TherapyPortal: Client Portal

Follow

Practices can easily enable a Client Portal (aka Patient Portal) on TherapyPortal.com. This feature is available at no additional cost to all TherapyNotes customers. To learn how to set up your Client Portal, see this article

Features Summary

  • Customized portal with your own logo and color settings
  • Patients can view Clinician availability
  • Patients can request an appointment
  • Practices can set some limits as to who/when appointment can be viewed or requested
  • Individual Clinicians can be enabled/disabled to be visible in the portal
  • Clinicians and Schedulers can approve appointment requests
  • Patients can log in to view upcoming appointments and quickly request appointments. Your portal will allow your patients to view your appointment availability and request appointments. If you have a logo uploaded to your TherapyNotes account it will be displayed on your portal page. In addition, you can customize your portal colors. TherapyNotes will even make some color suggestions based on your logo! Some of the patient instructions can also be customized. All of this can be set up from the Client Portal Settings page by a Practice Administrator. It is important to understand how client portal security works. Each practice manages their own patient accounts. Patient accounts are not needed to request an appointment, but if a patient logs in they will have additional options such as the ability to see their upcoming appointments and pending requests. This account will also be useful for future features we will be adding over time.

    Patient accounts are managed by your practice, not by TherapyNotes staff. If a patient requests an account, or needs their password reset, it’s the responsibility of the practice to manage this process. However, we’ve made it very easy to do that. On the bottom of every patient’s “Patient Info” tab will be a button to send a welcome email. This will allow the patient to create a password linked to their email address. The same location will have a password reset button which will email the patient instructions to reset their password. Because user accounts are tied to email addresses, it is important that whenever updating a patient’s email address you are certain that the person making the request is the patient. When a patient requests an appointment it must be approved by your Practice Administrator, by the requested Clinician, or by any Scheduler. A link to Appointment Requests can be found at the bottom of the SCHEDULING page. Pending requests are displayed in the calendar as tentative, and Clinicians will also see pending requests at the top of their To-Do list.

    When you review the appointment requests, keep in mind that someone can simply type any patient name in. TherapyNotes will attempt to find the matching patient based on the information they provide. To approve the request you will need to match the requester to an existing patient, or create a new patient. This will automatically send a confirmation email to the requester. You may wish to call the patient to confirm any details, particularly for new patients. Alternatively, you can deny the request, in which case it is your responsibility to communicate this to the requester. Try out the Portal for Yourself!
  • Linking Multiple Patient Accounts

    One user account can manage multiple patients (example: if a parent has multiple children under their care). In this case the email address must be the same for all patient accounts. If the email address is already linked to a patient, a button on the other patient will let you make this happen.
  • Approving Appointment Requests
  • Patient Accounts and Security
  • Patient Portal Basics

We encourage Practice Administrators to visit the Client Portal Settings page, enable the portal, and test it to see how it works. Try requesting an appointment as though you were a new patient. When you’re ready, begin telling your patients about the new portal and add a link to it on your practice’s web site.

 

Have more questions? Submit a request

Comments

  • Avatar
    Karen Muehl

    Quick question: How do I customize the length of the appointments offered? Most of my sessions are 60 min. in length and I always allow 15 min. between appointments. Is there a way to tell the portal how much time to leave between scheduled sessions? It seems to default to back-to-back 45-min. sessions.

  • Avatar
    Jeremy Setters

    If you are providing services for a family of 3 kids lets say for example. Is there a way to log in and look at all the kids under one log in or does it need to be a different email and password for each child?

  • Avatar
    Karen McGahan

    Is there a way to block off time in the middle of the day for lunch or whatever, other than creating a pretend client and just putting them in that spot? Thank you!

  • Avatar
    Sara Baldwin

    Karen, I know the answer to your question - when you are putting a new item into your schedule, click on the Type of Entry box at the top - it defaults to Therapy Session, but you can change it to Scheduled Event and put in your lunch or whatever breaks you'd like.

  • Avatar
    Sara Anderson

    I have vacation time blocked out in the schedule and yet the patient portal is showing appointments available all day during that time. This is a major concern.

  • Avatar
    Natalie Wingfield

    When will we be able to have clients complete intake paperwork on the portal and will we be able to customize forms? Is secure messaging going to be a feature?

  • Avatar
    Natalie Wingfield

    Doesn't it email you to notify you if someone requests an appointment? Just did a test and didn't get any kind of notification except for it showing up in my schedule.

  • Avatar
    Anthony

    Hi Karen Natalie and Jeremy,

    I hope this helps answer your questions.

    The client portal will round up all appointments to the nearest 15 minute interval, so if you are scheduling 45 minute, 60 minute, or 90 minute sessions, it is possible to have back-to-back appointments shown as available on the portal.

    To customize the session duration, you will need to navigate to settings -> service codes -> and click "edit" for the default service code for a service type. The client portal currently offers Therapy Sessions and Therapy Intakes, so you should edit the default service codes for these types. Click "edit' for the service code you would like to revise and ensure that the box is checked for "make this the default service code." Then change the session duration of the service. Example: If you change the duration of a 45 minute Therapy Session to a duration that is 46 minutes in length or up to 60 minutes in length, the system will recognize this change and present the next available appointments on the portal every 60 minutes. This gives you a 15 minute buffer between appointments. Make sure to also edit the settings for your Therapy Intake default service code if you wish to do this.

    Sarah is correct, you can also change your type of entry to a "scheduled event", or "vacation or black out period" in order to schedule blocks of time for breaks and for lunches. You can set the frequency of these appointments so that they populate for future dates. Sarah, please call customer support if you are having issues with the vacation time block out.

    You can also edit your work schedules so that you are available at multiple time periods throughout the same day. For example, set Monday's 9 AM - 12 PM, and then set another for Mondays 1PM - 4 PM, and another for Monday's 6PM - 9PM.

    Natalie, the portal does not email the clinician, the scheduler, or the practice administrator when appointments are requested. These appointments only appear in your to-do list and appointment requests. However, the client will receive an email when the appointment request is approved. They do not receive an email if the request is declined - we recommend you reach out to them to find another suitable time.

    Natalie, you have the ability to customize some wording for instructions on your portal home page, and when clients request appointments. This can be edited in your Client Portal settings.

    Jeremy, the family needs to provide the same email address for each patient, and your practice needs to link the accounts. Once you've sent the welcome email so the primary client can create the account (go to the patient chart -> patient information -> "client portal access" at the bottom, and send the welcome email), you can link other patients to that account. To link the accounts, make sure the email address is the same for all patients in that family, then go to the patient information tab for each patient and "Link Patient to Portal Account" under Client Portal Access. When the user logs in and requests an appointment they will see a pull-down of their patients.

  • Avatar
    Kristina Monroe

    Will there be a way for clients to select appointment times based on office location? I have set my work schedule to reflect each office I work out of; however, clients are not able to see this.

  • Avatar
    Anthony

    Natalie, in regards to your question about client intake paperwork and customized forms: these requests are next priority for the portal.

    Secure messaging is a planned feature as well, but as a much lower priority relative to other items on our list. We currently do not have a time frame available for completion. As soon as we move these features from planning we will provide updates.

  • Avatar
    Anthony

    Kristina, locations will be added as part of a future release. Sorry for any inconvenience for the time being. For now, we recommend adding "Appointments Instructions" via your Client Portal settings to reflect your location information, and which clinicians are available at each location if wish to do so. You can add any other relevant information there as well.

  • Avatar
    Lacie Morrison

    It would be helpful for me to be able to schedule sessions other than intake or therapy sessions; for example, I provide evaluations for immigration cases. Is there a way for clients to choose "intake" or "evaluation" for their appointment?
    Also, I cannot find a way to edit the welcome email or the appointment confirmation email.

  • Avatar
    Anthony

    Lacie, as of now new clients can only request "Therapy Intakes" and existing clients can only request "Therapy Sessions" on the portal. However, you can change the type of entry for the appointment as well as other settings in the appointment request after they schedule the session, just as you would if you edited the appointment in your calendar. Additional service types will become available in the future and the wording may change very soon.

  • Avatar
    Angie Speller

    First of all this isn't my company logo or my company name, so I don't know why it's showing up. Secondly, I am confused. We won't be notified if a client schedules an appointment we just have to monitor our schedules? How will I know if the person is real or if they are a bot spamming the site?

  • Avatar
    Angie Speller

    In the portal is there a way for them to cancel their appointment?

  • Avatar
    Natalie Wingfield

    I agree, I don't see how this will be useful if we don't get an email notification if someone schedules. We have to periodically monitor to see if anyone made a request?

  • Avatar
    Jordan

    Angie,

    Are you referring to your portal logo? I looked into your portal logo and that is what you have in your TherapyNotes logo. There are three spots you will be notified. First Location is the to do list, second location is on your schedule as a tentative appt, it is stripped. Third location is the appt requests under the scheduling tab at the bottom right. They can cancel the appt only before it is approved by the clinician. After the appt has been approved, if client needs to cancel they will need to call the practice. After you approve the appt, there are instructions on the portal for the patient on how to cancel the appt. The instructions will state to patient to call the practice to cancel the appt. Please let me know if you have any questions. Thank you.

  • Avatar
    Bernard Newton

    It'd be great to have the ability for clients to cancel their appointments as well. Perhaps this can be a feature that we're able to turn on or off depending on the time frame before their scheduled appointment.

  • Avatar
    Jordan

    Bernie,

    The client can cancel the appt only before it is approved by the clinician. After the appt has been approved, if the client needs to cancel they will need to call the practice.I will forward this as a possible future feature request. Thank you!

  • Avatar
    Megan Pollock

    I have a number of clients that I see in multiple modalities. I may work with a couple and also see one or both members individually. How would clients be able to indicate which type of appointment they need (for the individual or the couple)?

  • Avatar
    Anthony

    Megan,

    The ability to offer additional services from the portal will become available at a future release. We are currently working on those features.

    For now, we recommend setting your default CPT codes for your Therapy Intake and Therapy Session types appropriately, and asking your clients to provide specific information in the comments section of the request. You can provide instruction to your clients via your Client Portal settings in TherapyNotes. You can adjust your default CPT codes for each service type in your Service Codes settings.

    When you receive an appointment request, you can change the service type and service code based on the information provided by your clients, and if you need additional confirmation you can always reach out to the client.

  • Avatar
    Patty Delaney

    Is there a way to change the welcome email message? I don't have a website to post the link so I was hoping to give my clients the url to the therapy portal.

    For clients to cancel their appointments, can I add my email address to that message? I'd prefer to have clients be able to cancel their appointments on the portal without having to call me, so this is my official request.

    Thanks!

  • Avatar
    Patty Delaney

    Also, would it be possible to add who can see available appointments? I'd prefer if only existing clients be able to see available appointments, (instead of everyone or no one).

    Thanks!

  • Avatar
    Anthony

    Hi Patty,

    The system does not currently allow you to change the welcome email, but any welcome email you send to a client will include your unique URL. That URL can be set up in your Client Portal settings from the settings menu. It will typically be https://www.therapyportal.com/p/ followed by your practice code. You can also send your own welcome email to your clients separately from the TherapyNotes system. Just make sure to reference your unique URL.

    If you only want existing clients to be able to request appointments, you can adjust your settings in Client Portal settings. Under "Scheduling Settings" within "Client Portal Settings" change "Allowed to request appointments" to Existing Clients.

  • Avatar
    Kathleen Munsell

    I want to say thank you for the great job in setting this up for us! I too would love for my patients to be able to cancel their appointments. I can't wait to be able to direct patients to the portal for intake paperwork. Again, thank you for these added features.

  • Avatar
    Sara Anderson

    I'm getting a lot of feedback from clients that they either can't access the portal, even when I resend the welcome email, or that they have submitted appointment requests, but nothing is showing up in "pending."

  • Avatar
    Karen Chambre

    can clients cancel or change their appointments on the portal

  • Avatar
    Jordan

    Karen,

    They can cancel the appt only before it is approved by the clinician. After the appt has been approved, if client needs to cancel they will need to call the practice. After you approve the appt, there are instructions on the portal for the patient on how to cancel the appt. The instructions will state to patient to call the practice to cancel the appt. Please let me know if you have any questions. Thank you!

  • Avatar
    Jordan

    Kathleen,

    Thank you for the feedback! They can cancel the appt only before it is approved by the clinician. After the appt has been approved, if client needs to cancel they will need to call the practice. After you approve the appt, there are instructions on the portal for the patient on how to cancel the appt. The instructions will state to patient to call the practice to cancel the appt. There will be more added features in the future which will include where you will be able to upload documents for the patients, like intake paperwork. Please let me know if you have any questions. Thank you.

  • Avatar
    Jordan

    Sara,

    I'm going to reach out to your regarding your issue. Thank you.