This guide will walk you through setting up your patient mobile app hours and configurations, inviting patients to the app, and additional settings to customize the app's behavior.
Resources:
Attached to the bottom of this article - A patient-facing guide on how to set up their app account (in English and Spanish).
1. Getting Access to the Patient Mobile App
During the onboarding process, you were given the option to add the patient mobile app. If you initially declined but would now like to add it, simply contact support at [email protected] or reach out via the support widget in KD to request access.
2. Step 2 - Adding Patient App Permissions to Users:
Grant access to the app for your team members by adjusting their permissions. Here's how:
Navigate to the users page.
Click on the specific user.
Go to the permissions tab.
Under feature permissions, select "Patient App" from the dropdown menu.
2. Setting Up Mobile App Settings
To configure the mobile app settings:
Ensure you have the patient app permission assigned to your user.
Navigate to Settings > Initial Setup > Mobile App.
If you do not see this option, your user does not have the required permissions. Contact a system admin at your office to add it.
3. Configuring Mobile App Hours:
Ensure your office's mobile app hours are correctly set up:
Log into your location.
Go to Settings.
Proceed to Initial Setup.
Select Mobile App Hours. (This option is visible only if you have mobile app permissions added to your user).
Add New Hours.
Details to Configure:
Provider(s): Select the provider's calendar for scheduling.
Appointment Type(s): Choose eligible appointment types that you would like a patient to be able to schedule themselves in the app.
Day of Week (optional): Specify which days appointments can be scheduled.
Start Time and End Time: Set the eligible time block for scheduling.
Please be as detailed as possible in setting up your time blocks.
You cannot use the same start and end time. Ex: 9:00 am - 9:00 am.
Make sure you have the AM/PM selected correctly on every time selected.
Ex: 1:00 pm - 4:00 am ← the am is incorrect in this example.
Start Time(s) (optional): These just indicate the beginning time that an appointment can fall on. This will typically correlate with the time intervals going down the left side of your calendar.
For example, if my appointment times are every 15 minutes (9:00 am, 9:15 am, 9:30 am, 9:45 am), then my start times would be 00, 15, 30, 45. These are optional
Use Cluster Booking: Encourages booking in already scheduled time slots, but patients can view more times.
Allow Overbooking: Allows booking in fully booked time slots if enabled.
Scheduling Logic:
The app checks your configured mobile app hours first and then your calendar's availability. If the calendar can accommodate the appointment within the allowed settings, the time will appear as an option to the patient. If not, it won’t be shown.
4. App Scheduling Messages
Create messages that appear when patients schedule within specific dates. For instance, if running a promotional event, set a message to remind patients about the offer during a specific time frame.
5. Cancel and Reschedule Rules
After configuring your hours, scroll to the bottom of the mobile app hours page to set up your cancel and reschedule rules. Hide provide will simply hide the calendar provider's name on the patient's appointment list in the app.
There are three levels for setting up cancellation and rescheduling rules:
Default Rules: Apply across all appointment types.
By Appointment Category: More specific rules based on the category of appointments (e.g., Adjustment or Massage).
By Appointment Type: The most specific rules, tailored to individual appointment types.
Note: More specific settings override broader ones.
Reminder: If you do not set up cancel/reschedule rules, or the patient attempts to cancel or reschedule outside of the allowed timeframe, those options will not appear for patients in the app, and they will need to contact your office directly.
The example below dictates the following for patients:
Can reschedule adjustment appointment up until 1 hour before the scheduled appointment time.
Can cancel adjustment appointment up until 1 hour before the scheduled appointment time.
Can reschedule massage appointment up until 1 day before the scheduled appointment time.
The patient cannot cancel a massage since it is disabled.
6. Additional Mobile App Features
Hide Provider: Hide the provider’s name when appointments are listed in the app.
Allow Check-Ins: Enable or disable patient check-ins via the app.
Document Types: Choose which document types (e.g., x-rays, EMG, posture analysis) patients can view within the app. This applies office-wide, not on a per-patient basis.
Test It Yourself:
Encourage each staff member to set themselves up as a patient in the office, send themselves the app invite email, and set up themselves as an app user. This hands-on experience enables them to familiarize themselves with the app's features and better assist patients in managing their appointments confidently.
Inviting Patients:
To send an app invite to a patient, follow these steps:
Navigate to the patient's profile.
Click on the gray "Patient App" button.
Select "Send Invite."
Please note that invites must be sent manually for each patient. Due to HIPAA regulations, you cannot send a bulk invite email to all your patients.
ChiroHD will send the invite email to the address listed in the patient's profile. The app is linked in real-time to this email address, so it is crucial to ensure the patient's email address is valid.
Important: Instruct your patients to open the invite email on their PHONE. If they open it on a computer, they will not be able to set up their app account. Also, app invite links expire after one week.
App Invite Messages & Their Meanings:
When you click on the "Patient App" button in the patient profile, you will see various messages indicating the status of the patient's app account setup.
1. No Invite Sent -
This message indicates that the patient has not yet been sent an invite to the app. The office just needs to click "Send Invite."
2. Invite Sent, Not Set Up -
This message indicates that the patient has been sent an invite but has not yet set up their app account. If the patient is experiencing issues with the app, click "Resend Invite" as the invite email link expires after a week.
3. Invite Sent and Account Set Up -
This message indicates that the patient has been sent an invite and has successfully set up their app account. If the patient is having trouble logging in, they can click "Forgot My Password" on the app login screen.
Troubleshooting Patient Login Issues
If a patient reports trouble logging in:
Check the status of their app invite from their profile.
Resend the invite if needed, and remind them to open the email on their mobile device. A patient cannot set up their password
Verify that the patient has completed the initial app setup.
Gradient Colors for App Scheduled Appointments
Appointments scheduled through the app will appear in a gradient color on the office calendar, distinguishing them from standard appointments.
Uploading Documents via the App
Patients can upload images of their insurance cards through the app. These images will be saved in their patient profile under documents but will not update any policy details.
11. Quick Tips for Setting Up and Using the Patient App
Test the App Yourself: Set up a patient profile for yourself and go through the app setup process. This helps you understand the app experience and allows you to address patient queries more effectively.
App Setup: The setup process is simple. Patients download the app via the invite link and then set their password.