The patient account is one account for every clinic on FyzioPlan. Patients find it on the booking page at `/account` (after an online booking also through “Open patient account”). They sign in with a one-time code from their e-mail – no password. Patient accounts are completely separate from staff accounts: a patient never sees anything of the administration and staff sign-ins do not work in the patient account.

Turning it on

The owner or an administrator turns on Accept patient account link requests in Settings → Online booking. Without it, patients cannot find your clinic in their account.

In the account, the patient enters the clinic (booking page address or its code), first name, last name, date of birth and optionally a phone number. Until you confirm, they only see the clinic’s name and the status “Waiting for the clinic” – nothing from your records.

Handling a request

  1. In Patients choose Account link requests.
  2. Choose Match on a pending request. FyzioPlan suggests records matching e-mail, phone, name and date of birth (with a score and reasons).
  3. Choose Confirm link with this record only if you are sure the record belongs to the same person. Otherwise reject the request.

A record can be linked to at most one account. One patient can link several clinics – each clinic confirms on its own. The patient card (Details tab) shows whether it is linked, and reception, the owner or an administrator can unlink it. The patient can unlink too. Everything is audited.

What the patient sees

Once linked, the patient sees My appointments at your clinic: upcoming and past appointments of their record (time, service, therapist, location – nothing from the documentation) and can:

  • book an appointment – the same steps as the booking page, with contact details from the record; with auto-confirmation the appointment is in the calendar right away, otherwise it waits in Bookings with the linked record as the first suggestion. Services paid in advance (including a risk-based deposit) are paid right in the account by card online or by QR transfer, and a gift voucher can be applied – a paid booking is confirmed with the linked record;
  • reschedule to another free time with the same therapist and service – within the deadline and at most as many times as you set in Settings → Online booking (Patient account – My appointments);
  • cancel before the “patient cancellation” deadline; after it only with late cancellation enabled (counts towards no-show prevention, a paid deposit is not refunded automatically);
  • join the waitlist with time windows and accept offers right in the account.

Outside your rules the patient has no button and sees the reason (e.g. “The cancellation deadline has passed”). Every change is audited with the author “Patient (patient account)” (Access tab on the record) and the patient receives messages according to your notification rules as for a change made by reception. Only the clinic can change group appointments. Home exercise is in the Exercises section (see Exercise library). With messages turned on, the patient can also write to you from the account – see Messages with patients.

Payments in the account

In Payments the patient sees what they owe you: payment requests (QR payment with the variable symbol or card payment online – a paid request shows in Payments as an online payment with the same VS and reminders stop), pending booking deposits and unpaid visits without a request (paid at the front desk or after your request). They also see paid payments with invoices to download (only their own), passes with remaining entries, gift vouchers with their balance and can save or remove a card for the no-show fee (with consent to the cancellation terms). Written-off requests are not shown. Passes and vouchers cannot be bought in the account yet. Patients never see internal therapist notes or unsigned records.

Care and documents

A patient with a linked account sees under Care and documents only what you have explicitly shared – nothing clinical appears on its own. The Share with the patient in their account switch (owner, administrator and therapist) is:

  • on an episode of care on the patient card (Episodes tab) – the patient sees the title, goal, start and end, therapist, how many sessions of the plan took place and the referral deadlines,
  • on a signed record – you choose which parts the patient sees (complaints, examination, therapy, recommendation, diagnoses); a record of an episode can also be shared as the final report,
  • on a visit summary in the appointment panel (the therapist's message; a shared record of the visit also appears in the summary after code verification),
  • on a file on the card that passed the check (PDF, referral copy, exercise handout) – the patient downloads it only after signing in.

The patient never sees a draft, a voided record, a revoked summary or a removed file – voiding, revoking or removing ends the sharing automatically. Internal notes and CAVE are never shared. The patient gets a New document in your account e-mail with a link to the account only, without the document name or content. Who shared or stopped sharing and when the patient opened a document is in the audit log (Access tab) and next to the switch; an overview of everything shared is on the card under Patient account.

App on the home screen and notifications

Patients can add the account to the home screen of their phone or computer and open it as the FyzioPlan app (one app for all their clinics): on Android and in Chrome / Edge with Install the app under App and notifications, on iPhone and iPad in Safari via Share → Add to Home Screen. Offline the app only shows a “You are offline” page – appointments, payments, messages and nothing else from the account are stored on the device.

On each device the patient can turn on notifications and choose what to receive: a new message from the clinic, a new document in the account, exercise reminders, appointment reminders and an offer of an earlier or freed-up appointment. A notification never contains health information, a name or the clinic name – only a general text (for example “You have a new message from your clinic.”) and a link to the account, where the patient sees the details after signing in. The notification replaces the e-mail about the same event (text messages under your rules still go out); if the patient has no notifications or the browser stops delivering them, the e-mail arrives as before. The quiet hours from Settings → Notifications apply – notifications wait until they end, and an appointment offer during quiet hours goes by e-mail. The Delivery log shows such a delivery with the channel “App notification”.

On iPhone and iPad notifications only work in the app added to the home screen (iOS 16.4 or later). Patients turn notifications off on a device or remove another device in the account; signing a device out, signing out everywhere and deleting the account end its notifications.

Appearance

The patient account and the booking page follow the dark or light mode of the phone or computer. In the account under Profile → Appearance the patient can choose Light or Dark permanently in that browser.

My documents (documents from the patient)

In the My documents section the patient uploads their own medical reports and imaging from other doctors (orthopedist, neurologist, X-ray): PDF, JPEG or PNG up to 10 MB, optionally with a title, a type (medical report, imaging, other) and the document date. HEIC from an iPhone is not accepted – the phone usually converts it to JPEG when the photo is picked. The file first goes through an antivirus check and the patient sees its status.

On the patient record, in the Files tab, the document is marked Uploaded by patient and New until a staff member opens it; the Only uploaded by the patient filter shows just these files. The first opening (who and when) is written to the audit log and the Access tab shows it.

The patient can delete a document only until the clinic first opens it. After that it cannot be deleted (it is part of the records) and the patient writes to the clinic in a message. The number of uploads is limited (10 per hour, 30 per day) and one record holds at most 50 documents and 250 MB.

The owner or an admin turns uploads on and off in Settings → Messages with patients (Documents from patients). It is on by default when patient accounts are on.

Passkey sign-in

A passkey is signing in with your fingerprint, face or device lock – no password and no waiting for an e-mail. It is optional: the e-mail code always works, nothing is forced on the patient and nothing is removed.

  1. In the account, under Sign-in and security, the patient chooses Add a passkey, names the device (for example "iPhone" or "Work laptop") and confirms with a fingerprint, face or the device PIN.
  2. Next time they choose Sign in with a passkey on the sign-in screen. On a computer they can also use their phone via a QR code; the browser offers it on its own.
  3. They can remove a passkey at any time; at most 10 are allowed. The screen shows when each was last used.

The passkey stays on the patient's device or in their phone or computer account (for example iCloud or Google). FyzioPlan stores only a public part that cannot be used to sign in anywhere. A browser without passkey support does not show the option at all. The practice does not have to set anything up.

Recent verification

Health information in the account – care and documents, messages, my documents and therapy photos – is shown only after a verification within the last 15 minutes (signing in with a code or a passkey counts as a verification). After that the account briefly asks for a new verification with a passkey or an e-mail code; the patient stays on the page they were on, and the action finishes after verifying. Appointments, payments, booking and exercises without photos work without further verification.

When a patient loses a device, they simply sign in with the e-mail code and remove the old passkey. Changing the address of the booking page invalidates passkeys (they are tied to the domain); the e-mail code keeps working.

Security and GDPR

A sign-in lasts 90 days, then the patient signs in again; care, messages and documents open only within 15 minutes of a fresh verification (e-mail code or passkey); patients see their signed-in devices and can sign them out. The response to a code request is the same whether an account exists or not, and the number of codes is limited. Patients can delete the account at any time – sign-ins and links end, while their record and documentation stay with you (patients must ask you to erase those).