The handoff from a practice website to Cliniko
Make the journey into an external booking system feel clear, with matching names, appointment information and expectations.
The booking button is only the beginning
Cliniko provides online booking features that practices can configure, including settings affecting appointment information and booking conditions. That flexibility means the website and the booking system need to be reviewed together. A clear service page can still lead to a confusing experience if the next screen uses different appointment names or hides information the visitor expected to see. This is a workflow guide, not a product ranking.
Match the language on both sides
List the labels on your website and the corresponding appointment types in the booking system. If a first-time visitor should choose an initial appointment, use a consistent term and explain it before the handoff. Avoid expecting people to understand internal billing codes or abbreviated clinician names. Where different appointment types require different eligibility, have the appropriate practice team approve the explanation.
Check the practical information
Confirm that fees, duration, location and cancellation information are consistent wherever they appear. Cliniko’s published feature page describes controls for details such as price visibility and advance booking time. The existence of a setting does not establish how your practice has configured it. Review the actual patient-facing journey rather than relying on a vendor feature list.
Explain the transition
A button can say that it opens online booking and, where useful, name the booking provider. If the system opens in another tab or domain, ensure the visitor can recognise the practice when they arrive. Provide an administrative contact route for people who cannot complete the process. Do not make a failed booking journey the only way to discover reception details.
Test without making an accidental appointment
Use the provider’s supported test approach or an agreed internal test slot. Do not create a real patient appointment merely to see whether a button works. Check the success, cancellation and unavailable-times states. Confirm which messages are automated and what they mean. Record the settings checked and review again after service, fee or practitioner changes. Never use a real patient’s information in a design demonstration.
Sources & further reading
Primary sources used for this guide. Practical arrangements can change; follow the official source for current details.
Researched from the linked sources, with editorial interpretation and practical suggestions. No visit, interview or product test is claimed. Our editorial standards.
Put the ideas to work.
Write down what a new visitor needs before making their first booking. This is a communication tool, not clinical guidance.
Open first-visit website audit ↗