Rebook an existing client: Practices / Classic View

Owned by Christopher
Last updated: Oct 16, 2023 by Vi.Dang
5 min read

This guide provides information on how to rebook an existing client for practice admin’s and managers via Classic View.

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 (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 “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 & booking approach

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.

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

    • Click “Manual Booking”

    • Select “Retrospective booking” to add an appointment retrospectively that has already occurred in the past.

 

Step 8: Select your calendar

Before entering the appointment details, click the banner “Expand to select / update work schedule”. This will reveal your consultant’s work schedule.

  1. Click “Expand to select / update work schedule

  2. Review your calendar availability and select a calendar line which matches the time and date you want to book-in.

  3. When you’ve found the correct calendar to apply the appointment to, click the circle button next to the word “Available” on the right.

 

Step 9: Enter appointment details

Next, you’ll be entering the appointment details.

  1. Select your modality

  2. Select the date of the appointment (you can click the calendar to select a date)

  3. Select an appointment time

  4. Select “No” to manage all notifications for the client yourself.

  5. If you selected Video Call as modality, select Teams for Converge to create a meeting link. See note below

  6. Click the blue “Save” button below to save these changes.

For Video Call modality appointments, you’ll be asked if you want to use Zoom or Teams. If you select Teams, Converge will create a meeting link for both you and the client to join the meeting without a login needed. If you select Zoom, you will need to separately send a meeting link for the client.

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.