View & Manage eServices Management Console in Dental4Windows

View & Manage eServices Management Console in Dental4Windows

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Listed below is how to view and manage scheduled eAppointments and managing eAppointment conflicts. 

View and Manage Scheduled eAppointments

When an appointment is successfully scheduled, it will automatically appear in the D4W/PSS 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 list to be checked when the eAppointments icon  appears in the Appointment Book toolbar. 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. Go to Appointment Book > View eAppointments
  2. See the Appointments sub-tab

    1. Card #: The card number is generated automatically from D4W/PSS
    2. Patient: Patient’s name
    3. Phone: The number listed in the Phone field within D4W/PSS
    4. Mobile: The number listed in the Mobile field within D4W/PSS
    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 D4W/PSS
    11. Notes: Shows any notes written by the patient when the appointment was created
    12. Show only needed Phone Confirmation: Tick to see only appointments that require a phone call
    13. Print List: A report of all bookings for the period selected that came from eAppointments
    14. Clear List: When selected, the system will clear the list of all bookings that came from online
    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

Manage eAppointment 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, when the conflict icon  appears, the user must check the list and resolve the conflict. It is recommended the practice contacts the patient to schedule another date and time.

Conflict Reasons

  1. An appointment has been created in D4W/PSS at the same time that an appointment from eAppointments has been booked. This will occur if there is any overlap of appointments.
  2. A break/preset slot has been entered in D4W/PSS and there is an overlap with an appointment created online.
  3. A day in the appointment book is locked and the retry limit has been reached.
  4. The appointment start time is less than the current time (E.g. Historical appointment)

Resolving Appointment Conflicts

  1. Go to Appointment Book > Options menu
  2. View eAppointments
    1. Appointment Conflicts sub-tab

    2. Print List: Select to print the current list of conflicts; the user must enter a date range to base the report on
    3. Clear List: Select to clear the current list of conflicts
    4. Processed: Select to indicate the patient has been contacted
    5. Click Exit when all conflicts have been resolved

Managing eAppointment 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, the user must check the list and resolve the conflict. 

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 D4W/PSS; or, a patient’s First Name could have been misspelled in D4W/PSS but spelled correctly in eServices.

Therefore, a combination of matching the fields above between eServices and D4W/PSS will be used to determine if the patient is New, Existing or has Potential Matches.

Resolving Conflicts

  1. Go to Appointment Book > Options menu
  2. View eAppointments
    1. Patient Conflicts sub-tab 
                                                                                                             
    2. Highlight Patient in eServices section
    3. View the Possible Record Matches
      1. If the possible matches are not this patient, click Create a new patient
      2. If a possible match is this patient, highlight it and click Assign to existing patient
    4. Click Exit when conflicts have been resolved

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