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Let's work together to get you better connected with your patients. With Hero, successfully demand and automate booking, payments and accounting.
No. Zapier is an integration that practices can use to make their work easier, but it is not required by Hero.
To enquire about getting set up with Zapier, email support@herohealth.net .
Yes. Inactive patients can be archived and unarchived at will.
Hero memberships can be renewed monthly or yearly. They can be easily managed, edited, or cancelled in ‘Membership Settings’.
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.
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.
Someone that is responsible for receiving the billing communication for appointments and invoices.
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.
Yes, using the confidentiality toggle on the invoices screen.
No. An organisation can register as many people as is necessary.
The organisation’s address and the personal details of the primary contact.
Yes. We have several practices that operate different tiers of membership, offering different perks at different prices.
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.
Yes, Hero does have a free plan. This includes:
Hero takes an introductory fee for appointments booked through the marketplace and a 2.3% payment processing fee.
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:
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:
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.
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.
We believe that the healthcare sector is lagging behind other booking industries, and we are driven to be the solution to this problem.
Hero is a practice management tool designed to reduce the day-to-day administrative tasks of running a private practice.
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.
Stripe payments will be passed through to your business bank account in 3-5 working days. GoCardless payments may take longer.
Hero’s payment fees are 0.75% + 20p per transaction.
Yes. Practices can set up Direct Debit via GoCardless under settings, practice group settings.
Stripe, GoCardless, Apple Pay, and Google Pay.
Yes. Practices can order a Stripe card reader that will sync with the Hero app through our support team.
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.
Yes. Practices can create both booking and payment links to their self-serve products.
Hero Collection, a planned feature, will do this. At the moment, Hero will not do this for you.
100% of appointments booked online are paid for upfront.
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.
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.
Yes, if they were made through one of our payment providers. Refunds will take 5-10 working days to process through Stripe.
Hero’s partner practitioners are expected to receive patient confirmation prior to taking payment. Hero is not liable if you do so without it.
Yes. Hero has an automated system that will notify you before your submission is made if there is an error in your form.
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).
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.
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).
Yes they can, and they can pay them from a central location.
No. Hero is integrated with Healthcode, which handles the invoices for insurance companies such as AXA and Vitality.
Not yet, but this is in our development plans.
Yes. Create online availability in your diary and patients will be able to book into it directly.
Yes. Hero admins can create offline availability slots in their diary, often for times that they are working but not taking appointments.
Yes. Hero’s Zapier integration synchronises the app with Outlook, Google Calendar, and more.
Not yet, but it is in our development plans.
If you turn on your notifications in settings, you will be notified.
Yes, via the patient portal. If this is done within the cancellation period, they will still be charged.
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.
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.
Sensitive information is TLS1.2 encrypted, in line with industry standard regulations.
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.
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.
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.
Some practitioners use offline availability to show when they will set aside time to do administrative work, rather than taking appointments.
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.
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.
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:
Our practices find many benefits to patients booking online, these include:
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.
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/.
Whereby is a simple video call platform. With no app or software download required, meetings occur in your browser through your personalised meeting URL.
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.
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:
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.
You can add text to your automated appointment reminders through the ‘Need to know’ section of your appointment setup page.
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.
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.
Creating a self-serve product in Hero is simple. Follow the steps in the guide below to learn how to do it:
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:
Making a booking form in Hero is easy, simply follow the steps in our guide below:
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.
Yes. These notes can be added to the patient dashboard, and will be visible to practitioners when processing payments.
Anyone can be added to an account. All that is needed is confirmation from the billpayer.
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.
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.
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.
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.
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:
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:
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:
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.
Let's work together to get you better connected with your patients. With Hero, successfully demand and automate booking, payments and accounting.