---
title: "Choosing a Booking Flow: Provider-First or Service-First"
description: "Choosing a Booking Flow: Provider-First or Service-First"
---

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# Choosing a Booking Flow: Provider-First or Service-First

When patients book their own appointments, the booking steps can run in one of two orders: choosing a provider first, then a Service, or choosing a Service first, then a provider. The preferred flow can be set at an Organisation level.

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#### 📍 Where to Configure the Booking Flow

Go to: **Administration → Portal Settings**

Then click **Edit**. In the edit modal, you'll find the **Booking Flow Setting** field with two options: **Provider-first** and **Service-first**.

This is an Organisation-level setting — it applies to all Patient Groups. You'll need the Administration permission to access Portal Settings.

---

#### 👩‍⚕️ Provider-First (the default)

With the default flow, patients choose who they want to see, then what kind of appointment:

1. The patient taps **Book Now**
2. They see the **Bookable Providers** configured for their Patient Group
3. They select a provider
4. They select one of that provider's **Services**
5. They pick a date and time, then confirm the booking

This flow suits organisations where patients tend to book with a specific clinician — for example, ongoing care with a provider they already know.

---

#### 🧾 Service-First

With the service-first flow, patients choose the type of appointment first, then who delivers it:

1. The patient taps **Book Now**
2. They see the **Bookable Services** available to their Patient Group
3. They select a Service
4. They see the providers who deliver that Service
5. They pick a date and time, then confirm the booking

This flow suits organisations where patients think in terms of the care they need — an initial consult, a physio session, a review — rather than a particular clinician.

---

#### 🧩 What Stays the Same

Only the order of the first two choices changes. Under either flow:

- Patients only see the **Bookable Providers** and **Bookable Services** configured for their Patient Group
- Available time slots are still driven by each provider's availability
- The final steps — choosing a date and time, then confirming — are identical

---

#### ⚙️ Changing the Setting

1. Go to **Administration → Portal Settings**
2. Click **Edit**
3. Under **Booking Flow Setting**, select **Provider-first** or **Service-first**
4. Click **Save**

The change takes effect immediately for all patients booking through the Patient App and Patient Web Portal. No other booking configuration needs to change — your existing Services, providers, and Patient Group settings carry over as they are.

---

#### 💡 Best Practices

- Choose **Service-first** if your Organisation offers a broad menu of Services delivered by multiple interchangeable providers — it helps patients find the right appointment type without needing to know who delivers it.
- Stay with **Provider-first** if continuity of care drives most bookings and patients typically return to the same clinician.
- If you switch flows, let your team know — patients may describe the booking screens differently when contacting your staff for help.

---

Next step: ➡️ *To review which providers and Services each cohort can book, see [Configure Patient Groups & Booking Access](https://support.wellifiy.com/en-au/knowledge-hub/patient-groups-booking-access?hsLang=en-au).*

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