Skip to main content

Patient Booking Flow

This section describes the complete journey a patient follows when booking an appointment through Turno. Understanding this flow is essential for administrative staff who need to assist patients by phone or WhatsApp when questions arise.

Multi-Channel Access​

Patients can access the booking system through two main channels:

  • Direct Link / Portal: The clinic provides a URL (e.g., turno.now/your-clinic) where patients can book 24/7 without calling. This link can also be presented as a QR code at the reception desk.
  • WhatsApp Integration: The system is deeply integrated with WhatsApp. Patients receive booking confirmations, reminders, and can confirm, cancel, or reschedule by replying to automated messages.
info

Patients do not need to download any app or create an account. Everything works through the mobile browser and WhatsApp, keeping the experience simple and accessible.

The Step-by-Step Booking Process​

When a patient clicks your clinic's booking link, they follow this sequence:

Step 1: Service selection​

The patient chooses the type of consultation or medical service they need (e.g., General Consultation, Follow-up, Surgery Preparation).

Step 2: Professional selection​

The patient can either:

  • Choose a specific provider by name
  • Select "First Available" (Primer disponible) to see the soonest openings across all qualified professionals

Step 3: Date and time​

A clean calendar view displays available slots. Only times that respect the provider's schedule, break periods, and clinic rules are shown.

info

If the selected day is fully booked, the system will not allow scheduling but will automatically offer the option to join the waitlist for that day.

Step 4: Patient information​

The patient enters their personal details:

FieldRequiredNotes
NameYesUsed to identify the patient in the clinic agenda
WhatsApp NumberYesEssential for receiving reminders and the self-management link
DNI (ID Number)OptionalCan be provided later at the clinic
Insurance (Obra Social)OptionalCan be completed at check-in if not available during booking
tip

Tip for staff: If a patient books online without entering their insurance information, remember to ask for it when they arrive at the clinic to complete their file.

Step 5: Review and confirm​

A final summary screen shows all the booking details before the patient confirms. Once they click "Confirmar Turno":

  1. On screen: A confirmation summary appears with all appointment details.
  2. Via WhatsApp: An automated message is sent with the confirmation and a self-management link.
  3. Self-management: Through that link, the patient can cancel or request a reschedule without calling the clinic.

Key Patient-Facing Features​

Waitlist (Lista de Espera)​

When a patient cannot find an available slot on their preferred day:

  1. They are offered the option to join the Waitlist.
  2. If an admin moves an appointment (via drag-and-drop) or someone cancels, the system sends a WhatsApp notification to the waitlisted patient.
  3. The patient clicks the link in the message and chooses whether to take the open slot. If they accept, the system automatically updates the calendar.

Automatic reminders​

24 hours before the appointment, the patient receives a WhatsApp reminder message. This significantly reduces no-show rates without requiring any staff action.

Self-management​

Patients do not need an account or password. They manage their appointments using:

  • A confirmation code provided at booking
  • A direct link from their WhatsApp messages

Through these, patients can confirm attendance, cancel, or request a different time.

Multi-language support​

The booking interface supports Spanish, English, and Guarani, ensuring accessibility across the diverse patient base typical of Latin American clinics.

The Automated Waitlist in Detail​

The waitlist is one of Turno's most powerful capacity optimization features:

  1. Patient signs up for the waitlist when their preferred day is full.
  2. A slot opens because of a cancellation or an admin rescheduling via drag-and-drop.
  3. System notifies the waitlisted patient automatically via WhatsApp.
  4. Patient accepts the slot through the link in the message.
  5. Calendar updates automatically without staff intervention.

This entire process happens without a single phone call from the clinic.

Tips for Explaining the System to Patients​

When assisting patients who are unfamiliar with online booking, use these talking points:

  1. "You don't need to download any app." Everything works from the phone's web browser.
  2. "Just enter the basics." If you are in a hurry, provide only your name and WhatsApp number. Insurance and ID can be handled when you arrive.
  3. "Make sure your WhatsApp number is correct." That is where your confirmation and reminder will arrive.
  4. "You can manage your appointment from WhatsApp." Use the link in the confirmation message to cancel or reschedule without calling.