The front desk is where most of Treatlly gets used. This is the daily routine, the things worth doing in order, and the questions patients ask most.
Starting the day
- Open Appointments and look at today's list.
- Note which are video consultations — those patients will not walk in, and will not appear in the check-in queue.
- Note anything still Pending. That usually means an incomplete payment, and it is easier to fix at 9am than when the patient is at the counter.
- Check whether any doctor is away today, so you are not booking into a session that will not happen.
Booking at the counter
Use New Appointment: find or create the patient by mobile number, choose doctor and slot, confirm, take payment.
Two things to expect:
- If counter seats for a session are used up, you cannot book into it even though the slot looks like it has room — the remaining seats are held for online. Your admin sets that split.
- Video slots cannot be booked at the counter at all. The patient has to book those themselves because they must accept the video-consultation agreement. Help them do it on their phone.
Checking patients in
If your clinic uses the check-in queue, mark each patient as arrived. They get a token and can see how many are ahead of them, which noticeably reduces "how long more?" at the desk.
Do not look for video patients here — they are deliberately excluded.
Rescheduling and cancelling
Open the appointment and reschedule to another open slot, or cancel. The patient is notified by SMS either way.
For a video consultation, rescheduling issues a new join link and the old one stops working. Tell the patient to use the newest SMS — this is the single most common cause of "my link doesn't work".
Cancellation fees follow your clinic's policy. If a patient disputes one, refer it to your admin rather than deciding at the counter.
Payments
Take payment at the counter and record it against the appointment. Patients who paid online arrive already settled — check the payment status before asking them for money.
Prescriptions
Doctors sign prescriptions in the system and patients can open them from their own account. You do not need to send anything.
You can print a copy, and you can upload a scan of a paper prescription against a completed appointment. If the upload option is missing, the appointment is not marked completed yet. See Prescriptions at the front desk.
Questions patients ask most
| Question | Answer |
|---|---|
| "How long will I wait?" | If you use the queue, the token screen shows how many are ahead. |
| "Can I get a video appointment?" | Yes, but they must book it themselves online. |
| "My video link doesn't work" | Check the time — it opens 15 min before and closes 40 min after. Was it rescheduled? |
| "Where is my prescription?" | In their account, under the appointment, once the doctor has signed. |
| "I paid but it says pending" | Payment did not complete. Check and take it at the counter. |
| "Can I book for my mother?" | Yes — add her as a family member on their account. |
Ending the day
- Appointments seen are marked completed — this is what lets prescriptions and receipts attach.
- Patients who did not arrive are marked accordingly, so tomorrow's list is honest.
- Counter payments recorded, so the day reconciles.