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Chapter 5: Patient Experience

Jane University: Front-Desk Staff Training

Pro Tip: We recommend heading over to Jane’s Demo Clinic to practice as you learn! Contact us to request access.

Chapter 5: Patient Experience

Jane makes it ridiculously simple for patients to book their own appointments online. With a few clicks of their mouse, they can see which time slots are available and add one or more appointments — in real time — to your clinic’s schedule. Patients also have access to a My Account area where they can manage upcoming appointments, complete intake paperwork and view shared documents. In this chapter, we explore the patient experience with Jane.

Helping Patients Log In:

In order for your patients to start booking appointments with you online and access their “My Account” page, your patients will need to set up a username and password. For patients who are already in your patient list, you can send them a Welcome Email which will give them access to their existing profile by creating a username and password. A patient Welcome Email can be sent from the Patient’s profile, by clicking the “Welcome” button in the menu on the right:

You can also add a note to the email if you like.

They will get an email that looks like this (but branded to your clinic) where they can follow the link to set up their account:

Pro Tip: When you first start up with Jane, one of the things you might consider is sending out a Mass Welcome Email.

The intention of this email is to notify your clients that you have a new online booking system and they already have a profile. This is especially helpful if you have imported clients from another database OR if you are starting up with online booking for the first time. Full Account users will have access to send this email. Learn more about using the Mass Welcome Email here.

Practice Drill 🏈

Let’s try out sending the Welcome Email to an existing patient. This gives them access to set up a username and password for online booking and access to the client portal area.

Instructions:

  • At the Jane Demo Clinic, head to the Patients tab.
  • Hop into the patient profile for Lucas Bouchard.
  • Scroll down to find the Username/Login area.
  • Use the Welcome button to email the Welcome Email to Lucas.

Touchdown! 📣

Booking an Appointment Online for New Patients:

All new patients can create a new account on your clinic’s online booking site to get started. In the video below, we go over the workflow of creating a new account and booking an appointment as a new patient.

Watch how to create an account and book an appointment online:

Troubleshooting

If you’re trying to help a patient who is having trouble logging in to their online booking account, here are two great tips on how to help them:

Tip #1: View the patient’s profile and check if there is a username on file for them. They will only have a username if they have previously set up an online booking account. They might just need a reminder of their username.

Tip #2: Or, if they’ve forgotten their password, click the “Send Password Reset Email” to send them a link to update their password.

If they do not have a username, click “Send Welcome Email” to send them a link to set up their username and password for the first time.

Duplicate Profiles:

Sometimes patients end up creating a duplicate profile in the system and, when they log in, they don’t see their appointment history. If this happens, search for the patient, see if there is a duplicate and, if there is, you can merge the two profiles.

My Account Portal

Jane gives patients access to a My Account portal area when they can view their upcoming appointments, and cancel or reschedule visits. Practitioners can post documents, notes and chart entries to a patient’s account. This is great for exercise instructions, lab results, and x-rays. This account area can be accessed by signing in from your Jane booking site or after completing the booking process. Learn more about the My Account area here.

Online Intake Forms

Jane allows you to create online intake forms, which can be sent out to first-time patients of particular disciplines or practitioners. Intake forms are sent by email, and can be set to send out automatically or manually from the patient profile.

To explain a little bit more about how Intake Forms work in Jane, when emailing an intake form– Jane is emailing a link to the patient portal so that the patient can fill out any assigned intake form(s) securely within their profile– so no matter how many intake forms are assigned to a patient, they will still only have one link in their appointment reminder email.

Here’s an example of the intake form email:

If your patient has booked an appointment, but has not yet completed the relevant intake form, Jane will continue to prompt users to fill out the intake form on all communication sent out before the patient’s initial appointment.

When a patient clicks the “Fill Out Intake Form” link, Jane will open all required intake forms to be completed. It will go a little something like this:

To send out an intake form manually, you can use the “Email Intake Form” button in the Patient’s Profile. You will also be given the option to “Fill Out” the Intake Form in clinic, either by entering their information administratively or by passing a device to the patient. This will load up the intake form and lock the patient out of the rest of Jane. The staff member will have to re-enter their password to access Jane’s administrative side.

Practice Drill 🏈

Let’s practice manually sending an online intake form to a patient.

Instructions:

  • At the Jane Demo Clinic, head to the Patients tab.
  • Hop into the patient profile for Jacob Gill.
  • Scroll down to find the Online Intake Form area on the right.
  • Use the Email button and select a form from the drop down menu. Click to email the intake form to Jacob!

Touchdown! 📣

If you’d like to learn more about using intake forms, we have this great article that gets down to the nitty-gritty:

Intake Forms for a Multi-Disciplinary Practice

Jane Tip! Appointment reminders are a great way to reduce the number of forgotten or missed appointments at your clinic. You can enable Jane to send out automatic email and text message (SMS) reminders to patients before each appointment. Hooray!

You can decide and configure whatever options you’d like to offer in the Settings, under Reminders as a Full Access user. Here’s an example:

Printed and Emailed Receipts

Most of us have trouble keeping track of our receipts, and nobody likes waiting around to receive new copies. Enter emailable invoices. This is a patient favourite!

You can print, re-print, or email a receipt any time after a patient has been billed.

For recent transactions, the quickest way to print or email receipts is to click on the appointment in the schedule to show the Appointment pane.

Click on the down arrow button affixed to the right side of the “Pay” button. From the drop-down menu, select to print or email the receipt.

Pro Tip: Learn how you can add upcoming appointments to the bottom of a patient’s receipt. Click here to see how!

You are so close! Let’s make our way to the finish line in Chapter 6.

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