Patient portal and app
What patients can do in your branded patient portal, how they sign in with a password or single-use code, how family members are grouped, and how to install it as an app.
What patients get
The patient portal is part of your lab website and carries your name, logo, colours and theme. On a phone it looks and feels like an app, with a tab bar at the bottom:
- Home: greeting, ready results, visits in progress, upcoming home visits, loyalty points and offers.
- Results: every visit with released results, with a button to download the full results as one PDF.
- Orders: each visit with its progress, tests and payment summary.
- Book: request a home visit and follow its status.
- More: family members, feedback, loyalty, language and sign out.
Open Patient portal from your lab website. The portal uses your website address followed by /portal, or its own domain if your lab has configured one. Use the bottom tabs on a phone or the side menu on a computer to move between pages.
Signing in
- Enter the phone number registered with the lab and choose Continue.
- If a password is set, enter it to sign in. You can also choose Log in with OTP.
- If no password is set and a live code exists, enter the 6-digit OTP from the invoice, receipt, or order confirmation WhatsApp message. The same code remains valid until used once or replaced; there is no time limit.
- After every OTP sign-in, create and confirm a new password of at least 8 characters. The portal opens only after this step. Use that password for future visits.
If no live code is available, or the patient forgot their password, they should call the lab. From an order or the patient profile, authorized staff choose Send WhatsApp > Send new OTP, review the prepared message, and press Send in WhatsApp. Preparing a replacement immediately revokes the previous code, even if the WhatsApp message is not sent. The message goes to the phone number currently saved on the patient profile, so confirm it before preparing the code.
- Reopening the WhatsApp menu or reprinting a document keeps the current unused code. If a code has been used, a later document or order confirmation can provide a new one.
- Automatic WhatsApp OTP delivery is not required.
- Repeated wrong sign-in attempts are temporarily paused.
- Patients stay signed in after creating their password until they sign out.
Family members
One sign-in shows the whole family. The family is:
- everyone linked together as a family in your patient records, and
- other patients of your lab who share the same phone number.
At the top of most screens the patient can choose All family or one person. Each person's results and orders stay separate and are labelled with their name. Patients cannot add family members themselves; link them from the patient file.
Install as an app
Patients can add the portal to their home screen:
- Android: tap Install app when it appears, or use the browser menu and choose Install app / Add to Home screen.
- iPhone: open the portal in Safari, tap Share, then Add to Home Screen.
The app opens full screen with your icon and name. You can turn this off or change the name under the icon in Website settings > Mobile app.
Results shared over WhatsApp
When you send results over WhatsApp, the patient gets a private link that opens the report without signing in. It shows the tests of that visit and their progress, lets them download released results as PDF, and invites them to sign in for their full history. The link expires after a set time.
Privacy
- Patients only see results that the lab has released.
- A patient never sees people outside their family or anything from another lab.
- Internal staff notes are never shown to patients.
Support checklist
- The phone number in the patient file is correct and the patient is active.
- The family links are correct in the patient file.
- The result has been released.
- The patient has their password or the latest unused OTP. A replacement code makes older printed codes unusable.