> ## Documentation Index
> Fetch the complete documentation index at: https://docs.phbhealth.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Booked appointment

> From a patient's booking to check-in, the visit, and what happens on reschedule, cancel or no-show.

## Steps

<Steps>
  <Step title="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](/guides/patient/book-care).
  </Step>

  <Step title="Booking is confirmed">
    The held fee is taken and the visit's encounter is created.
  </Step>

  <Step title="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](/guides/front-desk/find-and-check-in).
  </Step>

  <Step title="Doctor sees them">
    The doctor opens the appointment from **Today**, writes the note and signs.
    See [Today](/guides/doctor/clinical-dashboard).
  </Step>

  <Step title="Completion or no-show">
    The visit is completed. If the patient doesn't come, the desk marks **No-show**.
  </Step>
</Steps>

## If plans change

| 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.


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