MDLand setup guide
What your practice needs, the seven setup steps, and what 2care reads, writes and never touches in MDLand iClinic, in English and Spanish.
4 min read
How it connects
2care connects to your iClinic account with access limited to scheduling and demographics. Availability is read live on every call, and the booking is written into iClinic while the caller is still on the line, so there is no second list to reconcile.
Providers, visit types and booking rules are used exactly as your practice has set them in iClinic. Nothing is installed on your machines, nothing is migrated, and nobody has a new screen to learn.
- Visit type. The kind of appointment your practice has defined, with its length.
- Slot. An open time on a provider's schedule that the agent can offer.
- Call record. The note of what the caller asked for and what happened, saved against the patient.
- BAA. The Business Associate Agreement your practice signs with 2care before any patient data moves.
Before you start
| Item | Who provides it |
|---|---|
| A signed BAA with 2care | Signed before any patient data moves |
| Approval of the connection from your iClinic account admin | Your practice administrator |
| Your provider list and the location each one works at | Your practice manager |
| Your visit types and booking rules | Your practice manager |
| Where refill and result requests should go | Your practice manager |
Setup
- Sign the BAA. No patient data is read until it is in place.
- Approve the connection. Your onboarding specialist walks you through it as account admin in iClinic.
- Confirm visit types. Types and lengths are read exactly as your practice has defined them. See visit types and provider templates.
- Confirm providers and locations. Each provider and site is matched to your schedule.
- Agree greetings and languages. Your greeting and answers are set in English and Spanish. See customising greetings and answers.
- Run a test round trip. A test appointment is booked, opened in iClinic, then cancelled, with your team watching.
- Switch the line over. Your number forwards to 2care at the hours you choose. See forwarding your number.
On a booking call
| Step in the call | What the caller hears | What happens in iClinic |
|---|---|---|
| Identity | A check of their name and date of birth, in their language | The caller is matched to the record iClinic already holds |
| Availability | The open times for the provider they asked for | Live provider availability read for that visit type and location |
| Choice | The time they chose, read back | The slot is held and your booking rules are applied |
| Booking | Confirmation of the appointment | The appointment is written straight into the schedule your team works from |
| Confirmation | A text with the date, time and location | Contact details and reason for visit saved as structured fields |
The appointment is confirmed to the caller only once iClinic has accepted it. If the slot was taken in the meantime, iClinic refuses the write and the agent offers the next open time instead.
What 2care reads
- Live provider availability, as it stands right now
- Visit types and lengths exactly as your practice has defined them
- Patient records, to recognise somebody who has been coming for years
- Insurance already held, so returning patients are not asked again
What 2care writes
- Appointments, straight into the schedule your team works from
- New patient details, spelled back to the caller before being saved
- The reason for the visit, recorded with the booking
- A durable call record against that patient
What 2care never touches
- Clinical notes: never read and never written
- Results: never retrieved, read out or summarised. Those calls go to your team
- Medication: a request is taken down and passed on, never granted or changed
- Anything beyond the scope you approved
Calls in Spanish
Callers who prefer Spanish are answered straight away instead of waiting for the one bilingual person on the team. The booking and the call record are written back to iClinic the same way whichever language the patient used. See languages.
Filling open slots
Cancellations are offered to patients who want an earlier time. Outreach for annual and follow-up visits runs against your existing patient list, booked straight into iClinic. See recall and outreach campaigns.
Questions
Will our staff need to work differently inside iClinic?
No. Appointments, patient details and everything captured on the call land in iClinic where they always did, as structured fields.
Can it tell a refill from a results question from a booking?
Yes, from the way the caller explains it rather than a menu. Bookings are made on the call, refill and result requests go to your team's queue, and anything clinical is escalated with the transcript attached.
How long does setup take?
Most practices are live in about 5 business days once the connection is approved.
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