The Turnera manual

1. Logging in and finding your way around

Turnera opens in the browser, with the centre's address and the username and password you were given. There is nothing to install and it works the same on the front desk computer, on a tablet or on a phone.

Each person has their own user account. This is not red tape: the application records who did each thing, and with a shared account that information is worth nothing at all. What is more, each user sees only their own part — the receptionist has no need to open the clinical record, and the physiotherapist has no need to see the till.

The menu on the left

At the top, with no heading, is what you use every day: Home, Agenda, Point of sale, Unpaid visits and Customers. Below, grouped together, is what you set up now and then (catalogue, stock, staff) and what you only look at (reports and settings).

If one of those entries is missing for you it is not a fault: your user account does not have that permission. Whoever administers the centre can give it to you.

Home

The home screen sums up the day: the appointments still to come, what has been charged, what is still unpaid and the birthdays. Each block is a shortcut — click it and you land on the screen that explains it.

2. The agenda

This is the screen you spend the day on. You can look at it in three ways, and the button at the top left switches between them:

The view you choose is remembered: when you come back tomorrow it will be as you left it.

Booking, moving and cancelling appointments

• Booking an appointment: click the free slot where you want it to go. The form opens with the time and the member of staff already filled in; all that is missing is the customer and the service.
• Opening an appointment: click it.
• Moving it: drag it. If you drop it in another column it also changes member of staff or room, depending on the view you are in.
• Changing how long it lasts: drag the bottom edge.
• Cancelling it: open it and click Cancel. You can write down the reason, and it is worth doing: a month later, in the cancellations report, that reason is the only thing that explains what happened.

If you try to book two appointments at once in the same room or with the same member of staff, the application will not let you and tells you which one it clashes with. It is the only thing it truly blocks: the rest are warnings.

What each card tells you

The colour of the card is the state of the appointment — waiting, in progress, seen, no show — and the key below the title explains them. On top of that there are four signals:

Closing stretches in the agenda

A bank holiday, a spell of leave, a room being serviced or a broken device. You pick the day, the time band, what it affects — the whole centre, one room or one person — and the reason.

The closed stretch appears hatched on the grid, with the reason written over it. The reason is not compulsory but it is worth putting in: in two weeks' time nobody will remember why that Thursday is closed, and it ends in a phone call.

Printing the agenda

It prints the day as a PDF, one member of staff per sheet, with the time, the customer, their phone number, the room, the service and the notes. First visits are marked on the paper too.

Click the button and you get the whole centre. Open the little arrow and you pick a single person. This is what you print in the morning so that everyone has their day beside the couch and so that, if the power goes, the centre keeps running.

3. Customers

The search box at the top searches by first name, surname, phone number or tax ID. You need not type it all.

A customer record holds their details, their visit history, their vouchers and their notes. The phone number and the email address are links: click them and the dialler or the email program opens, with nothing to copy and paste.

Duplicate records

It happens in every centre: the same person added twice, with the surname misspelt one of the times. Turnera lets you merge the two records, and in doing so everything from the other one is carried over to the good one: appointments, visits, vouchers and clinical record. Nothing is lost.

4. Charging

The point of sale

You pick the customer and the member of staff, and from there you add services and products to the ticket. The discount is a percentage of the total, and the payment method comes from the list of the ones the centre has active.

The short way is from the agenda. Open the appointment and click Charge: the point of sale opens with the customer, the member of staff and that appointment's services already filled in. All you have to say is how they pay. And once charged, the appointment is marked as paid — that is the euro icon on the grid.

• Paid now ticked: the money goes into today's till.
• Paid now unticked: the visit is left as a debt and shows up in Unpaid visits.
• Tendered: type in what you are handed and the screen works out the change.

The Quote button prints as a PDF what is on the ticket without charging anything, to hand to someone who is still thinking about it.

Payment methods with a fixed discount

Some payment methods come with the discount built in. Gift is a hundred per cent: choose it and the total goes to zero by itself. There is nothing to remember, and you cannot charge by mistake for something you are giving away.

Paying by two methods at once

The bill is a hundred euros, the customer has fifty in cash and wants to put the rest on a card. Tick “Split the payment across several payment methods” and two lines appear: on each one you pick the method and how much goes on it. You can add more.

Below you can see the sum of the split next to the total. Until it balances to the cent, shown in red, the charge button does not light up. This is deliberate: a split that does not add up is a discrepancy in the till that turns up weeks later and that by then nobody remembers.

The ticket comes out with the breakdown: how much went on each one. And the end-of-day till splits that payment between the two methods, it does not put it all into one.

Unpaid visits

Here are the visits that were seen without being paid for. Click one and the payment dialog opens: you pick the payment method, adjust the discount if need be and settle it. Afterwards you can print the ticket.

5. Vouchers

A voucher is sessions paid for in advance from a group of services. They are sold in two ways:

• On their own: in the customer record, in the vouchers section, you create one by hand giving the group, the sessions and when it expires.
• When selling a service marked as a voucher: the voucher is created by itself when you charge.

How they are used up

A session is deducted when you charge with the payment method “Voucher”: one for each service on the ticket. You can also deduct one by hand from the customer record, for when someone was seen without going through the till.

On the agenda, the voucher icon on each appointment says how many sessions that customer has left. Vouchers that are used up or expired are not counted.

6. Equipment

A device is not a room. The ultrasound scanner is carried from one cubicle to another and the laser goes wherever it is needed, but there is only one and only one person can use it at a time. That is what this screen sorts out.

Adding a device

For each device you state:

• The name and how many units there are. With two, two appointments at once are fine and three are not.
• Which services need it. As long as none is ticked, the device gets in nobody's way.
• What has to be recorded each time it is used: the joules on the laser, the power on the sunbed. You add a field with “Add a field” and remove it with the bin on its row.

Each field that is recorded is one of three types:

Marking a field as compulsory means the appointment will not let you save the session without it. The limits on the number are checked as you record too: if the laser runs from 1 to 40 joules, a 60 will not go in.

What changes on the agenda

If two appointments at the same time need the same device and there are not enough units for both, the second one cannot be saved, even if they are in different rooms and with different members of staff. It is an appointment that was never going to happen, and it is better to know as you write it down than at eleven with the customer in front of you.

Recording the session

On appointments that include a service with a device, below the appointment details there is a section with the fields to fill in, grouped by device. Next to each one, the settings that customer was treated with last time. It is saved with its own button, “Save what is recorded”, without having to save the whole appointment; a field left blank is taken to mean “not recorded” and nothing is written.

If the appointment has no service with a device, the section does not appear.

That is the figure you really look at before starting: in laser hair removal the settings go up session by session, and going too far burns. It is looked up by customer, not by appointment, so it does not matter if last time was in another room, with another person and three weeks ago.

7. The booking portal

This is the screen where the customer books by themselves, at /reservas on the centre's address. It is switched off until the centre switches it on, and it is switched on by delegation.

How the customer logs in

There is no password. The customer types in their email address and receives a six-digit code that is good for fifteen minutes; the same message carries a link that fills it in by itself, so there is nothing to copy. That gets them in.

They are never told whether that address is or is not on anyone's record: the answer is the same in both cases. If it is not, the message simply does not arrive. That way nobody can work out who is a customer of the centre by trying addresses.

What they see and what they do not

• Only the services and the rooms marked as bookable online.
• A service that is not given in a room is not offered to them there. At the front desk that is a warning; on the portal it is a wall, because the customer knows less than the program and a booking made wrongly is a phone call to undo it.
• Closed stretches do not appear.

8. Reports and the end-of-day till

They all filter by date and they all download to Excel with the export button.

The cancellations report

It counts against the appointments in the range, not the ones cancelled in the range. The difference matters: a March appointment cancelled in April is a March appointment that fell through. It comes out sorted by number of cancellations and, where equal, by proportion: three out of three is worse than three out of forty.

A split payment in the end-of-day till

If a visit was charged with two payment methods, the end-of-day till splits the amount between the two. The fifty in cash goes to cash and the fifty on card to card: the till matches what is in the drawer.

9. Centre settings

What you set once and hardly ever look at again. The ones most looked at:

The agenda

• Opening and closing time: how far the grid runs.
• Minimum length of an appointment: how many minutes apart an appointment can start. It is the centre's step.
• Days to show: how many the week view draws.

Each room's step

Each place can have its own step. The laser room goes in fifteens and the indiba equipment goes in fives. Leave it empty and the centre's step is followed, which is how they all start out.

The grid is drawn with the finest step there is, because the columns share the axis and cannot be ruled two ways at once. What does belong to each place is where an appointment lands when you drop it and how long it can last.

Rooms, courts and studios

For each one you state how many people fit (a room 1, a padel court 4, a spinning studio 20), whether it is booked online, and which services are given there. With none ticked, everything is given there.

Others

• Devices: the machines that cannot be shared and what is recorded for each session. It is explained under Equipment.
• Catalogue: services, products, voucher groups and suppliers.
• Staff: who sees customers, their colour on the agenda and their column.
• Users and permissions: who logs in and what they can see.
• Centre details: name, tax ID, address and logo, which is what appears on the PDFs.
• Email: the gateway the notifications and the portal codes go out through.

10. The clinical record

In the centres that use it, each customer has a history and cases, and each case its progress notes. It prints to PDF.

Seeing the clinical record is a separate permission from seeing the customer record. Whoever is at the front desk has no need for it.

In training centres the application does not talk about a clinical record: the same fields are called starting point, goal, physical assessment and training plan, which is what they are called there.

11. When something goes wrong

“It will not let me book the appointment”

If it says the slot is taken, there is another appointment in that room or with that member of staff at that time; the warning says which. If it says the device is in use, there is another appointment at that time that needs the same one, even if it is in another room.

“A menu option is missing”

It is a permission your user account does not have. Whoever administers the centre can give it to you.

“The customer is not receiving the portal code”

Check that the address on their record is the one you are typing, that the email gateway is set up, and that it has not landed in their junk folder. The code expires after fifteen minutes: once that time is up you have to ask for another.

“The end-of-day till does not balance”

Look first at the payments split across several payment methods and the visits that were left owing. An unpaid visit is not in the till: it is in Unpaid visits.

“I cancelled an appointment by mistake”

It cannot be recovered: you have to create it again with the same details.