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, ePayments transactions and managing eAppointment/Patient/ePayment conflicts. 

View and Manage Scheduled eAppointments

When an appointment is successfully scheduled, it will automatically appear in the Dental4Windows /Practice Studio 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 > Options Menu > View eAppointments
  2. See the eAppointments sub-tab

    1. Card #: The card number is generated automatically from Dental4Windows/PracticeStudio
    2. Patient: Patient’s name
    3. Phone: The number listed in the Phone field within Dental4Windows/PracticeStudio
    4. Mobile: The number listed in the Mobile field within Dental4Windows/PracticeStudio
    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. Email: Shows if an email was sent for the patient’s appointment confirmation
    9. SMS: Shows if an SMS was sent for the patient’s appointment confirmation
    10. 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
    11. Sync Time: Displays the time that the appointment was created in Dental4Windows/PracticeStudio
    12. Notes: Shows any notes written by the patient when the appointment was created
    13. Show only needed Phone Confirmation: 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 eAppointment they have booked, it will stay as a deposit in the patients file until its allocated to treatment completed. Paid deposit can be viewed. Available from Build 5750.

View Transactions for Patients with Unprocessed eAppointments.

  1. Go to Appointment Book > Options Menu > View eAppointments
  2. Click eAppointments subtab
  3. Right click on patient > Transaction info

  4. Status can be viewed for a particular payment

View eAppointments with Deposits

  1. Go to Appointment Book > Options Menu > View eAppointments
  2. In the eAppointments sub tab right click on patients booked appointment > Transaction info

    Amount:     Amount of deposit transaction
    Order ID: Appointment Order ID number
    Transaction ID: Financial Transaction ID number
    Date/Time: Date and time transaction occurred
    Tr. Type: Transaction Type
    Status: Status of Transaction
  3. Click OK

Process eAppointment with Deposit

  1. Highlight patient eAppointment 
  2. Click Processed

Managing eServices 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, 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.

Appointment Conflict Reasons

  1. An appointment has been created in Dental4Windows/PracticeStudio 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 Dental4Windows/PracticeStudio 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. Processed: Select to indicate the patient has been contacted
    4. 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, the user must check the list and resolve the conflict. 

Patient 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

Patient Conflict Reasons

In some instances, patients could use different information to complete their eServices profile than the information within Dental4Windows/Practice Studio; or, a patient’s First Name could have been misspelled in Dental4Windows/Practice Studio but spelled correctly in eServices.

Therefore, a combination of matching the fields above between eServices and Dental4Windows/Practice Studio will be used to determine if the patient is New, Existing or has Potential Matches.

Resolving Patient 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 Keep new patient
      2. If a possible match is this patient, highlight it and click Merge to existing patient
    4. Click Exit when conflicts have been resolved

ePayment Conflicts

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