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Search these help files
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| Table of Contents | ||
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Practice Locations for Online Booking
Overview
From v12.8 EXACT enables a dental business with a single server and multiple practice locations (premises) to create a separate online booking website for each configured Location.
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ShinyTeeth has a single central server for practices in three different suburbs.
Before EXACT v12.8 ShinyTeeth had no elegant means for patients to book appointments online for just their local suburban practice.
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Within patient communications EXACT is able to generate patient recall URLs, planned Online Booking links and Marketing URLs for these specific Locations.
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- Online Booking Locations is an optional feature for practices that use Locations.
- In Web Setup a practice can configure unique information for each Location: logo, colour, information for the patient (parking, map etc), and Google Tracking Code.
- Configured Locations affect Practitioner Login, Provider setup, Patient setup and Bookings.
- When practitioners Log In to EXACT they are prompted to select a Location:
- Providers are assigned to a Location and their availability for bookings is associated with that Location (if a Provider works in multiple locations, rooms and rosters must be used for that Provider). Providers must have Free Time available for bookings to be successful.
- Both Patients and Providers can be configured with a Preferred Location, and EXACT uses this in preference to any other location.
- For communication with patients, the practice can use merge fields for patient Preferred Location, in Easypost Letters, SMS and Email.
- EXACT determines the location for Recall URLs , Planned appointment URLs and Marketing Campaigns URLs based on a logic where the first option is patient preferred location.
- When practitioners Log In to EXACT they are prompted to select a Location:
- Automated communications: Within patient communications EXACT is able to generate patient recall URLs, planned Online Booking links and Marketing URLs for specific Locations.
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Prerequisites for Location support in Online Booking
- EXACT v12.8 or later.
- The practice is configured for Online Booking, with booking functionality.
- Practice Locations are enabled:
(Configure - > Practice Settings >
Enable Locations) - Once Practice Location is enabled (above), it becomes possible to enable online appointments Enable Locations as follows:
Configure > Online Appointments > Web Setup window >
Enable Location - The practice must be configured for multiple Locations, where EXACT then treats each Location as a separate "practice" for patient booking purposes and for Provider free time available for bookings.
- Online booking Free Time must be uploaded to activate each Location as a new practice.
This is only possible if Providers are configured for a Preferred Location (in the Provider File), so that their free time is available in the new Location.
If provider Preferred Location is not specified, EXACT assumes the practice Default Location as the Provider's preferred location, and the free time will only upload to the practice default location. - Recommended: Patents are configured for a Preferred Location (in the Patient File Details tab). If not specified, EXACT assumes the practice default Location as the patient's preferred location.
On upgrade to EXACT v12.8
Practices with multiple existing Locations will have those locations listed in the Web Setup, but without being configured or enabled.
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EXACT logic in using Preferred Locations
EXACT applies the following logic in using Preferred Locations versus other locations:
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Online Booking Providers | The Provider Details tab has a Pref Location field.
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Patients who book online | The Patient Details tab has a Pref Location field.
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Combined Recalls | For Combined Recalls, EXACT uses location options in this order:
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Family Recalls | For family recall, EXACT uses the main contact patient's location in this order:
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Marketing Campaign | For marketing campaigns EXACT uses locations in this order:
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Appointment Workflow
From EXACT v12.9 practitioners who log in to a Location and use the Appointment Workflow will see only that Location's patients on the Departure Task List (Exit Workflow). Patients who are booked for a different Location will not display.
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Merge Fields for Preferred Location
From EXACT v12.9 EXACT has merge fields specifically for using the Preferred Location in patient correspondence.
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Patient Preferred Location merge fields
(From EXACT v12.10)
«patient.PreferredLocationName»
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Matching Reasons to Providers in Online Booking
Historical
Prior to EXACT v12.3 the EXACT online booking system had two primary setup areas: Providers and booking Reasons.
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For example, a practice has many Providers, only one of whom is an Implant Specialist. When their patients booked an Implant Consultation the only option was to book with any of the Providers; they couldn't specifically book with the Implant Specialist.
From EXACT v12.3 onwards:
From v12.3 Providers can be pre-associated with Booking Reasons within EXACT.
The configuration allows for a generic option for all Providers, but also allows for the complex options that are necessary for customers who are not taking up online booking.
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Procedures in the practice
EXACT automatically does the following with an online booking by a patient:
Patient File
EXACT creates a patient file for any New online patients.
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IMPORTANT: The amounts stated in EXACT are before service charges by the third party banking, so these amounts are not exactly the same as those going into your bank account.
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Emailed Online Payment Receipt
EXACT automatically creates an emailable payment receipt.
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New Patients are not yet registered within EXACT. They access the booking website from various sources including online search, word of mouth and marketing information.
On the booking website new patients can book into the appointment gaps per Provider that have been made available for this purpose by means of the New Patient online bookings setup.
Data sent to EXACT Patient File
When a NEW patient successfully books an appointment on the portal, the software sends the following information to populate a new Patient File in EXACT:
Data | Mandatory? | Field in EXACT |
First name | Yes | First Name |
Last Name | Yes | Family Name |
Date Of Birth | Yes | Birth date |
Land line number | No | Hm Ph |
Mobile number | Yes | Mobile |
email address | Yes | |
When last visited the dentist | No | Appointment notes |
Where last seen | No | Appointment notes |
Information about your immediate dental needs | No | Appointment notes |
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Existing Patients are already registered within EXACT. The booking website is a convenient means for them to self-book appointments.
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Recall patients are recalled by means of EXACT automation, and the recall includes a link to the booking website.
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The Recall Patient online booking functions as follows:
- Each day EXACT identifies patients due for recall appointments, according to criteria that have been customised by the Practice.
- EXACT sends an appointment recall message (SMS, email, or both) to patients due for a recall appointment. This contains a merge field link with the web address for a Practice-branded online (Internet) booking service.
- The recalled patients log into the Internet booking site (even outside of clinic hours) and select an appointment time that suits them, from available appointment time blocks that the Practice has specified as available for the Providers at the practice.
- The booking software confirms the booking with the Practice (EXACT) in real time, updating the Appointment Book.
- EXACT sends an automated SMS reply or email message to the Patient confirming the appointment. This message can be customised with information such as a map, parking instructions, dentist photo, and even further special offers.
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- Go to Administration > Manage Recalls.
EXACT will automatically detect if there is an outstanding list to run, and display the list for you.
A message will display for each of the months in the specified period, informing you how many patients met the recall parameters.
The main screen displays figures and a colour graphical display per month:
- (Optional, if instructions have been typed) Click the My Recalls Procedure button to view custom instructions on what to do next:
Example of a 'My Recalls Procedure':
- Double-click a line (month) in the Recall Lists screen to display its entries and Contact options:
The Month View displays the details of its recall patients.
! You can optionally filter the list and then perform bulk actions on the resulting patients.
This screen has all of the tools that you need to contact the listed patients.
Hyperlinks
Note: all line entries in this screen are hyperlinks. The functionality is the same as for the Appointment Book Recalls Tab.
Month Selector
Use this to change the month.
Column headers
The default sort order is Last Name, alphabetical.
Click a column header to sort the list by that parameter.
First Name / Last Name
Click a First or Last name to open the Patient Information tab.
You can then edit any Patient fields that need updating.
Dates
These are the Recall dates.
Coloured icons represent the same colour recall statuses as for the Effectiveness Tooltip display.
Click any of these dates for editable information for the recall.
If you edit these fields and click Update, it will immediately update the display.
Prior contacts with patients are recorded as icons in the Prior Contacts Column.
Click a Prior Contact icon to display details of the contact.
Click any of these hyperlinks to display a contact screen from which to contact the patient. A small star behind the icon indicates the preferred method of contact.
Home Address. Recall is by letter
Business phone
Home phone
Home phone, SMS
Mobile phone
Mobile phone, SMS
Email - You can manually contact patients by any of the means described above or simply use the recall list as a phone list and contact the patient by phone. Alternatively, you can utilise EXACT's significant automation capabilities and have your software perform all recall communications and bookings.
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To send ONLY a hygienist recall link to a patient
Workaround: This is a workaround for an issue where a practice tries to send a patient an online booking URL for just a Hygienist booking, but the patient receives a URL for Hygienist plus Dentist booking.
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- The practice must have Appointment Workflow configured because a Planned Treatment Online Booking link can only be sent from its Departure Task List at the point of Patient checkout. There is no other way to send it.
- A Patient requires an Appointment for Today’s Date.
- The Patient requires a Treatment Plan on the Chart Tab, and a minimum of one appointment Planned, with time specified for the Service.
- Only Patient planned appointments on the Chart Tab that are marked as To Be Booked will show in the Departure Task List, so Providers must know to tick this checkbox. They must also ensure that the planned treatment has an estimated time (duration). EXACT calculates the sum of the planned services per appointment, and this displays in the Edit Appointment screen Expected Time field:
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- When charting, the Provider needs to specify to Book this Appointment:
A) Double-click the Appointment to open the Edit Appointment window.
B) Check (tick) the Book this Appointment checkbox and complete all other details in the screen.
C) Check that the appointment has an Expected Time (duration), calculated automatically as the sum of the services' Estimated Times.
D) Click OK.
RECEPTIONIST procedure - When the patient departs through reception the Receptionist attempts to book the planned treatment appointment manually in the appointment book.
If the patient cannot or will not commit to a booking, the Receptionist opts to send the planned treatment booking URL... - If the patient has no Email and/or SMS contacts recorded, the Receptionist will first need to record them:
NOTE: EXACT will pop up a warning if the Receptionist clicks the online bookings button without having these contacts recorded:
In this case the Receptionist can either open the Patient File to record the details, or click the Collect Email and Mobile prompt in the Departure Task List:
TIP: When both the Collect prompt and the online bookings button both appear, first collect the contact details:
- With contacts recorded, the Receptionist clicks the online bookings button
to open the Send Online Booking Link by SMS/Email window:
- The Receptionist checks (ticks) any combination of these checkboxes and then clicks Send.
The following processes then occur:
- The SMS/Email with the booking URL is sent to the patient.
- The online bookings prompt disappears from the Departure Task List:
- The patient details display in the Follow Up tab under the category OLB Link Sent:
The booking URL is populated with details of the planned treatment booking requirement, ready for patient booking.
PATIENT procedure - When the patient selects an appointment gap, the software displays a Confirmation page with Provider details.
Once the patient confirms, the software prompts the patient to check for a confirmation message.
RECEPTIONIST monitoring - The following processes then occur, that the Receptionist can optionally monitor:
- The booking is made in the appointment book, and displays an online booking icon:
You can mouseover the icon for appointment details:
- The patient is removed from the Follow Up tab:
- The patient displays in the Online Appointments tab:
(If you cannot locate this tab, it may need to be enabled. See Enabling the Online Appointments tab in the Appointment Book) - Note that you can filter the Online Appointments tab by means of Planned Treatment Bookings:
- The booking becomes a statistic in the Feature Usage Report:
- The booking is made in the appointment book, and displays an online booking icon:
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Column: Tick Box | A tick box to indicate that the actions for dealing with the appointment have been carried out. |
Column: Appointment | Appointment Date / Time / Provider code / Click Date-Time to display the Edit Appointment window. Click the |
Column: Name |
CALL ME indicator: If the patient has indicated that they want a call back the row appears in Red and the word CALL ME displays next to the patient name. Click the Name to display the Edit Patient window (so long as there is no possibility of a duplicate record.) If there is a possible duplicate, follow the procedure for Creating New Patient Records from online appointments. |
Column: Type | This is the type of appointment generated by a patient. New: New Patient (not registered at the Practice) requesting an appointment. Existing: A registered patient making an unplanned appointment. Recall: Patient using the recall link Planned treatment: Treatment has been planned by a clinician. |
Column: Make Contact |
|
Show (drop down) |
Optionally filter by choosing one of the Show options and the From date. The list will always sort by date and time |
| Select (tick) to display completed bookings. |
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Override of the minimum mandatory fields setting
The EXACT software has a mechanism for defining the minimum mandatory patient fields that must be recorded for a patient record.
EXACT ignores this setting when creating a New patient from an online booking.
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- Highlight / select the row in the Online Appointments Tab:
You will see the Duplicates button become available:
- Click the Duplicates button or click the
Possible Duplicate Record icon to display the Duplicate Patients dialogue:
The top portion of the screen displays the new patient details and the bottom portion of the screen displays the existing records that could possibly be the same patient.
Specific fields in the existing record that match the new record display in red text.
- Decide - is this a duplicate or a New patient?
(Optionally click the View Patient button to view the patient file).
- If this is not the same patient, click the Continue button to return to the Possible Duplicates window.
- If this is the same patient, click the Merge button
... to display the Merge Patient Details:
(To cancel the merge and return to the Possible Duplicate Patient screen, click the Cancel button).
- To merge the existing patient and the new online bookings patient, click the OK button.
You will see a request for confirmation, with a warning that the operation is irreversible:
Selecting Yes causes the following system to do the following:
- Merge the two records.
- Associate the appointment to the existing patient record and retain it in the appointment tab.
- Erase the now redundant new record.
- Add a pop up NOTE to the destination Patient.
This note includes any details which could not be successfully merge into the Patients file, so that the user can make an informed decision and enter these extra details if they are applicable.
For example, here the Mobile phone number needs to be manually checked:
- Use the pop up note guideline and check that the two records have merged successfully.
NOTE ON MANUALLY MERGING TWO PATIENTS:
When EXACT merges an online booking Patient with an existing Patient record, the new record is automatically deleted.
However, if a practitioner manually merges two patients by means of the Merge button in the Patients File, the source patient file is NOT deleted, so in this case the practitioner needs to manually mark the source patient file as ‘Inactive’.
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