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Appointments in your patient portal shows everything you have booked, lets you ask for a new time, and lets you confirm, move or cancel a visit without ringing the clinic. Select Appointments in the list on the left of the portal. All times are shown in your own time zone, so a visit booked while you are travelling still reads correctly when you get home.

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What you see

Two tabs, Upcoming and Past, a search box, and a filter for the status of a visit. Each appointment shows a coloured label: If your clinic has more than one site and the visit was booked at a specific one, the appointment’s name and address appear alongside the date and time — both in the list and when you open it.

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Book an appointment

1

Select Book

The Book button sits at the top of the Appointments page. It opens a panel headed Book an appointment — “Choose a service, pick a time, and fill in the details.”If there is no Book button, your clinic does not take bookings through the portal. Ring them instead.
2

Choose the service

Pick what you are coming in for under Service, then answer How would you like to attend? — in person or by video, where your clinic offers both.Some services come in more than one version — for example a short and a long session. Choose one under Option before any times appear. If the clinic offers extras with the service, tick the ones you want under Add-ons. The length and price shown under your choices are what the clinic will book, and the times offered are ones long enough for everything you picked.The list only shows services you can book as an existing client. A service the clinic keeps for new clients, or books only by phone, does not appear here.
3

Choose a location (some clinics only)

If your clinic has more than one site, a Location field appears — pick where you would like to be seen. Prices, providers and available times can differ by site, so choose it before picking a time. Clinics with a single site never show this step.
4

Pick a date and time

Choose a Date, then pick one of the Available times. Only times the clinic can actually take are offered.Clinics set how far ahead you may book (often about three months) and how much notice they need. If a day shows nothing, it is either full or outside that window.
5

Fill in the details

Your clinic may ask a few short questions here. Add anything else useful under Notes (optional) — for example that you need a ground-floor room or an interpreter.
6

Add a promo code, gift card or package session (optional)

Once you have picked a time, you can enter a Promo code or a Gift card code and select Apply. If you have a package with sessions left for the service you chose, tick Use a session from your package — it shows each package and how many sessions are left.A summary shows what each one took off and what is Left to pay. If a code can’t be used you see one sentence saying so — for example “That promo code can’t be used for this booking.” — and nothing is kept. After too many wrong tries, wait a few minutes before trying again.When your clinic takes payment before booking, you only pay what is left. If nothing is left, the visit is booked straight away.
7

Agree to the booking policy (if your clinic has one)

Some services take a deposit or the full price when you book, or have a cancellation window with a fee for cancelling late or missing the visit. For those, a Booking policy box lists what you pay now and the rules, with your clinic’s own policy text. Tick I have read and agree to this booking policy — the booking button stays unavailable until you do.When something is due now, you pay it before the visit is booked — only the deposit if that is what the clinic takes, and the rest is paid at the clinic. If the clinic changes its policy while the panel is open, you are asked to review it and agree again.
8

Confirm the booking

Select the button at the bottom that names your chosen time. You see You’re booked.If there is something to pay, you are offered Pay later or a button naming the amount. Otherwise select Done.
Some clinics take payment before the booking is made. In that case Pay later is not offered, and the appointment only exists once the payment goes through. If you cancel on the payment page you will see “Payment cancelled — No appointment was booked.” — nothing has been charged and nothing has been booked, so start again.If you do pay, the appointment is booked even if you close the page before coming back to the portal — it appears under your appointments shortly afterwards. If you come back while it is still being finished, you see Payment received instead of an error. If the time was taken while you were paying, the booking is not made and your payment is refunded automatically; it can take 5 to 10 working days to reach your account.
If someone else takes the slot while you are filling in the form, you see “That time was taken”. Pick another time; nothing has been booked and nothing has been charged.

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Days the clinic is away

When your clinic, or the person you are booking with, is away, those times are not offered — and the date picker says so rather than looking empty. A whole day away shows “Unavailable — the clinic is closed on this day.” (or “Unavailable — no times can be booked with this provider on this day.”). A day that is only partly away still shows the times that are left, with “Some times on this day are unavailable.” Times are in the clinic’s time zone, the same as every other time on the booking screens. The same rule applies when you Reschedule: you cannot move a visit into a time the clinic is away, and if the page was open for a while and you try, you see “That time is no longer available. Please pick another slot.” Nothing has changed and nothing has been charged.

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Classes and waitlists

If your clinic runs group classes, choosing a class under Book lists its upcoming sessions with the places left, instead of a time picker. Select Choose on a session and continue as usual. At a multi-site clinic, pick your Location first — the sessions listed are the ones actually running at that site. When a session is full you can select Join waitlist. If a place opens up, it is held for you for a limited time: you get an email with a Claim your place link, and the session shows Claim your place when you open it under Book. If you do not book it before the hold ends, the place goes to the next person. Your class waitlists, at the top of Appointments, lists the sessions you are waiting for and any place being held for you. Select Leave waitlist if you no longer want a place. If the clinic or the teacher is away when a session is due, the session is listed under Unavailable and cannot be booked or waitlisted. If you are already on its waitlist you keep your place: the entry shows Unavailable and “This session is unavailable at the moment. You keep your place, and we’ll let you know if that changes.” A place that was being held for you on that session is released.

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Book your next visit

Some clinics remind you when it is usually time to come back. If yours does, a Book your next visit card appears on your portal Dashboard a little before that time, naming the service. Select Book now to open the clinic’s booking page with that service already chosen, then pick a time as usual. The card goes away once you have something booked. The clinic may also send you one email about it; the Stop these reminders link at the bottom of that email stops these suggestions — both the emails and the card — without affecting your appointment confirmations and reminders.

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Confirm you are coming

Open an appointment and select Confirm. You see “Appointment confirmed — You’ll get reminders before your visit.” Confirming is worth doing. It tells the clinic you are coming, and it is what makes you eligible for reminder emails before the visit.

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Reschedule or cancel

Each appointment row has the actions you are allowed to take on it:
  • Details — the full booking, including where to go
  • Reschedule — pick a different date and time
  • Cancel — opens Cancel this appointment? You can add an optional Reason, then select Cancel appointment, or Keep appointment to back out
  • Join Call — for a video visit, see Join a video visit
  • A button naming an amount — pay for the visit
If you have already paid online, the payment is refunded to your card once — you see “The payment you made has been refunded to your card” when you cancel. If it cannot be refunded automatically, you are told the clinic has been asked to refund it. A payment you made at the clinic is refunded by the clinic. If you used a promo code, a gift card or a package session on the booking and cancel before the visit’s start time, the promo code can be used again, the gift card amount goes back onto your gift card (it is not refunded to your bank card), and the session goes back to your package.

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Deposits and late cancellations

If you booked on your clinic’s booking page and paid a deposit or the full price, the appointment says so — for example Deposit of 20.00paid⋅20.00 paid · 60.00 due at the clinic — with the clinic’s cancellation window. When you select Cancel, the dialog tells you what cancelling now means before you confirm:
  • Cancelling in time — the payment you made when booking is refunded to your card. It can take a few days to appear.
  • Cancelling inside the clinic’s cancellation window — the clinic may keep what you paid, and may charge a late cancellation fee to your card on file. The clinic reviews it first; nothing extra is charged automatically.

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Repeat bookings

If you booked a set of repeat visits, each of them shows Visit 2 of 4 · repeats (or similar) beside its status. To stop the rest of the set, open the first visit you no longer want and select Cancel this and later visits, then Cancel visits — or Keep visits to back out. That visit and every later one are cancelled in one go, and earlier visits stay booked. Two kinds of visit are left in place, and the message afterwards says how many:
  • a visit you have already paid for — use its own Cancel so the payment is refunded
  • a visit too close to its time to cancel online — ring the clinic
Clinics set a cut-off for changes — commonly 24 hours before the appointment. Once that cut-off passes, Reschedule and Cancel disappear from the row. They have not broken; you are simply now inside the notice period. Ring the clinic to change a visit at short notice, and do it as early as you can so the slot can go to someone else.
Some clinics do not allow changes through the portal at all. If you never see those buttons, the practice handles changes by phone.

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Pay for a visit

Where your clinic takes payment online, an appointment that has money owing shows a button with the amount on it. Select it and pay by card. Below the list of appointments you may also see Payment methods — “Save a card to pay for appointments faster.” Select Add card to store a card, or the bin icon to remove one. Your card details are held securely by our payment processor, Stripe, and are never stored by the clinic or by us. If a saved card shows “Saved on a previous payment account — save a new card to pay online”, the clinic has since changed how it takes online payments and that card can no longer be used here. It is not charged, on that card or any other — save a new card to keep paying online. If your clinic does not take payments online, this section does not appear and you pay at the desk as usual.

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Check it worked

Your new or changed appointment appears at the top of the Upcoming tab with the right date, time and label. The list updates on its own — you do not need to reload the page.

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Good to know

  • The list refreshes itself. If a member of staff moves your appointment while you are looking at the page, it changes in front of you.
  • A request is not always a confirmed booking. If your appointment shows Pending, the clinic is still reviewing it and will come back to you.
  • Reminders come by email. The portal does not send text messages.
Trouble with any of this? See Portal problems and how to fix them.