Inviting patients with setup links and QR codes

Use a patient-specific setup link when one known patient needs portal access. Use the practice Welcome page when you want a public entry point for self-service, such as online booking when booking is enabled.

How do I check a patient record before sharing setup access?

Before you share setup access, in the left sidebar, click Patients, then click the patient's name to open the patient record. The invitation flow uses the organization, the patient's name and the email address tied to the invitation.

Use the Patient name (1) and Email address (2) to confirm you are in the right chart and that the invitation uses the right contact info.

1. In the left sidebar, click Patients, then click the patient's name to open the patient record.
2. Review the patient's name and email in the patient details area.
3. Correct the record if the name or email is wrong.
4. Share setup access only after the record identifies the right patient.

The patient should receive setup access for their own record, not a shared or generic patient link.

How do I share a patient setup link or QR code?

In the patient record, open the patient setup sharing panel when one patient needs to join the portal. A QR code is useful at the front desk because the patient can open setup on their own phone.

1. In the left sidebar, click Patients, then click the patient's name to open the patient record.
2. Open the patient setup sharing panel.
3. Give the patient the setup link, or show the QR code when the patient is with you.
4. Ask the patient to open the link on the device they want to use.
5. Have the patient follow the on-screen steps to accept the invitation.

Use the Setup link (1) to copy or share the patient-specific invitation, and use the QR code (2) when the patient is with you and wants to open setup on their own phone.

When the patient opens a valid invitation, they see Accept your invitation and the practice name. If the invitation is for a dependent, the title and subtitle name the dependent and explain that the guardian is setting up that dependent's account. The portal may ask them to complete setup before showing the portal home. That setup can include profile fields the clinic has switched on, including sex assigned at birth and pronouns when those fields are enabled, an Authorized person section, card-on-file steps for one or more billing profiles, and ID photos or insurance card photos before the patient can continue. If a field such as height or weight fails validation, the form shows the error and opens the first invalid section so the patient can fix it.

How do I use the Welcome page for patient self-service?

On the public Welcome page, use Welcome as a public self-service page instead of a setup link for one specific patient. The page is available only when it is enabled for your organization.

Use Book an Appointment (1) to send visitors into booking when online booking is enabled, Patient Portal (2) to open the patient portal, and Our Staff (3) to show the team area.

When online booking is enabled, the Welcome page can send visitors into booking. If the website chat widget is enabled, the page also loads the same chat widget used on your practice site. The team area is labeled Our Staff.

If the Welcome page is turned off, visitors are sent to sign in instead. For setup details, see Setting up your website and online booking.

What happens when a patient opens an invitation?

A valid invitation opens the patient invitation page. The patient sees Accept your invitation, the practice name and the invitation details needed to continue. If the invitation is for a dependent, the title and description name the dependent and explain that the guardian is setting up the dependent's account. They may also need to finish setup items such as profile fields the clinic has switched on, including sex assigned at birth and pronouns when those fields are enabled, an Authorized person section, card-on-file steps for one or more billing profiles or insurance card photo upload before they can enter the portal.

If the link is missing required information, the patient sees This link isn't complete and is told to check the link or ask the clinic for a new invitation.

If the invitation has expired, the patient sees This invitation has expired and is told to ask the clinic for a new one.

If the patient already accepted the invitation and opens it again while Ona can identify that account, they are sent toward the portal instead of seeing an error.

What can patients see after they join the portal?

After a patient signs in with a verified email, open the patient portal to see what they can access. The portal is separate from the staff dashboard. Guardians may also see Family cards on the portal home and switch between profiles. When they are acting for a dependent, some areas are not available.

Use Visits (1), Records (2), Forms (3), and Billing (4) to move through the main patient portal areas.

Patients may see these areas, depending on which optional areas are enabled and what your care team has shared:

• Visits (1) for upcoming and past visits, visit details, online visit links, visit-specific shared photos, videos and documents in Photos & documents, and rescheduling or cancelling eligible upcoming visits from the visit details. When a visit is part of a series, the visit details page tells them that rescheduling or cancelling changes this visit only.
• Forms & Interviews (3) for forms, consents and interviews assigned by the care team.
• Billing (4) for invoices, including online payment when an invoice is payable.
• Health records (2) for diagnoses, observations, allergies, medications, recommendations, shared notes, shared photos, videos and documents, shared lab orders, requisition PDFs, lab reports and imaging reports when available, plus Results over time from lab reports when labs are enabled. Imaging reports open to their own detail page when imaging is enabled.
• Care plan when care plans are enabled and the patient has an active plan.
• Food journal when the food journal is enabled.
• Chats for secure conversations with the care team.
• Settings for patient profile, notifications, security, insurance, payment method and memberships when those areas are enabled.

The portal home highlights the patient's next visit, items that need attention, quick links to common sections, and Family cards for guardians who can switch profiles.

What can't I do here?

Patient setup links, the Welcome page and the patient portal have these limits:

• A patient cannot use an expired invitation. They need a new invitation link.
• A link without the required invitation information cannot be accepted.
• Clinic team members cannot use the patient portal with their staff account. If a signed-in clinic member opens the portal, they are sent back to their dashboard.
• Patients must be signed in and have a verified email before they can use the portal.
• Guardians acting for a dependent cannot use every area of the portal.
• The Welcome page is not public when it is turned off. Visitors are sent to sign in.
• Care plan is available only when care plans are enabled, and the patient sees it only when they have an active plan.
• Food journal appears only when the food journal is enabled. Lab orders, lab reports, imaging reports, Results over time, and shared photos, videos and documents appear when relevant records or files have been shared or are available.
• The setup flow can ask for profile fields the clinic has switched on, including sex assigned at birth and pronouns when those fields are enabled, card-on-file steps for one or more billing profiles, and ID photos before the patient can enter the portal. If a field such as height or weight fails validation, the first invalid section is opened so the patient can fix it.
• Settings can include patient profile, notifications, security, insurance, payment method and memberships when those areas are enabled.

Common questions

Should I use a setup link or the Welcome page?

Use a setup link when you are inviting one known patient to the portal. Use the Welcome page for public self-service, such as online booking, when your organization has it enabled.

What should I tell a patient who sees an expired invitation?

The expired link cannot be used. Give the patient a new invitation link.

What if the patient says the link is incomplete?

Ask the patient to use the exact setup link or QR code you provided. An incomplete invitation link is missing required information.

Can patients see internal notes?

No internal chat notes are shown in the patient portal chat. Patients see their secure conversation with the care team. Clinical notes appear only when the care team has shared them.

Can a clinic team member test the patient portal with their staff sign-in?

No. Clinic team members are redirected to their dashboard instead of the patient portal.

Can patients reschedule or cancel a visit in the portal?

Yes. Patients can reschedule or cancel eligible upcoming visits from the visit details. When the visit is part of a series, the visit details page tells them that rescheduling or cancelling changes this visit only. When they reschedule, Ona shows a warning if a reschedule fee applies before they confirm the new time. If they cancel, the dialog may also point them to rescheduling instead when a reschedule fee applies.

Can patients see lab orders in the portal?

Yes. Patients can see shared lab orders, lab reports and imaging reports in Health records, and they can open Results over time from a lab report when labs are enabled. Imaging reports open to their own detail page when imaging is enabled.