An Overview of Appointments

Appointments in Penji are scheduled by a Student with a Provider. Providers will input a calendar of availability over a 7-day period that is automatically copied over to the following seven days. Students can request times from this calendar and providers can accept or decline (you can also have sessions be auto-accepted, removing the ability to decline). 

Before you use appointments, please review the article Admins: Set-Up Appointments Mode

Appointment Process Summary

Students

Students can book sessions with the following flow: select a course, view all available provider times for that course, select a time, select a provider if multiple are available, select a location, input topic information, and confirm the session.

The student flow broken down is:

1. Select an appointment format (ex, 30-min 1:1 appointment)
2. Select a course/topic
3. Pick a time - times from all providers for the selected course are shown
   • Use the location or provider filter to narrow down the calendar of availability 
4. Pick a provider- multiple providers will be shown if available for that time and course. The student taps a provider profile and can review their bio before selecting.
   • This step is skipped if they filtered down to a specific provider in Step 3
5. Pick a location - the locations displayed depend on what location availability the provider has set for that given availability 
   • This step is skipped if they filtered down to a specific provider in Step 3
6. Topic - A question with a long-response text box, and a question with a selectable checklist. All of these elements can be edited in your admin panel.
7. Confirm, view session on home screen, and attend the session.
8. Provide feedback.

The appointment flow from the student perspective is explained here: Students: Appointments Introduction. 

Providers

1. Receive an appointment request, and confirm or decline (auto-confirm is also available)
   1. When an appointment is confirmed, this time slot will no longer appear for other students
2. Meet with the student
3. Log the session
   • Provider logs are customizable and include Student Attendance, Duration, and an Optional Comment (for admin eyes only)
     • More information on provider feedback can be found in Admins: Appointments Settings, under the header, "Provider Session Feedback (Penji Controlled)" and "Require Provider Feedback (Penji Controlled)".
   • We usually recommend that you require completion of these logs (they can't use the system until complete), resulting in 100% data submission

The appointment flow from the provider perspective is explained here: Providers: Appointment Training.

Session Details, Notifications, Calendar Invites

When a session is booked, the session is placed on the student Learn Screen and provider Teach Screen. From there, you can tap into the session to open Session Details. In session details, users can:

• Chat, including file sharing
• Cancel the session
• Review the Agenda Screen
• Open the call link (if a virtual location) or view the call location (if in-person)

Mobile-app Push Notifications and Email Notifications are sent to both provider and student throughout the process, including a 15-minute reminder before the session.

Confirmed appointments will send confirmation and calendar invites via email to all users in .ics format. Calendar invites will include the details below. Also, the same information will be included for "Admin-Scheduled Sessions" as described further down in this article. 

• The title of the calendar invite will read as, "[student first name] and [provider first name] - [community short name]".
• When the session is (date) and where (location)
• The event description will include
  • The course (topic) the student wants to work through
  • Student agenda responses

Admin Data and Feedback

When a session is requested by a student, it goes to your "Sessions" tab within your admin panel. This data can be viewed there or exported to a CSV. For more information on the sessions tab, review Admins: Data Collection - Sessions Tab.

Once the session is over, the student and provider will complete their "feedback log". Completing the feedback log will update the session data fields like: status, student attendance, submitted duration, feedback etc.

Feedback left by either student or provider can be found in the following places:

1. By clicking on the pencil icon in Sessions to view the details of a specific session
2. By clicking on the "Feedback" tab above the Sessions table
3. By exporting the Sessions CSV in the Manage tab above the Sessions table
4. By clicking on a student profile in the Students tab and viewing their history

To note, for sessions, we have two kinds of feedback: default and custom. Only responses to the default feedback question will be visible in the "Session Feedback" box when you click the pencil icon in Sessions to view the details of a specific session (see image below).

Default Feedback responses on Session Details

Custom feedback responses are the ones you will see on the "Feedback" tab above the Sessions table (see image below).

Custom Feedback responses on "Feedback" tab