Practice Fusion setup guide
What your practice needs, the seven setup steps, and what 2care reads, writes and never touches in Practice Fusion during a booking call.
4 min read
How it connects
2care connects to your Practice Fusion account with access limited to scheduling and demographics. Availability is read live on every call, and the booking is written back into Practice Fusion over its official interface while the caller is still on the line.
There is nothing for your team to re-enter afterwards. Nothing is installed on your computers, there is no migration, and nobody changes how they work in Practice Fusion.
- Appointment type. The kind of visit, such as new patient or follow-up, which sets its length.
- Slot. An open time on a provider's schedule that the agent can offer.
- Escalation. Handing a call to a person on your team, with the transcript 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 from your Practice Fusion account admin | Your practice administrator |
| Your provider list and the location each one works at | Your practice manager |
| Your appointment types and booking rules | Your practice manager |
| Who should receive urgent calls and clinical questions | 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 the screen as account admin in Practice Fusion.
- Map your appointment types. A new patient visit is booked as a new patient visit and a follow-up as a follow-up. See visit types and provider templates.
- Confirm providers and locations. Each provider and site is matched to your schedule.
- Agree your escalation contacts. Anything clinical is routed to a person. See how urgent calls reach a person.
- Run a test round trip. A test appointment is booked, opened in Practice Fusion, 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 Practice Fusion |
|---|---|---|
| Identity | A check of their name and date of birth | The caller is matched to an existing patient, or a new patient is prepared |
| Availability | The open times for the provider they asked for | Open slots read live for that provider, appointment 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 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 Practice Fusion has accepted it. If the slot was taken in the meantime, Practice Fusion refuses the write and the agent offers the next open time instead.
What 2care reads
- Open slots by provider, appointment type and location, read live during the call
- Patient records, to recognise a returning patient and avoid a second chart
- Provider and location details for your practice
What 2care writes
- New, moved and cancelled appointments
- New patient details, spelled back to the caller before being saved
- Updates to contact details
- The reason for the visit, recorded with the booking
- A 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 refill request is taken down and passed on, never granted or changed. See refill and results requests
- Anything outside the access your practice approved
Small front desk cover
2care answers on the first ring, under 2 seconds, 24 hours a day. The caller who rings while your desk is mid check-in is still answered at once.
Lunch and evening calls are booked rather than left as voicemail for the next morning. Hours, directions, preparation and rescheduling are handled end to end. See overflow during busy hours.
Questions
Does 2care write appointments back into Practice Fusion?
Yes. It reads live availability, applies your booking rules and writes the appointment into Practice Fusion during the call.
We are a two-person front desk. Is this too much for a small practice?
No. A small team is where it helps most: 2care takes the routine calls and the lunchtime and evening gaps, and routes anything clinical to a person.
How long does setup take?
Most practices are live in about 5 business days once the connection is approved.
Related
Was this page helpful?