How to make an appointment - Standard work instruction
SIMPLY BOOK: How to make an appointment
Document Type: STANDARD VISUAL INSTRUCTION
Department: Call centre / CIM / Flow Manager
Responsible: Front desk / Intern / Optometrist
Version: V1
Date: 14/07/2025
Reference Code: SVI-CX-SimplyB-Appoint-001
Revision Date: 14/07/2026
1. Purpose
To provide a step-by-step instruction for booking patient appointments using the SimplyBook platform.
This instruction is designed to ensure consistency, accuracy, and a professional patient experience.
2. Scope
Applies to all staff involved in appointment scheduling, including front desk personnel and call centre agents across all locations.
3. Tools Required
Access to the SimplyBook platform
Stable internet connection
Staff login credentials
Basic patient information (name, mobile, appointment type)
4. Step-by-Step Visual Work Instruction
a. Step 1: Log In to SimplyBook
b. Step 2: Open the "Manage Bookings" Section
Click the left-hand menu and navigate to Manage Bookings.
c. Step 3: Click on "Create Booking"
Click the + icon or the create Booking button.
d. Step 4: Enter Patient Information
Fill in the patient's name, contact details, and preferred service.
For returning patients, use the search function.
Ensure accurate spelling of names and contact numbers.
e. Step 5: Select Appointment Type and Practitioner
Choose the appropriate service and link to the relevant practitioner.
Check the patient’s needs before choosing the appointment type.
f. Step 6: Choose Date & Time
Select from the available time slots.
Confirm availability with the patient before saving.
g. Step 7: Save and Confirm Appointment
Click Save. Review all information for accuracy.
Confirm details with the patient before ending the call or conversation to ensure accuracy.
Send a confirmation via WhatsApp/SMS/email if necessary.
5. Additional Notes & Tips
Constantly refresh the calendar to avoid overlaps / double bookings.
If you are unsure about service types, refer to the Appointment Type SOP.
For elderly or digitally challenged patients, offer extra help.
6. Compliance & Monitoring
Random booking audits will be performed to ensure consistency.
Incorrect entries or repeated booking errors will be addressed with coaching.
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