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Summary of the client journey

This article will outline the client journey from the time of booking an appointment to accessing their medical report.

Full Health Medical hosts an end-to-end solution for clients to book an appointment, complete their pre-assessment questionnaire and  access their online report.

The client journey consists of the following steps:

Booking an appointment

The booking workflow will be determined by the individual medical facility requirements.

Options may include

  • A provider books a client appointment by telephone.
  • A client books online using an invitation code or a booking link received from their healthcare provider.

Booking by telephone

  • When an appointment is booked by telephone, a new client profile is created and an Account invite is sent by the provider. 
  • The client will receive an invitation to accept and register their account.
  • Clicking on the link will direct them to a registration page to confirm their details.  Once all details are confirmed the client is directed to the account login page.
  • The registration link will expire after one month.

If a client has not received their Invitation to register email:

  • Ask the client to check their spam folder.
  • Check that their email address has been entered correctly by the provider.


Booking online

  • As part of the online booking process, a new client must create an online account. 
  • New clients will be emailed a confirmation code, which must be entered to confirm their email address.


  • Returning clients will need to log in to their existing account.
  • Appointment details are displayed which the client must Confirm.
  • This will open the client's online account where a link to their pre-assessment questionnaire is presented.
  • New and returning clients will receive a booking confirmation email containing appointment details, any preparation instructions and a link to a pre-assessment questionnaire is also sent to the client.

Appointment confirmation

  • An email alert will be sent to a client if they overlook the final confirmation step during the booking process.
  • This alert will be sent if a booking remains unconfirmed after the 15-minute booking window expires
  • Providers will also receive a notification conveniently located in your provider's notification list accessed through the top bar bell icon.

 

Need help to manage a client who does not have an online account? Click here for more information.

 

Appointment reminders

  • Clients are sent 2 appointment reminders.
  • The default intervals are 30 days and 1 day before an appointment. 
  • Please contact your system administrator to confirm the reminder intervals that have been set up on your account.

Questionnaire reminders

  • If a client has not completed their pre-assessment questionnaire, they will be sent a reminder to do so.
  • The reminder default interval is 3 days before their appointment. Please contact your system administrator to confirm the reminder interval that have been set for your account.
  • The reminder email contains a link which will direct a client to log in to their account.
  • You will find help on why a client may not be able to access their questionnaire here.

Report access

  • Once a client report has been approved and dispatched, it will be available for a client to view via their online account.
  • They will receive an email to inform them their report is available for review and a link to login to their account.

  • A client will be unable to view their report if:
    • They have not registered their details from the booking/invitation link sent by their provider.
    • Their report has not been approved and dispatched.
    • There is an outstanding payment on their account.