FAQs: Appointments

This article covers frequently asked questions about setting up the appointment scheduler and managing appointments.

  

SETUP

Appointment times are entered in Branch Settings. You must enter appointment times in 24-hour format and separate them by a comma. For example: 13:30, 14:00, 14:30, etc.

For more information, see Configure branch settings.


Add or edit appointment types in Administration > Appointment Types.

For more information, see Set up appointment types.


Appointment columns are referred to as rooms in Neo. More columns can be added in Administration > Branch Settings.

For more information, see Configure branch settings.


Appointment columns (rooms) display in alphabetical order. You can insert numbers or symbols before the room names to rearrange them on the schedule.


When you integrate IDEXX Neo and Deputy.com, the practice can enter the staff and doctor schedule at Deputy.com.  A green line will be visible next to the times that individual is scheduled to be working, according to Deputy, when viewing appointments for that individual.

For more information, see Set up Deputy.com (Rostering).

USAGE

Appointments 

Hover your mouse over details on the appointment card to view the patient name, notes, and more.


Appointments can be confirmed manually, directly from the appointment on the Schedule tab. For more information, see Confirm an appointment.


To unconfirm an appointment, navigate to the existing appointment on the Schedule tab.  Click the confirmation status button, and then select Unconfirmed. The appointment will now be unconfirmed.


If you’d like to send an appointment reminder to all clients with a scheduled appointment on a specific day, click the SMS button on the calendar. The clients must have a valid mobile phone number entered on their client record to receive the appointment reminder message.

To send an appointment reminder to a specific client with a scheduled appointment, click the appointment, so the appointment popover card displays. On the left side of the popover card, click the send SMS appointment reminder icon, and then click Create Message to send an SMS to the client.


There are three ways to view the day of the week when navigating the schedule.

  • Browser tab: The day of the week displays on the browser tab.
    fridaypic.png
  • Calendar: Review the day of the week on the calendar when choosing the date to navigate to.
    calendar.png
  • Currently view date: View the day of the week in the date currently being viewed.
    day_of_the_week.jpg

Depending on when you want the new client to count toward your new client metrics, there are two options for scheduling new client and patient appointments. New clients are counted on the day they are added to the client list.

  • Option1: If you prefer to add new clients and patients to your system when they arrive for their first visit at your practice, create "New Client" and "New Patient" records to use as a placeholder to make appointments. When scheduling the appointment, enter the client and patient names and phone number in the Notes box. Add the client and patient records when they arrive for their appointment.
  • Option 2: Enter the client and patient in Neo before you schedule the appointment.

Find appointments scheduled for a client or patient on the Appointments tab of the client's record.

For more information, see View scheduled appointments for a client and patient.


You can easily view all of a staff member's appointments for the week on the calendar by selecting the staff member’s name from the staff drop-down list. For example, if you want to see when the next available appointment is for a doctor or if a staff member wants to see how their schedule looks for the week.

For more information, see View a staff member’s appointments for the week.


When a patient arrives, click the appointment status (Not Arrived or Late) to check them in. The appointment status will change to Arrived.

For more information, see Check a patient in.


There are six appointment statuses in Neo. For the appointment status to continue to update after checking a patient in, a consultation for the visit must be opened from the appointment.

Status

Definition

Action to Update Status

Not Arrived

Patient has not arrived and is not late.

Click Not Arrived to change to Arrived.

Late

Patient is late for appointment or has not been checked in before arrival time.

Click Late to change to Arrived.

Arrived

Patient has arrived and been checked in.

Create a consultation using one of these work flows:

  • Click the appointment so the appointment detail displays. In the flyover box, click the reason to open a new consultation.
  • Click the appointment so the appointment detail displays. In the flyover box, click the patient’s name to open the patient record. Click New Consultation.

In Progress

Consultation has been started.

Select the Is this invoice ready to be paid? check box.

Ready to Pay

Consultation/invoice is complete and has been marked ready to be paid.

Payment in full has been entered for the invoice.

Finalized

Client has been invoiced and paid for the visit in full.

 


You can move appointments within the same day or to a different day.

Click and drag the appointment to move it to a new time, or double-click the appointment and then update the appointment time to move an appointment within the same day.

To move an appointment to a different day, double-click the appointment and then click Cut. Navigate to a different day, click the new time slot, and then click the paste icon.
paste.png

For more information, see Change an appointment.


Copy and paste appointments to efficiently schedule recurring appointments. After scheduling and saving an appointment, double-click the appointment and click Copy. Navigate to the day where you need to schedule the next appointment, click the new time slot, and then click the paste icon.
paste.png

For more information, see Change an appointment.


To print the calendar as it displays in your browser, right-click in the calendar and select Print. To print the calendar with more details, select the arrows next to the staff drop-down list on the Appointments tab.
printsched.png

When you integrate IDEXX Neo and Deputy.com, the practice can view a staff member’s availability on the Appointments tab. A green line will be visible next to the times that individual is scheduled to be working, according to Deputy.

For more information, see Set up Deputy.com (Rostering).

Blocks

Block time on your schedule for a single or recurring event by clicking the Block tab after opening a new appointment window.

For more information, see Block appointments.

 

Aside from ensuring your appointment times are set up under Administration>Company Settings, no setup is necessary to begin using block appointments.

 

To change a block appointment's recurrence after saving, the block must be deleted from the scheduler and then re-added.

 

Block appointments serve as a visual guide but still allow appointments to be scheduled during the same time slot to allow flexibility in the case of emergencies.

 

Copy/paste behavior is consistent between regular appointments and blocks: after pasting, you must repeat copy to subsequently paste to additional time slots or rooms.


TROUBLESHOOTING

To view who scheduled an appointment, click on the appointment to view the appointment details.  The Created By staff is determined by logged in staff when the appointment was saved.


Only one set of appointment hours can be entered in the Branch Settings.

For more information, see Configure branch settings.


If times have not been entered in the 24-hour format, they will not display on the schedule. Review the times you’ve entered in Branch Settings to ensure all times have been entered in the proper format. For example: 08:00, 13:30, 14:00, etc.


The time slots on the calendar are based on the first two times and the last time in the list in Branch Settings. The first and last times in the list determine the starting and ending time slots. The difference of the first two times in the list determine the intervals between all of the time slots between the starting and ending times. You will still need the rest of the times included in Branch Settings > Appointment Times to be able to successfully create and edit appointments.


To ensure the appointment status updates from Arrived to In Progress, create the consultation by starting the consultation from the appointment.   Single-click the appointment to display the popover card, then click Create Consultation.

For more information, see a Start consultation and record patient information.

Note: Creating an estimate from an appointment will not update the appointment status until the estimate has been converted to a consultation.


The appointment status will only update to Finalized if the consultation for this visit is paid in full. If the client partially pays or doesn’t pay the balance, the status will remain Ready to Pay until the balance is paid.


You can designate a user as a provider in Administration > User Management.

To learn more, see Add and manage users.


Switch from the list view to the calendar view on the appointment schedule using the list view button mceclip0.png.