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Enquiries and leads

The enquiry form's own address; Leads, under Growth in the menu on Start; Settings, Enquiries and applications.

EVERY ENQUIRY IS A LEAD, whichever way it came: the enquiry form, an application, a WhatClinic or forwarded email, an Instagram message, or a marketing agency's form. Leads shows the organisation each is for, and its Source column says how it came in: Enquiry form, Application, WhatClinic, Forwarded email, Instagram, or the name of the marketing agency whose form it came through. The links under the filter bar narrow the list to one way in. That is separate from Heard of us on the lead, which is what the person said, where they were asked. A person who has used the same email or mobile before is added to the lead they already have rather than given a second. Where a lead came from a form that held more questions than the lead page asks, the lead shows every answer the form recorded, in the order it asked. Each new lead raises one to-do for the people named under Settings, Enquiries, who answers, chosen separately for each organisation. Whoever answers completes it for everyone. Answering is a message sent from the lead, a call logged, an outcome recorded or Close. It is due two working hours after the lead arrives, and the people named to be told of overdue enquiries are alerted if it is not answered. Open the to-do and the Lead link opens the enquiry. A lead that came from a marketing agency's form is sent no guide and no follow-up automatically; those go only to people who came through a practitioner's own page.

THE ORGANISATION'S OWN ENQUIRY PAGE is the organisation's address followed by /enquiry, for enquiries about the hospital as a whole rather than one surgeon. It asks for a name, an email, an optional mobile and what the person is interested in, and lets them choose a surgeon or leave it; the choice lists only the surgeons who have opted in to the public enquiry form on their own contact card and whose privileges there are active, and is left out where nobody has. The organisation is named as it is in its own record. It carries none of a surgeon's guide or application material and sends nothing automatically. A lead from it, or from a partner's form that names no surgeon, has no surgeon until a coordinator sets one: the Practitioner card on the lead lists the organisation's practitioners, meaning the people who see patients in clinic or operate, not anaesthetists or theatre staff, and choosing one puts the lead in that practitioner's practice and adds that practice's people to its to-do. It can be changed the same way until the lead is finished, but an application stays with the surgeon it was made to. Everyone named to answer enquiries sees the enquiry, whichever surgeon it is for; an application's clinical answers stay with its surgeon and their coordinators.

THE NEW-LEAD POP-UP appears at the bottom right of every page for the people named to answer enquiries at the lead's organisation, and they are texted at once when it arrives in working hours, with the person's name, the organisation, the procedure and a link to the lead. Several leads stack. Its ring is four equal quarters, one for each of Hot (the first 15 minutes), Warm (to an hour), Cool (to two hours) and Needs reviving, running clockwise from twelve o'clock in working time: the part still to run is coloured, the part gone is grey, and a dot marks now. A bell on the ring marks each time somebody is told that it is unanswered, with their name and the clock time, and says escalated once it has passed. The centre counts down to the next change and says what it is. Call dials and logs the call; Message opens the reply on the lead; Take marks it as yours, and for everyone else the card becomes a pill saying who has it, still ticking; Hide folds a card into a pill that keeps ticking, and pressing the pill opens it again. A call logged, a message sent or the lead closed is an answer, and clears the card and the to-do for everyone. A lead that arrives outside working hours is sent the organisation's holding message at once, by text and by email (the email also carries the first message marked Ready on the Nurture pathway that fits them, rewritten for what they asked where AI is on, or as written where it is not), and its card and its team's texts begin when the team is next in, with the clock at nought. Under Settings, Enquiries, Answering new enquiries, Telling people as a lead goes unanswered lists who is told and after how many working minutes, and Out of hours holds the holding message. The email has one designed layout for every organisation, with the organisation's logo, colour, tagline and website, a heading, a panel saying when the team is back and a footer; it carries no phone number and invites no call before then, only a reply with a time that suits. What you write is the subject, what we say, the paragraph after the panel, the sign-off and the text message. {next_opening} is replaced with the time the team is next in, and the text message shows its length against the 160 characters of one message, with a sentence saying we have also emailed them added only where an email went. Working days and hours are set above them. Test and Junk on its card clear the lead for everyone in the group, after asking Clear this for everyone: Test for a test lead, which is then left out of the figures, and Junk for spam or a mistake. A second enquiry from the same person within half an hour of an answer is noted on the lead and does not raise the pop-up again.

TEST pressed on a lead, beside Close, marks it as a test and not a lost enquiry: it is closed, its shared to-do is cleared for everyone, it shows as Test in the list and under the Tests filter, and it is left out of Open and Closed and out of every figure that counts enquiries by where they came from or how they ended, including the files the marketing agency downloads. Use it for the agency's own test through a live form, or a colleague's.

INSTAGRAM MESSAGES. Where an organisation has Social and has turned Messages to Leads on for one of its connected Instagram accounts (Social, Settings, beside the account), every person who sends that account a direct message becomes a lead, named by their Instagram name, or their @handle where they have no name, in the organisation's practice where it is one surgeon's brand; a later message from the same person joins the same lead. A new Instagram enquiry is a to-do for the people who answer, with no pop-up or text. Fedelsoft asks Instagram for the person's name when they first write, and again later, a few times, where Instagram would not give it; until it does, the lead reads Instagram enquirer. Their name or handle is shown wherever the lead is, and the lead's Source shows the handle. A name that somebody has typed on the lead is never replaced. A later message from the same person tells only the surgeon the lead is assigned to, and nobody where it is assigned to no one. On the lead, Instagram shows the whole conversation, their messages and ours, including answers typed in the Instagram app itself, and a box to answer in: Send puts the answer into the same Instagram conversation, from the account they wrote to. Guide price link adds a sentence with the guide price page to the answer, where guide prices are online. Instagram allows an answer typed here for 7 days after their last message; the card says until when, and after that says so instead of offering Send. An answer sent after the first 24 hours goes to Instagram as a reply from a person, and the card says so. A lead that came by Instagram shows Not running: answered on Instagram on its Sequence card, because the enquiry emails and call tasks do not run for it. The enquiry emails and call tasks do not run for an Instagram lead, which has no address or number until they give one. Where the sender is already a patient, open the lead and press Same person beside the patient the page offers by name: the lead is closed as an existing patient, so it is no longer a new enquiry, and what they write to that Instagram account afterwards is read under Patients, Communication and not on Leads.

A GUIDE PRICE WITHOUT APPLYING. Where the organisation has switched it on, its portal address followed by /portal/price, linked from the portal's sign-in page and the organisation's enquiry page, lets somebody not yet ready to apply see a guide price straight away. They give a first name, the procedure and either an email address or a mobile, and a six-digit code goes to whichever they gave; the right code opens their account and shows the guide price for that procedure, said plainly to be a guide and not a quote. WHOSE PRICE IT IS: a practice's own page, the same address followed by ?p= and the practice's page address and linked from that practice's front door as See a guide price, offers that practice's own procedures at its surgeon's own figures, falling back to the hospital's figure for a procedure the surgeon has not priced, and its leads join that practice, whose surgeon and coordinators are told. The plain address offers the procedures on the organisation's own enquiry form at the organisation's figures; an organisation with nothing on its own form and one practice taking applications, such as a surgeon's own brand, is that practice's. They are then offered quicker ways back in: their phone's face or fingerprint, or a password of at least ten characters, or they can carry on using a code each time. Their page invites them to refine the guide by adding their date of birth, photographs and a little background, and offers Book a consultation when they are ready. Nothing pushes them to apply. Each person is a lead on Leads from the moment the code is right, the enquiry team (or the practice's surgeon and coordinators) is told on Start, and they are followed up by the organisation's own sequence under What we send afterwards, its emails and its call tasks, exactly as any enquiry is, until it is stopped on the lead or they reply.

COMBINATIONS ON THE GUIDE PRICE MENU. In Settings, Enquiries and applications, Combinations lets a practitioner, a Director or IT Support add a short name for several procedures at once, such as a tummy tuck with a breast lift, by ticking its procedures. The combination sits on the guide price page straight after the first procedure ticked, and its guide price is the dearest procedure in full plus each of the others at a discount, from their own guide prices, shown as From. The discount is the practitioner's own where they have set one in the same card, under When there is more than one procedure (45 there means each later procedure costs 55% of its guide price), and otherwise the organisation's rate for a procedure after the first. Three more boxes there set the discount that is filled in on the practitioner's quotes with more than one procedure. Each saves as it is typed, and leaving all four empty follows the organisation and fills in nothing on quotes. A combination is offered only when every procedure in it has a guide price; the card says which one is missing. Someone who chooses a combination makes one lead that names the combination and every procedure in it, and the lead page, the list and the reviewed guide price all show the full set.

GUIDE PRICE ACCOUNT, on such a lead, shows how they sign in, when they last did, and what they have added: surname, date of birth, background and the photographs as pictures that open full size. Everything they add counts as a reply, so the sequence stops and no further message or call task is raised, and the team is told once, on the first thing they add, so a lead that is held is not left unseen. Once they have added all four, the lead comes due and the team is told the guide is ready to review. Type the reviewed figure and a note for them in the card; both save as you type, and they see nothing until you press Tell them. Attach, beside Video, adds a recording of your assessment as MP4, MOV or WebM; it plays in the card, and Replace and Remove change it before it is sent. Tell them sends a short email or text saying it is ready to see, mentioning the video where there is one. The whole message is then kept: it is listed under Sent so far on the card, written out in full in the lead's log, and shown in their account, newest first with earlier ones under Earlier messages from the team. The figure, note and video boxes are then empty for your next message. Their account has a Write to the team box: what they type there is kept whole, written out in full in the lead's log, shown in the card under Messages as what they wrote, and counts as a reply, so the lead comes due and the team is told each time. Answer in the Note or reply box and press Tell them: the figure can be left empty, and then they are sent a short email or text saying you have replied, and the account shows your words. When they add anything else, the lead comes due again and the team is told, so the conversation can carry on. A person who comes back to their account is noted in the log, but that alone is not a reply. A reply from a guide price account holds the follow-up sequence only while the conversation is live: a week after the last word from either side, and so long as the lead is not booked or closed, the lead goes back to being chased, counting its remaining steps from that day, and the lead says when. A reply by Instagram or any other way holds for good, as before. The surname is asked for inside their account, and can be typed on the lead by staff in the card.

EACH PRACTITIONER HAS THEIR OWN PUBLIC PAGES, switched on for their own practice in Settings, Enquiries and applications, at the organisation's address followed by their own: for example the organisation's address, then a slash and their name. There are three, built for a phone and needing no account. The FRONT DOOR is the plain address: a welcome in the practitioner's own words, an Apply for a consultation button, and a Read my guide first card. APPLY, the front door's address followed by /apply, is the whole application on one page: first name, surname, email and mobile, the procedure, when, the budget, age, height and weight (typed in whatever unit, such as 5ft 7 or 170cm, 11st 4 or 70kg), whether they use any nicotine-containing products (no, smoke, vape, or other nicotine products such as patches, gum or pouches), whether they have had surgery on that part of their body before, what matters most to them, how they found the practitioner, and their agreement to be contacted. GUIDE, the front door's address followed by /guide, asks only for a first name, a surname and an email address and sends that practitioner's guide straight away as a PDF, with a link to Apply; that person is a lead from that moment, marked Guide only, and if they later apply with the same email address it is the same lead, shown by its full name, and the surname from the application is the one kept. Emails to them greet by first name only. A lead received before surnames were asked for shows its first name alone and works as before. The old two-step form is gone, and an older link from a guide email opens the application page. BMI is worked out from the height and weight and never asked. Every page carries the organisation's own logo and address, read from its own record, so an organisation's pages never show another organisation's; a practitioner's own logo is used only where it was kept for that organisation. Switching Take applications off or on shows to the next visitor, because none of these pages is kept anywhere.

HOW THE PAGES LOOK is the practitioner's own, in Settings, Enquiries and applications, How your pages look: a logo, a portrait, up to eight credential pictures each with the words a screen reader says for it, the colours, two typefaces, and the lines of welcome, the consent wording and the address at the foot. Every box saves itself, and a picture is opened in the browser with Open, never downloaded. A practitioner who has set nothing has a plain page in Fedelsoft's own colours with no pictures, which works but is not theirs.

OVERRIDE CODES, in Settings, Enquiries and applications, are the way past apply first for somebody the practitioner has agreed to see. The practitioner, or a Director or IT Support holder acting for them, makes ten at a time: six letters and digits that cannot be mistaken for each other, used once and good for that practitioner alone. The card lists the unused ones, each with Revoke, and the used ones with who used them, when, for which patient and the reason they gave. Using a code needs a reason, written on the patient’s record with the booking.

EVERY APPLICATION IS GRADED green, amber or red on the practitioner's own rules: whether the budget reaches the procedure's guide price, BMI inside the operating range, and nicotine use. All three in line is green, one out is amber, two or more is red, and the lead shows each rule in line or out in words. What they said about when they are thinking of having it is kept and shown on the lead and in the call guide, but no answer to it, including just researching, counts as out of line. A BMI at or under the practitioner's own target counts as out of line, as does one that cannot be worked out. The practitioner, or somebody with Director or IT Support access, can change the grade on the lead with a line saying why, and the lead keeps what the rules said beside it.

On sending, the person is emailed the guide again, the guide price for their procedure (the practitioner's own figure where they have set one), and the welcome video where there is one. Green and amber are told the coordinator will be in touch within one working day if the procedure looks right for them, and become one task shared between all the coordinators that practitioner has named, leaving off anybody on leave that day, titled with their name and procedure and carrying the link to the lead. It is on every one of their lists, and whoever ticks it finishes it for all of them; the task then shows who ticked it and when. Red is thanked without that promise, has no task, and is given a date to be looked at again. Ticking the task on Start asks how it ended: consultation booked, not suitable, no answer or callback. On the lead, Close is where it ends: Booked records the consultation as booked and ticks the task, Unsuitable records not suitable and ticks it, and any other reason ticks it too; calls are recorded with Spoke and Missed. Booked also links the lead to its patient and moves it to Booked: Fedelsoft looks for the one patient with their email or mobile and a name like theirs. Where there is nobody, or more than one, nothing is recorded; on the lead, Book opens so you can pick the patient or press New patient, and on Start the tick is refused until that is done from the lead. A practitioner's leads are seen by them, by their coordinators, and by Director and IT Support holders.

THE PRACTITIONER'S OWN CRITERIA. A practitioner may also set a BMI target, a BMI floor and a minimum budget of their own, under Grading in Settings, Enquiries and applications, and on any flagged lead. Where the procedure asked about has a guide price, the budget is judged against that price, as the grade judges it; the minimum budget applies only to a procedure with no guide price. An application that misses only on budget goes ahead, marked Under budget on the lead. One with a BMI at or under the target, or whose BMI cannot be worked out because the height or weight is missing, goes ahead too: it is graded as normal, with that BMI counted as one item out of line, so on its own it is amber, it is sent the graded reply that says a coordinator will call, a coordinator's task is raised, and the lead is marked BMI below target. Only an application below the floor is held: it is sent a short acknowledgement that mentions no criteria, no coordinator's task is raised, and it waits in Leads, under Open and Flagged, marked Below floor, with each criterion it missed shown beside its value and a reply drafted for the practitioner in their own voice, from what the applicant wrote. On that lead, Book and Assess (a consultation about something other than the procedure asked for) send it to the coordinators as a task; Decline opens the reply, to send as it stands or edit, and nothing goes until Send, which also closes the lead as not suitable. The criteria are corrected on the lead itself, and an application that no longer misses the floor then goes ahead. An application that was flagged before this changed still waits to be decided.

THE CALL GUIDE. The to-do for every green or amber application opens with a guide for the coordinator's call, filled in from the application: who to ring and about what, the day they applied, what they said about when they are thinking of having it, the grade and, for an amber one, the item out of line, then the applicant's own words on what matters most to them and the steps of the call. The step for an amber application gives what to say about that item: height or weight to be asked for, the BMI to be talked through by the practitioner at the consultation, nicotine, or a budget below the guide price. It says what the consultation is, with the practitioner personally, in person or remote, and quotes the consultation fee where the practitioner's consultation invoicing names one and it has a price; where it does not, that clause is left out. It ends by telling the coordinator not to quote a final fee, judge suitability or promise results. The reasons for the grade follow it on the to-do.

SOMETHING ELSE is on the procedure step beside Not sure yet, and they are different answers: Not sure yet is for somebody who has not decided, Something else for somebody who has and cannot find it on the list. Choosing it asks what they are considering in their own words, which is required, and a search that finds nothing points them at it. Those words go on the lead and into every message to them, so they are written to about the thing they asked for rather than about the procedure you asked about, in those vaguer words. The task says plainly that nothing on the form matched and there is no item behind it yet, so nobody quotes before finding out whether we do it. Leads and the lead page mark it not on the form.

INVITE, on a lead that came by email, shows on the lead the exact text message and the exact email (subject and words) that would go, filled in with the person's name, procedure and guide price. Both can be changed for this send only; the standing wording is not. The application link sits between the parts you can change and cannot be removed or altered. Send sends them; Cancel closes and sends nothing; where a channel cannot go, it says why instead of showing its box. Each message is kept on the lead's history exactly as it went, and opens where it is listed. It goes by text to the mobile and by email to the address held, which may be WhatClinic's relay; where it is, the lead says so beside Invite. Email in the lead's header is different: it opens a message to their own address in your own mail and logs that you did, and it needs an address of theirs. The name, mobile, email, procedure and guide price are corrected on the lead itself and saved as each box is left; choosing the procedure fills in today's guide price for it, which can be changed before sending. Each channel is written on the lead's log, sent or not. When they apply with the same mobile or email, the application joins the same lead. An enquiry that arrived for nobody's practice, such as one sent to a hospital's address, has Practice on the lead instead of Invite: choose the practice it is for, from those at the same organisation, and the lead joins it, its coordinators are told, and Invite appears if that practice takes applications. The lead's history says who chose it.

EVERY ENQUIRY BY EMAIL IS ANSWERED. The moment one arrives it is a to-do for the people who answer enquiries for its practice, or for the organisation where the practice has nobody of its own: one to-do on all their lists, which any of them completes for everybody. It is due two working hours after it arrived, counting only the organisation's working hours, so one that arrives in the evening or at a weekend is due during the next working morning. Its card on the lead says when it is due, or Overdue. After one working hour unanswered its owners are told again on Start; at two, the people set to be told of overdue enquiries get a text with the person's name and a link to the lead, and a notice on Start.

Where you sign in at more than one organisation, Leads lists the enquiries of every one of them at which you answer enquiries, the ones you would see there, each marked with its organisation, with ticks above the list to hide an organisation's.

A link to a lead opens it at the organisation the lead belongs to. If you are signed in at another of your organisations, it opens there without switching you, provided you answer enquiries at that organisation and the lead is one you would see there; you stay signed in where you were. Otherwise the page says where the lead is and why it will not open.

AN APPLICATION RUNS ON THE SAME CLOCK. When somebody applies through a practice's application form, the coordinators' shared task is its to-do and the coordinators are the people reminded; it is due two working hours after the application arrived, the coordinators are told again on Start after one, and at two the people set to be told of overdue enquiries get the text and the notice, worded as an application. The Coordinator card on the lead says when it is due, or Overdue. It is answered, and the task cleared for every coordinator, when a call is logged, the lead is closed with a reason, a consultation is booked, or how it ended is recorded on the lead or by ticking the task on Start. Opening WhatsApp or email from the lead does not count. Somebody who applies after emailing an enquiry that is still waiting keeps that enquiry's one to-do and its clock, rewritten as the application, so there are never two.

WHAT COUNTS AS AN ANSWER: Invite or Reply sent from the lead, a call logged with Call, or Close with a reason. Any of them stops the reminders and completes the to-do. Opening WhatsApp or your own mail from the lead does not, because nothing shows that anybody wrote.

THE ANSWER IS DRAFTED FOR YOU. The to-do's link opens the lead with the answer already drafted, in the same place as Invite: the text and the email, both editable, then Send. For a lead in a practice that takes applications it is the practitioner's own invitation, its opening written for this person from what they asked, with the guide price and the application link, which cannot be changed. For a lead that is nobody's practice, or one for a non-surgical treatment such as a HydraFacial, filler or Botox, it is a short reply from the organisation asking what they are looking for and offering a call, with no price and nothing from any practitioner: a non-surgical enquiry is never sent a surgeon's application, whichever practice it is on. What counts as non-surgical is each treatment's own type in the catalogue, and an emailed enquiry for one is kept with the organisation rather than given to a surgeon's practice, which its history says. If it is really for surgery, choose the practice where Practice is offered, then the procedure: that is your decision that it is surgical, and Invite then appears. Where the organisation's AI is off or has reached its limit, the standing wording is offered instead. What was sent is kept on the lead exactly as it went. Where the draft is not right, change your steer in Ask and press Draft again for a fresh one; the steer stays as you left it.

An enquiry makes a LEAD, not a patient. A lead is somebody thinking about it: a name, a wish and a conversation, with no hospital number and no clinical record. It becomes a patient when somebody presses Book or records the consultation as booked, and not before. A lead also links itself, every twenty minutes, quiet ones included, where exactly one patient has its email or mobile and a name like theirs, and either the consultation has been recorded as booked or that patient's first appointment with us is on or after the day they enquired. Somebody already coming to us for something else is left for the coordinator. A lead marked consultation booked with no patient yet says Link the patient in the Next column, and Book on the lead says who it is.

If an email cannot be sent the lead still exists and says so in red, so somebody writes by hand. A lead that came from the older three-step enquiry form keeps its own emails and tasks, described below.

Leads, under Growth in the Start menu, is the list: who, what, which surgeon, where they heard of us, when it arrived, where it has got to and what happens next. The person's name at the top of a lead opens their patient record: the one it is linked to, or the one patient on file who looks like them. Where nobody on file does, the Patient card offers Create, with the name, date of birth, mobile and email we already hold filled in for you to correct; it makes the record and links it to the enquiry, staying on the lead with the name now a link to the new record, without booking anybody, and is refused if somebody on file looks like them, so a second record is never made by mistake. The Patient card on a lead links to the record of the patient it is linked to, or of any patient on file who looks like the person, by their name. Open is everything still live, Due is everything waiting on a person, and the rest are the leads that have replied, gone quiet, booked or closed.

One lead shows the enquiry, every attempt anybody has made, and what is queued to go next. Call, WhatsApp and Email each do the thing and write it on the log, so the next person to pick the lead up can see what has already been tried. Note adds a line. Next is a day: choose it and the lead's open shared to-do moves to that day with the same owners, or one is raised for the people a new lead of the organisation goes to. Leads is described in full under Leads.

Ask ON A LEAD. Where Ask is on for you, the lead has an Ask button before Call. Pressing it opens a panel showing exactly what Ask will be told: how the person came, what they asked and wrote, their application answers, the grade and its reasons, and the guide price, but never their email address or mobile. A box beside it takes a steer of your own, such as offering a call this week. With the panel open, Call, WhatsApp and Email draft instead of acting: Call gives a loose script with a few points to cover, WhatsApp a short message and Email a subject and body. The draft appears in a box you can edit. Under an email, Send email sends it from Fedelsoft from the practice’s own address, shows it on the lead’s history exactly as it went, and counts as an answer. Under a call or a WhatsApp message the button rings or opens WhatsApp and logs the attempt. After Call or WhatsApp, with or without the panel, the page takes you to the Note box with it started and glowing; finish the line and press Note to say how it went. A draft with a link in it is refused. TO INVITE THEM TO THE PATIENT PORTAL, say so in the steer, for example "invite them to the patient portal". The draft then carries a real invitation: what the portal is, the organisation’s own portal address and how to sign in, and the address is put in by Fedelsoft rather than written by the model. It is offered only where the organisation has the portal switched on and the person can get in, either because their patient record is already linked or because the organisation lets new people make their own account; otherwise the steer is followed without it. Press Ask again to close the panel and use the three buttons as before.

WHAT A WEB FORM BROUGHT IN. A lead that came from a form, such as a Meta or marketing agency form, shows what the form passed on under its own name in the Enquiry card: where the person clicked from, the campaign and the rest. It is folded away, and opens when you press its heading, because most of it matters to marketing rather than to answering the enquiry.

Book a consultation, in any of our emails, opens our own free times. It shows the clinics the person can come to, and only that surgeon's clinics where they asked for one, from two days ahead to eight weeks ahead. Choosing one books it straight away: the time is reserved in the diary, the consultation invoice is raised, and where something is owed the person is taken to pay by card. It is confirmed when the payment lands, and released, with an email telling them, if it is not paid within the time to pay below. Where nothing is owed it is confirmed at once. A person may hold two times in all.

WHERE A TIME IS ONLY HELD, IT IS NOT IN THE DIARY. If the organisation invoices consultations but cannot take a card, or no patient record or invoice could be made, the time is held for the enquirer instead: it shows on the lead with the time they chose, it is kept out of what the enquiry form and the patient portal offer anybody else, and the lead moves to Replied. No clinic list knows about it until somebody presses Book, and the lead says so.

Practitioners' own pages, a fold under the Enquiries box, lists everybody an offer of times can name, one row each: their name, the address of their page, an Invite button and a Not offered tick. The page address box is where you paste the address of their page on your own website, and it saves as you leave the box, and clear the box to take it away. An email that offers times makes each practitioner's name a link to that address, so the person can read about them; a practitioner with no address is named in plain words.

For somebody with no page, press Invite on their row. Fedelsoft emails them from the organisation's enquiry address, at the address on their contact card, and a reply to it goes to whoever pressed Invite, with a button to their own form; they never see the link itself. The form asks for a photograph, how their name and role should read, where on the website the page belongs, and their training, what they do and their interests, in their own words, and keeps what they type as they go. A last section, About your clinics, is for the organisation only and never goes on the website: it asks whether patients may be booked straight into their clinics, and when they are available. When they press Send, the person who pressed Invite gets a to-do on their Start page, linked to the practitioner's contact card, carrying those two answers; the rest is under What they wrote. The row says Invited with the day, then Started writing, then Answered, and What they wrote shows the answers and the photograph so the page can be made. The button stops working after sixty days, and Invite again sends a fresh one. Preview the form and the email shows exactly what a practitioner sees, and sends nothing. Once a person at the organisation has put their answers on the website, press On the website beside their row, and the row reads On the website.

Tick Not offered beside anybody who should not appear in a list of practitioners at all, such as a resident medical officer or somebody who holds no privileges here. They are then left out of the Offer times card and the other lists made from practising privileges, and unticking brings them back.

Anybody who is on the enquiry form, and anybody who books directly, can be asked for by name from the organisation's website: a small page of names, kept from this list, lets each practitioner's page on the website show an Enquire about link. It opens the website's enquiry form with their name already written in the message box, and an enquiry that names them is filed with them. Taking somebody off the form takes their link off the website.

Tick Books directly beside a practitioner who is happy for patients to be booked straight into their clinics. It comes on by itself when they answer Yes on their form, and ticking or clearing it here is the last word: saving their answer again never turns it back on. When somebody asks for a practitioner who books directly, by choosing them on the organisation's enquiry page or by following the link on the website that names them, the enquiry is filed with that practitioner and the person is emailed once with their own link to choose a time from that practitioner's free clinic times. Where the practitioner has no free times in the next eight weeks, nobody is sent a link to an empty page: the email, and the booking page if they open it, ask the person to email or ring the organisation to book instead, using its own enquiry address and telephone number. Pressing the address opens a message in the person's own mail program, already addressed, with a subject and a few words written for them to change, and pressing the number rings it from their phone. The enquiry is still filed with that practitioner.

Time to pay after booking is how many minutes somebody who booked from an offer has to pay before the time is released and they are emailed. It is between 10 and 240, and 30 until it is set. It saves as you leave the box.

EVERY ENQUIRY WITH A SURNAME GETS A PATIENT RECORD, as soon as the surname is there and a few minutes after an enquiry arrives that already has one, where it also gives an email address or a mobile number. Fedelsoft looks first: where one patient on file has their email, or has their name and date of birth, the enquiry is linked to that patient and nothing is made, and the lead's log says so; where more than one does, nothing is chosen and the people who own the lead's to-do are told to say which, from Book. Where somebody only looks like them, nothing is made and the enquiry says so, and Book works as it always did. Where nobody on file looks like them, a record is made for the organisation the lead belongs to, with their name, their date of birth where they gave one (otherwise the record is made with its details incomplete), their mobile and email, where they heard of us, their height and weight as a stated BMI where the application gave them, and everything a guide price account holds: photographs, background, date of birth, the reviewed guide price and the video, which is shared with them in their patient portal. The account's password and passkeys become their patient portal sign-in, so there is no second sign-up. The enquiry stays open and is not marked booked: Book then books that patient and makes no second record. Each of these is a note on the enquiry beginning Patient record. An organisation can turn it off.

Book asks before it writes. It shows everybody already on file who looks like this person, matched on name, date of birth, email and mobile, and creates nothing until somebody presses Same person against one of them or New patient. A patient record needs a date of birth, and the enquiry form asks for an age rather than a date, so where the enquiry holds none a Date of birth box sits beside New patient and is filled in first; what is typed is kept on the enquiry. Then the lead becomes that patient, what they told us travels onto the record, and the time they chose is put into the diary and confirmed in the same press, with the patient emailed exactly as a portal booking is. Where nobody chose a time, or the time has since gone, you land on their record with their appointments open. Where Book was opened to say who a booked consultation is for, you land on their record.

Close asks why: not now, price, went elsewhere, unsuitable, no response, or team member for a colleague who messaged by mistake and is not a lead. A closed lead stays on the list under its own filter, because why people do not come is worth knowing, and any time it was holding goes back into what everybody else can book.