Go-live checklist

Every item to confirm with your onboarding specialist before 2care answers your first live call, grouped so you can tick them off.

3 min read

Agreements and access

• Business Associate Agreement signed
• Any agreement your EHR or practice management vendor requires is signed
• Your system administrator has approved 2care's access
• Practice, provider and location identifiers are confirmed

Schedule and booking

• Every location is set up with its address, hours and holiday closures
• Every provider is matched to their schedule and locations
• Visit types are mapped, with the right lengths and providers
• New patient rules are agreed: which providers accept them and which visit type they book
• Booking rules your front desk follows are written down and applied
• Visits your staff prefer to arrange themselves are listed, so the agent passes those to the team

See visit types and provider templates.

Test bookings

• A test appointment is booked by phone
• Your front desk finds it in your schedule, at the right time, provider and location
• The confirmation text arrives on the test phone
• The test appointment is rescheduled, then cancelled, and both show in your schedule
• A test caller is recognised as a returning patient after verifying their date of birth

Escalation

• The emergency path is set: the staff number that receives urgent calls, by hour
• A test call meant for the emergency path reaches a person
• The clinical questions queue is set, and a test call arrives there with its summary
• Refill and result requests arrive in the queue your team works
• A warm transfer is tested, and the receiving staff member sees the transcript and summary
• A fallback staff number is recorded

See how urgent calls reach a person and warm transfer to staff.

Greeting and answers

• The greeting uses your practice name and the agent name you chose
• Answers to common questions are checked by your team: hours, insurance accepted, what to bring, parking and directions
• The languages you expect are confirmed

See customising greetings and answers.

Phone line

• You have the number your calls will forward to
• Forwarding is set for the hours and conditions you chose: no answer, busy, after hours, or all calls
• A test call to your main number at each chosen time reaches the agent
• Your team knows how to switch forwarding off and back on

See forwarding your number.

Your team

• Staff know where escalations, refill requests and call summaries arrive
• Staff know where to find call transcripts
• A named person at your practice is the contact for the first week
• A time is booked for the first-week review with your specialist

Go-live day

Your specialist confirms the line is live with a final test call, then watches the first live calls closely. Bookings land in your schedule as they are made. Anything the agent hands to staff arrives with the transcript and a summary.

Questions

What happens if an item is not ready?

Go-live waits for it. Items that affect bookings or escalation are always confirmed first, while a change to a greeting or an answer can follow after go-live.

Can we go live on part of the day first?

Yes. Many practices start with after hours and lunch, then add busy-hour overflow. See after-hours and lunch cover.

How soon after go-live can we change things?

Straight away. Your specialist expects to adjust answers and rules during your first week.

Related

• How onboarding works
• What we need from you
• Your first week