Video: Managing Client Appointments

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Video Tutorial Transcript

Irina from Zanda

Creating a Client Appointment

00:17 Creating a client appointment in Zanda is super easy. First you need to find out the time block that you want to use for this client appointment. 00:25 You can have a look at your calendar, which is set to all practitioners and all locations, or you can specify it down to one practitioner. 00:34 And one of their locations. So once we are here on this practitioner and location calendar, let's select the time block for this appointment. 00:44 Again, you can click into just one time block or drag and select more of the time blocks. It's up to you. 00:51 Uh, and this will create an open and new appointment panel here on the side. Uh, you will see that the first section, the one and where, is already pre-filled based on the practitioner and location that, and the time of the appointment. 01:05 So, basically once you've selected the time blocks on the calendar, the specific information will transfer into the appointment details. Here, the next part is to select the type of the appointment, and the client type is, um, selected by default. 01:22 The next part is to, Select a client for this appointment, and you have here two options. If it's a new client that haven't had an appointment or a profile in your Zanda account, you can create them directly here from the appointment panel, just enter their brief contact details, and the only required 01:42 field is actually their first name, but you may want to add their last name and their phone number or email address for contacting this client. 01:51 Or you can search for a client that's already in your system, uh, and select to add them to this, um, appointment. 02:02 Uh, the system will pre-populate the details of the client that are available already in their profile. So that's it. You added a client to your client appointment. 02:12 And the next part, Um, you can even ignore it for now if you don't have any more specific appointment details and just save this appointment to create it, or you may add, uh, in you, you may add some information to these appointment details to, uh, specify it a bit further, so you can add some comments 02:36 . So this, uh, appointment details, um, so that these comments will be visible just to you and any other users in your land account who have access to the appointment, but they won't be visible to your client. 02:49 Don't worry about that. So this is just for your internal use. The next step is to select a service pack or product and doing this, you will generate an invoice that is linked to this appointment. 03:01 So let's do that. Uh, you, you may have open session packs for this client or you may just want to select the available, uh, appointment, uh, service. 03:11 Uh, and another two steps, if you are using the, uh, resource allocation in your Zanda account, for example, you may want to allocate a specific room for this appointment or select some, um, Some equipment, like laptop, massage equipment and so on. 03:30 You can do this here now or later at any time. And also, you may want to select the, um, appointment flag to add more specific information to this appointment and to color code it on the calendar. 03:48 Here, I already have a default flag for this client. You'll know how to add this from our, um, Profiles, um, course. 03:58 But you can also select a different flag manual if necessary. So for example, let's flag this as an initial appointment. 04:06 And once all these details are here, let's click save. And this way we created a newer appointment. It's color coded for you. 04:17 If you hover over this appointment panel, sorry, block. You'll see the, um, appointment information panel come up here with more specific details, including invoice number, uh, charge amount, uh, and other specific information about this appointment. 04:37 And you can just close the appointment panel. And here is the clean view of your calendar with a new client appointment scheduled.

Using the Appointment Panel Features

04:50 Let us now have a look at some additional features that each appointment panel is equipped with. And let's start from the top. 04:58 Here, uh, you will see the client name, uh, that is allocated to this appointment. And if you click the, um, client super menu, client mega menu will open and you can easily navigate to any specific page in this client's profile by just clicking the link, uh, on this mega menu. 05:19 The next part is the speech bubble. If you click it, you can send an SMS message to this client about this appointment. 05:28 So just select the template and just generate a message and send it from here or don't use any templates just type in the information and send the message directly from this appointment to the client mobile phone. 05:47 So let's close that. The next link here, if you click it, it leads you to the client's unique telehouse link, uh, and it gives you the information about how to start the telehouse appointment for this client, and also to share copy and share the, um, unique URL for this client's telehouse appointment 06:08 . We'll have a dedicated, uh, course to managing telehouse appointments, so I'll speak, uh, about those, um, that feature in detail there. 06:18 So, the next part is the when and where section of this appointment and you can click into any of these available fields here to, um, to change the information about this client or to navigate through the previous or the next appointment for this client.

Recurring Appointments

06:38 So, let's go back where we were to our client appointment here. Okay, so that was the appointment I was demonstrating you first. 06:50 Uh, what else you can do? If you click this calendar icon, you'll see the appointment history. For this client, and it allows you also to easily navigate between the other appointments, rather than previous or next appointment for this client. 07:08 The next feature here, if we click to these two circular arrows, is to make this appointment recurring. Uh, so you can set up how often this appointment needs to recur for how many occurrences.

Linked Clinical Notes and Appointment Log

07:23 Uh, or you can also look up here for the next recurring appointment in this specific series, if it's created. So the next part is the appointment details section. 07:36 It's quite rich in features, so let's have a look at those. The first one, uh, allows you to create, uh, and you, Clinical node for this client linked to this appointment. 07:50 So if you are a practitioner and you need to create a node for this appointment, click this button and it will take you to the node creation page. 08:01 Uh, this button will change its color depending on the status of the node linked to this appointment. So you'll easily see if this, if there is no node, so it's kind of, Why it's all transparent? 08:15 Then you need to create a new node, or it will also have a different color, um, if it's a draft, or if it has a completed node linked to this appointment. 08:26 The next feature, if you click it, it shows you the appointment log, so it logs every user action that was applied to this, um, appointment. 08:37 When it happened, who was the user, who, uh, have done that, and what exactly has been changed. So it's very useful if you need to, um, do a little investigation about what happened to this appointment.

Manual Reminders & Alerts

08:50 You can always have a look at its log here. And the next this bell I can allows you to manually send a reminder SMS or email to this client about this appointment. 09:03 So it's a different feature from the automatic reminders that you set up for your clients if just you need to resend a reminder about this specific appointment. 09:14 You can also toggle warning about this appointment, so what it'll do, it'll change the color flag for this appointment and it will add this alert. 09:27 Just to maybe, um, attract your attention or the other user's attention to this appointment, if something needs to be done or some information is available about this appointment and you can also remove the warning the same way. 09:42 And one more feature available through this bell icon at the appointment details is you can send an SMS to the practitioner of this appointment, and it sends the information about the status of this appointment. 09:58 So if you are canceling or scheduling or changing status of this appointment in another way and you wish to warn the practitioner that that's what happened, you can send them an SMS. 10:12 Uh, so, and just one little piece of information when you're sending this SMS, there will be a fee for sending an SMS message, uh, based on the length of it. 10:24 Usually one regular standard message fee. Uh, the next part is the reminder section. We are a little bit in the, uh, past. 10:37 Let me actually show you. I'll just quickly reschedule. This appointment to another date and time, so it's a future appointment. 10:49 Uh, and let's do that. Okay, so I have updated the appointment to another date and time just because I wanted to show you how the reminder feature works. 11:04 So you can see that the reminder is turned on automatically and the status here says it will be sent. So if you turn this off, uh, it's changing to will not be sent. 11:17 If, for example, you manually sent a reminder about this appointment just now, you may wish to turn this off not to just not to duplicate the, uh, manual reminder with an automatic reminder. 11:30 Or you can turn this back on. The next feature is the telehealth appointment. You clapped the way of automatically enabling telehealth appointments for, um, telehealth links for each appointment. 11:44 But if, for example, it was scheduled in a face-to-face location in your clinic, and then you made contact with the client. 11:54 Came in touch with you and said that they want to change this to a telehouse appointment for any reason. You can manually enable this link and then copy and share it with the client or if the telehouse link merch field is embedded in your reminders. 12:11 This will populate the telehouse link into your reminder notification sent to the client. And when the time comes and you are the practitioner of this appointment, you can start. 12:24 The appointment from this panel. So these are the telehealth, um, controls. Again, we'll have a dedicated module for telehealth appointments where I will tell you in detail how that works.

Editing Appointment Details and Invoice

12:40 What else you can manually change here is the status of the appointment. So if you've been in touch, they confirm they'll come. 12:47 Uh, you can do that. You can change the flag on this appointment manually as well, so for example, instead of, uh, initial appointment, just like generic flag, you can change this to telehouse flag to color code it differently. 13:06 Uh, you may wish to unallocate a resource or add another one. So here I will remove the room resource because we've moved this appointment from face to face to telehouse. 13:22 I may want to add an extra note to this appointment just to let the team know what has happened to it, and also I can edit the allocated invoice on this appointment panel. 13:38 So for example, I may wish to use a different service that I have. So, for example, just standard consultation or telehealth consultation if I have appointments for telehealth services. 13:58 Uh, I can also add a payment if the client has already paid. So, for example, using existing payment if they have some prepaid, um, reddit available or I can use, um, manual. 14:16 Payments option. So I've processed the debit card on the physical machine. Uh, so on the point of sales machine, uh, and I can just manually made a record of this payment here. 14:30 So once we've done all these changes at its appointment, let's save that. Uh, and it has Updated the details of the appointment, change the color block, for example, uh, updated the invoice information recorded. 14:51 Recorded the payment that we allocated. Uh, and I also can use these buttons here to, uh, do something else. Uh, if you are located in Australia, you will have access to the Medicare integration to process the Medicare claim directly for your clients through these, um, uh, through their appointment panel 15:15 . You can also choose to email, um, an invoice or a receipt. To you the client or to the payee who paid for this invoice, you have the option to print or download as a PDF. 15:30 And if we click this pencil, I can next to the invoice number on the invoice panel. Uh, it will open the invoice layout. 15:39 For us, and we will be able to edit this in voice if necessary by changing the pay, the referral, the insurance, changing the text usage, or adding more items, or adding, um, another payment, splitting the payment and so on. 15:56 So all this information will be available to you if you just click that icon, and you can quickly jump back to the appointment if you click.

Appointment Card on Hover and Google Maps Link

16:07 This link here and you're back on the client appointment calendar and you are still seeing the appointment panel that you've been working with. 16:20 So that's it about managing client appointments and with more details available through the appointment panel. I hope this handle has been useful for you. 16:33 Let me now show you, uh, what else you can do to manage your client appointments. So first of all, if you are looking at your calendar, And you need to see more information about this specific appointment. 16:46 All you can, uh, need to do is just hover, place your cursor over the appointment panel. And it will generate the appointment whole of a card with more specific information about this appointment, such as client contact details in voice number and the amount, owing, when it happens, where it happens, 17:04 what services are linked to this appointment, if any, who's paying for this appointment. Uh, or what is the client type of this appointment, uh, appointments count. 17:15 So a number of appointments generated for this client and how many have been provided already, uh, in the current year. 17:26 Uh, and also additional information about the reminder, uh, sorry, if the, uh, there is any amount owing, so you will see this red currency sign. 17:36 It means the outstanding balance. So this specific appointment may still be in the future and not owing anything yet, but there is some unpaid invoices on the client. 17:52 On the client profile, so you'll see that there is some outstanding balance and a quick link to the messaging panel for this client. 18:00 So all these detailed information, there may be more depending on what is linked to your appointment, but that's where you can have a look at it. 18:08 Uh, I also wanted to show you if we click into the daily view for one practitioner. Uh, the appointment in blog will can have more information about this appointment as well, and there will be a clickable link to the Google Maps. 18:27 If there is, an address for this client and if you are a practitioner who needs to do the home visit, uh, you can just switch your calendar view to the, um, one day. 18:42 And you will be able to click, uh, and connect to, um, Google Maps and get to your client that way.

Right-Click Appointment Options

18:49 Uh, all right. Let's click back. What else we can do? Again, you can do more, uh, edits and more changes to the appointment if you, Right click on the appointment block and you can change the status of this appointment and perform other actions including, uh, you can delete this appointment from the 19:12 context menu. So that's it. Now, speaking of deleting appointments, there are two ways that you can delete an appointment. So, if you click on the appointment blog, you will see the delete button here at the bottom of the appointment.

Deleting vs Cancelling Appointments

19:33 Or, as I showed you before, you can right-click, open the context menu and select delete an appointment. The system won't allow you to delete an appointment which has a payment allocated to it, but let me show you, um, how this works and we will delete an appointment without a payment that has been already 19:53 saved with this appointment. So we'll click delete appointment either on the context menu or on the panel. Let's do that. 20:01 Let's confirm. Uh, the action and the appointment has been deleted. It's been removed. Uh, we normally recommend not deleting the appointment, but changing its status. 20:15 So, for example, we can change it from confirmed to cancelled or scheduled or late cancellation or no shy, depending on what happens to this appointment. 20:25 So, let's do cancelled, for example. When you are canceling an appointment, it's asking you to remove the service. Uh, if you remove the service from the appointment, it will delete the invoice, but you may want to have this information, so it's up to you. 20:44 Why, um, changing the status of the appointment as non-attended, uh, is preferable to deleting? Um, it means that you still have a record in your Zanda account about all That happened to this client appointments. 21:02 So once you've changed the status to the non-attended such as, um, scheduled, cancelled, late cancellation and no show, it frees the time-block for you and for your clients on the, um, client portal. 21:21 So while you still can see that the appointment is here on the, um, on the calendar. But you can add another appointment for the client and if you wish to remove those from you, uh, use this hide unattended appointment button. 21:40 So the appointment is still in the system. You know what happened to it. It was cancelled, but then it doesn't block the view on the calendar for you and it doesn't block the availability for your clients if they want to book this time slot through the client portal.

Restoring Deleted Appointments

21:55 So that's preferable than deleting. Because you still have all the records there. But what happened if the appointment was deleted and you want to restore it back to your system? 22:07 There are ways to do that. So, creating the first and the quickest way if you know some information about the client whose appointment was deleted, just look up the client profile. 22:19 Uh, so you know that it was Adam. You can look them up and go to this client's profile. So here we will need to go into the appointment section. 22:31 Select appointments. And at the top you will see this button show deleted. It will show you what appointments have been deleted. 22:42 Uh, and you may, uh, you have the option to restore. So just find the appointment. You want it to delete. 22:51 Uh, click on the actions icon and select restore. Read this information carefully as it warns you about what is going to happen when you restore this appointment, and click, okay. 23:05 So it's been removed from the, um, appointment, uh, deleted appointments list, and if we go back to the calendar, we will see this appointment. 23:16 It'll be it here, and you may change, for example, just the status to your schedule, the canceled, or so on. 23:25 Let me show you another way how you can, uh, look for deleted appointments. Let's delete this one again. So, let's say, uh, you have a suspicion that the appointment existed. 23:37 You don't find it in the system anymore. You need to restore it, but you don't remember the specifics of, um, this appointment. 23:44 So what you can do. There is actually the reports that is available. We'll go to the reports system. Uh, deleted appointments report. 23:55 Uh, and here you can run a search for, uh, appointments that have been deleted in this time frame that you specify. 24:04 You may know that it was, um, created some time at the beginning of the April or another month, it's up to you. 24:13 So set up the time frame where, uh, you want to search for this appointment and click run report. And you will see what appointments that had this appointment date were deleted. 24:26 And you can look up for client. If you have lots of them, just drag the clients column here to the top. 24:35 Come on. There you go. And it will group all the appointments into the appointments that belong to client. We'll have our client Adam. 24:47 Uh, and there you go. You'll see the information about this appointment. You can have a look at the log. You can see who deleted this appointment, if that's important. 24:58 And now you have the option to restore this appointment. The same way we did this before. We'll go to Adam's profile, appointments, appointments, show deleted, find the appointment on the list and click restore. 25:16 So here are the ways to delete an appointment and to find a deleted appointment and restore it back to your system if necessary. 25:26 That's it for now. I hope this has been helpful and I will see you in another video.