Direct Scheduling

Overview

If your practice allows it, patients can schedule appointments directly to your resources’ schedules on MyHealthRecord.com. Additionally, your practice can choose to configure appointment requests either by allowing patients to request appointments directly from your resources' schedules or through other configurable options. Direct Scheduling is only available for Prime Suite customers on v17.10 and above, and Intergy customers on v12.00 and above.

Configuring Direct Scheduling

Prior to patients being able to schedule appointments in the portal, your practice will need to enable this feature and set direct scheduling availability for your locations, resources, and appointment types.

Appointment Preferences

In the Settings widget or panel select Appointment Preferences.

To activate Direct Scheduling select the checkbox next to Allow patients to direct schedule qualifying appointment types. The default setting for Direct Scheduling is set to disabled.

  • The Allow patients to cancel appointment setting allows you to turn the cancel appointments option on or off. This option only appears when direct scheduling is enabled. Additionally, you can set the amount of days prior to an appointment date when the option to cancel an appointment will be disabled.

    If the cancellation option is disable for patients, or if it is within the disallowed time range (e.g., 2 days before), then the patient will see the following message: "NOTE: Contact office to cancel."

  • For practices with Greenway Patient Portal only, the Appointment Types setting will not display if Direct Scheduling is disabled.

    Set Availability for Appointment Types, Resources, and Locations

    Your practice can set direct scheduling and appointment request availability either in each individual appointment type, resource, or location, or set direct scheduling and appointment request availability en masse by using the Set Availability button (see graphic below). Whichever method you choose, a resource, location, or appointment type must be set to allow direct scheduling in order for it to display as an option in the portal.

    Additionally, a resource must be associated to a location in order for your patients to schedule an appointment at a specific location. See the Availability Settings for Locations, Resources, and Appointment Types topic for more information on setting availability and associating a resource to a location.

    If direct scheduling is enabled, but no Locations or Resources are set as available for direct scheduling, then the patient will be redirected to the request appointment page.

    Setup in Prime Suite

    In order to prevent patients from scheduling appointments outside of your practice's office hours, your practice must extend the hours for any beginning and ending rules in all Rule Templates. This change is necessary since the Set Time of Day setting in Schedule > Schedule Administration does not control what time slots are available for direct scheduling in the Portal.

    To extend the hours for beginning and ending rules in a Rule Template:

    1. Select ScheduleRules Administration.
    2. In the Create Rule Template tab, open an existing template by selecting the folder icon .
    3. With the Rule Template open, set the beginning time of the first rule to 12:00 AM.
    4. Set the ending time of the last rule to latest possible time increment (e.g., 11:50 PM, 11:55 PM, etc. ). This time increment depends on your practice's setup.
    5. Select the checkbox for Exclude All for the first and last rule, if it is not already checked.

    Scheduling a New Appointment

    If your practice has enabled direct scheduling and set availability for your resources, locations, and appointment types, your patients will be able to schedule appointments directly in the portal. Listed below are the steps that your patients will follow for direct scheduling.

    Provider and Location Selected

    The workflow below illustrates scheduling an appointment if a patient selects both a Provider and a Location from the drop-downs.

    1. Select My Appointments and then select Schedule New Appointment.
    2. From the Reason for Visit drop-down, select a reason for the visit.
    a. If a preferred provider and location have been set in Patient Preferences, then those preferences will auto-populate.
    b. If no provider or location preferences are set, select a provider and location from the drop-downs.

    If a patient does not have a preferred provider or location set in My Profile, then the patient will see a pop-up after selecting Search that offers to set the selected provider or location as a preferred contact.

    3. Select a preferred date. You can only select a date within six months from the current date.
    4. Select Search.

    Both Reason for Visit and Provider are required for Prime Suite customers. Only Reason for Visit is required for Intergy customers.

    5. On the next page, select a time slot from a resource's appointment schedule (e.g., Monday Sep 10, 09:45 a.m.). Select the More button to view additional time slots (if available) for any day.

    Only 5 days of available appointments will display at one time. To view additional days, use the < and > buttons above the schedule.

    6. On the next page, review the scheduling information prior to submission. Enter in any additional information under Notes.
    7. Select Submit when finished.

    If an appointment is not available at the time that a patient selects an appointment time slot, then the patient will see a pop-up that states "Sorry, this appointment time is no longer available. Please select another appointment time." If no appointment times are available, then a patient will be redirected back to the initial search page. This will not occur if overbooking is enabled for a resource in Prime Suite. Also, any notes entered will save and will be available for the next search.

    8. After submission, a confirmation page appears.
    9. Patients can click on the Map link to view your provider's location and for directions through Google Maps.

    No Provider and Location Selected (Intergy Only)

    The workflow below illustrates scheduling an appointment if a patient does not select a provider and a location.

    1. Select My Appointments and then select Schedule New Appointment.
    2. From the Reason for Visit drop-down, select a reason for the visit.
    3. Select a preferred date.
    4. Select Search.
    5. On the next page, select a time slot from any of the available providers. Use the Back and Next buttons to view more providers’ available time slots.
    6. If you wish to view availability at other locations, select from the LOCATION drop-down.
    7. On the next page, review the scheduling information prior to submission. Enter in any additional information under Notes.
    8. Select Submit when finished.
    9. After submission, a confirmation page appears.
    10. Patients can click on the Map link to view your provider’s location and for directions through Google Maps.

    No Location Selected

    The workflow below illustrates scheduling an appointment if a patient does not select a location but does select a provider.

    1. Select My Appointments and then select Schedule New Appointment.
    2. From the Reason for Visit drop-down, select a reason for the visit.
    3. Select a Provider.
    4. Select a preferred date.
    5. Select Search.
    6. On the next page, select a time slot from the provider's schedule. If the provider is available at another location, then you will be able to select from the LOCATION drop-down.
    7. On the next page, review the scheduling information prior to submission. Enter in any additional information under Notes.
    8. Select Submit when finished.
    9. After submission, a confirmation page appears.
    10. Patients can click on the Map link to view your provider's location and for directions through Google Maps.

    Cancel/Print an Appointment

    Once submitted, a patient can view scheduled appointments by selecting Scheduled and then selecting a scheduled appointment from the list.

    After selecting a scheduled appointment from the list, a patient has the option to cancel (if enabled) or print the appointment.

    If a patient selects Cancel, then the schedule appointment is canceled after the patient selects Yes from the pop-up.

    You can turn the cancel appointments option on or off in the Appointment Preferences setting. If the cancellation option is disable for patients, or if it is within the disallowed time range (e.g., 2 days before), then the patient will see the following message: "NOTE: Cancel Appointment feature not available. Please contact the office to cancel your appointment."

    If a patient selects Print, then the browser's print functionality launches.

    Other Information

    If direct scheduling is enabled and real-time availability is off, and one or more of the selected search parameters (location, resource, or appointment type) is not set as available for direct scheduling, then the patient will be redirected to the appointment request page.

    If no results are found based upon a patient's selected search parameters, the patient will see "Warning! No results found. Try again."

    Configuring Appointment Requests

    If your practice chooses not to use the direct scheduling feature, but wants to allow patients to request appointments through the portal, deselect Allow patients to direct schedule qualifying appointment types and select Allow patients to request appointments.

    If you select Allow patients to request appointments and Show real-time availability, your patients will then be able to view the real-time availability of those resources that you have made available for appointment requests.

    If you select Allow patients to request appointments and do not select Show real-time availability, the following options will then display:

    • Show location options from the locations checked in Locations. If selected, you can also Require patients to select a location.
    • Show provider options from the providers checked in Resources. If selected, you can also Require patients to select a provider.
    • Allow patient to select preferred day(s). If checked, you must select at least one day.
    • Show time of day for selection (Morning or Afternoon).
    • Show time frame, or how soon they want the appointment.
    • Show priority picker, or which selection is most important.
    • Whether to Show locations when patients look at their Scheduled Appointments.
    • Whether to Show a map. This displays a link to Google Maps for Scheduled Appointments.

    Similar to Direct Scheduling, locations, resources, and appointment types must be made available for appointment requests in order for your patients to request appointments in the portal. See the Availability Settings for Locations, Resources, and Appointment Types topic for more information on setting availability for appointment requests.

    Requesting an Appointment in the Portal

    Request Appointment with Real-Time Availability Enabled

    If your practice enables real-time availability for appointment requests, your patients will see the following workflow:

    1. Select My Appointments and then select Request.
    2. Select + New.

    3. Select a Reason for Visit.
    4. Select a provider and location (the location address appears).
    5. Select a preferred date.
    6. Select Search.

    If a patient does not have a preferred provider or location set in My Profile, then the patient will see a pop-up after selecting Search that offers to set the selected provider or location as a preferred contact.

    7. On the next page, select a time slot from the provider's schedule. Select the More button to view additional time slots (if available) for any day.

    8. On the next page, review the scheduling information prior to submission. Enter in any additional information under Notes.
    9. Select Submit when finished.
    10. After submission, a confirmation page appears.
    11. Patients can click on the Map link to view your provider's location and for directions through Google Maps.

    Request Appointment with Real-Time Availability Disabled

    If your practice disables real-time availability for appointment requests, your patients will see a workflow similar to the one below. This workflow depends on the options your practice selected when configuring appointment requests.

    1. Select My Appointments and then select Request.
    2. Select + New.
    3. Select a Location and Provider (in this workflow both are required).
    4. Select from the How soon? drop-down.
    5. Select Preferred Day(s).
    6. Select a Time preference.
    7. Select from the What is most important to you? drop-down.
    8. Enter a Reason for visit (required).
    9. Select Submit.

    10. The Success page appears.

    View Requested and Scheduled Appointments

    To view scheduled and requested appointments, select either Scheduled or Request and then select an appointment. The Scheduled or Requested appointment summary page appears.

    Other Information

    The workflows above (with or without real-time availability enabled) rely on your practices association of resources to locations. After associating locations and resources, your patients will be able to request appointments that more closely aligns with your resources' and locations' availability. For example, if patient Lawrence Green selects Dr. Cutter from the Physician drop-down menu when requesting an appointment in the portal, then she will only see those locations that you have added to Dr. Cutter's availability. Likewise, if Lawrence Green selects a location from the Location drop-down menu, then only those physicians available at that location will display. For more information on associating resources and locations, see the Availability Settings for Locations, Resources, and Appointment Types topic.

    Confirmation in Prime Suite

    For Prime Suite customers, any time a patient schedules or cancels an appointment in the Patient Portal a task is created for the scheduled or canceled appointment.

    • A scheduled appointment will have the Task Type "General Task", and the Subject "Scheduled Appointment via Greenway Patient Portal."
    • A canceled appointment will have the Task Type "Patient Portal Appointment Cancellation", and the Subject "Canceled Appointment via Greenway Patient Portal."

    To view a schedule or canceled task in Prime Suite:

    1. Select Open Task List under Actions.
    2. In the My Tasks window locate the scheduled or canceled task.

    3. Double-click on a Task to open it.
    4. In the Comment section of the task, you will see the Appointment Type, the Resource, Location, Appointment Date and Time, and any patient entered notes.

    The names listed here for Appointment Types, Resources, and Locations are the names as it appears in Prime Suite and not the alias name in the Portal.

    Confirmation in Intergy

    For Intergy customers on v12.00 and above, after a patient schedules an appointment in the Portal, the patient's appointment is visible in the same time slot in the Appointment Scheduler as selected in the Portal.

    Additionally, anytime a patient schedules or cancels an appointment a task is created in Intergy.

    • The Online Appt Schedule (OSAPT) task is created when an appointment is scheduled successfully on the Greenway Patient Portal.

    • The Online Appt Cancel (OCAPT) task is created when an appointment is canceled successfully on the Greenway Patient Portal.

    Additional Information for Intergy Practices

    For Intergy practices, when using direct scheduling some appointment slots may be available, but a patient cannot schedule an appointment for these slots. This can occur if a reason class in the Intergy system is set up to allow a time reserved for the reason class to be used by other reason classes.

    If one or more reason classes have been set up in Scheduling Maintenance with the Time reserved may be used by other classes check box selected, and the patient searches for a list of available appointment slots on the Greenway Patient Portal for a given reason code, some appointment slots returned may belong to a different reason class than that of the given reason code. Appointment slots belonging to a reason class other than that of the given reason code cannot be scheduled online.