Patient self-checkins

Hugo Systems allows for patients to check-in to appointments unassisted. Once self-checkin settings have been configured and enabled, patients will be sent a WhatsApp on the day of their appointments with a check-in code.

A checked-in patient will automatically be marked as ready on the appointments day sheet, and will be added to the patient queue, ready for your team to see them.

Every appointment in Hugo Systems is created with an associated check-in code, whether self-checkin is enabled or not.

How it works

Patients will receive a WhatsApp message on the morning of their appointment with a code that they can use to check-in to their appointment when they arrive at your practice.

Your reception area should provide a dedicated device for patients to enter their codes - see the self-checkin settings page for our recommendations

Once a user is on the check-in page on the device provided by your practice, the following will happen:

• they will be prompted to enter their check-in code
• if an incorrect code is entered, they will be asked to check their code and try again
• if the code is valid, the following will happen:
  • the patient may be too early or late for the appointment, as configured in your organisation’s self-checkin settings,
    • patients that are too early will be given a time when they may check in
    • patients who are late will be prompted to speak to reception
  • if the patient is on time to check-in, the following will happen:
    • they will be marked as ready on the appointments day sheet
    • if they need to sign a consent form, as configured in your Drawing and signature settings, they will receive a WhatsApp with a link to the form to sign
    • checkin messages will be shown to the patient
  • after a set amount of time, the page will reset to allow for the next patient to enter their code. A button is also available to navigate to the form directly

Revoking check-in codes

Staff may revoke check-in codes to prevent patients from checking in. A patient entering a revoked code will be directed to chat with your reception team.

To revoke a check-in code:

• ensure that self-checkin is enabled for the practice
• visit one of the following pages:
  • the daysheet on the relevant day
  • the patient’s appointments page
  • the practice’s appointments page
• find the relevant appointment in the list
• click on the code
• click Revoke check-in code

The code will no longer allow patients to check-in.

A revoked code may be restored using the same steps as above, clicking on Restore check-in code in the menu that appears.

Codes may only be revoked or restored under the following conditions:

• the code is associated with an upcoming appointment
• the code has not already been used for a check-in