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This guide provides information on how to rebook an existing client when a consultant has both Open and Ad hoc calendar types.

Understanding Open + Ad hoc calendar types

When a consultant has both an Open and Ad hoc calendar type, it’s important you understand how they are used and how to correctly rebook an existing client. Applying an appointment to the wrong calendar type can result in an incorrect payment rate.

Ad hoc calendar

When a consultant has both calendar types, the Ad hoc calendar is used when the Open calendar is full, or in special circumstances where the Open calendar is not the appropriate one to use. You may need to liaise with your Clinical Manager contact person from Converge International before booking an appointment in your Ad hoc calendar.

Ad hoc availability times are tentative and requires Converge to contact the Consultant or Practice Admin to confirm if the consultant is available before creating an appointment - once the Consultant or Practice Admin confirms availability for a particular time and date, Converge can then book or rebook the appointment.

Open calendar

Open calendar (also sometimes known as Urgent Phone or UP) is a set amount of time you’ve dedicated to Converge clients. This calendar indicates you are available and it’s expected that you are free during your Open calendar hours and days. Converge can schedule appointments into your Open calendar without needing to confirm your availability and with as little as 1 hour notice. You are notified by email and/or text of Open calendar bookings.

When rebooking existing clients you must use your Open Calendar via the “rebook with same consultant” / “rebook with me” function when rebooking clients. Only use your Ad hoc schedule via Manual booking when your open schedule is full, or if there are special circumstances.

Step 1: Navigate to your consultants' profile

As a practice manager, you’ll need to sign into your practice manager account and then navigate to your consultants' profile. After logging in:

  1. From the left menu, select “Consultant Search” and find the consultant from your practice.

  2. If your practice has plenty of consultants, use the search bar in the Consultant search.

  3. When you’ve found the consultant you want to action from, click the consultant name.

Step 2: Navigate to the “Past Due & Upcoming Appointments” or “Appointments & Payments” tab

  1. Next, in the consultants' profile, scroll down to the Calendar sub-menu tab,

  2. Then, click “Appointment” from the menu tab below,

  3. Then from the sub-menu below that, click either “Past Due & Upcoming Appointments or “Appointments & Payments” tab.

  • Select Past due and upcoming payments tab if the client has an upcoming appointment or an appointment that has not been completed yet.

  • Select Appointments & Payments tab if the client has no upcoming appointments scheduled, but has had sessions completed in the past.

Step 3: Filter search to find the client

In either the Past due & Upcoming Appointments or Appointments & Payments tab,

  1. In the “Clients Name” column header, click the filter button (dotted triangle).

  2. Either select (tick) a client from the list or type the first or last name of the client in the text field

  3. Click Apply to show only that clients' session history

Once you find the client, click the blue APP-XXXX button on the left side of the most recent appointment.

Step 4: Navigate from the Appointment to the Assist Case

Next, after clicking the appointment button from the previous step, you’ll be taken to the Appointment detail window of that particular appointment.

  1. From here, click the “Parent Case” (Assist Case) link at the top.

Step 5: Task filter selection

  1. On the Assist Case page that loads, navigate to the “Task Filter” section of the page

  2. Next, look for ‘Select Consultant (allocation)” from the task filter. Depending on the last action to this appointment, this option may be further down the Task Filter list.

 If you don't see "Select consultant" or "Next steps" but can see "Wait for Appointment Completion (Response)", click here

If you don’t see “Select Consultant (Allocation)” and also don’t see “Next Steps” from the task filter, click “Wait for appointment completion (response)”.

  • On the next screen, click the blue “Yes (Continue)” button.

You can now proceed with this guide from Step 6

 If you don't see "Select consultant" or "Wait for appointment completion" but can see "Next Steps", click here

If “Select Consultant” or “Wait for appointment completion” does not appear in the task filter, but you do see “Next Steps”, you can follow these steps then proceed with the rest of this guide:

  1. Click “Next Steps”

You can now proceed with this guide from Step 6

Step 6: Next Steps

Next, you'll be presented with the "Review Client Sessions Summary" section.

  1. Navigate to the "Next Steps" drop down menu and select "Rebooking".

  2. Click the blue button “Proceed to rebooking” that appears.

Step 7: Add appointment

On the next page, scroll down to the “Schedule / Review Appointments” section.

  1. Scroll down to the “Schedule / Review Appointments” section, where you’ll see any previous appointments listed.

  2. Below the most recent appointment, click “Add Appointment”

  3. After clicking “Add Appointment” from step 2, a clickable box will appear above. Click the “Please schedule an appointment using the…” box.

Step 8: Booking approach

After clicking the “Please schedule an appointment using the…” box, it will then reveal the “Select booking approach” options.

  • Click “Rebook with same consultant”

If you select “Retrospective” or “Manual”, follow the instructions here.

Step 9: Search for availability

Next, you’ll be using the Consultant Search to find availability in your Open calendar.

  1. Tick the date selection option

  2. Enter a time range for slots you want to search

  3. Select the start date and end date of the search range

  4. Confirm the modality of the appointment

  5. Click Search for availability

 

You can also leave Date Selection unchecked and search with entire days.

Step 10: Review search results and confirm appointment

Next, review the search results and confirm appointment.

Click “Book Appointment” to confirm the time and date.

If you haven’t found an appropriate time or date, adjust the search parameters or modality options.

 

Step 11: Review session details

You’ll now be presented with a review of the appointment you are about to book. Confirm the time and date of the appointment. If the client is in a different time zone, you’ll see the conversion here.

  1. Review the appointment information and time (plus time zones if applicable)

  2. Scroll down and confirm the attendance option.

  3. Click Appointment confirmed if the information above is correct.

  4. Click the blue “Finalise Appointment” button to complete the rebooking/reschedule procedure.

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