The Patient Booking Experience

The Patient Booking Experience

This article describes what patients see when they open one of your online booking links. Understanding the flow helps you configure the best experience for your patients.

Step 1: Select Appointment Type

If the booking link allows multiple appointment types, the patient chooses one. Each option shows the name, description, and duration.

If the link is restricted to a single appointment type, this step is skipped.

Step 2: Choose Delivery Mode

If the appointment type supports multiple delivery modes, the patient selects one:

• In-person - attend at the practice (patient selects a location if there are multiple)
• Video - join a video call
• Phone - receive a phone call from the clinician

Step 3: Pick a Date and Time

The patient sees a calendar with available slots based on clinician availability and scheduling rules. They select a slot, which creates a temporary hold to prevent double-booking.

Step 4: Pre-Booking Questionnaires

If the appointment type has pre-booking questionnaires attached, the patient completes them now. Required questionnaires must be finished before proceeding.

Step 5: Enter Personal Details

The patient fills in their details:

• New patients - provide name, date of birth, contact details, and address. Additional fields may appear depending on your configuration (NHS number, gender, accessibility needs, etc.)
• Existing patients - enter their mobile or email to match their record, then confirm or update details
• Booking for someone else - the patient can indicate they are booking on behalf of a dependent and specify the relationship

Step 6: Payment

If the appointment type requires online payment, a Stripe payment form appears. The patient enters card details and pays before the booking is confirmed.

Step 7: Post-Booking Questionnaires

If configured, additional questionnaires are shown after booking. These are typically optional.

Step 8: Confirmation

The patient sees a confirmation screen with their appointment details. A confirmation notification is sent via email and/or SMS (depending on the appointment type's notification settings).

Tip: Test the full booking flow yourself before sharing the link with patients. Use a staff member's details to walk through every step.

What Happens If Payment Fails

If a patient's card payment fails during online booking, they are not left without options. Jump automatically sends them a recovery email containing a secure link.

From the recovery link, the patient can:

• Rebook — choose a new slot and try payment again
• Request a refund — if an amount was captured, they can request it be returned

The recovery link is valid for a limited time. If it expires, the patient will need to book again from scratch.

Note: All recovery actions are fully audited. You can see the recovery status and any associated refund records in the appointment's billing history.