.

Referral uploads

• If a patient uploads a referral, HealthTrack creates two records:
  • A document in the patient's Documents tab (default folder: Referral).
  • A referral entry in the Patient Management tab, labelled INCOMPLETE REFERRAL. Update this record to add the referral dates, type, and providers - it will no longer be marked incomplete once saved.

Availability and how the booking options refresh

HealthTrack keeps the online booking portal in step with your practice in two different ways.

• Slot availability is live. When a patient searches for a time, the portal asks your HealthTrack for the available slots at that moment. Changes you make to the Diary during the day, such as opening or blocking a Diary Template, are reflected straight away.
• What can be booked refreshes overnight. The list of bookable appointment types, providers, and locations comes from a copy that refreshes each night. If you enable a new appointment type, provider, or location for online booking, it may not appear to patients until the next overnight refresh.

If a provider or booking type is not showing online, the usual cause is either that it has not been enabled for online booking, or that the change has not refreshed yet. Force a refresh before investigating further. A provider or type also needs a published Diary template before any slots can be offered.

Cancellation and rescheduling cutoffs

Each practice sets cutoff hours that control how close to an appointment a patient can cancel or reschedule online.

• If a patient tries to cancel or reschedule inside the cutoff window, the portal tells them to contact the practice directly instead.
• A cutoff of 0 means there is no restriction. Patients can cancel or reschedule at any time up to the appointment.
• A cutoff of -1 turns off online cancellation or rescheduling entirely, so patients always contact the practice for that change.

To set Cancellation and Reschedule Cutoffs, you can do this via Admin > Maintenance > Online Services Registration in the Configuration Settings.

ASAP bookings and triage

ASAP booking requests appear in Practice Wide > Triage under the All Booking Requests configuration. Two workflows are available to convert a Triage entry into a Diary booking:

Take Patient - for providers

1. Go to Practice Wide > Triage.
2. Ensure I will be accepting patients is selected and sign in.
3. From All Booking Requests, highlight a record.
4. Click Take Patient.
5. Review the pre-filled booking details (Location, Purpose, Date, Time, and Actual MO). Adjust if needed.
6. Click Save or Save and Close to create the booking.

Schedule to Diary - for non-clinical staff

1. Go to Practice Wide > Triage and sign in.
2. From All Booking Requests, double-click a record.
3. Set the Location, Purpose, Date, Time, and Actual MO.
4. Click Schedule to Diary to open the Diary.
5. Click an available time slot in the Diary.
6. Click => in the Move List to place the booking.