Veona Appointments

What this is

Veona Appointments is the type-aware scheduler. Booking is one form with three distinct outcomes: an In-person clinic visit, a Telehealth consult (which creates a secure Veona Live join link), or a Referral (a clinical document that is eSigned to send). It also covers the schedule, calendar, waitlist, and no-show analytics.

Who uses it: the front desk, schedulers, and intake admins book and reschedule. Creating and signing referrals is a least-privilege capability held by the front desk, schedulers, and intake admins, and also clinicians and nurses (the referring provider whose eSign PIN — a 6-digit signing re-authentication, separate from the login password — binds their signature).

Editions

Appointments is included in Hospital, Network, and Public Health. It is not in Health Centre. It depends on Register.

Screens

The Veona Appointments tabs, as the app names them:

• Schedule — the appointment list
• Calendar
• Booking — the type-aware booking form
• Waitlist
• Referrals
• No-Shows — no-show analytics
• Reports
• Settings

Book an appointment (type-aware)

1. Open Booking.

2. On step 1 · Booking type, choose In-person, Telehealth, or Referral. The form’s later steps change to match.

3. In-person: pick the patient, provider, date, time, and visit type (New / Follow-up / Review), then select Book appointment.

4. Telehealth: pick the patient, provider, date, time, modality (Video / Audio), and reason, then select Schedule consult. A secure join link is sent to the patient on the chosen channel.

Create a referral (eSign)

Caution

A referral is a clinical document — signing with your eSign PIN is what sends it. An unsigned referral is unprocessed.

1. In Booking, set Booking type to Referral.

2. Fill the referral fields — patient, urgency (Routine / Urgent / Emergency), direction (Outgoing / Incoming), and the referral detail.

3. On step 4 · Sign & send, enter your 6-digit eSign PIN.

4. Select Sign & send referral.

Reschedule or cancel

1. Open Schedule.

2. On the appointment row, choose Reschedule — set the new date / time and a reminder option, then confirm.

3. To cancel, choose Cancel and record a reason; to flag a missed appointment, mark it No-show.

Manage the waitlist

1. Open Waitlist.

2. Select Add to waitlist, choose the patient, and save.

3. When a slot frees up, select Offer slot on a waiting entry and Send offer.

Free follow-up window (fee validity)

The free follow-up window lets a patient who has paid for a new consultation come back, within a set number of days, for one or more follow-up visits at no charge. The waiver applies itself at booking — the front desk does nothing special.

You turn it on under Appointments → Settings, in the Free Follow-up Window panel (the intake admin manages this). The panel has three controls:

• Free Follow-up Enabled — the on/off toggle. It is off by default, so nothing changes until a facility turns it on.
• Default Free Visits — how many free follow-ups each paid consult earns (1 to 20).
• Valid For — how many days the window stays open after the paid consult (1 to 365).

How it behaves once it is on:

1. When a patient finishes a paid New consult, Veona opens a grant behind the scenes — it gives them the configured number of free follow-up / review visits for the next N days, bound to the attending clinician.
2. When a Follow-up is later booked for that patient, Veona automatically consumes one free visit and waives the consultation fee — it raises no charge, so the visit never reaches an invoice or the payer.
3. When the free visits run out, or the window expires, follow-ups bill normally again.

On the Booking screen, after you pick the patient, a banner shows “N Free Follow-up Visits Remaining Until {date}…”. It is purely informational — the waive happens automatically; there is nothing to tick.

Caution

The window is off by default and must be enabled per facility. It does not retroactively open grants for past visits — only consults paid after it is switched on earn a grant. You cannot hand-create a grant; they open automatically. And the waive stands even if a different clinician sees the patient for the free follow-up.

For the step-by-step, see Turn On the Free Follow-up Window and Waive the Follow-up Fee.

Work today’s schedule

Schedule is the live day list — “Today’s Schedule” — where the front desk runs the day.

1. Search or filter the list (All, Scheduled, Confirmed, Checked in, No-show, Cancelled), watching the tiles for Today, Checked In, No-shows, and Telehealth.
2. On an appointment row, select Check In to bring the patient in, or Start Consult for a telehealth booking.
3. Use Reschedule, Cancel, or No-show to change an appointment — each confirms first, returns the slot to the waitlist, and sends the patient a reminder or recall.

The header shortcuts jump to Waitlist, Referrals, New Referral, Schedule Telehealth, and New Appointment.

The clinic calendar

Calendar shows the clinic sessions as a grid you can switch between Day, Week, and Month.

1. Select Book Slot, or click an empty cell, to book a patient into that time and clinic.
2. Click a filled cell to view its details, re-save, or Clear Slot.

No-show analytics

No-Shows is a read-only view of lost-capacity recovery.

1. Choose a range — Last 7 days, Last 30 days, or Last 90 days.
2. Read the no-show rate and the breakdowns By Clinic and By Weekday.
3. Follow the Overbooking Suggestion for how many extra slots to overbook to recover the lost capacity.

Reports

Reports shows appointment volume trends and booking breakdowns.

1. Switch the volume chart between Monthly and Weekly.
2. Expand a breakdown — By department, By payer, or By clinician — to see its table.
3. Select Export CSV to download the summary.

Statutory and ministry reports live in Veona Pulse.

Settings

Settings configures the appointment defaults for your facility — such as slot length, booking lead time, and the no-show threshold — plus reminders and custom fields. The Free Follow-up Window (above) is also configured here.