Psychology offices operate at a delicate intersection: bookings must be discreet (the public page is seen by everyone), recurring (patients come weekly for months), and they need to support detailed billing for reimbursement. This guide shows how to configure BookHero so every decision respects the patient's privacy.
Why discretion is the main rule
In mental health, patient privacy is more than courtesy - it's the foundation of the work. Every tech decision has to pass the test: what if someone outside saw this? The public page, emails sent to the patient, reminders - everything has to be neutral enough to be seen without revealing anything.
Catalog: neutral names, brief descriptions
The public page is visible to anyone searching. Avoid clinical labels:
| Instead of | Use |
|---|---|
| Therapy for depression | Psychology consultation 50 min |
| Anxiety assessment | Initial assessment 60 min |
| CBT session | Psychotherapy session 50 min |
| Couples therapy | Couple consultation 75 min |
| Child ADHD assessment | Child assessment 60 min |
- Psychology consultation - 50 min - €60.
- Initial assessment - 60 min - €80 (first consultation, longer).
- Couple consultation - 75 min - €90.
- Child assessment - 60 min - €70.
- Neuropsychological assessment (multi-session) - 90 min - from €120.
- Online video consultation - 50 min - €55.
Weekly series booking: the main flow
In psychotherapy, the typical patient comes weekly, same time, for 6 to 12 weeks (or months). Book all sessions on the first one:
Initial assessment - plan definition
Initial 8-session pack agreed.
Book the 8 sessions on the first visit
Calendar lets you create them one at a time in seconds. Same time, same day, week after week.
Patient gets confirmation for each
Email with neutral text: We confirm your appointment for [date] [time].
Reminders 24h before (email is the preferred channel)
Also neutral: Reminder of your appointment tomorrow.
After 8 sessions, reassess and book more
Continuity decided in consultation - patients prefer this rhythm.
Private notes: the simplified chart
In psychology, the official clinical record (chart) is the professional's ethical and legal responsibility. Private notes in BookHero don't replace the formal chart - but serve as quick access to operational context:
- Assessment 03/12: main complaint anxiety at work. Brief history. Plan: 8 CBT sessions.
- Session 1 (03/15): focus on rapport and psychoeducation. Homework: thought records.
- Session 2 (03/22): record review. Identified 3 recurring distortions.
- Next: introduce behavioral exposure.
- Reimbursement: insurance, tax ID saved, monthly invoice.
- Operational notes: prefers online consultations on Tuesdays.
Billing for reimbursement (important in healthcare)
Most patients ask for an invoice with tax ID to submit to reimbursing entities (insurance, health systems, tax declarations). BookHero issues an informational PDF document (FAT) in 30 seconds:
Save the patient's tax ID once
On the card. Next time, it appears pre-filled.
At session checkout, enable Issue document
Type: FAT - invoice. Description: Psychology consultation.
System generates PDF as immutable snapshot
Once issued, value and description don't change anymore (even if you change the consultation price later).
Send by email with 1 click
Patient gets PDF, submits to reimburser.
Reminders: email instead of WhatsApp
Unlike almost every other industry, in psychology the preferred channel is email. Reasons:
- Family-shared WhatsApp reveals content to close people.
- Email is more discreet - accessible only to the patient.
- Email allows neutral subject (Appointment reminder) without details.
- Adult patients have their own personal email account.
| Plan | Recommendation for psychology |
|---|---|
| Free / Starter | Email confirmation + Email reminder - ideal for the sector |
| Pro / Enterprise | WhatsApp reminder (more reads but less discreet). Evaluate case by case. |
Cancellation policy
Mental health has nuances - cancellation can be part of the clinical picture (resistance, avoidance). We recommend a clear policy communicated with sensitivity:
- Cancel up to 24h before: free.
- Cancel 24-2h before: charge 50% (slot hardly fillable).
- No-show without notice: charge 100% (slot lost).
- Communicated in description with non-judgmental tone: Out of respect for your process and my schedule...
- In specific clinical cases (patient in crisis), exception decided in supervision.
Multi-professional office
In offices with 2+ psychologists (clinic, multidisciplinary team), each professional has their catalog. The public page can list everyone as a team. Auto-assignment makes no sense in psychology - the patient wants a specific therapist.
Online consultations
BookHero handles the booking. The online consultation itself runs via Zoom, Google Meet or another platform:
Create Online video consultation service
Same format, indicate online in description.
After confirmation, send link by private message
Don't include link in public description - send manually after each booking.
Patient accesses the link at the booked time
Session runs on the chosen platform.
Monthly reports
| Indicator | Healthy | Watch |
|---|---|---|
| Sessions / patient / month | 3-5 (weekly to fortnightly) | <2 (patient disengaging) |
| % patients with tax ID saved | 75%+ | <50% (lost reimbursements) |
| No-shows / cancellations | <8% | >12% (review policy) |
| Recurring vs new | Healthy: 80% recurring | <70% (high churn - review experience) |
5-day launch plan
Day 1: neutral catalog
Initial assessment + 4-5 session types.
Day 2: descriptions and policy
Professional, sensitive, clear tone.
Day 3: email notifications (not WhatsApp)
Free or Starter plan suffices for traditional psychology.
Day 4: import active patients
CSV or manual with tax ID if you have it.
Day 5: test the series flow
Book a series of 8 sessions, see confirmations, see reminders.
FAQ
How do I ensure the public page doesn't reveal the patient's clinical nature?
Catalog with neutral names, no clinical terms. Confirmations and reminders use generic text. The service name is all that appears - choose carefully.
Do private notes replace clinical records?
No. Private notes are quick operational access. Clinical records require a dedicated system, with retention, access and security defined by the professional body. Keep both.
What if a patient wants to cancel outside the cancellation window?
Cancel manually on your side, without charging. In psychology, clinical context justifies flexibility. The communicated policy is defensive, not rigid.
Can I have a separate calendar for online and in-person?
There's no automatic separation. Workaround: create In-person consultation and Online consultation as different services. Same calendar, but identifiable types.
Does invoicing work for insurance and tax declarations?
Informational document with tax ID is accepted by insurance and in tax declarations. For certified tax-authority invoicing (above certain revenue thresholds), integrate with certified fiscal software.