When a caller is not yet a patient, Concierge can register them and book their first appointment, or take their details for reception to call back. Which happens depends on one setting.
Before you start
- Under Settings → Concierge, tick New patients can book by phone (off = Concierge takes a callback instead) if you want Concierge to register and book new patients.
- Set up the Welcome form under Settings → Welcome form, and make sure your practice name is filled in under Settings → Practice details. The Welcome invite speaks as your practice and will not send without a name.
Steps
- The caller says they are new to the practice, or Concierge cannot find them when it tries to verify.
- Concierge collects exactly three things: full name, mobile number and date of birth. It takes an email address only if the caller offers one.
- It reads the mobile number back in the usual groups and waits for the caller to confirm.
- If the details look like someone already registered, Concierge offers to verify them the normal way first. It never says what matched. Only if the caller is sure they are new does it register them.
- Concierge creates a provisional patient record and books the appointment from real diary availability, reading it back and waiting for a clear yes.
- After the booking, Maxillo sends the Welcome invite by text or email, as set for your practice. The text reads: "Welcome to (your practice name). Please complete your registration before your appointment", followed by the link.
What happens next
- The new patient record is marked as provisional and unverified until the team completes registration.
- The booking appears in the diary. The call's Outcome shows Registered new patient and Welcome with the invite status.
- A provisional caller can book but cannot view, change or cancel existing appointments during the call.
- If New patients can book by phone is off, Concierge logs a New patient request instead. It appears in the Reception queue on the Concierge page with the caller's details, for reception to call back and book.
Common problems
- The caller was not registered — the setting is off, so look in the Reception queue for a New patient item marked provisional or unverified.
- No Welcome text arrived — check the practice name under Settings → Practice details and the delivery channel under Settings → Welcome form. The call's Outcome shows whether the invite was queued.
- The caller may already be a patient — Concierge offers verification before registering, and only registers if the caller insists they are new. Check the record before their visit.