Welcome and Forms

Welcome is the short form new patients fill in before their first visit: their details, medical history and consent. You send it by SMS or email, and the answers land on the Welcome & forms page for you to review before anything joins the record.

Before you start

• The patient needs a mobile number or email address on their record.
• Concierge starts a Welcome journey automatically when it books a new patient. You only need to send one by hand for patients booked at the desk or by phone.

Steps

Send Welcome from the patient record

1. Open the patient's record and press Send Welcome in the header.
2. A note appears next to the button telling you what happened, such as SMS sent or Email sent. If the patient already has a live invite you will see Already invited — manage it in Welcome.

Send Welcome from the Welcome page

1. Open Welcome & forms from the navigation. The page is headed Welcome.
2. Under Send Welcome, type in Find a patient — name or phone and press Send Welcome next to the right patient. If they already have an invite the button reads Resend.
3. Tick SMS or Email, or both. A channel is greyed out if the patient has no number or address on file.
4. Check the Message (SMS) wording. The secure link is added by Maxillo when it sends, so leave the link placeholder in place.
5. Press Send. The outcome for each channel appears underneath.

Send from the diary

1. Right-click the patient's appointment and choose Send Welcome.

Track the invite

1. The cards at the top of the page show Awaiting patient, Ready to review, Failed invites and Completed. Click a card to filter the list.
2. Each patient's card shows the invite as queued, sent or delivered for each channel. If it shows No invite sent or failed, press Send invite again.

Review and approve a form

1. Filter by Ready to review. Open the patient's card.
2. Read Details given, Medical history — patient-reported, not yet part of the record and, if your practice has added its own questions, Practice questions. An Allergy reported chip means the patient declared an allergy.
3. If the card shows Possible duplicate, check the existing record first. If it is a different person, tick I've checked — not a duplicate.
4. Press Approve & complete registration. The patient is no longer provisional and the answers join their record.
5. If the journey should not go ahead, press Cancel journey.

What happens next

Approved patients lose their Provisional tag and appear as normal on the Patients page. Nothing the patient reported joins the medical history until you approve it. A patient who has completed Welcome before cannot be re-invited by accident: the button offers Start a new Welcome journey only when you deliberately choose it.

Common problems

• The invite failed — check the patient's phone or email on their record, correct it with Edit, then press Send invite again.
• Send is greyed out — no channel is ticked, or the message text has been changed in a way that removed the link placeholder. Restore the wording and try again.
• The patient says they never got it — look at the delivery line under their card. Sent means the message left the practice; delivered is confirmed by the phone network. Resend if needed.