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Scheduled appointments

When your organisation enables patient self-booking, patients pick a time slot directly from a hosted booking page. The appointment is held in your calendar as soon as they confirm. This page explains how scheduled appointments work from your perspective.

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How an appointment reaches your calendar

  1. The patient lands on the hosted booking page (linked from your partner’s site) and chooses a time slot during one of your published availability windows.
  2. Your slot is briefly held (typically 15 minutes) while the patient completes the booking flow.
  3. The patient confirms. The appointment moves to confirmed and is reserved for you.
  4. If the patient does not confirm in time, the hold expires and the slot becomes bookable again.

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Where to see your appointments

Open the Appointments entry in the sidebar to see every appointment scheduled with you. The default view shows upcoming active appointments; you can filter by status (held, confirmed, cancelled, expired, completed, no-show) or by date range to dig into history.

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Joining the video call

Each scheduled appointment maps to a persistent meeting room linked to you. You always land in the same room for the same patient on the same day, regardless of the booking flow they used.
1

Open the meeting room

Use the Meeting entry in the sidebar to enter your persistent room. Cross-reference your upcoming Appointments list to see who you’re meeting next.
2

Join the call

Click the join button. Your browser will request camera and microphone access.
3

Wait for the patient

The patient joins through their own join link. If they’re not there yet, you’ll see the waiting room.

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Join window

You can open the room from 10 minutes before the appointment starts until 60 minutes after the scheduled end time. Outside that window the join action is disabled. This window covers normal cases:
  • Patient arrives early → you join early and wait.
  • Consultation overruns slightly → you stay in the room past the scheduled end.
  • Patient is late by up to an hour → you can still meet without rescheduling.
For longer delays, ask the patient to rebook or coordinate with support.

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Cancellations

You can cancel an appointment from its detail page when something prevents the consultation from happening (you’re unavailable, the patient asks to cancel, etc.). A reason is required so support and the patient understand what happened. If the patient cancels from their side, the appointment status changes to cancelled and it drops out of your active list.

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No-shows

If the patient does not join within the window, mark the appointment as no_show once the join window closes. This is used for billing and reporting and is distinct from a cancellation.

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Availability windows

Your bookable hours live under the Availability entry in the sidebar. Each window is a recurring weekly slot (e.g. Monday 09:00 – 11:00) during which patients can book you. From the availability page you can:
  • Add a window. Choose a day, start time, end time (in minutes since midnight, e.g. 540 = 09:00), and an optional buffer between consecutive slots.
  • Edit a window. Change its times or toggle it off without deleting — useful for temporary pauses.
  • Remove a window. Soft-deletes the rule; patients will stop seeing slots in that block.
Validity periods (valid_from / valid_until) can be applied when you need a rule to apply only for a date range; contact support if you need help wiring those up.

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Frequently asked questions

Briefly held slots (status held) don’t appear in confirmed lists until the patient finishes the flow. If they didn’t confirm, the hold expires and the slot returns to your availability.
The hold + confirm flow prevents this in normal operation. If you ever see it, contact support — they can re-allocate one of the patients without losing the booking history.
Yes — the cancellation reason is shown on the appointment detail page.