Visit types and provider templates
How your visit types, durations and provider schedules are mapped to 2care, and how to change what the agent offers later.
3 min read
Terms
- Visit type. The kind of appointment in your practice system, such as a new patient visit, a follow-up or a review.
- Provider template. The layout of a provider's day in your practice system: working hours, breaks and blocks held for particular visit types.
- Mapping. The link between each of your visit types, providers and sites and the way the agent books them.
What gets mapped
| Item | What it controls on a call |
|---|---|
| Visit types | What the agent books when a caller describes their reason for calling |
| Durations | How much time the agent looks for in the schedule |
| Provider and service pairs | Which providers offer which visit types |
| Locations | Which providers and services are offered at each site |
| New patient rules | Which visit types a first-time caller can book |
| Hand-off visit types | Visit types your staff book themselves |
Visit types are mapped by hand for your practice, with your team. A new patient visit is booked as a new patient visit and a follow-up as a follow-up, using the names your practice system already uses.
Provider templates
2care reads open slots live from your schedule, by provider, visit type, duration and location. So the provider templates you keep in your practice system are the templates the agent follows. No separate copy of the schedule is kept in step by hand.
The quickest way to change what the agent offers is usually to change the schedule itself:
- Hold time for a visit type. Block it in the provider's template, and the agent offers that block only for the matching visit type.
- Take a provider off for a day. Mark it in your practice system, and the agent stops offering their times as soon as the schedule shows it.
- Add a session. Open it in your practice system, and the new times are offered on the next call.
Rules applied on the call
Some decisions depend on the caller rather than the schedule. These are set up as rules for your practice:
- New patients. First-time callers are booked into your new patient visit type, whatever they first ask for.
- Age. The visit type can be chosen from the patient's age, for example a child's visit type for a younger patient.
- Time since last visit. A patient returning after a long gap can be booked into the visit type your practice prefers for that.
- Order of questions. Depending on your practice system, the agent asks for the reason for the visit first, or the provider first.
Agent templates
Each 2care agent starts from a template for its job, such as front desk or outreach, filled in with your practice's details. When a template is improved, the update is offered to your agent for review. The changes made for your practice are kept.
Changing a mapping
Tell your 2care team which visit type, provider or rule should change, and they update the mapping for you. Changes to how the agent behaves on calls are tested before they reach your line. See how changes are tested.
Questions
Each of our sites uses different visit type names. Is that a problem?
No. Each site is mapped on its own. The agent uses the right visit type for the site the caller asks for.
Can some visit types stay with our staff?
Yes. Visit types your staff prefer to book themselves are set up as hand-off types during onboarding. For those, the agent takes the caller's details and reason and passes them to your team.
Do we need to rebuild our schedule for 2care?
No. The agent reads the schedule you already keep, and onboarding maps it as it stands.
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