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Setting Up Your Patient Mobile App Hours, Settings, and Office Demo

Guide to setting up mobile app hours, permissions, and features in ChiroHD for patient scheduling and self-check-in.

Updated over 2 weeks ago

📝 Overview

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. Adding Patient App Permissions to Users

Grant access to the app for your team members by adjusting their permissions:

  • 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


⚙️ 3. 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.


🕐 4. Configuring Mobile App Hours

  • Log into your location

  • Go to Settings > Initial Setup > Mobile App Hours
    (This option is visible only if you have mobile app permissions)

  • Click Add New Hours

🔧 Details to Configure:

  • Provider(s): Select the provider's calendar for scheduling

  • Appointment Type(s): Choose eligible types patients can schedule

  • Day of Week (optional): Specify days for scheduling

  • 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: Enables scheduling even if the slot is full


🧠 Scheduling Logic:

The app checks your configured mobile app hours first and then your calendar availability. Only eligible times will appear to patients.


💬 5. App Scheduling Messages

Create custom messages that appear when patients schedule within specific dates. Example: Promotions, reminders, events.


6. 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.

🏷️ Three Levels of Rules:

  • Default Rules: Apply to all appointment types

  • By Appointment Category: Category-based rules

  • By Appointment Type: Most specific and overrides broader settings

⚠️ If no rules are configured or a patient tries to cancel outside allowed times, cancel/reschedule options will not appear.

🔄 Example:

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.


📱 7. Additional Mobile App Features

  • Hide Provider: Hide provider’s name from appointment list

  • Allow Check-Ins: Enable patient check-ins via app

  • Document Types: Choose what patients can view (e.g., x-rays, EMG)
    Applies office-wide


🧪 8. Test It Yourself

Each staff member should:

  • Set themselves up as a patient

  • Send themselves the app invite

  • Set up their own user account

🎯 This helps team members learn the app and guide patients better.


✉️ 9. Inviting Patients

To send an invite:

  • Navigate to the patient's profile

  • Click the gray "Patient App" button

  • Click "Send Invite"

Screenshot 2024-05-21 at 10.02.06 AM.png

⚠️ Invites must be sent manually. Due to HIPAA, bulk invites are not allowed.

💡 Make sure the email in the patient's profile is valid.

📱 Patients must open the invite email on their PHONE. Links expire after 1 week.


🔍 10. 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."

Screenshot 2024-05-21 at 10.03.03 AM.png

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.

Screenshot 2024-05-21 at 10.30.12 AM.png

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.

Screenshot 2024-05-21 at 10.37.11 AM.png

🛠️ 11. Troubleshooting Patient Login Issues

  • Check invite status from the patient profile

  • Resend if needed

  • Remind them to open the link on their mobile device

  • Ensure the patient has completed the setup process


🐠 12. Gradient Colors for App-Scheduled Appointments

Appointments booked via the mobile app appear in gradient color on your office calendar to distinguish them.


📤 13. Uploading Documents via the App

Patients can upload images of their insurance cards through the app.
These images are saved in their patient profile > documents, but do not update insurance details automatically.


Key Takeaways

  • Patient mobile app setup requires user permissions and office configuration

  • Set specific scheduling hours and appointment types for self-booking

  • Customize messages, cancellation, and reschedule rules per appointment type

  • Enable optional features like check-ins and document visibility

  • Appointments from the app are visually distinct on the calendar

  • Manually invite patients—bulk invites are not HIPAA-compliant

  • Ensure patients open invites on their mobile devices


📌 Conclusion

The ChiroHD Patient Mobile App enhances the scheduling experience for both staff and patients. With customizable features, clear control over availability, and real-time connectivity, clinics can provide seamless and professional care access. Testing the app internally ensures confidence in helping patients make the most of their mobile experience.

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