Systems without a booking interface
How 2care books for a practice whose system has no booking interface, using a two-place setup that 2care keeps in step, and how to set it up.
3 min read
How it works
Some practice systems offer no interface for outside bookings. For these, 2care runs a two-place setup: each booking appears live in the 2care console the moment it is made, and 2care can write it into your practice system as a managed service.
2care keeps the two places in step, so your team works from one accurate schedule. Callers get the same experience as on any other system: answered, booked and confirmed in one call.
- Console. The 2care screen where your team sees every call, booking and transcript as it happens.
- Managed service. 2care's team keeps the bookings in your practice system matched to the console, so your staff do not re-key them.
- Two-place setup. Bookings live in the console and in your practice system, kept in step by 2care.
- 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 |
| Your provider list, working hours and locations | Your practice manager |
| Your visit types, lengths and booking rules | Your practice manager |
| Console logins for the staff who manage the schedule | Your practice manager |
| Your escalation contacts | Your practice manager |
Setup
- Sign the BAA. No patient data is moved until it is in place.
- Share your schedule rules. Providers, hours, locations and visit types are set up in the console. See visit types and provider templates.
- Agree how bookings reach your system. Your onboarding specialist sets up the managed service so bookings are written into your practice system.
- Give your team console access. The staff who manage the schedule see each booking the moment it is made.
- Agree escalation contacts. Anything clinical goes to a person. See how urgent calls reach a person.
- Run a test booking. A test appointment is booked, checked in both places, 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 |
|---|---|---|
| Identity | A check of their name and date of birth | The caller is matched to an existing patient |
| Availability | The open times for the provider they asked for | Open times read from the schedule 2care keeps in step with yours |
| Choice | The time they chose, read back | The slot is held and your booking rules are applied |
| Booking | Confirmation of the appointment | The booking appears live in the console |
| Confirmation | A text with the date, time and location | The booking is written into your practice system by the managed service |
If a time is no longer free when the caller chooses it, the agent offers the next open time instead.
What 2care keeps
- Appointments, visible live in the console
- New patient details and contact updates, confirmed aloud before saving
- The reason for the visit and a record of each call
What 2care never touches
- Clinical notes, results and medications
- Anything outside the access your practice approved
Questions
Will our staff have to enter bookings twice?
No. 2care keeps the two places in step as a managed service, so bookings reach your practice system without your team re-keying them.
Could we move to a direct connection later?
Yes. If your system offers a FHIR R4 interface, see connecting any FHIR R4 system.
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