The patient books a visit from the Appointments tab with the Book appointment button. The wizard has four steps: Service, Practitioner, Date & Time, Confirm. What the patient sees at each step is set by the clinic — in the service catalogue and in the booking rules.
Booking from the portal and booking from the clinic's public page are two different routes. This page covers the first; the second is in booking from the public page.
How to do it
This is what the same screen looks like after the third click. Under 2 is the step counter — the patient sees how much is left throughout. Under 3 is the content of the current step; on the third of four, that is the free slots on the chosen day.
Service and practitioner
The patient picks a service, then a practitioner or Any available. That second option matters: with a specific practitioner the appointment can be booked outright, while with Any available a Booking Request is always created, which the clinic has to approve. Heltio says so plainly under the list: Instant booking requires a specific practitioner.
Date and time
The calendar colours the days — Good availability, Limited, Full — and clicking a day shows the free slots. When a day is full, No slots available for this date. appears together with an offer to join the waitlist.
Confirmation and payment
The last step summarises the service, date, time and practitioner and lets the patient add a note. The button label depends on how the clinic configured that service:
| Service setting | Button | What the patient sees |
|---|---|---|
| Pay at the visit | Confirm Booking | You'll pay at the visit. |
| Deposit | Confirm and pay deposit | Total to pay now: … (…% deposit, balance … at visit) |
| Full prepayment | Confirm and pay | Total to pay now: … |
With a deposit or a prepayment the patient goes to Przelewy24, and on return sees Your appointment is confirmed. Heltio has no access to card details and does not hold the money paid.
Rescheduling and cancelling
An appointment on the list carries Reschedule and Cancel buttons. A reschedule needs the practitioner's approval, so the patient picks one of two routes:
- Keep my current appointment until confirmed — the old slot stays until the new one is approved.
- Cancel my current appointment and request new date — the old slot goes at once.
On a cancellation Heltio shows the financial consequence that follows from the practitioner's policy, but charges nothing itself: Financial consequences are displayed for reference — no automated charge is processed.
When something doesn't work
Online booking is not available at this clinic. Please contact the clinic directly to schedule an appointment.
What this means: No service in the catalogue is exposed for online booking.
Rescheduling must be done at least {hours} hours before your appointment. Your appointment is in {hoursUntil} hours.
What this means: The patient is trying to move an appointment inside the notice window the practitioner set.
Cannot cancel: {practitioner}'s policy requires {hours} hours notice. Your appointment is in {hoursUntil} hours.
What this means: The same notice window, this time on cancellation.
You already have a pending reschedule request. Cancel it before requesting a new one.
What this means: The patient filed a second request before the first was handled.
This service requires online payment, so it cannot be booked as an instant reservation. Go back and pick the service from the list to continue with payment.
What this means: The service has prepayment enabled, and the patient came in by the instant-booking route, which skips the payment step.
Joining this waitlist would require cancelling your existing appointment with {practitioner} on {date}, which is not possible under their cancellation policy. Please resolve that appointment first.
What this means: The patient already has an appointment in the same window, and the policy does not allow cancelling it.
Related
- Booking rules — notice windows, approving requests, reschedule limits.
- Service catalogue — what the patient sees at all on the first step.
- Waitlist — what happens after joining.
- In-app payments — deposits and prepayments from the clinic's side.
Related features
Patient portal: what the patient sees
An overview of the Patient Portal — how the patient gets access, what is in the menu, how they switch between clinics, and what they see when there is no access.
Wallet and passes in the portal
The patient's money seen from the portal — balance and transaction history in My Wallet, purchased visit packages, recurring memberships and vouchers.
Service catalog
The list of what the practice sells: name, duration, price and VAT rate — with the option of a different price or a different duration for a specific person.
Booking rules
The rules on which a patient reschedules and cancels online by themselves: required notice, a limit on changes, the no-show fee and your own message shown to the patient.
Waitlist
A queue of people who want an appointment when there is no slot for them. When someone cancels, Heltio reaches out to three matching people from that queue.