A plain English reference for every term you'll encounter across the Qliva platform — use this page whenever something in the docs or the interface needs a plain English explanation.
Tenant / Clinic
A single clinic instance on Qliva. Each tenant is identified by its unique subdomain (e.g. your-clinic-name.qliva.com.au). All data — patients, appointments, notes, billing — belongs to one tenant and is never shared with or visible to any other tenant on the platform.
Clinical portal
The main practitioner-facing workspace. This is where practitioners manage their calendar, write consult notes, review pathology results, issue prescriptions, and communicate with patients. Accessed at {yourclinic}.qliva.com.au.
Admin portal
The clinic administration interface. This is where clinic owners and administrators configure the clinic — managing the team, appointment types, billing, communications, integrations, and reporting. Accessed at {yourclinic}.qliva.com.au/admin. Practitioners do not need admin portal access unless they also manage the clinic.
Patient portal
The patient-facing web app. Patients use the portal to book appointments, complete intake forms, sign consent documents, view pathology results, pay invoices, message the clinic, and join telehealth video calls. Accessed at {yourclinic}.qliva.com.au/portal.
Appointment type
A configurable service offering that patients can book. Each appointment type has a name (e.g. "Initial Consultation"), a duration, a price, a telehealth flag, and settings that control whether it appears in the patient portal. Appointment types are created and managed in Admin → Appointments → Appointment types.
Consult note
A clinical record written by a practitioner during or after a patient encounter. Consult notes in Qliva are structured (with sections for history, examination, assessment, and plan) and can be drafted with the AI scribe. Notes are stored against the patient's record and are only visible to practitioners with access to that patient.
Trigger
An automated event that causes a communication to be sent. Triggers fire when something specific happens in the platform — for example, when an appointment is booked (appointment_booked), when a pathology result is released (result_released), or when an invoice is paid (invoice_paid). Each trigger is linked to a template or sequence. Configure triggers in Admin → Communications → Triggers.
Template
A reusable email or SMS message body used by triggers and sequences. Templates can contain static text and merge tags. For example, a booking confirmation template might include {{patient_first_name}}, {{appointment_date}}, and {{practitioner_name}}. Templates are managed in Admin → Communications → Templates.
Sequence
A multi-step automated communication flow triggered by a single event. For example, a post-appointment follow-up sequence might send an SMS at 1 day, an email at 3 days, and another email at 7 days — all triggered automatically when an appointment is completed. Sequences are configured in Admin → Communications → Sequences.
Merge tag
A placeholder in a template that is replaced with real patient or appointment data when a message is sent. Merge tags use double curly brace syntax — for example:
| Merge tag | Replaced with |
|---|---|
{{patient_first_name}} | The patient's first name |
{{appointment_date}} | The date of the appointment |
{{appointment_time}} | The time of the appointment |
{{practitioner_name}} | The practitioner's full name |
{{clinic_name}} | Your clinic's name |
{{portal_link}} | A link to the patient portal |
If a merge tag has no data to resolve (e.g. the patient has no phone number), the message is not sent and an error is logged.
Intake form
A digital form sent to a patient to collect information before an appointment. Intake forms can include free-text fields, multiple choice, date pickers, and file uploads. Patients complete them via the patient portal before their appointment. Responses are visible to practitioners in the clinical portal.
Consent
A legal document that the patient reads and signs electronically before proceeding with treatment. Consent documents in Qliva capture the patient's name, signature, timestamp, and IP address. Signed consents are stored permanently against the patient's record and cannot be edited after signing.
eRx
An electronic prescription token issued by a practitioner and transmitted via the Parchment Health prescribing network. eRx tokens can be sent to a patient's phone or to a nominated pharmacy. Issuing eRx requires a practitioner to be credentialled with Parchment Health. See Admin → Integrations → eRx (Parchment) to set this up.
HL7
A medical data standard used to transmit clinical information between systems. Qliva uses HL7 to receive pathology results from labs via the Medical Objects network. When a result arrives in HL7 format, it is parsed and displayed in the practitioner's pathology inbox in the clinical portal. The practitioner reviews the result and can release it to the patient portal when ready.
Clinical mail
Text-based clinical correspondence — such as specialist letters, referral replies, and discharge summaries — received via the HL7 inbox. Clinical mail arrives alongside pathology results in the practitioner's inbox and is stored against the patient's record.
Reminder schedule
A set of rules that control when appointment reminder messages are sent to patients. Each rule specifies a timing (e.g. 24 hours before the appointment), a channel (SMS, email, or both), and a template. You can have multiple rules in a reminder schedule — for example, an email at 48 hours and an SMS at 2 hours. Configure reminder schedules in Admin → Settings → Reminders.
Booking token
A one-time-use link that lets a patient book a specific appointment type without an additional payment. Booking tokens are typically generated automatically when a patient purchases a storefront product or a membership that includes appointment credits. The patient clicks the link, selects a time, and the appointment is created — the token is then consumed.
Membership
A recurring subscription that grants a patient ongoing entitlements — such as appointment credits, discounts on services, or priority booking. Memberships are billed automatically via Stripe on a weekly, monthly, or annual cycle. Membership entitlements are checked at the time of booking. Configure memberships in Admin → Billing → Memberships.
Telehealth
A video appointment conducted via the platform's integrated video call. When a patient books a telehealth appointment type, they receive a unique video call link in their confirmation. At appointment time, both the practitioner (in the clinical portal) and the patient (in the patient portal) click their respective links to join the call. No additional software is required — the video call runs in the browser.