eServices Management Console

Appointments V4: View & Manage eServices Management Console Dental4Web


Warning
ATTENTION:  Appointment Book V4 is in PILOT MODE.
  1. Available only to a selected few while we complete the pilot phase.
  2. General release is coming soon.
  3. During the Pilot phase, we are creating Knowledge Base articles and will continue to add and update them.
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eServices Management Console
The eServices Management Console in D4Web is the central place where practice staff review and manage bookings made online through eAppointments. Although successfully scheduled eAppointments appear in the Appointment Book automatically, the console adds a layer of oversight so staff can confirm each booking is correct, see which patients requested a phone confirmation, and follow up on anything that needs attention.
The console can be opened from the Appointment Book toolbar icon, so it also works as a prompt to check the list.
This article covers:
  • Scheduled eAppointments: reviewing patient and appointment details, and marking bookings as Processed once the surgery has made contact.
  • Deposits: viewing transaction status (Authorised, Captured, Refunded) and processing eAppointments that have deposits.
  • Appointment Conflicts: resolving bookings that were rejected, for example due to overlapping appointments, breaks or preset slots, locked days, or historical start times.
  • Patient Conflicts: deciding whether an online patient is new or matches an existing record, using First Name, Surname, DOB, Mobile Number and E-mail.
  • ePayment Conflicts: monitoring transactions with a Pending, Failed or Unknown status until they update to Success.
Regularly checking the console helps ensure no online booking, deposit or patient record is overlooked, and that patients are contacted promptly when a booking could not be completed.

eServices Management Console 

  1. Found in the Appointment Book Toolbar:
    1. Click eAppointments
      or
    2. Click the hamburger menu > View eAppointments


Scheduled eAppointments

When an eAppointment is successfully scheduled, it will automatically appear in the D4Web Appointment Book, however there is an added layer of checks allowing the practice to view all eAppointments and ensure they've scheduled correctly. 
Common practice is for the eServices Management Console list to be checked when the eAppointments icon appears in the Appointment Book toolbar (only available when eAppointments exist)
The user can check the patient and appointment details, ensuring the booking is suitable to their needs, and see who requested a phone call to confirm the booking. 
  1. Select the eAppointments tab in the 'eServices Management Console' window
    1. Card #: The card number is generated automatically from D4Web
    2. Patient: Patient’s name
    3. Phone: The number listed in the Phone field within D4Web
    4. Mobile: The number listed in the Mobile field within D4Web
    5. Book: Shows which book the patient made the appointment in
    6. Date/Time: Shows the date and time of the appointment
    7. Recall: Indicates with a tick if it’s a recall appointment
    8. SMS: Shows if an SMS was sent for the patient’s appointment confirmation
    9. Phone: Shows if the patient would like their appointment confirmation via a phone call. When the confirmation is made, the practice can tick the Confirmed box
    10. Sync Time: Displays the time that the appointment was created in D4Web
    11. Notes: Shows any notes written by the patient when the appointment was created
    12. Show appointments with deposits only: Tick to see only appointments that have a deposit
    13. Show records where only Phone Confirmation is required: Tick to see only appointments that require a phone call
    14. Print List: A report of all bookings for the period selected that came from eAppointments
    15. Processed: Select to mark the bookings in purple to indicate the surgery has contacted the patient
    16. Click Exit after all records have been processed

View and Process Deposits

Once a patient has paid their deposit for the booked eAppointment, it will sit as a deposit in the patients file until its allocated to treatment completed

View Transactions for Patients with Unprocessed eAppointments.

  1. Select eAppointments subtab 
    1. Right click on patient row > Transaction info

  2. The Status of the transaction can be viewed for a particular payment 
    1. Amount: Amount of deposit transaction
    2. Order ID: Appointment Order ID number
    3. Transaction ID: Financial Transaction ID number
    4. Date/Time: Date and time transaction occurred
    5. Tr. Type: Transaction Type
    6. Status: Status of Transaction
      1. AUTHORISED = Patient paid the deposit
      2. CAPTURED = The system has successfully captured the payment
      3. REFUNDED = The appointment was cancelled and a refund is issued
    7. Click Cancel

Process eAppointment with Deposit

  1. Highlight patient eAppointment row
  2. Tick Show appointments with deposit only box
    1. Click 
      Processed

      Notes
      Purple = Processed

Conflicts

Appointment Conflicts

When an eAppointment is scheduled, but the appointment could not be confirmed, it will be marked as an Appointment Conflict. The appointment will be rejected and the patient will receive a notification that the booking was unsuccessful. Within the Appointment Book, the user must check the list and resolve the conflict.
Alert
It is recommended the practice contacts the patient to schedule another date and time.

Conflict Reasons

  • An appointment has been created in D4Web at the same time that an appointment from eAppointments has been booked. This will occur if there is any overlap of appointments
  • A break/preset slot has been entered in D4Web and there is an overlap with an appointment created online
  • A day in the appointment book is locked and the retry limit has been reached
  • The appointment start time is less than the current time (E.g. Historical appointment)

Resolving Appointment Conflicts

  1. Select the Appointment Conflicts tab in the 'eServices Management Console' window
    1. Print List: Click to print the current list of conflicts; the user must enter a date range to base the report on
    2. Processed: Click to indicate the patient has been contacted
    3. Click Exit when all conflicts have been resolved

Patient Conflicts

When an eAppointment is scheduled, the system will check a set of details between patients to either match with an existing patient or create a new file. When the system cannot determine if the patient should be matched or created as new, it generates a conflict.
Within the Appointment Book, when the conflict icon appears in red, the user must check the list and resolve the conflict.
NotesWhen there are no Patient conflicts the icon is White

Field Matching

The following fields are checked to find a match or create a new patient.
  1. First Name
  2. Surname
  3. DOB
  4. Mobile Number, and 
  5. E-mail

Conflict Reasons

In some instances, patients could use different information to complete their eServices profile than the information within D4Web; or, a patient’s First Name could have been misspelled in D4Web but spelled correctly in eServices.
Therefore, a combination of matching the fields above between eServices and D4Web will be used to determine if the patient is New, Existing or has Potential Matches.

Resolving Patient Conflicts

  1. Select the Patient Conflicts tab in the 'eServices Management Console' window
  2. Highlight Patient in eServices section
  3. View the Possible Record Matches (E.G: Patient may have the same mobile number)
    1. If the possible matches are not this patient, click Keep new patient
    2. If a possible match is this patient, highlight it and click Merge to existing patient
    3. Click Exit when conflicts have been resolved

ePayment Conflicts

Details listed in ePayment Conflicts when the transaction has failed. 
  1. Displays only appointments where the latest transaction status is Pending, Failed or Uknown across all transaction types.  
  2. The system keeps sending requests to eServices to retrieve updated booking transaction status.
    1. Once the status is updated to Success the appointment is removed from  ePayments conflicts list.