Booked appointment

Steps

Patient books

In the app at Care, or on USSD option 1. The patient pays from their wallet (the fee is held) or chooses to pay at the desk. See Book care.

Booking is confirmed

The held fee is taken and the visit’s encounter is created.

Patient arrives

The receptionist finds the booking in Today and clicks Check in. Pay-at-desk visits go to the cashier. See Find and check in.

Doctor sees them

The doctor opens the appointment from Today, writes the note and signs. See Today.

Completion or no-show

The visit is completed. If the patient doesn’t come, the desk marks No-show.

Who	Action	What happens
Patient	Reschedule well ahead	Free
Patient	Reschedule close to the visit	A fee applies
Patient	Cancel	The hold is released, or a refund applies, depending on timing
Doctor	Cancel	Full refund, and the patient is notified
Patient	Joins a waitlist	Gets an offer when a slot opens, in the order they joined

PHB also sends appointment reminders.