Objective
This SOP explains how patients can book treatment courses, manage multiple sessions, and use the online client portal to view, reschedule, or complete appointments. It is designed to help staff understand the patient journey and support patients using the AesthetiDocs booking system.
Key Steps
1. Confirm treatment courses are already set up before patients book 0:12
Ensure the treatment course has already been created and configured in clinic before directing patients to book online.
If the treatment course setup has not been completed, refer to the separate training process first.
Only proceed with online booking instructions once the course is available in the system.
2. Guide the patient to start a normal online booking 0:31
Instruct the patient to go to the booking system as they normally would.
Have them begin the standard booking flow.
Confirm they select a service that is available as a treatment course or multiple-session booking.
3. Select the correct treatment course and number of sessions 0:52
Ask the patient to choose the relevant treatment course from the available services.
Select the number of sessions required for that course.
Example workflow:
Choose 1, 2, or 3 sessions depending on the treatment plan.
Click Continue to move to the next step.
4. Complete the booking process and payment 1:06
Continue through the remaining booking steps.
Select the appointment time.
Complete any required payment during checkout.
Once confirmed, the booking will appear on the clinic calendar.
5. Show patients how to access the online client portal 1:31
Inform patients that they now have access to an online client portal.
Direct them to click their name at the top of the booking system.
This opens the portal where they can manage their account and appointments.
6. Review account balance and appointment history 1:45
In the client portal, patients can view any account balance.
Under Bookings, they can see:
Upcoming appointments
Previous appointments
Cancelled appointments
No-show appointments
This reduces the need for patients to contact the clinic for basic booking information.
7. View full appointment history and treatment details 2:00
Patients can open previous appointments to see their full history.
The history includes:
Date of visit
Who treated them
Treatments received
Use this feature when patients need records without calling the clinic.
8. Open treatment course details and session status 2:13
In upcoming appointments, patients can view their treatment course.
Selecting View Details shows all sessions in the course.
Patients can see which sessions are booked and which are still pending.
9. Reschedule an existing session if needed 2:25
If a patient needs to change an appointment, they can select Reschedule.
Choose a new date and time.
Confirm the change so the updated appointment appears in the portal and booking system.
10. Book remaining sessions in the treatment course 2:53
If multiple sessions are included, patients can book the next available session once the prior session is completed or scheduled.
Session 2 may appear as pending until it is booked.
Session 3 cannot be booked until Session 2 has been booked, depending on the course setup.
11. Apply booking restrictions and date parameters where required 3:14
If the service has booking rules configured, only eligible dates will appear.
Examples of restrictions may include:
Booking only within certain date ranges
Limiting when sessions can be scheduled
Ensure patients understand that available options are controlled by the service parameters.
12. Confirm the booking updates correctly in upcoming appointments 3:20
After the patient books a session, verify it appears in upcoming appointments.
Confirm the booking is reflected correctly in the portal and calendar.
This helps ensure the treatment course is tracked accurately across all sessions.
13. Support patient self-management and escalate questions when needed 3:29
Encourage patients to use the portal to cancel, reschedule, and book appointments themselves.
Remind them that the portal is designed to make management easier for both patients and the clinic.
If questions arise, direct them to the support team for assistance.
Cautionary Notes
Do not attempt to use this workflow until treatment courses have been set up correctly in clinic.
Some sessions may be unavailable until earlier sessions are booked, depending on the course configuration.
Booking availability may be restricted by date parameters or other service rules.
Patients should only reschedule within the options allowed by the system and clinic policy.
Tips for Efficiency
Train staff to direct patients to the client portal first for simple booking changes.
Use treatment course parameters to control booking windows and reduce manual intervention.
Encourage patients to review their upcoming sessions in the portal before contacting the clinic.
Keep the separate treatment-course setup guide available so staff can confirm configuration before troubleshooting booking issues.