Accessing details of clients who do not conclude the online booking process

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Hi, with the online booking gateway, when a patient reserves but then does not conclude/finalise an appointment booking, is there a way in which we can access that clients details (new or existing) in order to action a follow up or to see who is looking at/wanting to book appointments? If not, is this a development which would be possible?
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Bobbie-Jo Strong

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Posted 1 year ago

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Timothy, Business Care Manager

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Hi Bobbie-Jo. The issue that we see is that if you start using the system as a guest (on the first time only), your contact details are only gathered after selecting an appointment time. If the guest doesn't provide their details, the appointment can't be completed and we can't provide you any details of who they are. Regarding registered patients, I guess we can think about collecting information about people that start searching for appointment but do not complete the process. 

It must be noted that any patient having trouble finding a suitable time or requesting too many appointment options, will be given the option to have the practice contact them to finalise their booking. 
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Bobbie-Jo Strong

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Thank you Timothy. In that case, would it be possible for our form to require a first name and contact number for guest bookings?
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Timothy, Business Care Manager

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Hi Bobbie-Jo. Once the guest patient has selected their appointment time, their first name and a contact number (along with a few other pieces of information) are required to complete the booking. As I mention above, if they do not supply this information, we do not know who they are and they cannot complete the booking. 

If we look at adding functionality that provides a notification when a patient has selected an appointment time but doesn’t complete the booking process, it would rely on the guest patient to provide their contact information. It is worth noting that once they've entered their contact information, they are just one click away from completing the booking.