FAQs

Not quite found what you’re looking for? Hopefully we can answer your questions below.

General

Do I need to use Zapier?

No. Zapier is an integration that practices can use to make their work easier, but it is not required by Hero.

Do I need to pay for Zapier?

To enquire about getting set up with Zapier, email support@herohealth.net .

Can I archive patients?

Yes. Inactive patients can be archived and unarchived at will.

How frequently do memberships renew?

Hero memberships can be renewed monthly or yearly. They can be easily managed, edited, or cancelled in ‘Membership Settings’.

How do I contact Hero's support team?

Our support desk is available 9am-6pm Monday to Friday to support you and answer any queries you have. You can get in touch by emailing support@herohealth.net.

We have also created a series of support articles with step-by-step instructions and images for various parts of the app and its functionality. You can find these here: 

https://intercom.help/herohealth/en/collections/2061517-for-practices#patients-organisations.

When you join Hero we will provide you with a bespoke onboarding process. Within this, we will explain how to use the app and show you use cases for specific features. You can have as many support sessions as you need to get comfortable with Hero - some of our clients find it helpful to have a ‘review’ class after they have been on the system for a few months.

How does Hero work?

We provide a slick booking and payment process for patients. Our software automates clinical administration, keeping your business as efficient as possible.

Patients can book appointments via your practice website or via Hero’s appointment marketplace. Patients cannot book an appointment without paying upfront, reducing the time-consuming task of chasing late payments. When an appointment is booked, both the administrator and the patient will receive a confirmation email. 

Our bespoke appointment marketplace guides patients to your practice, encouraging them to book an appointment with you. In the marketplace, patients can explore an interactive map of clinics, or use our filtered search engine to find the healthcare service they need.

What is a billpayer in Hero?

Someone that is responsible for receiving the billing communication for appointments and invoices.

Are membership schemes suitable for my practice?

Yes, they are but you need to think through list of benefits that you can offer. One practice included members-only consultation fees, free nurse appointments, and an annual health check to its members. To enquire further about this, please contact our support team.

Can organisation members’ appointment details be made confidential?

Yes, using the confidentiality toggle on the invoices screen.

Is there a limit to how many people can be registered to an organisation?

No. An organisation can register as many people as is necessary.

What information do I need to create an organisation?

The organisation’s address and the personal details of the primary contact.

Can I create multiple membership schemes?

Yes. We have several practices that operate different tiers of membership, offering different perks at different prices.

Does Hero work with the NHS?

Yes, absolutely.

Many NHS clinics use Hero for appointment booking.

Several NHS PCNs joined Hero to deliver their winter flu clinics. Hero allows one Practice Group account to list multiple locations, which is an ideal solution for clinic groups and PCNs requiring a booking system that understands their clinic structure.

Is there a free version available?

Yes, Hero does have a free plan. This includes:

  • Hero Diary
  • Invoicing
  • Clinical Integrations
  • Intercom support
  • User restrictions
  • A listing on our marketplace

Hero takes an introductory fee for appointments booked through the marketplace and a 2.3% payment processing fee. 

Can I upgrade my subscription at a later stage?

Yes, of course! Our plans work on a monthly basis, giving you complete flexibility to change or upgrade at any time. In addition to our free plan, we have two paid plans.

Hero Core

£29 user/month

Hero takes an introductory fee for appointments booked through the marketplace and a 2.3% payment processing fee. 

This gives you access to:

  • Everything in the Free Plan
  • Online booking
  • Multiple users
  • User permissions

Hero Pro

£49 user/month

Hero take 20% of Marketplace sales, £10 per lead and 2.3% on card payments.

This gives you access to:

  • Everything in the Basic Plan
  • EMIS & Widget
  • Submit insurance invoices
  • Appointment triage forms
  • Memberships
  • Booking links

Can I use Hero alongside EMIS?

Yes. Hero is designed to allow you to keep using the EMIS system you know and love whilst benefiting from the advanced flexibility and services provided by Hero. Hero syncs your bookings between the two sites, meaning you can work across both seamlessly. Hero can sit as a layer over your EMIS system to allow you to process payments, take online patient-led bookings and grant patients electronic prescriptions within one platform.

How much does it cost?

Hero offers 3 different payment plans:

Intro: Our free plan

Core: £29 per user per month

Pro: £49 per user per month

Coming Soon: Users can also subscribe to Hero Notes, which is an additional £49 per user per month and offers a simplified note-taking solution.

Hero takes an introductory fee for Marketplace sales, a £10 per appointment lead fee for subscribers with no availability and 2.3% transaction fee on card payments.

Why was Hero founded?

We believe that the healthcare sector is lagging behind other booking industries, and we are driven to be the solution to this problem.

What is Hero?

Hero is a practice management tool designed to reduce the day-to-day administrative tasks of running a private practice.

Can I make a suggestion to improve the app?

Yes, please do! If there is a feature you would particularly like to see on Hero, or if something isn’t working as well as you’d hoped, get in touch with us at support@herohealth.net.

We are always keen to improve our service and regularly release new and exciting features, often requested by our practices. For example, we recently released Payment Links that allow patients to pay without signing in, at the request of several of our clinics.

Invoicing & Payment

How do I receive payment?

Stripe payments will be passed through to your business bank account in 3-5 working days. GoCardless payments may take longer.

What are Hero’s payment fees?

Hero’s payment fees are 0.75% + 20p per transaction.

Can I set up Direct Debit payments?

Yes. Practices can set up Direct Debit via GoCardless under settings, practice group settings.

Which payment providers do Hero use?

Stripe, GoCardless, Apple Pay, and Google Pay.

Can I take payment by card machine with Hero?

Yes. Practices can order a Stripe card reader that will sync with the Hero app through our support team.

How does Zapier work?

Zapier allows users to automate processes. It facilitates the synchronisation of information from one app to another. For example, an appointment in the Hero diary can be programmed to sync with a practitioner’s Google Calendar.

Can I create links to self-serve products?

Yes. Practices can create both booking and payment links to their self-serve products.

Will Hero deal with Healthcode for me?

Hero Collection, a planned feature, will do this. At the moment, Hero will not do this for you.

What percentage of Hero’s online appointments are paid for upfront?

100% of appointments booked online are paid for upfront.

How do patients pay for invoices?

Patients can pay via our payment providers (Stripe, Apple Pay, Google Pay, GoCardless), or via direct debit. Payments processed via Stripe will be in your account within 3-5 days.

What benefits can membership bring to my practice?

Introducing memberships offers a new stream of recurring revenue and the ability to offer a premium service to your regular patients. Membership payments are best processed by Direct Debit, via Hero’s GoCardless integration.

Am I able to refund payments?

Yes, if they were made through one of our payment providers. Refunds will take 5-10 working days to process through Stripe.

Am I able, as a practitioner, to take payment during an appointment with existing patient payment details?

Hero’s partner practitioners are expected to receive patient confirmation prior to taking payment. Hero is not liable if you do so without it.

Does Hero have any checks against incorrect insurance submissions?

Yes. Hero has an automated system that will notify you before your submission is made if there is an error in your form.

How do patients purchase a practice membership?

Patients can purchase a practice membership via a button on your website. Payments can be processed online via Stripe (Credit or Debit Card), Apple or Google Pay or GoCardless (Direct Debit).

How will I be notified when an insurance payment has been made?

You will not be notified by Hero when payment is made. However, you will be notified when submission has been approved so you know to expect payment into your account.

What items can I charge for?

Practices may charge for any products or services that they wish to through Hero. To set this up, just follow our simple guides (https://intercom.help/herohealth/en/articles/4056568-how-to-create-a-self-serve-product-on-hero, https://intercom.help/herohealth/en/articles/4182556-feature-update-invoicing).

Can an organisation’s primary contact view all its members’ invoices?

Yes they can, and they can pay them from a central location.

Does Hero work directly with private medical insurance companies?

No. Hero is integrated with Healthcode, which handles the invoices for insurance companies such as AXA and Vitality.

Can multiple unpaid invoices be collated in the same payment link?

Not yet, but this is in our development plans.

Appointments & Scheduling

Can patients book directly into my diary?

Yes. Create online availability in your diary and patients will be able to book into it directly.

Can I create sessions that cannot be booked online?

Yes. Hero admins can create offline availability slots in their diary, often for times that they are working but not taking appointments.

Can I link my diary to my Outlook or Google Calendar?

Yes. Hero’s Zapier integration synchronises the app with Outlook, Google Calendar, and more.

Diary reminders

Not yet, but it is in our development plans.

Will I be notified when an appointment slot is booked?

If you turn on your notifications in settings, you will be notified.

Can patients cancel or reschedule appointments?

Yes, via the patient portal. If this is done within the cancellation period, they will still be charged.

What kind of information can I collect on an intake form?

You can collect any data that you deem necessary and appropriate for use by your practitioners. This data collection is at the discretion of the practice, and as such, Hero is not liable.

What are the benefits of online booking?

The benefits of online booking are that it:

1. drives more bookings;

2. incentivises patient attendance;

3. reduces no show appointments;

4. eliminates no ageing debt; and that it

5. saves admin time.

How is information from intake forms stored?

Sensitive information is TLS1.2 encrypted, in line with industry standard regulations.

What is the best way to use booking links?

Practices can encourage bookings by adding booking links to their websites and by implementing them in marketing materials, such as emails. For example, some practices market seasonal appointments, such as flu jabs, with booking links. Other practices have distributed personal discounted booking links in slow periods to encourage bookings.

How is information from intake forms communicated to me?

It is added directly to the practitioner’s appointment show page. Practitioners can also upload it to their EHR system with the click of a button using the Hero widget.

How much money and time can I save by using intake forms?

Significant admin time is saved by filling out forms ahead of time. Hero’s intake forms shift the burden of administration from the practitioner to the patient. We estimate that 5 minutes of time is saved per patient by collecting information in the booking process. In a practice dealing with 3,000 appointments a month, that’s 250 hours (or £12,500) of practitioner time saved in the same time. Shortening waiting times at practices is more important than ever, not only promoting punctuality and efficiency, but importantly minimising the risk of COVID-19 transmission.

Why should I have offline availability?

Some practitioners use offline availability to show when they will set aside time to do administrative work, rather than taking appointments.

If an appointment slot is in the process of being booked online, will it still be shown as available to other patients?

Whilst being booked, appointment slots are is taken offline for 15 minutes. If the booking has not completed in that time, the booking slot will reappear online.

What is the benefit of using booking links?

Booking links have three central benefits:

1. The patient’s booking experience is streamlined (with an estimated reduction in booking time by 50%);

2. They ensure the correct appointment, practitioner, and location are booked (this is especially helpful for patients who are not adept with technology); and

3. They provide a direct path from marketing materials to payment, increasing bookings.

Will I be reminded of an appointment if I am not logged into the Hero system?

Not yet, but it is in our development plans.

How do I create a diary reminder?

Diary reminders are a great way of blocking out time for administrative work or reminding practitioners of actions they need to complete in the day. To learn how to make a diary reminder, click on the support link below:

Creating a diary reminder

What are the benefits of online booking?

Our practices find many benefits to patients booking online, these include:

  • Patients can see your availability and book whenever they like
  • Patients avoid being put on hold or waiting in a telephone queue
  • Patients can track a history of their past appointments and invoices
  • Patients can reschedule and cancel their appointments without calling the practice
  • Patients will receive appointment reminders automatically

Communication

Does Hero use other video calling services?

Other video calling platforms, such as Zoom and Microsoft Teams, are supported by Hero. These can be integrated with Zapier, and call links can be distributed via email and SMS.

Do I need to pay for Whereby?

For an unlimited number of 45 minute long 1-to-1 meetings, there is no charge for Whereby. To hold group meetings, a paid plan must be purchased. Details for this can be found at https://whereby.com/information/pricing/.

What is Whereby?

Whereby is a simple video call platform. With no app or software download required, meetings occur in your browser through your personalised meeting URL.

How are cancellation policies communicated in Hero?

Cancellation policies are customisable in the settings section of the administrative sidebar. These policies can be displayed as ‘Before you book’, or ‘Need to know’ information, customisable within the booking flow. Using the patient portal, patients can reschedule their appointments at any time. In accordance with your practice’s cancellation policies, if this action is taken within the cancellation period, patients will not be refunded, and will be notified.

How do I send Email and SMS notifications?

Email and SMS notifications are sent automatically whenever an invoice or appointment is made. To send an invoice reminder manually, follow the steps of the article linked below:

Sending SMS and Email notifications in Hero

What if a video appointment link does not work?

You can resend video links via the appointment show page to any email address or phone number. If problems persist, please contact our support team.

Can appointment reminders be customised? Can I send multiple reminders to specific patients?

You can add text to your automated appointment reminders through the ‘Need to know’ section of your appointment setup page.

What if I have a separate accounting software?

Using Hero’s Zapier integration, you are able to create automated tasks in Xero, Quickbooks, and Sage when actions are performed in Hero, saving you time having to account for things twice. If you do not use Zapier, the CSV you download when you export a financial report from Hero is compatible with Xero, Quickbooks, and Sage.

Why should I automate my patient communications?

Automating patient communications saves a significant amount of administrative time. In a practice processing 3,000 appointments a month, it is estimated that 91 hours of admin time is saved over the same period.

Accessibility

How do I create a self-serve product?

Creating a self-serve product in Hero is simple. Follow the steps in the guide below to learn how to do it:

Creating a self-serve product

How to create a practice membership in Hero?

Practice memberships are a great way to offer a premium experience to your loyal patients and drive additional practice income. Creating a membership scheme on Hero is easy, follow the link below for a step-by-step guide of how to do it:

Creating a membership scheme

How do I make a booking form in Hero?

Making a booking form in Hero is easy, simply follow the steps in our guide below:

How to create a form in Hero

Adding a form to an appointment

Adding a form to a self-serve product

What information is needed to add another patient to an account?

If the patient exists in the Hero system, nothing. If the patient does not, you will need their first name, last name, date of birth, sex, email address, and (optionally) address.

Can I create notes on patient preferences?

Yes. These notes can be added to the patient dashboard, and will be visible to practitioners when processing payments.

Who can patients add to their account?

Anyone can be added to an account. All that is needed is confirmation from the billpayer.

What can be viewed on the patient dashboard?

Appointments, invoices, memberships, details, payment preferences/methods - as an admin, you will only be able to see the patient’s records that are related to your practice.

Can practitioners access their patients’ portals?

Yes, but they can only see invoices, memberships, and other information related to them. All other information, including patients’ appointments at other practices or with other practitioners, is confidential.

Why do patients need a portal?

Hero aims to make managing healthcare easier. Providing patients a comprehensive portal through which they can access their invoices, appointments, and membership information, create relationships, and edit their personal details achieves this goal. It also reduces practice administration.

Can a family’s healthcare all be managed from one account?

Yes. Managing a family’s healthcare from one Hero account operates in the same way that business healthcare does. One administrative user handles the appointments and payments of all members.

How do patients book appointments?

Patients can either book appointments from your practice website or via Hero's booking marketplace. Click the link below to see our step-by-step guide to patient booking:

Our guide to patient booking

How do I set up a patient's insurance details?

Setting up a patient's insurance details in Hero is simple. For a step-by-step guide of how to do it, follow the link below:

Adding a patient's insurance details

What is Hero's patient portal?

Hero's patient portal allows patients to sign-in and manage appointment bookings, invoices and billpayer relationships. To access a guide for patients to sign-in to Hero, follow the link below:

How to sign-in to the patient portal

Can't find the answer you're looking for?

Our support team work between the hours of 9am - 6pm Monday to Friday and are always here to help. You can contact them via email at support@herohealth.net.

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