Questions

Frequently asked questions

Everything practices usually ask before getting started. Can't find what you need? Get in touch and we'll answer it.

Getting started

How long does it take to get started?
Most practices are booking patients the same day. A setup wizard asks for your practice details, branch, opticians, opening hours and appointment types one step at a time, and saves as you go.
Do I need to install anything?
No. BusinessDayBook runs in your web browser on any computer, tablet or phone. There's nothing to install or update.
Can I bring my existing patients?
Yes. Import patients and future appointments from a spreadsheet (CSV). Every row is checked, and anything that needs fixing is listed so you can correct it and import again.
Can I try it first?
Yes. Ask us for a demo and we'll walk you through it using your own appointment types and opening hours.
We have more than one branch. Is that a problem?
No. Add as many branches as you need. Opticians can work at several branches, and they can never be booked into two places at once.

Online booking

How do patients book?
They choose your branch, the type of appointment, and an optician if they have a preference. Then they pick a month, a day and a time, and enter their details. They get a confirmation email with a calendar invite straight away.
Can I control what patients can book?
Yes. You choose which appointment types and opticians are bookable online, the minimum notice, how far ahead patients can book, and a cut-off for changes and cancellations.
Can patients change or cancel online?
Yes, using the link in their emails, up to the cut-off you set. Changes and cancellations update your diary straight away.
Can it use our own web address?
Yes. Use an address such as book.yourpractice.co.uk. We set up its secure certificate for you once you add one DNS record. You can also link to it from your existing website.
What stops spam or fake bookings?
Limits on how often anyone can book, checks that a real person filled in the form, and an optional bot check from Cloudflare. Online bookings never change an existing patient's record.
Is there a charge per booking?
No. Online booking is included in every plan. Confirmation and reminder emails and texts use communication credits.

Patients and their data

What can I record about a patient?
Contact details and preferences, date of birth, GP, NHS number, family links, alerts (such as "needs step-free access"), notes and documents. The NHS number, alerts and notes are encrypted in the database.
How do recalls work?
When an appointment such as an eye test is marked attended, the next recall date is set from your rules for adults, children, older patients and contact lens wearers. Send recall emails, texts and printed letters in bulk, and see who booked.
How do we handle a subject access request?
Open a data request, and the system finds everything held about that patient. It builds an export (a readable summary plus the data itself) for you to check before it's released.
And a request to be erased?
You see exactly what will happen first. Records are grouped into those that will be deleted, those anonymised (kept for your figures without the patient), and those the law requires you to keep, which are locked. Only the owner can confirm, with a fresh two-factor code.
Who owns the data?
You do. Your practice is the controller and we are your processor. You can download everything your practice holds at any time, and you get a full export if you leave.

Emails and texts

What does a communication credit buy?
One text uses one credit, and one credit sends 5 emails. Credits come in blocks of 1,000: that's 5,000 emails or 1,000 texts, or any mix.
What happens when credits run low?
We tell you before they run out. Switch on automatic top-up and a new block is bought whenever your balance drops below 100 credits, so messages never pause.
Can emails come from our own domain?
Yes. Once you add the DNS records we give you, patient emails come from an address such as [email protected]. Until then they come from our address, with your practice name.
What do texts say?
Just the essentials: your practice name, the date and time, and the branch. Texts never say what the appointment is for, because they can be read on a locked phone.

Security and hosting

Where is the data stored?
In the UK or EU, encrypted at rest, with daily backups. Emails go through an EU-hosted provider, and texts through an EU region.
How are accounts protected?
Everyone signs in with a password and a code from an authenticator app (two-factor authentication). Sessions end after 30 minutes of inactivity, and repeated failed sign-ins lock the account for a while.
Can your staff see our patients?
No. Our admin tools show accounts, counts and errors only, never patient records, and there's no way to sign in as one of your users.
Is there an audit trail?
Yes. Every change, every opening of a patient record, every download and every sign-in is logged, and the log can't be edited or deleted.

Plans and billing

How are plans priced?
Monthly, by the size of your patient list. Every feature is in every plan. All prices exclude VAT, which is added at checkout.
Can I change plan?
Yes, at any time. Moving up starts straight away, and you pay only for the rest of the month. You can move down once your patient list fits the smaller plan.
How do I pay?
By card, through Stripe. Update your card and download invoices yourself from the billing page.