Booking Gateway leaving inconvenient gaps

  • 3
  • Idea
  • Updated 5 months ago
  • Implemented
Hi Gang, I've had a couple of my therapists who have complained that the booking gateway is offering appointments to patients that are not contiguous with other appointments in their book, leaving inconvenient gaps that they then cannot fill with other patients. Is there any way of programming the gateway to select available appointment times that immediately precede or follow existing appointments as a first option? This would leave fewer holes in a practitioner's day list.
Photo of Ben Kewish

Ben Kewish

  • 19 Posts
  • 5 Reply Likes

Posted 5 months ago

  • 3
Photo of Joyaa Antares

Joyaa Antares

  • 323 Posts
  • 94 Reply Likes
Hi Ben - re. "leaving inconvenient gaps".  We found what sounds like the same problem last week when testing the suitability of the booking gateway for our clinic.  The team at SS worked on it for us and I believe that they will be able to offer a solution with their next upgrade.  Have a chat with them to check this will suit your needs too.
Photo of Timothy

Timothy, Business Care Manager

  • 846 Posts
  • 254 Reply Likes
Hi Ben. The Patient Booking Gateway will book appointments based on the rules and data in your system. If a free slot is available within that criteria, a booking will be made. In addition to the existing rules you have in your system, we can now add additional rules in the background so that appointments only start at certain times. As Joyaa mentions, this feature will be available to all users in our next upgrade. If you'd like this change applied in advance, please open up a support case at
Photo of Mark Banks

Mark Banks

  • 15 Posts
  • 2 Reply Likes
This is why we don't let the patients run our book. With all of our different systems and different length of appointments, we've held back from this feature. ATM we have a feature on our website to 'request an appointment' from which we receive an email that our front desk manager responds to.  E.g. if a registered patient makes an appointment but hasn't been to see us for 2 years, there could be anything going on with them unrelated to their previous conditions. Obviously we need more time to question and examine and record any contact detail changes.  Where does Frontdesk go with dealing with all of these contingencies?  we also have to deal with our different types of visits, whether the practitioner is available that day etc.
Photo of Timothy

Timothy, Business Care Manager

  • 836 Posts
  • 249 Reply Likes
Hi Mark. The Patient Booking Gateway currently books thousands of appointments per month with minimal input from admin staff, adding considerable value for our users. The system takes into account all the existing appointment book rules and settings when booking appointments, and we are continually refining this process for complex appointment book setups.

The system can be configured to handle existing and new patient booking scenarios across many different appointment book configurations. With specific reference to existing patients that have not been in for some time, the system has several options on how to handle this ranging from having the patient select this option when booking online to requiring the patient to submit a contact request so that practice staff can book the appropriate appointment for them.

The best way to review how it can be customised for your practice is to arrange an obligation free 30-minute demonstration. If you’d like to arrange this, please contact us at
Photo of Joyaa Antares

Joyaa Antares

  • 312 Posts
  • 94 Reply Likes
Mark - like you, we require clients who have not attended for 2+ years to come in early to attend to returning client paperwork.  There seem to be several ways within the gateway system for dealing with this.  We are going to trial both of:

1. A special appointment type for this category.  Through this, we will advise these clients to come in 20 mins early.
2. We will also monitor bookings made online (which is advised anyway, and also pretty easy) and contact those who fall in this category to come in 20 mins earlier than their app't time.  We will do this whether or not they noticed option 1.,  above.  Option 1 is going to serve as an additional safeguard.

Fingers crossed! :)