MEDENT setup guide
What your practice needs, the seven setup steps, and what 2care reads, writes and never touches in MEDENT during a booking call.
4 min read
How it connects
2care connects to your MEDENT server with access limited to scheduling and demographics. Availability is read live from the schedule as it stands right now, and the booking is written into MEDENT while the caller is still on the line.
There is one schedule, the one your staff already open, with nothing kept alongside it. Nothing is installed on your machines, nothing is migrated, and nobody has a new screen to learn.
- Appointment type. The kind of visit your practice has defined, with its length.
- Slot. An open time on a provider's schedule that the agent can offer.
- Routing. Sending a refill or result request to the queue your team already works, with the details attached.
- 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 to your MEDENT server | Your practice administrator |
| Your provider list, including the days each provider works | Your practice manager |
| Your locations and appointment types | 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 through it with whoever looks after your MEDENT server.
- Confirm appointment 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 routing for refills and results. These go to the queue your team already works.
- Run a test round trip. A test appointment is booked, opened in MEDENT, 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 MEDENT |
|---|---|---|
| Identity | A check of their name and date of birth | The caller is matched to the record MEDENT already holds |
| Availability | The open times for the provider they asked for | Provider availability read live, including the days someone does not work |
| 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, coverage and reason for visit saved as structured fields |
The appointment is confirmed to the caller only once MEDENT has accepted it. If the slot was taken in the meantime, MEDENT refuses the write and the agent offers the next open time instead.
What 2care reads
- The MEDENT schedule, read live during the call
- Appointment types and lengths exactly as your practice has defined them
- Provider availability, including the days somebody does not work
- Patient records, to recognise somebody who has been coming for years
- Insurance already held, so long-standing 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
- Coverage information as fields, ready for the front desk to verify
- The reason for the visit, recorded with the booking
- A durable record of the call 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 permissions you granted
Refills, results and bookings
Three different kinds of request arrive on the same number. The agent works out which one a call is from how the patient describes it, not from a menu.
Bookings are made on the call, refill and result requests go to your team's queue with the details attached, and anything clinical is escalated with the transcript. See refill and results requests and what the agent never does.
Questions
Will our staff need to work differently inside MEDENT?
No. Bookings, patient details and everything captured on the call land where they always did, as structured fields.
Our patients have been with us for years. Will it recognise them?
Yes. Callers are matched against the record MEDENT already holds, so a long-standing patient is picked up rather than entered a second time.
How long does setup take?
Most practices are live in about 5 business days once the connection is approved.
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