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Purpose
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Continuous oral health in a cycle of treatmentAppointment Workflow facilitates a continuous cycle of treatment, to the benefit of both the practice and the patients. Planned Treatment example: Current patients are a primary marketCurrent patients comprise a productive target market for reselling services because
Retaining patients by means of automated workflowThe Appointment Workflow facility enables a practice to
Arrival Tasks ListWhen Receptionists go to register a patient as "arrived" an Arrival Tasks List displays outstanding procedures and reminders for that patient: Departure Tasks ListReceptionists use a Departure Task List on the Main screen: This tasks list is configured by means of an Appointment Workflow Wizard that specifies required departure tasks that the Receptionist must carry out. Prompting for custom optionsBesides standard tasks, the Appointment facility can require the Receptionist to perform further custom tasks such as:
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Marketing Consent | From v12.10 the Appointment Workflow includes a task (at both patient arrival and patient departure) for Receptionists to secure Marketing Consent from patients: |
Triggers and constraints by role enforce a standard procedure | The Appointment Workflow depends on specific sequential actions from both Receptionists and Providers. The Receptionist must accept the patient into the workflow so that EXACT knows that the patient is being processed, and can then make possible further Appointment Workflow functions. The patient can only be moved to the chair by the Provider to whom that patient has been assigned in the appointment book. This ensures that the patient only comes to the chair when that Provider is ready. The Provider must move the patient to the chair (in the software), so that EXACT understands the patient has left Reception and is with the Provider, and then makes possible the software functions such as Charging and Move to Departure. |
The entire appointment workflow can be managed by one Practitioner | Prior to EXACT v12.2 the appointment workflow tasks were differentiated by roles of Receptionist and Provider, based on Login, and no single role could manage all appointment workflow functions. A single Provider can conduct all tasks, which empowers single-practitioner practices: The Provider advances patients through the workflow by reconfiguring the appointment double-click and by manually resetting patient status in the appointment workflow, as explained below... |
Arrivals Task List | The Receptionist is presented with a comprehensive electronic list of tasks per arriving patient: |
Departure Task List on the Main screen | A Departures task list integrates with appointment books, and lists the tasks for the Receptionist to complete during a patient's departure. For example, here the Receptionist is viewing a task to issue a brochure: |
Optionally hide the Departure Task List per User | Clinicians or other users who have no need to view the Departure Task List in their view of the Main (Appointment) book can opt to disable this sidebar based on their User Settings.
Departure Task List Enabled Departure Task List Disabled |
Integration with Clinipad | Clinipad functionality integrates seamlessly into the appointment workflow, providing an electronic means of capturing data and signatures, by both practitioners and patients. Manually reset the patient's status in the appointment workflow It is possible to manually reset or change a patient's appointment workflow status to either
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Providers have three ways to "Move Patient to Chair" |
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Easy to vary the aggressiveness of the patient resell and retention strategy | The Appointment Workflow is configurable across various parameters, so a practice can vary the aggressiveness of its patient resell and retention strategy. |
Automated prompts | For each stage of the workflow, automated prompts ensure that personnel do not overlook Appointment Workflow tasks. For example,
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Workflow auditing | All prompted tasks are audited against user names. For example, if a Dentist fails to set an appointment requirement when prompted to do so, it will be recorded as a workflow failure against that Dentist's name. |
Workflow reporting | The Appointment Workflow Compliance Report provides valuable analysis of Appointment Workflow success, and identifies instances where there was a failure to complete the Appointment Workflow. The report can be scheduled, exported to .CSV format, and it can be set as a favourite for quick access. |
Custom tasks | Custom tasks can be configured for the Departure tasklist. For example,
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The Marketing Consent feature facilitates practice compliance with patient data protection regulations | By collecting marketing consent the practice ensures that it complies with increasingly strict rules around patient data collection and management, as formulated in the following regulations: UK, Ireland and Netherlands: the EU-driven General Data Protection Regulation (GDPR) (Regulation (EU) 2016/679) Australia: The Spam Act 2003 New Zealand: The Unsolicited Electronic Messages Act 2007 Appointment Workflow includes a task (at both patient arrival and patient departure) for Receptionists to secure Marketing Consent from patients: |
Appointment Workflow requires no registration or payment | Appointment Workflow is included with EXACT software. |
Increase income | Increase practice income by marketing further services to your patients while they are still on the practice premises. This is a highly effective means of reselling standard services, and selling value added peripheral services and products. Furthermore, because the Appointment Workflow integrates marketing strategies directly in the practice workflow, practice personnel become generally more marketing-aware. |
Automation saves time | Save time with an Appointment Workflow that automatically integrates the screen inputs of all participants (this is not possible by means of a paper-based workflow). |
Quick information capture for busy Receptionists | The software enables quick information capture without the need to manually open patient records. For example:
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Commit patients to long term oral health | Optimise patients' oral health by effectively committing them to ongoing treatment. |
Systematic standard procedure for departure | The departure workflow defines a consistent, systematic professional standard procedure, against which all participants are measured in their degree of compliance. |
Measurement enables continuous improvement | ("You can only effectively improve that which you can properly measure".) All workflow tasks are audited per participant, and by means of a compliance report, you can track participant compliance to the workflow This objective measure can be used for multiple purposes including performance improvement, reason or evidence for disciplinary action, identification of training needs, and identification of operational bottlenecks. |
Flexibly optimise the departure process | Because the configuration wizard allows for custom options, you have the flexibility to creatively optimise the departure workflow. |
Receptionist does not need to leave the Main screen | The Departure List displays as a pane in the Main screen, so there is no need for Receptionists to leave this screen in performing the required tasks. |
Use as a training aid for new staff | The Departure Task List provides strong guidelines and establishes good habits in new staff. |
Family Appointment tasks | In both the Arrival Task List and the Departure Task List, members for a family appointment are listed individually, with outstanding issues listed per individual. This provides an effective means of covering all bases for all members of a family passing through the practice. |
Requirements
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Software version
If the practice uses Locations, practitioners must understand the implications for the exit workflowFrom v12.9 onwards, a practitioner who selects a Location when logging in to the practice will only see Departure Task List (exit workflow sidebar) patients for that Location. Patients from other Locations will not display on that practitioner's exit workflow. So if a patient is configured for Location A but is incorrectly booked for Location B, that patient will not show in the exit workflow for logged-in Location B practitioners. To process that patient, a practitioner will need to first log out of Location B and log into Location A. To avoid this inconvenience, focus efforts on correctly recording patient preferred locations, and on correctly booking patients to their preferred locations. Users must understand the actions required by Receptionist and ProviderThe Appointment Workflow depends on specific sequential actions from both Receptionists and Providers. If the Receptionist fails to accept the patient into the workflow, EXACT does not know that the patient is being processed, so further Appointment Workflow functions are not possible. A patient can only be moved to the chair by the Provider to whom that patient has been assigned in the appointment book (not by the Receptionist, nor by another Provider). If the Provider fails to move the patient to the chair (in the software), EXACT understands the patient to still be waiting in Reception, and software functions such as Charging and Move to Departure are consequently not possible. Configuration
Requirements for planned treatment online appointment booking integrationTo use the planned treatment online booking integration all requirements will need to have been met for online appointment booking (see Requirements of Online Appointment Bookings), and the practice will need to have been configured for planned treatment online booking (see Configuring Planned Treatment online booking) IMPORTANT: What you can see and do in the software interface depends on your role within the work flow and your access rights in the system. So if you try to click a button to perform an action and nothing happens, it may be because 1) you have the wrong role for performing that action, or 2) you don't have rights to perform it. For example, a Dentist can see the patient retention Departure Task List on the Main screen, but cannot perform these tasks because as per the configuration, they are handled only by the Receptionist role |
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