Online booking - customisable to allow more than 3 available appointments to be shown

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  • Updated 2 years ago
I know this has been set up to prevent data mining but this option does not suit us and we would like to be able to offer as many appointments as possible to our patients. Most medical based online booking systems that I have used do not have this restriction and we (staff + patients) find this very frustrating. Can this please be changed so this is a customisable option?
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Wendy Mallet

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  • Frustrated

Posted 2 years ago

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Timothy, Business Care Manager

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Hi Wendy. I note that you are running an older version of the Gateway. In v6.0 of the Gateway we introduced a new appointment searching process, which you can read more about here: 

In this version, the patient can search for availability using the following search methods:
  • Choosing from your next 3 available appointments.
  • Searching for an appointment at a specific date and time. If this time is not available, nearby alternates will be offered. 
  • Choosing to search a broader date range (e.g. the next fortnight on Thursday afternoons), which will limit the results to a maximum of three at a time. Patients can search multiple times, according to your settings. 
We believe that this provides the best balance between patient convenience and protecting the privacy of your appointment availability.
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Wendy Mallet

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Thanks for your response. It would be good if we had the option to select what we want for our business rather than having this mandated for us.
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Tony Taddeo, Managing Director

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Our point of differentation is that our booking gateway does the 'thinking' of your reception staff. From a series of questions, reception staff provide patients appointment options based on appointment availability, and the rules and policies of the practice. They don't provide every option available such as  "Tom Jones is available at 9:00, 9:15, 9:30, 9:45, 10:00, 10:15" etc. Having said this we are always refining the algorithms on how these options are provided to patients.

Our current position is that providing unrestricted access to the appointment book to patients online as seen in other lesser booking systems that are not rules and policy based, and a little more lax regarding practitioner/practice privacy would be a step back.

We are happy to monitor and consider the user feedback about this topic.