Process Guides

Hi Team,

With Online Bookings now live for City Fertility we have a new process for booking appointments.

There will be two types of bookings:

• Processing an online booking made by the patient

• FAC booking an appointment for a patient.

The below email is long and might seem confusing at first but the process will be quicker than what we are doing now as we will not have to send the confirmation to the patient for most of our City Fertility bookings any longer.

Login Details:

Link to Login: https://www.myhealth1st.com.au/login/practice

Username: fertilityadvicecentre@cityfertility.com.au

Password: Fac2025

Processing an Online Booking

1. Review the Booking Details
   Check the details from the online booking email. If any information, such as full names or dates of birth, is missing, contact the patient to collect it. If no partner details are provided, assume this is a single patient.

2. Locate the Medical History Form
   Look for the email containing the patient’s medical history form. If the appointment was just booked, wait a few minutes for the form to be completed and received.

3. Review the Medical History Form
   Screen the form to ensure the appointment is appropriate. For example, if the patient has selected sperm freezing or semen assessment, this might not be a suitable specialist appointment. In this case, contact the patient to clarify and either cancel or adjust the booking.
   Important: The Medical History Form is for our records only and should not be forwarded to the doctor’s office. The necessary information for the doctor should be included in the email with the booking details.

4. Move the Form to the Medical Forms Folder
   After processing, move the Medical History Form to the Medical Forms Folder.

5. If the Form Is Not Received
   If the form has not been received after a reasonable wait, call the patient to clarify the reason for the appointment. If you cannot reach the patient, continue processing the booking.

6. Email the Doctor's Rooms
   Email the doctor’s rooms with the patient’s details. The email must include:

   • Patient’s full name, appointment date, and time in the subject line.

   • A brief outline of the reason for the appointment, either from the medical history form or the phone call with the patient. If no details are provided, note that the patient booked a fertility appointment online and has not completed all their details. We will chase the patient for more information and will forward this if received.

FAC booking an appointment for a patient

When scheduling an appointment from a phone call or email, first check the doctor’s availability using the online booking calendar. You can select the location and view all doctors available at that location, as long as they share the same address.

Example:

• Newstead - There are two Newstead locations so if you want to check availability for all Drs in Newstead you will need to view both of these. The reason for this is that Dr. Andy and Ashwini are at 32 Doggett, while the other Drs such as Meghan Stafford are at 42 Doggett. Any locations where we have multiple addresses, there will be multiple locations loaded in the online booking system.

• Similarly, in Victoria, you’ll need to check both the Jolimont and the multiple East Melbourne locations to see all Drs.

Booking an Appointment

• Left-click on the preferred date and time, then select the Book option.

• Complete the patient’s details (ensure the name matches the Medicare card).

• In the Notes section:

  • Add partner details if applicable. If the patient is single, note this.

  • Briefly mention the medical history.

  • For Chill appointments, add a note indicating this.

Important!!! - Appointment Types:

Face-to-Face Appointments:

• Keep the Send Email box ticked for CF Bookings. - Special Notes: Untick for RF or Chill appointments.

• Untick the Send SMS Box for all brands.

• No confirmation email to the patient is needed for City Fertility bookings. The email will be sent automatically.

• For RF and Chill appointments, send the confirmation email manually from the relevant brand inbox (since the Send Email box is unticked for these).

Telehealth (Video Chat) Appointments:

• Untick both the Send Email and Send SMS boxes.

• In the Notes section, specify that it’s a Telehealth appointment. If it’s a video chat, mention that specifically (as some doctors consider Telehealth as a phone call).

• Send a confirmation email from the correct brand inbox, noting that it's a Telehealth/Video Chat appointment.

Save the Booking.

Notifying the Doctor’s Rooms

All appointments booked online will automatically send a confirmation email to the City Fertility Inbox. Locate this email and proceed as follows:

City Fertility Bookings -

Forward the email to the doctor’s rooms with the patient’s details. The email must include:

1. Patient’s full name, appointment date, and time in the subject line.

2. You must include a greeting to the Drs rooms, and something similar to the below:

3. Hi XXXX,

4. Please see below the patient details for a new patient appointment.

5. Kind Regards,

6. Your NAME

Rainbow Fertility / Chill Bookings -

Locate the email in the City Fertility Inbox, forward to the correct brand inbox and pick up the email from that inbox.

Forward the email to the doctor’s rooms with the patient’s details. This email must be sent from the correct brand inbox. The email must include:

1. Patient’s full name, appointment date, and time in the subject line.

2. You must include a greeting to the Drs rooms, and something similar to the below:

3. Hi XXXX,

4. Please see below the patient details for a new patient appointment.

5. Kind Regards,

6. Your NAME

Process Transfer to Clinician as normal.