Question

Why was a patient exempt from adding their payment method for their online booked or practice-booked appointment?

Solution

A patient may be exempt from adding their payment details due to one of the following settings in your HotDoc Dashboard:

• Bulk billing exemptions feature - Enabled in the Payments > Payments Setup section, and the criteria being age or concession card status. 
• Individual patient exemptions - Enabled in the Patients > Search section and applied to individual patients.

You can view if a patient was exempt from adding a payment method in the Dashboard in Bookings > Booking History We also add a note to the patient's appointment in your appointment book saying "Exempt from payment: [age/concession card/individual exemption]". 

Please follow the steps below to see how to view which patients have been exempt in your Dashboard, and in your appointment book:

1. Log in to your HotDoc Dashboard
   
   
2. In the left-hand menu, click on Bookings > Booking History and select between 'Online Booked' or 'All Appointments'
   
   
   
   
3. Use the filters to locate an appointment in the list
   
   

4. If the Payment Status column shows Card Details Exempt, it means the patient didn't need to add a payment method because they meet bulk billing criteria or have an exemption. Clicking on the appointment will then show you the reason:

   1. Individual patient exemption 
      
   2. Patient age (bulk billing exemption criteria)
   3. Concession card (bulk billing exemption criteria)
      
      
      
   4. This is also visible in your appointment book in your practice software. We will add a note on their appointment and in the details section.
      

      Example of exemptions as a note in Best Practice appointment book and appointment details.	Example of exemptions as a note in Medical Director appointment book and appointment details.	Example of an exemption as a note in a ZedMed appointment book and appointment details.