Why Returning Patients Sometimes are Charged “New Patient” Fees

Why do long-time patients sometimes see “New Patient” fees when booking?

This usually happens when a returning patient books using a different profile than the one they originally used.

If the system can’t match the booking to their existing record, the patient is treated as “new,” which triggers the New Patient fee.

“Different” can mean:

• They booked using a new or different mobile number
• They created a new profile instead of selecting their original one
• They booked via the web and clicked New Patient instead of logging into the app

Here is how you can handle it depending on the situation:

Scenario A: The request is still "Pending"

If you haven’t accepted the booking yet, this is the easiest fix.

👌🏼 What to do:
Ask the patient to cancel the request and book again.

💡 Helpful tip:
Remind them to log in to the NowServing App using the same mobile number they used previously and select their original profile.

Scenario B: They are "Old" to you, but "New" to the App

If the patient has always seen you in person and is using the app for the first time, the system doesn’t yet know they’re the same patient.

👌🏼 What to do:
Send them your NowServing link. Once they open it, their app profile will automatically link to your existing record.

💡 Pro tip:
You can also schedule the visit yourself and set the correct fee. When the patient accepts the invite, they’ll see the rate you set.

Scenario C: You already accepted the booking

If payment has already gone through and the fee is wrong, you have two easy options:

• Void and resend the bill: Void the current bill and send a new bill through the system.

• Handle refund manually: Since SeriousMD only supports full refunds, any partial refund or fee adjustment must be handled outside the platform (for example, via bank transfer or GCash).

🌟 TLDR: Encourage patients to always log in with the same profile when booking.

Questions or stuck on a step? Our support team can guide you through the process.