What patients can and can't see
- Everyone
On this page
Patients only ever see their own information, and only what your team has chosen to share. This page lists what appears in the portal and what never does.
What patients can see
| Area | What the patient sees |
|---|---|
| Home | Up to three upcoming appointments, recent published results, outstanding forms, and whether a question is being reviewed |
| Bookings | Their upcoming and past appointments with the appointment type, date, time (in your clinic’s timezone), length and status (Confirmed, Pending, Cancelled, Completed or No show). Where the appointment type has a price, they see it along with any booking fee and whether it’s paid |
| Video appointments | A Join video consultation button once the link is ready |
| Results | Lab results your team has published, including values, reference ranges, flags, trends over time and any comments under From your practitioner |
| Treatments | Treatment records your team has shared, showing the treatment name, date, practitioner, aftercare advice and any photos, labelled Before, After or Progress where your team set one, with their captions |
| Forms | Forms waiting to be completed, and forms they’ve already completed, which they can reopen |
| Questions | Their questions and the replies they’ve been sent. A reply sent automatically, with no one on your team involved, is headed Automated answer. A reply written or approved by your team is headed From your clinician |
| Settings | Their name, email, phone and date of birth, their communication and marketing preferences, and their photography consent |
| Notifications | A list of recent updates, such as a new result, a confirmed appointment or a form to complete |
What patients never see
- Clinical notes and Known allergies from the Profile tab of the patient record.
- Injection maps and clinical detail in aesthetic records: products, amounts, units, depths, diagrams and treatment notes. Patients see the treatment name, date, practitioner, aftercare and photos only.
- Unpublished lab results. Results stay hidden until someone publishes them, and a result scheduled for later stays hidden until that time. See What patients see when results are published.
- Treatment records you haven’t shared. See Aftercare and what patients can see.
- Draft answers. A reply drafted for a clinician isn’t shown until it’s approved and sent. See How patient questions work.
- Your team’s working information, such as the audit trail, other patients, insights, payments reports and settings.
Things that change what’s shown
- Hide from patient treatment history: if this is ticked on an appointment type, completing that appointment doesn’t create a treatment record in the patient’s portal. It’s useful for internal or phone consultations.
- Patient questions: if your team turns this off on a patient’s record, the patient can still read their past questions and replies, but can’t ask a new one. They’re asked to contact the clinic instead.
- Let patients update their own details: when this is off, patients can see their name, phone and date of birth but can’t change them, and are asked to contact the clinic. Communication and marketing preferences are always theirs to change. See Patient portal settings.
- Archived records: when a record such as a lab result is archived, it disappears from the portal straight away.
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Related articles
- Aftercare and what patients can see What patients see of their treatment records in the portal, how to add aftercare to a record, and how to keep some visits out of their history.
- What patients see when results are published How published lab results appear in the patient portal: values, reference ranges, high and low markers, trends over time and your note.
- The patient portal Your clinic's patient portal is where patients book, see results and treatment records, complete forms and ask questions, all under your branding.
- How patient questions work Patients ask questions from their portal. See which get an instant reply, which go to a clinician, and how the AI helps without answering alone.