Frequently Asked Questions
Get Started
How do I add/remove people from my account?
You can quickly add new user to your account so that they can also have access to Appt. This guide walks you through the entire process so that you can add all members of your team quickly.
Is there a user guide or tutorial to help me get started?
Yes! We've put together a comprehensive set-up guide to help you get started with Appt Health and make the most of our service. It'll walk you through everything from creating your first target to optimising your workflows.
Account management
How do I cancel my account?
If you decide you no longer want to use Appt Health’s service, you can simply stop using the service and we’ll stop charging you. Do this by pausing all active targets and contacting our support team at support@appt-health.co.uk.
How can I update the billing contact on my account?
Updating your billing contact can be done quickly by visiting the “Account” on the left-menu bar and selecting the “Billing” tab, more details can be found on this guide.
How do I add/remove people from my account?
You can quickly add new user to your account so that they can also have access to Appt. This guide walks you through the entire process so that you can add all members of your team quickly.
Product Usage
I want to invite patients from another organisation to book my slots
You can get in touch with our support team at support@appt-health.co.uk who will be able to help you do this, just let us know the ODS code of the other organisation and we can permit patients from there to receive invitations on your target.
Can you add this code to an invitation for me?
Yes, we can add codes to invitations which mark when they have been delivered to your patient and then subsequently accepted or declined. You can add these to your target during set-up by enabling coding, or by editing the workflow through the settings tab on your target. If you’re having any difficulty with this, don’t hesitate to get in touch with our support team at support@appt-health.co.uk who will be able to help you.
How do I export my data?
You can download a workflow rounds audit which is a record of all the activity that has taken place on your target including information such as when invitations were sent out, whether a given patient booked, declined or did not respond to an invitation and more. This comprehensive guide illustrates how to download this record for your target.
Can you change the content of my invitations?
Yes, the Appt Health team can fully customise the content of the invitations we send to your patients. Just send us an email at support@appt-health.co.uk with details of the target you’d like us to update, along with your desired message and we can make that change for you.
Can I get more data about uptake rates?
Your target dashboard is a good place to find insights from your targets, you can find this by visiting the target you’re interested in and viewing the breakdown of data on the dashboard. This will give you an idea about what stage of invitations your target has reached, its overall booking rate and uptake of appointments. This guide gives an overview of your target dashboard. If you have further questions about this information or would like to optimise your target further, you can get in touch with the support team, support@appt-health.co.uk, who will be happy to help.
Integrations
Why are NHS 111 booking into my slots?
When you set up slots for Appt Health in GP Connect for the first time, you have the option to “reserve” them – this stops other services such as NHS 111 booking into these slots too. If you’re finding that NHS 111 is booking into your slots, you may not have activated this filter. If so, please visit step 4.4.7 (Set up filter) on the Set up GP Connect guide for EMIS.
If you're using SystmOne instead, we suggest you also go back to this setup guide to make sure that you have correctly assigned the slots to Appt Health.
If you are having any trouble with this, don't hestitate to get in touch with our support team at support@appt-health.co.uk.
How do I set up my coding integration?
You can enable automatic SNOMED coding into your patients records using our system. There is a small amount of set-up required the first time you do this, but afterwards we’ll handle the coding automatically for you. If you use SystmOne in your practice, you can follow this guide. Alternatively if you use EMIS, this guide can help.
Troubleshooting
Help, I can't find this code to add to an invitation?
You can find the full range of SNOMED CT codes at this website. You can add these to a target by going editing the workflow of the settings tab on a target.
How can I recover lost or deleted data?
If you've lost or deleted data in Appt Health, please reach out to our support team at support@appt-health.co.uk and we'll do our best to help you recover your data.
How do I fix a failed patient list upload?
There are a few reasons why you might experience an error when uploading a patient list. We’ve made this guide to cover all the most common errors but please get in touch with the support team at support@appt-health.co.uk if you can’t find how to resolve your error or if you have any further questions.
Why are the invitations running slowly?
There are several reasons why your target might be moving slowly and our support team can make personalised recommendations to help improve your booking rate. For example, we might be able to optimise the amount of time your patients have to respond to an invitation or the number of times we offer a given slot to patients. Our support team is trained to consider your targets holistically to make the best recommendation tailored to your needs. Get in touch with us at support@appt-health.co.uk to find out how we can increase the invitation speed for your targets.
Help, I've added the wrong patient list
Not to worry, there is a straightforward fix. If you haven’t already done so, make sure your target is paused or in a draft state then you can replace your patient list with another by following this guide. If you only need to remove a few patients from the list, you can remove selected patients by following the first section of this guide.
Security & privacy
Can I enable two-factor authentication (2FA)?
Yes, please contact our support team at support@appt-health.co.uk and we can help you with this.
Where can I find your privacy policy/other privacy information?
You can find our privacy policy here.
What measures are in place to protect my patient's privacy?
We take you and your patient’s privacy very serious at Appt Health. We are fully GDPR compliant and are regulated by the Information Commissioner's Office and NHS Digital. This includes the completion of the NHS Data Security and Protection Toolkit and NHS Digital’s API assurance process. These require a high-level of security and privacy when handling sensitive information. We also follow data minimisation policies and anonymise personal data where possible to further protect your data.
Still have questions? Check our help centre guides or email our support team at support@appt-health.co.uk.