Online booking for clinics: a step-by-step setup

A switchboard overwhelmed at 8 a.m., patients hanging up, empty slots in the afternoon: online booking fixes all three if it is well designed. Badly installed, it creates double bookings and frustrates everyone. Here is the method we follow.

Step 1: map your consultations

Before any technology, list each appointment type: general consultation, follow-up, first visit, ultrasound, check-up. For each, note the real duration, the authorised practitioner, the preparation required (fasting, documents) and the price. This list becomes the menu patients see online. It stops a 30-minute ultrasound from being booked into a 10-minute slot.

Step 2: one calendar per practitioner

Each doctor has their own days, hours and breaks. The online calendar shows only their free slots, synced with their personal calendar (Google or Outlook). When reception books an appointment by phone, they enter it in the same tool. One source of truth, zero double bookings.

Step 3: a three-screen journey

The patient picks the specialty, then the practitioner or "first available", then the slot. They give their name, phone number and, if needed, a one-line reason. No mandatory account creation: every extra field makes patients give up. You can try this journey on the Clinique Lumière demo.

Step 4: confirmations and reminders

Confirmation goes out immediately by SMS or WhatsApp with the address, a directions link and preparation instructions. An automatic reminder goes out the day before with a link to cancel or reschedule. This reminder is the simplest lever against forgotten appointments: a slot cancelled the day before can be offered again; a forgotten slot is lost.

Step 5: deposits, only where useful

For a simple consultation, require nothing. For a long procedure, a full check-up or an aesthetic treatment, a deposit paid by Orange Money or MTN MoMo at booking commits the patient. Display the rule clearly: the deposit is refunded or carried over if the cancellation comes more than 24 hours ahead.

Step 6: the waiting list

When a slot opens up, patients on the waiting list receive a message and the first to confirm gets it. Lost slots become consultations.

Step 7: measure and adjust

Track four numbers each month: share of bookings made online, no-show rate, average wait before the first available slot, and slots left empty. If the wait grows for a specialty, it’s the signal to open more sessions.

Mistakes to avoid

• Promising a "callback within 24 hours" instead of a real slot
• Requiring an account and password before booking
• Letting reception run a paper diary in parallel
• Leaving preparation instructions out of the confirmation
• Hiding the phone number: some patients will always prefer to call

What about confidentiality?

The form asks only for what is needed. The reason stays optional and short, exchanges run over HTTPS and the data stays in the tool, not in a shared email inbox. Results and medical documents go through the secure patient area described in Clinic website: the 10 elements that bring patients in.

Online booking is included in our Business plan. See the details on Healthcare or estimate your project on the Pricing page.