The steps below walk you through the features and settings that help you manage booking appointments, ensuring a client has given the requisite information prior to a session, marking the client as arrived, did not show or a session as cancelled, writing and finalising progress notes, creating and sending invoices, taking payment and rebooking a client for future sessions.
⚠️ This guide assumes your workspace is already set up with services, locations, templates, and notifications configured. If you’re an account owner/admin setting up splose for the first time, refer first to the account owner setup guide. If you're a practitioner, see the Getting started as a practitioner guide and reach out to your account owner if the above is not yet set up.
1. Book an appointment
Appointments with clients are created from the calendar. Select a time slot, choose the client and service, confirm the location and practitioner, and save.
splose will automatically send a confirmation to the client based on the appointment template attached to that service - by email, SMS, or both, depending on the client’s communication preferences.
When booking, you can also link the appointment to a case if the client has active funding. Doing this at booking rather than after the session keeps cases up to date in real time and reduces end-of-week reconciliation.
📌 If a service isn’t appearing when you go to book, it hasn’t been linked to both the location and the practitioner’s profile. Contact your account owner to add it.
2. Before the session
Once an appointment is booked, splose handles client communication automatically. Reminders send at the intervals configured in the appointment template - no manual action needed.
If your practice sends intake forms or consent forms as part of the booking process, these can be attached to the appointment template and sent automatically. You can check whether a client has completed their forms from the Forms tab in their client record, or from the appointment itself.
⚠️ If a client hasn’t completed a required form before their appointment, you can resend it manually from the client record. Forms tab → select the form → Resend.
3. Mark a client as arrived
When the client arrives for their appointment, update the appointment status to Arrived. This is the step that signals the session has taken place.
To update the status, open the appointment from the calendar and select Arrived from the status dropdown. You can also update status in bulk from the calendar day view if you’re marking multiple appointments at once.
If you accept payments through online bookings, marking Arrived will automatically apply the clients credit to their invoice.
📌 Appointment status also feeds into reporting. The Practitioner Performance Report uses Arrived status to calculate utilisation, rebooking rate, and incomplete notes. Keeping statuses accurate means your reports reflect reality.
4. Mark as Cancelled or Did not arrive
If a client cancels or doesn’t attend, update the appointment status accordingly. splose tracks cancellations and DNA separately for reporting purposes.
If you want to reschedule an appointment see the Rebook or reschedule section below.
Cancelling an appointment
Open the appointment and select Cancel. You’ll be prompted to choose a cancellation reason - select the one that best reflects the situation. For NDIS participants, the cancellation code must match the relevant NDIS policy (short notice, no show, etc.) for claiming purposes.
You can set up a cancellation item code per service that will automatically be applied within an invoice. This automation only works with the cancellation status, not did not arrive.
A cancellation notification can be sent to the client automatically if this is configured in your appointment template.
Did not arrive
If the client simply didn’t show up without cancelling, mark the appointment as Did not arrive from the status dropdown. This records the DNA in reporting without triggering a cancellation notification.
Invoicing for a cancellation or DNA
If your practice charges for late cancellations or non-attendance, invoices can be created from cancelled or DNA appointments. Open the appointment and select Create invoice as normal - the invoice will reference the original appointment.
⚠️ For NDIS participants, use the correct cancellation code when cancelling so the invoice can be claimed correctly in the bulk upload. Incorrect codes will cause the claim to be rejected.
5. Write and finalise a progress note
Progress notes are written from within the appointment. Open the appointment on the calendar and click Add progress note - the default progress note template for that service will load automatically.
Write the note, complete all required fields, and select Save as final when done. You can revert a final note to draft within 48 hours; after that it's locked and you can only add an addendum. Notes not saved as final count as incomplete notes on the performance report, so it's worth finalising before ending the session.
Using splose AI for notes
If your workspace has splose AI enabled, you can use voice transcription to record or dictate the session and generate a draft note from the transcript, or use the AI chat to draft sections based on the transcript and previous notes. AI-generated content should always be reviewed before signing off.
6. Create and send an invoice
Open the appointment and select Create invoice - splose will pre-populate the service, price, and tax rate from the service configuration.
Invoices can be sent to the client directly, or to a third party such as a plan manager, employer, or insurer.
Sending to a plan manager or third party
For clients with a plan manager or insurer, set the “Send invoice to” field as the plan manager or third party. Once configured, invoices for that client will default to going to the plan manager rather than the client themselves.
If the “Send invoice to” field is empty, the invoice will be sent to the client’s email address.
You can also send a copy of the invoice to anyone you have set as an associated contact of the client with invoices ticked.
📌 If you invoice at the end of a billing period rather than after each session, use batch invoicing to generate invoices for multiple appointments at once.
7. Collect payment
Once an invoice is created, payment can be collected in several ways depending on how your workspace is set up.
Card payment via Stripe Terminal - collect payment in person using a Stripe card reader. The payment is recorded against the invoice automatically
Online payment link - invoices sent by email include a “Pay now” link if Stripe is connected. Clients pay online and the invoice is marked as paid automatically
Card payment via Tyro - collect payment via Tyro health.
Manual payment - record a cash, bank transfer, or other payment manually by opening the invoice and selecting Pay invoice
Health fund or Medicare claiming - via Tyro Health terminal (Australia). The claim is submitted in real time and the gap payment collected at the terminal
Once payment is recorded, the invoice status updates to Paid and a receipt can be emailed to the client from the invoice.
8. Rebook or reschedule an appointment
At the end of a session, book the client’s next appointment before they leave. Rebooking directly from the current appointment or the client’s record is the fastest way to do this - the client, service, and location are pre-filled.
Rebooking rate - the proportion of clients who have a follow-up booked after each visit - is tracked in the Practitioner Performance Report. A consistently low rebooking rate for a practitioner or service is worth investigating as a retention signal.