Professionals: Clients Booking Management Feature

This article explains how clients can manage and modify their bookings directly from their client dashboard.

If you are a professional participating in our Wellbeing Hubs programme or using your Kara Connect Workstation to run your practice, the following information will be useful to you.

Kara Connect's vision is to ensure that Wellbeing and Mental Health are universally valued, and that preventative support is accessible and prioritised to address people's specific needs and concerns.

To achieve this, we need to ensure that all clients have access not only to amazing and experienced professionals such as yourself, but also to best-in-class confidential and secure tools, through which they can easily access your services.

With this vision in-mind, we have developed and improved the Client Booking Management system.

What are the Benefits of the Client Booking Management feature?

• Benefits for Clients:

  • More control and flexibility over their sessions
  • Ability to cancel and rebook sessions with ease
  • Save time by not having to contact the professional in order to modify or cancel a session
  • Improved client experience by offering a more convenient and user-friendly booking system

  Benefits for Professionals:

  • Better and easier management of schedule
  • Less administrative work
  • Improved client experience by offering a more convenient and user-friendly booking system
  • Allows professionals to focus on providing the best care for their clients
    
    

What is Client Booking Management?

As you are aware, until now clients who need to modify a session have to contact their professional directly via email or phone, which increases the administrative workload and creates friction and complexity for both parties when the focus should be on improving clients' wellbeing.

With this new feature, clients who book sessions with our network of professionals through our Wellbeing Hubs program or directly through your practice can not only book sessions, but also reschedule or cancel sessions directly in your calendar* for improved customer experience, relationships, and more control and flexibility, while reducing administrative work for everyone involved.

What happens when someone cancels or rebooks a session? Will I receive an email?

Yes - you will receive two emails:

1. A session cancellation email (for the session that was cancelled)

2. A session confirmation email (for the newly booked session)

Both the professional and the client will receive these emails - please see examples of them below.

1. Session cancellation emails:

         Cancellation Email to the Client               Cancellation Email to the Professional

2. Rebooked session confirmation emails:

Email to the professional

Email to the client

What will I see in my Kara Connect Sessions tab (Calendar):

1. Log in to your Kara Connect account and go to the Sessions tab.
2. The cancelled session will appear with a line through it.
3. You can see the details of the cancelled session by clicking on the session itself, as per the image and GIF below.

4. The newly booked session will appear in the Sessions tab as a normally booked session.

How can I process payment for a session that is cancelled with less than 24 hours notice?

If you are participating in our Wellbeing Hubs Programme, you are entitled as a professional to charge for a session that is cancelled with less than 24 hours notice.

To learn more about how to process charges for no-shows or late cancellations, please see this article.

What if my cancellation policy is more than 24 hours?

If you (outside our Wellbeing Hubs programme) have a different cancellation policy of more than 24 hours, clients attempting to modify their booking will see the message below in their portal:

• Clients will see this message when attempting to modify/edit their session: "Please be aware that a modification penalty may apply depending on the professional's Terms & Conditions."
• Professionals have control and can decide whether to cancel the session and charge for it or not. To learn how to do this, please click here.

We hope that you are as excited as we are to introduce this (and more!) upcoming features as we scale our solution to support your business further.