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Payments - The Patient Journey

Last updated 05 June 2025 05:47   ∙   ~ minute read
Best Practice - Medical Director (Pracsoft) - Zedmed - HotDoc Calendar

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HotDoc Payments offers a flexible solution to suit your payment needs. There are a few different patient journeys that may occur, depending on how the payment or card details have been requested. This includes: 

  • Payment/pre-authorisation for online booked appointments
  • Payment/pre-authorisation for practice booked appointments
  • Manual payment requests for any upcoming appointments
  • Payment requests for immediate charge. 

This article will outline the patient's journey for each unique payment workflow and include some frequently asked questions about a patient's payment. 

 

   In this article

  • Payment for online booked appointments
    • Payment for Patient Payment Preferences
  • Payment for practice booked appointments
    • Auto cancel appointments setting enabled
    • Auto cancel appointments setting disabled
  • Manual card detail request for upcoming appointment 
  • Payment Request for immediate charge/Debt Prevention
  • Patient payment FAQs

 

Payment for online booked appointments

The following journey explains the online booked journey and shows examples based upon whether pre-authorisation or stored card settings are enabled.

 

  1. On your HotDoc bookings page the patient will select a practitioner, appointment type and time/date. 

    Booking_page.png

     

    • If you have either Bulk Billing exemptions or individual exemptions, then your patients will be screened by your criteria:

      • If a patient is exempt they will skip adding a payment method and go to Step 5.
      • All other patients must provide card details, as explained in Step 3.
    • concession_card.png

  2. HotDoc provides the patient with the appointment cost you've set. Patients must add or select a payment method.

    - If pre-authorisations are enabled, patients will see there will be an upfront temporary hold. 

    - If stored card settings are enabled, patients will see they need to add their card to secure the appointment. 

    Screenshot 2024-09-02 at 10.05.10 AM.png

    Screenshot 2024-09-02 at 10.05.10 AM copy.png

    Pre-authorisation settings enabled:

    Example if the practice is passing the fee on to the patient

    Pre-authorisation settings enabled:

    Example if the practice is absorbing the processing fee

    fee on - no preath.png

    fee off no pre auth.png

    Stored card settings enabled:

    Example if the practice is passing the fee on to the patient

    Stored card settings enabled:

    Example if the practice is absorbing the processing fee

  3. If they select "New payment method", they will be asked to provide their card details to be able to continue with the booking.

    •  If this is their first time adding a card, they may be promoted to authenticate the request with their bank, the following screen will appear and they will need to follow their banking institutes chosen authentication method:
      image (42).png

      The patient won't be able to proceed to the next booking step until they provide a valid payment method.

      ⓘ Please note

  4. Once they have added their payment method, the patient will be prompted to confirm if the appointment details are correct by selecting Yes, book. 

    confirm_details.png

  5. They will then be taken to an appointment confirmation screen. 

    Screen_Shot_2022-06-30_at_1.02.12_pm.png

  6. The patient will receive the appointment confirmation email and can see the appointment details in their HotDoc account.
    - If pre-authorisations are enabled, the funds will be held for 7 days and they will see this in their email and HotDoc app. 

    Screenshot 2024-09-02 at 10.09.56 AM.png 

    confirmationinapp.png

    Pre-authorisation settings enabled:

    Confirmation email of pre-authorisation received

    Pre-authorisation settings enabled:

    Confirmation of appointment in patient app

    app confirmed.png

    Stored card settings enabled

    Confirmation of appointment in patient app


  7. Once the patient has been seen for the appointment, you can collect the payment following the instructions in this article How to collect a payment for a patient's appointment. 

  8. The patient will receive an email once funds have been collected by your clinic and payment is complete. If the fee is passed on, a breakdown will be included:

    Screenshot_2023-02-22_at_10.25.16_am.png

    Screenshot_2023-02-22_at_7.41.50_am.png

    Example if the practice is passing the fee on to the patient

    Example if the practice is absorbing the processing fee

Payment for Patient Payment Preferences

The following journey explains the online booked journey when a patient has booked using the Patient Payment Preferences setting 

  1. When a patient is booking online and they book for an appointment that does not have payments enabled, they will see the option to add a payment method for their booking. They will also see a link to your website practice fees if you linked this in your Dashboard settings.

  2. The patient will then select their existing stored card, add a new payment method, or choose to ‘pay manually at reception’:

  3. The patient will proceed to book their appointment, and in their Appointment History in their HotDoc account, they will see that their selected payment method will be charged via HotDoc after the consult "Automatic pay after consult"

 

Payment for practice booked appointments

There are two patient journeys where payment settings are enabled for practice booked appointments, depending on whether auto cancellation is enabled or disabled. See the two journeys below:

  • Auto cancel appointment setting enabled
  • Auto cancel appointment setting disabled 

Auto cancel appointment setting enabled

This patient journey occurs when payment is set up for practice booked appointments and auto cancellation is enabled when patient's don't add their card details within 90 minutes. To set this up, please see How to setup automatic payment requests for appointments

The patient will receive an SMS and email requesting a payment method within 5 minutes of booking the appointment. 

  • HotDoc will not send a payment request if the appointment is booked within 5 minutes of the start time. 

  • If the appointment is booked within 105 minutes of start time, HotDoc will send a payment request but the appointment won't auto-cancel if the patient doesn't add their card details. 

It's crucial for the reception team to inform the patient in advance to avoid confusion or concerns about the message being a scam.

ⓘImportant:

 

  1. Once HotDoc syncs the appointment, we'll send a request to the patient (via SMS, email, and push notification if possible) to add a payment method. The two examples below show whether you have enabled pre-authorisations or stored card details:

    SMS:

    Push Notification:

    Email:

    pre-auth.png

    SMS sender may be your practice's name, a shortened version or a mobile number.

    IMG_4712.png

     

    Screenshot 2024-09-02 at 10.39.45 AM.png

    Pre-authorisation settings enabled 

    Click to enlarge images

    IMG_B048E628DCBF-1.jpeg

    SMS sender may be your practice's name, a shortened version or a mobile number.

    push notification card PBP.png

    Screenshot 2023-02-22 at 10.19.38 am.png

    Stored card settings enabled

    Click to enlarge images



    If you've added Bulk Billing exemption settings and the patient meets the criteria, or you've individually exempted a patient, the won't receive a card details request. For more information see:

    How to exempt a patient from adding a payment method for their appointment

    ⓘ Please note


  2. If the patient is not logged in to their account, they will need to click Continue in the next screen and then add their login details or create a HotDoc account:

    landingpbp.jpegUpon clicking the link, the patient will be asked to log in to their existing account or create a new one login:createOnce they click Continue, they can choose to log in if they already have an account or create one

    create1.jpeg

    If they don't have one, they can add their details and click Create account


  3. Once logged in, the patient will see their upcoming appointment with a message advising payment method is required to secure it. They will then click "Select a Payment Method"

    - Note: If the patient doesn’t add card details within 90 minutes of the request, their appointment will be canceled. A 90-minute timer will be visible in their upcoming appointments.

    IMG_4713.png 32dehwgf.png

    Pre-authorisation settings enabled

    Example if passing the fee on to the patient

    Pre-authorisation settings enabled

    Example if absorbing the processing fee

    Screenshot 2023-02-23 at 8.18.31 am.png Screenshot 2023-02-23 at 8.12.25 am.png

    Stored card settings enabled

    Example if the practice is passing the fee on to the patient

    Stored card settings enabled

    Example if the practice is absorbing the processing fee


  4. If the patient has a stored card in their HotDoc account, they can select it. Otherwise, they'll be prompted to add their card details (name, email, card number, expiry, CVV) and press Save.
    - If the details are incorrect or invalid, they'll be asked to re-enter them.
    - We'll then attempt to store their card for later payment or collect pre-authorisation.

    IMG_8361.PNG

    •  If this is their first time adding a card, they may be promoted to authenticate the request with their bank, the following screen will appear and they will need to follow their banking institutes chosen authentication method:
      image (42).png
  5. The patient will then be taken back to their Appointment view and shown that the appointment has been confirmed.

    Screenshot 2024-09-02 at 11.08.38 AM.png

    Screenshot 2023-02-22 at 10.56.16 am.png

    Pre-authorisation settings enabled

    Stored card settings enabled



  6. If the patient does not add in a payment method and secure a pre-authorisation within 60 minutes of receiving the first message, we will send another request to the patient via SMS or Push Notification: 

    SMS:

    Push Notification:

    IMG_7468.PNG

    SMS sender may be your practice's name, a shortened version or a mobile number.

    IMG_7595.PNG

    Pre-authorisation settings enabled 

    Click to enlarge images

    IMG_7469.PNG

    SMS sender may be your practice's name, a shortened version or a mobile number.

    store.png

    Stored card settings enabled

    Click to enlarge images



  7. If the patient has not added a payment method and secured a pre-authorisation within 90 minutes from when they received the first SMS, their appointment will be cancelled and they will receive notification of this via SMS and email:

    Screenshot_2023-02-22_at_8.20.55_am.png

     

    Screenshot_2023-02-22_at_8.46.18_pm.png

     

    Example of SMS
    SMS sender may be your practice's name, a shortened version or a mobile number

    Example of Email

     

  8. If the patient has added their card details, once they are seen for the appointment, you can collect the payment following the instructions in this article How to collect a payment for a patient's appointment.

  9. The patient will then receive an email once their funds have been collected by your clinic, informing them the payment has been complete:

    Screenshot_2023-02-22_at_10.25.16_am.png Screenshot_2023-02-22_at_7.41.50_am.png
    Example if the practice is passing the fee on to the patient Example if the practice is absorbing the processing fee

 

Auto cancel appointment setting disabled 

This patient journey occurs when payment is set up for practice booked appointments and auto cancellation settings are disabled. To set up or edit settings, please see How to setup automatic payment requests for appointments

  • It's crucial for the reception team to inform the patient in advance to avoid confusion or concerns about the message being a scam.

  • The patient will receive a SMS and email requesting a payment method within 5 minutes of adding the appointment to your book.

  • HotDoc will not send a payment request if the appointment is booked within 5 minutes of the start time.  
ⓘImportant:

 

  1. Once HotDoc syncs the appointment, we'll send a request to the patient (via SMS, email, and push notification if possible) to add a payment method. The two examples below show whether you have enabled pre-authorisations or stored card details:

    SMS:

    Push Notification:

    Email:

     

    IMG_4714.png

    SMS

    SMS sender may be your practice's name, a shortened version or a mobile number.

    IMG_4712.png

    Push Notification

     

     

     

    Screenshot 2024-09-02 at 10.39.45 AM.png

    Email

     

     

     

    Pre-authorisation settings enabled

    Click to enlarge image

    PBP no auto cancel.png

     

    push notification card PBP.png

    Screenshot 2023-02-22 at 10.19.38 am.png

    Stored card settings enabled

    Click to enlarge image


    If you've added Bulk Billing exemption settings and the patient meets the criteria, or you've individually exempted a patient, the won't receive a card details request. For more information see:

    How to exempt a patient from adding a payment method for their appointment

    ⓘ Please note


  2. If the patient is not logged in to their account, they will need to click Continue in the next screen and then add their login details or create a HotDoc account:

    landingpbp.jpegWhen they click on the link, the patient will be asked to log in to their existing account or create a new one

    login:create

    Once they click Continue, they can choose to log in if they already have an account or create one

    create1.jpeg

    If they don't have one, they can add their details and click Create account


  3. Once logged in, the patient will see their upcoming appointment with a message advising payment method is required. They will then click "Select a Payment Method"

    IMG_4713.png 32dehwgf.png

    Pre-authorisation settings enabled

    Example if passing the fee on to the patient

    Pre-authorisation settings enabled

    Example if the absorbing the processing fee

    Screenshot 2023-02-23 at 8.18.31 am.png Screenshot 2023-02-23 at 8.12.25 am.png

    Stored card settings enabled

    Example if passing the fee on to the patient

    Stored card settings enabled

    Example if the absorbing the processing fee


  4. If the patient’s card is stored, they can select it; otherwise, they’ll be prompted to add card details (name, email, card number, expiry, CVV). If the details are incorrect or invalid, they'll be asked to re-enter them.

    IMG_8361.PNG

    •  If this is their first time adding a card, they may be promoted to authenticate the request with their bank, the following screen will appear and they will need to follow their banking institutes chosen authentication method:
      image (42).png
  5. The patient will then be taken back to their Appointment view and shown that the appointment has been confirmed.

    Screenshot 2024-09-02 at 11.08.38 AM.png

    Screenshot 2023-02-22 at 8.15.22 am.png

     

     

     

    Pre-authorisation settings enabled

    Stored card settings enabled



  6. Once the patient has been seen for the appointment, you can collect the payment following the instructions in this article How to collect a payment for a patient's appointment. 

  7. The patient will then receive an email once their funds have been collected by your clinic, informing them the payment has been complete:

    Screenshot_2023-02-22_at_10.25.16_am.png Screenshot_2023-02-22_at_7.41.50_am.png
    Example if the practice is passing the fee on to the patient Example if the practice is absorbing the processing fee


Manual card detail request for upcoming appointment 

The following patient journey occurs when you have performed a manual request for patients card details for their upcoming appointment booked via HotDoc or through the Practice directly. To see the practice journey for this request, please see How to manually request patient card details for an upcoming appointment.

Note: We will not cancel the patients appointment if they do not enter their card details.

  1. Once you have sent the manual request, we will send a request to the patient via  SMS & email (if both are available) plus a push notification will also be sent if possible to ask that they click a link to add their card details.

    SMS:

    Push Notification:

    Email:

    Screenshot_2023-02-22_at_10.46.07_am.pngSMS

    The sender of the SMS may be listed as your practice's name, a shortened version or a mobile number.
    push_notification_card_PBP.png

    Push Notification

    Screenshot_2023-02-22_at_8.29.52_am.png

    Email

    Click image to enlarge


  2. Next, the patient will be directed to create a HotDoc account, or Login to their existing account. 

    login.png

  3. Once logged in, the patient will be shown their upcoming appointment along with a message advising that a payment method is required to secure their appointment. The patient will click Select a Payment method.

    Screenshot_2023-02-23_at_8.18.31_am.png Screenshot_2023-02-23_at_8.12.25_am.png
    Example if the practice is passing the fee on to the patient Example if the practice is absorbing the processing fee


  4. If the patient’s card is stored, they can select it; otherwise, they’ll be prompted to add card details (name, email, card number, expiry, CVV) and press Save. If the details are incorrect or invalid, they'll be asked to re-enter them.


    IMG_8361.PNG
    •  If this is their first time adding a card, they may be promoted to authenticate the request with their bank, the following screen will appear and they will need to follow their banking institutes chosen authentication method:
      image (42).png
  5. The patient will then be taken back to their Current Appointments and shown that the appointment has been confirmed.

    Screenshot_2023-02-23_at_8.20.43_am.png

  6. Once the patient has been seen for the appointment, you can collect the payment following the instructions in this article How to collect a payment for a patient's appointment. 

  7. The patient will then receive an email once their funds have been collected by your clinic, informing them the payment has been complete:


    Screenshot_2023-02-22_at_10.25.16_am.png Screenshot_2023-02-22_at_7.41.50_am.png
    Example if the practice is passing the fee on to the patient Example if the practice is absorbing the processing fee

 


 

Payment Request for immediate charge/Debt Prevention

The following patient journey occurs when you send a payment request for immediate charge in the Payments > Payment Request section of the Dashboard, or for any automatic Debt Prevention(BP Only) requests sent.

To see the clinic journey for manual payment requests, please see How to create, refund or cancel a HotDoc 'Payment Request'. 
To see the clinic journey for Debt Prevention(BP Only) requests, please see How to enable Debt Prevention (automatic invoice collection of overdue payments)*


  1. The patient will then receive a message with a link to pay via the following channels: 

    • Push notification sent to the HotDoc app - If the patient does not complete the payment request, we'll send an SMS 2 hours later*
    • Email sent to the email address in the patients file - (If we're unable to send a push notification), and if the patient does not complete the payment request, send SMS 2 hours later*
    • SMS sent to the mobile number in the patients file - If we cannot contact the patient via push notification or email.


    Screenshot 2024-09-11 at 1.56.29 PM.png
    Push Notification Email SMS


  2. Next, the patient will need to enter their email address and select Pay:

    Paywithfee.PNG Screenshot_2023-02-22_at_10.34.06_am.png
    Example if the practice is passing the fee on to the patient Example if the practice is absorbing the processing fee

  3. The patient will then be required to their card number, CVC, expiry
    and select Pay

    Screenshot_2023-02-22_at_10.31.50_am.png payment_screen.jpeg
    Desktop Example Mobile Example


  4. The payment will be confirmed and the patient will be provided a receipt of payment via email. 

 

Patient payment FAQs  

What if the patient cancels their appointment or does not attend?

If the patient successfully cancels their appointment, HotDoc will remove the option to collect payment for this appointment from the Dashboard. 
If a patient does not attend their booking and has been marked as a 'no show', the practice can choose to collect this fee or cancel this
. 

What if the patient's payment method is rejected?

If the payment method is declined, we will send the patient a SMS informing them to add a new payment method. If the payment method has insufficient funds, we will send the patient a SMS informing them to either add funds or use a new card.

HotDoc will then try the charge again 24 hours after the first charge. If we are unable to take the funds at that point, the practice will receive an email informing them of the unpaid appointment so they can phone the patient directly.

 

How are refunds handled?

When a refund is processed, the funds can take up to 5 business days to appear back on the patient's payment method. If you are refunding a payment that has already been captured by the processor, the processing fees will not be refunded to you.

To refund a patient after payment has been captured by HotDoc, please see How do I refund a HotDoc Payment to the patient? We will send the patient an email advising their refund is being processed and to expect the funds within 5 business days.

 

How does a patient claim their Medicare rebate? 

For mixed billing or private billing, we recommend that you charge the patient for the full amount of the appointment upfront and then send the claim electronically to Medicare using your clinical software. Please follow the steps in this article to see how to do this: How should we process a patients Medicare Rebate for appointments paid for via HotDoc?

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Related articles

  • How to collect a payment for a patient's appointment
  • Getting Started with Payments
  • Payments FAQs
  • How to create, refund or cancel a HotDoc 'Payment Request'
  • How to manually request patient card details for an upcoming appointment

Related articles

  • How to collect a payment for a patient's appointment
  • Getting Started with Payments
  • Payments FAQs
  • How to create, refund or cancel a HotDoc 'Payment Request'
  • How to manually request patient card details for an upcoming appointment
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