Eaglesoft setup guide

What you need, the seven setup steps, what 2care reads and writes in Eaglesoft during a call, and how continuing care and unscheduled treatment get booked.

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How it connects

2care connects to Eaglesoft with access limited to scheduling and patient contact details. Your practice authorises that access, and your onboarding specialist sets it up with your team.

Availability is read in the moment, by provider column and operatory, using the appointment lengths your practice has set.
Bookings are written into Eaglesoft as the call happens, with nothing to key in afterwards.
Your configuration is followed as it stands. The agent offers only what your provider columns, operatories and appointment lengths already allow.

Nobody at your front desk changes how they work in Eaglesoft. Bookings appear where your team expects to find them.

Terms used here

Provider column. The column in your Eaglesoft schedule that holds one provider's appointments.
Continuing care. Eaglesoft's name for the hygiene and check-up visits patients are due for at a set interval.
Unscheduled treatment. Treatment a patient accepted at a visit but never booked a date for.

Before you start

Item	Who provides it
Approval from the practice owner or office manager to connect Eaglesoft	Your practice
Your provider columns and operatories	Your office manager
Your appointment types and the length of each	Your office manager
The emergency time you hold back each day	Your office manager
A signed BAA with 2care	Signed before any patient data moves

Setup

Sign the BAA. No patient data is read until it is in place. See HIPAA and the BAA.
Authorise the connection. Your onboarding specialist walks your team through connecting Eaglesoft.
Confirm provider columns and operatories. We match each one to your schedule so every booking lands in the right place.
Map your appointment types and lengths. See visit types and provider templates.
Set your emergency rules. We agree which descriptions go to held emergency time and which go straight to a person.
Run a test round trip. We book a test appointment, open it in Eaglesoft, then cancel it, with your team watching.
Switch the line over. Your number forwards to 2care at the hours you choose. See forwarding your number.

Most practices are live in about 5 business days.

On a booking call

Step in the call	What the caller hears	What happens in Eaglesoft
Identity	A request for their date of birth	The caller is matched to their existing patient record, or a new patient is registered
Availability	Open times with the provider they asked for	Open time read by provider column, operatory and appointment length
Choice	The time they chose, read back	The slot is checked again at the moment of booking
Booking	Confirmation of the appointment	The appointment is written into the right column at the right length
Confirmation	A text with the date, time and location	The call is kept against the patient

The appointment is only confirmed to the caller once Eaglesoft has accepted it. If the time was taken in the meantime, the booking is not written and the agent offers the next open time instead.

What 2care reads

Provider and operatory availability, checked in the moment
Appointment types and lengths as your practice has them set
Recall and continuing care status, so the right patients are contacted
Existing patient records, so nobody is entered twice
Insurance detail already held against the patient

What 2care writes

The appointment, in the right column at the right length
New patient details, confirmed aloud before saving
Insurance fields, filled in for your front desk to verify
Continuing care outcomes, so the list stays accurate
The call itself, kept against the patient

Every write is traceable and can be undone. Each one records the call that caused it.

What 2care never touches

Clinical notes, which are never read or written
Results, which are never retrieved or read out: those calls go to your team
Medication requests, which are taken down and passed on, never granted or changed
Anything outside the access your practice authorised

Continuing care and unscheduled treatment

Hygiene follow-up runs from your own Eaglesoft list at the interval you choose. The booking is made during the call rather than left as a note. See recall and outreach campaigns.

Unscheduled treatment is worked as a list too. The patient is called back, the plan they agreed to is gone over, and the visit is booked.

Reminders go out on the channel each patient answers, timed to when your missed visits actually happen. See confirmations and reminders.

Questions

What happens to a new patient who rings at night?

They are answered and booked, since a first-time caller who reaches voicemail often tries the next practice. The call is stored with the patient, so your team can review it in the morning. See after-hours and lunch cover.

How are emergency calls handled?

Pain and trauma are recognised from the caller's description and go to your held emergency time, or to a person. Everyday requests are kept out of those slots, and the agent gives no clinical advice.

Will it create duplicate patient records?

No. Callers are matched against what Eaglesoft already holds before anything new is created.

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