Engage: Appointment Configuration

Engage lets patients book appointments with your practice online, extending your visibility and streamlining the booking process while reducing administrative time. To power this, you configure your sessions, appointment types, providers, and practice so each is visible and available for booking in Engage. Configuration also covers optional appointment cancellation thresholds and Stripe payments, so patients can discover your services, book with confidence, and pay online where enabled.

Contents:

1. Video Tutorial

2. Session Configuration

3. Appointment Type Configuration

4. Provider Configuration

   • Adding a Cancellation Threshold for Appointments

5. Practice Configuration

6. Patient Appointment Booking Workflow

7. Stripe Payments for Appointments

8. Troubleshooting

Video Tutorial

To assist with configuring Engage, we have recorded a short video that shows all areas that must be configured to power the appointment booking workflow in Engage.

Session Configuration

Sessions must be configured to be visible in Engage, so patients are aware of the available times.

1. Open More

2. Open Settings 

3. Select Appointments 

4. Select your Practice

5. Open Sessions

6. Select a Session

7. Ensure that the Calendar field is set to Community

   ℹ️ Note: If an Appointment Type has been excluded from a Session, it will also be excluded from being booked through Engage.

    

Appointment Type Configuration

You then need to enable Appointment Types for use in Engage. This will enable a patient to book an appointment of this type in Engage. If you don't want the Appointment Type to be available for booking on Engage, do not tick Show in Engage.

1. Open More

2. Open Settings

3. Select Appointments 

4. Select your Practice

5. Open Appointment Types

6. Select an Appointment Type

7. Ensure that the Show in Engage box is ticked

   ℹ️ Note: If an Appointment Type does not have Show in Engage ticked, then patients will be unable to book that Appointment Type via Engage.

Provider Configuration

Next we must ensure your providers are visible and available for booking appointments through Engage.

1. Open More

2. Open Settings 

3. Click Subscription Details

4. Open Users

5. Click on the name of the user

6. Open the Biography tab

7. Under Services, ensure that Add my user profile to the MediRecords Community and Contact List is ticked

   ℹ️ Note: If a provider has not ticked "Add my user profile to the MediRecords Community and Contact List", then patients will be unable to book appointments for the provider via Engage.

Adding a Cancellation Threshold for Appointments

If you would like to set a time limit on the cancellation time of an appointment, you can do so on your Provider settings.

1. If you are configuring for yourself, click on the Person Icon on the top right hand corner > Preferences > Appointments.

2. If you are configuring for another user, go to More > Settings > Subscription details > Users > Select User > Configure > Appointments

3. Selecting the number of Days and Hours in these fields determines when the Cancel Appointment button is disabled for patients cancelling an appointment in Engage. If a patient tries to cancel an appointment too close to the scheduled appointment time, the Cancel Appointment button will be disabled, with a tooltip explaining why the appointment can no longer be cancelled online.
   
   The maximum number of days you can configure is 30 days. The maximum number of hours is 23 hours.

Practice Configuration

Finally, once all of the above is configured, you can publish your Practice to Engage.

1. Open More

2. Open Settings

3. Click Subscription Details

4. Open Practices

5. Click on the practice

6. Open the Biography tab

7. Under Services, ensure that Show in Engage is ticked

   ℹ️ Note: If "Show in Engage" is not ticked against the Practice, patients will be unable to see and book appointments for that Practice via Engage.

Patient Appointment Booking Workflow

If you would like to see the patient's workflow for booking, confirming, and cancelling appointments within Engage, you can refer to and share this article with your patients: Appointments: Bookings, Confirmations, and Cancellations.

Stripe Payments for Appointments

Medirecords Engage supports online payments through Stripe, allowing patients to securely pay for appointments during the booking process. When Stripe is configured and enabled for appointment types, payment can be collected at the time of booking, helping to reduce administrative follow-up and improve payment collection.

To use Stripe payments, you must first configure your Stripe integration and connect your Stripe account.

For detailed setup instructions, configuration requirements, and payment workflow information, see the Engage Stripe Payments article

Troubleshooting

Appointment Type Not Available to Book in Engage

Cause: The Appointment Type has been excluded from the Session, or the Appointment Type does not have Show in Engage ticked.

Resolution: Check that the Appointment Type is not excluded from the relevant Session under Session Configuration, and confirm Show in Engage is ticked for the Appointment Type under Appointment Type Configuration.

Escalate: If the Appointment Type is still not available to book after confirming both settings, contact MediRecords Support.

Provider Not Available to Book in Engage

Cause: The provider has not ticked Add my user profile to the MediRecords Community and Contact List under their Biography tab.

Resolution: Open the provider's user profile, go to the Biography tab, and under Services ensure Add my user profile to the MediRecords Community and Contact List is ticked.

Escalate: If the provider is still not available to book after this is ticked, contact MediRecords Support.

Practice Not Visible in Engage

Cause: Show in Engage has not been ticked against the Practice.

Resolution: Open the Practice's Biography tab and, under Services, ensure Show in Engage is ticked.

Escalate: If the Practice is still not visible after this is ticked, contact MediRecords Support.

Patient Cannot Cancel an Appointment in Engage

Cause: The appointment falls within the configured cancellation threshold, so the Cancel Appointment button is disabled with a tooltip explaining why it can no longer be cancelled online.

Resolution: This is expected behaviour once the threshold is reached. Review the Days and Hours configured under Adding a Cancellation Threshold for Appointments if the threshold needs adjusting.

Escalate: If the button is disabled outside of the configured threshold, contact MediRecords Support.

Further Reading

• Engage: Inviting Patients