Book From the Portal Onto the Staff Schedule

Who / when: a Patient requests an appointment from their portal at a time that suits them; then a member of Staff at the clinic confirms it. The moment staff confirm, the request stops being a wish-list item and becomes a genuine appointment on the front-desk schedule — check-in ready, exactly as if reception had booked it. This two-step hand-off lets patients ask without letting them write directly onto the clinic’s calendar.

A patient self-booking starts life as a booking request in the Requested state. It is visible to staff but is not yet a real appointment. Confirmation by staff is what materialises it: Veona creates the appointment through the same single scheduling engine the front desk uses, so it lands on the live schedule and inherits every downstream behaviour (check-in, reminders, and — for a telehealth booking — its own linked video consult).

1. Patient — sign in to the patient portal (see Sign In, Reset and Recover a Portal Account) and open Bookings.
2. Patient — start a new request. Choose what you need — for example “General consultation” or “Telehealth consult” — pick a provider and a date/time that suits you, and submit. The portal shows your request in the Requested state. Requested means “asked for, not yet confirmed” — your clinic still needs to accept it.
3. Staff — in the EHR, open Portal → Bookings (or the Portal → Overview queue). Incoming patient requests appear here, each showing the requested type, provider and date.
4. Staff — review a Requested booking and press “Confirm”. Veona materialises it into a real Appointment in the same Appointments schedule the front desk works from — it now appears on the clinic’s calendar, ready for check-in into an encounter.
5. Patient — your booking now shows as confirmed on your portal. From there you can also see it and reschedule it if your plans change.

Note

A telehealth booking is handled exactly the same way at confirmation — except that, because it is a video visit, confirming it also spins up the linked video consult automatically, so the clinician sees it on their telehealth board and you’ll later be able to join from the portal. One confirmation, the right object every time — staff don’t pick the plumbing.

Tip

Booking from the portal and booking at the front desk land in the same schedule — there is no separate “online calendar” to reconcile. Whatever channel the appointment came through, it behaves identically from confirmation onward.

What happens next: the confirmed appointment is on the staff schedule and follows the normal path of any booking — when the patient arrives (or the telehealth window opens) it can be checked in and converted into an encounter, and reminders go out on the usual cadence. The patient can reschedule or cancel from their portal, and the change flows back through the same scheduling engine so both sides always agree.

Follow the trail

• Previous: Sign In, Reset and Recover a Portal Account
• Next: Check In an Appointment Into an Encounter
• Related: See a Booking and Reschedule It · Book Appointment, Telehealth or Referral