Troubleshooting Patient Self-Scheduling Issues in the SigmaMD Patient Mobile App

If a patient is unable to find availability for self-scheduling in the SigmaMD mobile app, there may be multiple reasons for this. Below are the possible causes and solutions to resolve the issue.

1. Check for Existing Events Blocking Availability

Any appointment or other event on the clinician’s SigmaMD calendar will prevent self-scheduling during those times. Blocks will also prevent self-scheduling if the "Block Calendar" option is turned on.

This includes external calendar events as well. Google or Microsoft events will sync with SigmaMD and block availability. If needed, disconnect all external calendars to eliminate conflicts and ensure availability for patient self-scheduling. To check or adjust external calendar settings, go to external calendar settings.

2. Verify Working Hours and Shifts

  • The clinician may not have enabled working hours, or they may be incorrectly set.
  • Additionally, shifts may be configured to exclude specific visit or appointment types, which could limit availability.

Important:

  • If you add new appointment types in Practice Settings, you must manually enable them per shift in Working Hours.
  • Don’t forget to click the Save button below the shift list for your changes to take effect.

To check or update working hours and shifts, go to working hours settings.

3. Verify the Settings for Each Appointment Type

Open your appointment settings to ensure all necessary configurations are correct for each appointment type. Click Edit next to each appointment type to review its settings.

On your appointment type settings, check for:

  • Ensure Patient Self-Scheduling is turned on.
  • Earliest and Latest Scheduling Periods: These settings determine how soon and how far out in time a patient can book an appointment.
  • Availability: Is it set for all visits? If not, does it match the patient's current situation? E.g., if set for first visit only and the patient has had a first visit already, it won't show on the patient's app.
  • Patient memberships: Ensure your patient matches the membership requirements.
  • Bookable Clinicians: Ensure that the correct clinicians are set as bookable, and that they have working hours and shifts correctly set (see number 2 above).

Learn how to set up patient self-scheduling here.

Final Steps

After checking and adjusting the settings above, have the patient try self-scheduling again.

If the issue persists, reach out to our support team for further assistance.