Home visit requests from the website and portal
How patients and website visitors request a home sample collection visit, and how your team handles the requests.
Where requests come from
- Website: anyone can request a visit from Book a home visit (in the menu, the home page or a test's Book button) without an account.
- Patient portal: signed-in patients use the Book tab and can choose which family member the visit is for. Their name, phone and saved address are filled in for them.
What the patient fills in
- Name and phone (prefilled in the portal).
- Address, with an optional Use my location button.
- Preferred day and time window (morning, afternoon or evening).
- Tests or packages from your website catalog (optional). Patients can also start from a test page or offer and the items are added for them.
- Notes, such as fasting or mobility needs.
The patient sees a confirmation with a reference number and is told the lab will call to confirm the time.
Handling requests
New requests appear in Website > Home Visit Requests in the Lab panel. For each request you can:
- Mark contacted after calling the patient.
- Mark scheduled once the visit time is agreed.
- Cancel with a short note.
- Mark converted and link the order you created for the visit.
Notes you add when scheduling or cancelling are shown to signed-in patients in their Book tab, so keep them clear and polite.
Requests from visitors without an account
A request sent from the website by a visitor is not linked to a patient file yet. Use the name and phone in the request to find the patient or create a new file when you register the visit. Website requests are marked with a Website source so you can tell them apart from portal requests.
What patients see
In the portal Book tab, patients follow each request: Under review, We contacted you, Scheduled, Visit done or Cancelled.
Tips for coordinators
- Call new requests the same day; patients see the status change in their app.
- When you schedule, write the agreed day and time in the note so the patient has it in writing.
- If the patient chose tests, check the preparation (for example fasting) when you call.
- Convert the request to an order once the visit is done, so the request shows Visit done.
Turning booking off
If your lab does not offer home visits, turn off Home visit booking in Website settings > Features. The booking pages, buttons and tab disappear.