Should a clinic use online intake forms?

• Save time at the first visit. Patients arrive with the basics done.
• Reduce errors. No illegible handwriting to re-enter.
• Help the practitioner prepare. The clinician can read key details before the visit.
• Improve the patient’s first impression. A smooth start feels organised.

They also help with no-shows, since a patient who has completed the form is more likely to be engaged. See reducing no-shows.

This is the important decision. Health information needs care. In general:

1. Use the intake feature in your clinic software where it exists. Jane and Cliniko both offer intake tools, so check what your plan includes. The form then goes straight to the patient’s file within your system.
2. Avoid a general website form or a basic form builder for health details, unless you have checked where the data is stored, who can see it and whether it meets your obligations.
3. Don’t email forms back and forth as attachments, because email isn’t a secure channel for health information.

We don’t handle patient records or intake data. Your forms and files stay in your clinic’s own system. Obligations on consent, storage and access depend on where you practise, such as health privacy laws in your province or state, and this is not legal advice. Check with your regulator or a privacy adviser.

Ask only what you need to book and prepare:

• Contact details and preferred way to be reached.
• The reason for the visit, in the patient’s words.
• Relevant history and current medications, as your practice requires.
• Consent to treatment and to your policies, where appropriate.
• Insurance details, if you bill directly.

Long forms put people off and increase the chance of an unfinished one. Move optional questions to the visit.

Send the form after booking, in the confirmation message, and again with the reminder. Make it clear it takes a few minutes and what happens if it isn’t finished. Offer a paper copy at the clinic for anyone who can’t use a phone or computer.

Many patients will complete it on their phone, so test it there. Check that fields are large enough, the form saves progress and the text is readable. Make it accessible with labels and keyboard use. See accessibility basics.

If a patient has to complete a long form before they can see a time, they may leave. Let them book first and fill in the form afterwards. See why patients don’t book online.