How do I setup online booking at my NHS Federation

Online Appointment Booking For Your PCN or Federation

Booking appointments online with your GP is becoming increasingly popular, offering patients flexibility and convenience while reducing phone queues for GP surgeries. Here’s everything you need to know about how online appointment booking works, why it’s beneficial, and what goes into setting it up.

Online Booking Is A Contract Requirement

This ensures patients have quick access to healthcare services, whether they’re booking in advance or looking for same-day appointments. This accessibility means that more patients can book appointments online, helping reduce pressure on in-person and phone booking systems.

Setting Up Online Booking of Appointments | Step-by-Step Guide

Implementing online appointment booking takes a few important steps to make it functional and user-friendly for both practices and patients.

Step 1 | Ensure That Your System is Configured

The first step is making sure that your GP practice has the right systems and technology in place to support online bookings. Hero Health integrates with TPP's Systm1 and EMIS Web for GPs, EMIS Community and EMIS Clinical Services, and allows slots to be exposed to patients for online booking.

Step 2 | Decide What Your Online Appointment System Will Offer

Next, determine what kinds of appointments patients can book online. Options include GP consultations, nurse appointments, or visits with other healthcare professionals, such as pharmacists or physiotherapists. This clarity ensures patients book the right type of appointment based on their needs.

Step 3 | Review How Clinical Rotas and Appointment Types Are Set Up Within Your Clinical System

Look at the setup of rotas for your practice’s clinical staff. Different types of appointments will require varying time slots, and this step ensures that the online system accurately reflects the availability of each healthcare professional. Using Hero, you can configure 'Intake forms', requiring patients to complete a set of mandatory questions as part of their booking.

Step 4 | Decide the Number and Type of Appointments Available Online

Decide how many appointments you’ll make available for online booking. Keeping some appointments open for phone or in-person booking helps ensure that patients without internet access are also catered to. If you're using Hero Health as your solutions for NHS Online Booking, then in EMIS or TPP, based on your slot types used in the appointment book, slots will be made visible online.

Step 5 | Decide on a Maximum Number of Appointments That a Patient May Hold Over a Fixed Period

To prevent misuse of the online booking system, it’s wise to limit how many appointments any one patient can hold over a certain time. This ensures fair access for all patients and avoids unnecessary gaps in the schedule.

Step 6 | Remember to Link in Your Messaging Service

If you have a messaging service for appointment reminders, link it with the online booking system. Automated reminders can reduce no-shows and help keep appointment slots open for those who need them. Using Hero Health, you can configure automatic appointment reminders by SMS or Email.

Step 7 | Promote Your Online Booking Service

Once the system is live, let your patients know! Use posters in the surgery, messages on your website, and in-person reminders to spread the word. The more patients are aware, the more effective the online system will be.

Benefits of Online Appointment Booking

Online appointment booking has numerous advantages for both PCNs/Federations and their constituent GP practices.

Benefits to Practices

• Reduced call volumes: If Enhanced Access slots are made available for online booking at the Federation, fewer patients need to call the practice to book and staff can focus on other important tasks.

Benefits to Federations and PCNs

• Streamlined scheduling: An organized booking system helps ensure clinicians’ time is used effectively.
• Reduced no-shows: Automated reminders help patients remember appointments, leading to fewer missed appointments.

Benefits to Patients

• Convenience: Patients can book anytime, from anywhere, saving time on hold or waiting at the surgery.
• Increased availability: Evening and weekend appointments offered under Enhanced Access can be quickly checked and booked.
• Improved accessibility: Online booking allows patients with limited mobility or busy schedules to secure appointments easily.

Staff Briefing and Training

A smooth-running online booking system depends on informed staff. Regular training on the booking system’s functions and troubleshooting techniques is key. Staff should also understand the types of appointments available online so they can assist patients who may be unsure.

Offering online booking is a powerful way for GP Federations to modernize their services, making appointments accessible and convenient for all. With the right system, setup, and promotion, it benefits practices and patients alike while maintaining flexibility and access for everyone.