Online Check-In Frequently Asked Questions

With our new online check-in option available at some of our Banner Urgent Care locations, we’re providing you with the information you need so you can focus on your care.

The following Q&As are commonly asked questions from patients in the waiting room and may offer some helpful information. Please keep in mind that clinic offerings may vary by location.

Q: Why did someone that walked in after me get taken back before me?

A: There are two things that could have happened:

1. This individual most likely created a reservation online. You can see which type of reservation patients have created reflected on the waiting room screen. We recommend utilizing our online check-in whenever possible to make sure your wait time is as low as possible.
2. Some reservations (like a flu shot) do not require the full visit time and do not require the person to be seen by a provider. We put these individuals in a separate line so we can complete their visit, without disrupting the flow of provider visits. Next time you need a flu shot, our urgent cares are ready to help.

Q: How does the leave and come back feature work?

A: The leave and come back feature is intended to allow patients to remain in the wait queue without physically waiting in an exam room. This offers patients flexibility by providing a return time so you do not have to wait in the lobby.

It is important to note, this feature will not hold your spot in line permanently. Once a patient leaves, he or she is considered an online patient and delays in the clinic may push his or her reservation back, just like any other reservation made with our online check-in system.

If an earlier slot becomes available, we will not request a ‘leave and come back’ patient to return early. The system only updates patients if their time is delayed (pushed back). This is intended to prevent confusion by confirming a return time.

If a patient chooses to leave and while they are away, a time slot becomes available, we will allow a walk-in patient into the open visit time ahead of the patient who chose to leave. This is to ensure the clinic can continue moving along rather than have a physically present patient wait in the lobby when an exam room is open.

Q: Another patient just jumped ahead of me in the queue on the waiting room TV, what does that mean?

A: Sometimes we have patients come in with an illness or injury that needs to be addressed immediately. This patient will be moved to the top of the queue and will be taken back as soon as we have space. We make this delay transparent to everyone in the waiting room and update the patient wait time display. We also send delay text messages to those not in the office.

Q: My call back time on the waiting room TV has changed since I sat down. Why?

A: The waiting room display represents a real-time depiction of all activity within the clinic. Wait time estimates change when:

• A current patient visit takes more (or less) time than expected
• A patient is called out of order due to an immediate need
• A patient elects to leave without being treated
• Patients are deemed to be a different visit type and moved to another line

Q: What’s the best time to use online check-in?

A: Online check-in gives you the flexibility to book a reservation when it is most convenient for you. If you are looking to schedule a visit for a flu shot, physical or other standard reservation, use online check-in. If you are in severe pain and need help immediately, call 911 or go straight to an urgent care or emergency room for help.

Q: Should I use online check-in for an emergency?

A: No. If it is a true emergency, call 911 or head to the nearest hospital.

Q: How do I book online?

A: Learn more about how to book online here.