Setting up services and packages

Services and packages live in Services in the left sidebar for owners, admins and staff. A service is one offering your practice can schedule, such as an initial visit or follow-up. A package groups services together and can have its own package price. Memberships also appear here when your practice uses them.

What is on the Services & Packages page?

In the left sidebar, click Services to see every service, package and membership your practice has set up.

Use Services (1) for individual service cards, Packages (2) for bundled offerings, and Memberships (3) for recurring plans when your practice uses them.

The page has three sections: Services, Packages and Memberships. A service card shows the service name, description, price when one is set, linked template counts and duration. Icons show whether the service is shown on the booking page, requires payment to book, or is limited to assigned clinicians.

Package cards show the package title, description, price when one is set, included services and the number of services in the package. A hidden package shows an eye-off icon.

Membership cards show the plan name, term, included items, price and member count when one is available. An unavailable membership setup shows a prompt to connect Stripe for owners and admins.

Open the ⋮ menu on a service or package card for quick actions: Edit, Show on booking page, Require payment to book and Delete. On a membership card, the menu offers Edit, Show on booking page and Archive. The booking page and payment switches save from the menu. Require payment to book is disabled until Stripe payments are enabled and the service or package has a price.

How do I create a service?

Create a service when you want staff or patients to book a specific visit type with consistent defaults.

Use Details (1) for the service basics, including Name (2). Self-pay rate (3) is where you set the service price and duration, and Visit defaults (4) is where you choose how the service is offered and an optional location. Turn on In person, Video call, both, or neither. With both on, patients choose when they book online, and visits staff book start in person. With neither on, the service has no meeting at all, as in asynchronous care: its visits show no place and no call, and patients still get its forms, consents and interviews.

1. In the left sidebar, click Services. Then click Add service.
2. In Details, enter the service Name. You can also add a Color and Description.
3. In Price & duration, set the Duration. It defaults to 30 minutes. Add a Price and Currency if you publish or collect a price for this service.
4. In Visit defaults, choose the service's Mode with the multi-select field, and add an optional location.
5. In Clinicians, leave the list empty for All clinicians, or select + Add clinician to limit who handles this service.
6. Complete any other sections the service needs, then select Create.

The new service appears as a card under Services.

How do I set notifications, forms and billing defaults for a service?

On the same page, select the service card, or open ⋮ and select Edit. Use the middle sections of the service panel to make each visit start with the right intake, reminders and billing information.

Use Notifications (1) for intake and reminders, Consents (2) for consent templates, Forms (3) for form templates, Interviews (4) for interview templates, and Billing (5) for the service's billing defaults.

In Notifications, the service follows the practice settings by default. Select Customize to open the combined editor and set intake and reminders for this service together. Intake covers when its forms, consents and interviews are sent and the intake reminders that follow. Send controls when the intake items are sent, and Reminders controls the reminders that follow. Reminders covers the visit reminders and confirmation requests. Select Use practice on either one to hand it back to the practice. When you customize, Ona starts from the practice's settings so you can adjust them.

In Consents, Forms and Interviews, choose the templates this service should use. See Building consents, Building forms and Building interviews.

In Billing, set defaults that help when billing this service later: CPT code, Place of service, Modifiers, Benefit types, Default copay and, when your practice has multiple billing profiles, a billing profile. You can also set a charge per unit for each CPT line; leave it blank to use the fee schedule. If patients pay through the service at booking and more than one billing profile exists, choose the billing profile patients pay through. The benefit types picker shows whether each choice is included in the standard check or adds another payer request, and pricing levels can change the self-pay rate.

How do I control online booking for a service?

Use Booking on a service to decide whether patients can book it online and what rules apply.

Use Booking (1) for the service's online booking settings. Show on booking page (2) controls whether patients can see it online, and Require payment to book (3) controls whether they must pay through Stripe before the slot is booked.

1. On the same page, select the service card, or open ⋮ and select Edit. Go to Booking.
2. Turn Show on booking page on or off. It is on for new services.
3. Turn Require payment to book on if patients must pay through Stripe before the slot is booked. This needs Stripe payments enabled and a price.
4. Set Buffer, Notice and Window for online booking rules. New services default to 0 minutes of buffer, 1 hour of notice and a 60-day booking window.
5. Leave the weekly schedule unset to use clinician availability, or select Set a custom schedule to limit the service to certain days and times.
6. Select Save.

A custom schedule starts with Monday through Friday, 09:00 to 17:00. Each open day needs a start and end time, and time blocks cannot overlap.

How do I screen patients before they book a service?

Use Screening on a service when patients must qualify before they can pick a time online.

Use Screen patients before they book (1) to turn screening on.

1. On the same page, select the service card, or open ⋮ and select Edit. Go to Screening.
2. Turn on Screen patients before they book.
3. Choose a Screening form.
4. Under Patients can book when, choose They complete it or, for a scored form, They reach a score.
5. If you choose a score rule, set whether the score is at least or at most the cutoff.
6. Under What patients see, edit Before they start and When they don't qualify, then select Save.

Patients who qualify see the Before they start message and go straight on to pick a time. Patients who don't qualify see the When they don't qualify message, with an option to review their answers.

If scoring is enabled, the score must be within the selected scale’s range. The Before they start and When they don't qualify messages can be up to 500 characters each.

How do I edit or delete a service?

Edit a service when its defaults change. Delete one when you no longer want it available for new bookings.

Use Edit (1) to change the service, Show on booking page (2) to toggle visibility, Require payment to book (3) to toggle payment, and Delete (4) to remove the service.

1. On the same page, select the service card, or open ⋮ and select Edit.
2. Change the service details.
3. Select Save, or Discard to undo your changes.

To delete a service, open ⋮, select Delete, then confirm with Delete. Existing visits that reference the service are not affected, but the service can no longer be used for new bookings.

How do I choose what the booking page shows?

Use Booking settings to control the public order and visibility of services and packages in one place. In the left sidebar, click Services, then select Booking settings to open Settings → Booking. See Setting up your website and online booking.

1. In the left sidebar, click Services. Then select Booking settings.
2. Drag rows within Services or Packages to set the order patients see.
3. Switch a row off to hide it from the booking page.
4. If View appears, select it to open the live booking page.
5. Select Save.

Packages are listed above single services on the booking page. If you select Discard, unsaved ordering and visibility changes are reset.

How do I build a package?

Create a package when you want to offer a group of services together, with one package price if needed.

Use Details (1) for the package title and description, Package price (2) for the package price and currency, and Included services (3) for the services and quantities in the bundle.

1. In the left sidebar, click Services. Under Packages, select New package.
2. In Details, enter a Title. You can also add a Description.
3. In Package price, set a package Price and Currency if the package has one price for the whole bundle.
4. In Included services, choose a Service and set its Qty.
5. Select Add service for each additional service. Each service can appear once in the package.
6. Choose whether to show the package online and whether to require payment. When your practice has multiple billing profiles, the package editor also includes a billing profile field; when the package requires payment to book, the label changes to Patients pay through.
7. Select Create.

A package needs at least one service. To change a package later, select its card, make changes, and select Save. Deleting a package does not affect existing records that reference it.

What can't I do here?

• Doctors cannot open Services from the sidebar.
• You cannot require payment to book until Stripe payments are enabled and the service or package has a price.
• If your practice has multiple billing profiles, you cannot save a paid-at-booking service or package without choosing the billing profile patients pay through.
• You cannot save a package without at least one service.
• You cannot add the same service to a package twice.
• You cannot delete a service while it is still used in a package.
• If memberships are off, only owners and admins can turn them on from settings.

Common questions

Why does a service show no price?

A service or package with no Price set omits the price instead of showing a zero-dollar amount.

What happens if I leave Clinicians empty?

An empty clinician list means All clinicians can handle that service.

Can I hide a service without deleting it?

Yes. Turn off Show on booking page. Patients do not see it on the booking page, and the service is not deleted.

What currencies can I use?

Services and packages support USD, EUR, GBP, PLN, CAD and AUD.

Where do I connect Stripe?

Connect Stripe before requiring payment to book. See Connecting Stripe for patient payments.