We’ve spoken to hundreds of patients, and virtual visits are still new to them, as they may be to you. Patients have shared that it is a less preferable experience when their card on file is charged prior to them seeing a provider and having a consultation. Requiring a card on file prior to the visit or making payment mandatory is a large barrier to the patient scheduling the visit. 

Sometimes patients feel better or have a poor video connection and aren’t able to complete a successful virtual consultation, and the patient has already been charged. Some of our partners require a payment method on file prior to starting the consultation, similar to putting a card on file down for a hotel reservation, but do not charge the card until after the visit is completed. 

In some cases, the patient may also have to come into the clinic to be seen because the provider cannot make a diagnosis virtually, in those instances many of our partners don’t charge for the virtual visit and only charge for the office visit. 

If you do decide to incorporate collecting payment for the visit prior to the patient’s virtual encounter, than we recommend being transparent about this process on your website, and possibly adding some custom text in the Settings > Locations > Edit > General Information > Custom booking page message text box so that patients know when and the amount that they will be billed. 

You can also send the patient a text message through Solv letting them know they’ll be charged prior to the visit to be as transparent as possible with the patient and create a better experience.