Patients

The Patients module centralizes all historical, communication, and document information for everyone treated at the clinic. It provides a 360-degree profile of each patient's behavior and needs.

Patient List Management

Smart search

Quickly locate patient records by searching:

• Name (first or last)
• Phone number
• DNI (national ID number)

Quick edit

Click the pencil icon next to any patient in the list to edit basic information directly without opening the full profile.

Merge patients (deduplicate)

If you discover duplicate records for the same patient:

1. Select the checkboxes to the left of the duplicate names.
2. Use the merge option to unify their histories into a single profile.

warning

Merging patients is irreversible. Double-check that the records truly belong to the same person before confirming. Look for matching phone numbers, DNI, or appointment patterns to verify.

Patient Profile: Summary

Clicking a patient's name opens their detailed profile with several key sections:

WhatsApp integration

A direct button takes you to the patient's WhatsApp chat. From the profile, you can also toggle Bot Automation on or off if you prefer to handle communication for that specific patient manually.

Internal notes (persistent)

Unlike appointment-specific notes that are tied to a single visit, profile notes stay permanently on the patient record. Use them for critical persistent information:

• "Latex allergy"
• "Requires wheelchair access"
• "Prefers afternoon appointments"
• "Payment arrangement in place"

tip

Keep internal notes concise, objective, and safety-relevant. Every team member who opens the profile will see them, so write for your colleagues, not just yourself.

Analytics and behavior

The system analyzes patient patterns automatically:

Metric	Description
No-Show Risk	An orange alert warns you if the patient has a high rate of missed appointments, suggesting you confirm manually before the visit
Attendance Rate	Percentage of appointments the patient actually attended
Most Frequent Service	The service type the patient books most often
Preferred Booking Pattern	Behavioral insight such as "Prefers Thursday mornings"

Restrictions (Do Not Schedule)

You can restrict a patient from booking with specific providers.

Effect:

• The patient cannot book themselves with that provider through the online portal.
• If an admin tries to book the patient with a restricted provider manually, the system will trigger a warning before allowing confirmation.

Use case: Patient-provider conflicts, clinical recommendations, or administrative policies.

History: Appointments and Chat

Appointment history

A complete list of all past and future visits, including:

• Date and time
• Service performed
• Provider seen
• Attendance status (completed, cancelled, no-show)

Chat history (integrated WhatsApp)

View the entire conversation history between the clinic and the patient. You can even compose and send WhatsApp messages directly from the Turno software without switching to your phone.

info

The integrated chat provides full context for patient interactions. Review the conversation history before making sensitive follow-up calls to ensure continuity.

Document Center

The Document Center allows you to digitize and store patient documents within Turno, keeping them organized and accessible without filling up WhatsApp storage on clinic phones.

Uploading documents

When uploading a file, you must:

1. Select the document type from the following categories:

   • Lab result
   • Diagnostic image
   • Prescription
   • Informed consent
   • Referral
   • General

2. Add a description with a clarifying note about the uploaded file.

Supported formats

The Document Center accepts PDF, JPG, and PNG files.

Best Practices

1. Merge duplicates proactively. Duplicate records fragment patient history and can lead to missed information during clinical care.
2. Use persistent profile notes for safety-critical information that applies to every visit, not just one appointment.
3. Monitor no-show risk alerts and confirm high-risk patients manually to reduce missed appointments.
4. Review chat history before contacting patients for sensitive follow-ups to maintain context and professionalism.
5. Categorize documents properly when uploading. Correct categorization makes retrieval faster during clinical consultations.