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Helix - Healthengine's Integration: Benefits & Troubleshooting

This article will go over how to get started with your Helix integration, the most common problems we see with Helix, and how you can attempt to troubleshoot them.

Contents:

 

Benefits of the Integration for Your Practice

We connect to Helix via an API Cloud Integration, which means no software installation is required, and it operates independently of server computers. This removes hardware issues that might affect other systems.

  • Time-saving: Automatically publish available appointments across the Healthengine Network, removing the need for manual publishing and reducing front-desk workload.
  • More patients: With more patients searching for your practitioners online, this integration ensures your practice is visible and easily accessible.
  • Peace of mind: Both Helix and Healthengine provide seamless support to resolve any issues.

 

Integration Publishing Limit

The maximum number of days the integration can publish in advance is 30 days.

 

Getting Started

If you are looking to integrate your Healthengine profile with Helix, you'll be required to reach out to our Support Team and request that we set up the Helix Integration for your practice. 

We will need to submit a request via our Partner Portal for your API key, and once this request has been made to them, it can then take anywhere from 1 to 3 days for us to receive your integration/API key.

Availability is read from existing schedules set up in Helix, and is pulled/refreshed every 5 minutes. For further information on setting schedules in Helix, please see their help article here.

If the schedules do not appear to be pulling through for a practitioner, please try to update/refresh the schedule and appointment types for the practitioner in Helix to see if it fixes the issue. This will trigger/force a schedule update in the Helix API.

 

Failed bookings/Inserts

If you find bookings are failing or failing to insert into your Helix diary, this may be caused by having the same appointment book linked to multiple practices or practitioners. Please ensure that each practitioner is set up and connected to their own relevant appointment book.

Please note: We are unable to duplicate appointment books to connect the same practitioner to multiple specialties. Additional appointment books for multi-specialty practitioners will need to be created in Helix.

This can also occur if the practitioner's linked appointment type is not applied to the practitioner's schedule in Helix. We read all appointment types from Helix, but sometimes the appointment type is not applied to the practitioner's schedule. 

You'll need to confirm that any linked PMS appointment types being used are added to the practitioner/s schedule to avoid failures.

 

Finding Deleted/Moved Appointments

In Helix, these can be located via Settings (bottom left gear icon) > Audit > Search for patient. It does require the correct permissions, but it will show all edits for a patient on the range selected.

This can assist in troubleshooting issues where a patient may have a booking confirmation, but you don't see it in your appointment diary. 

 

Where do my New Patient Forms go?

In order to receive your New Patient Forms correctly into Helix, the integration requires 2 things:

  1. Each practitioner must have a unique Medicare Provider Number set for them in Helix.
  2. The practice must have the HL7 Receive setting enabled.

IMPORTANT: Please reach out to Helix Support to enable this. 

Given that both of the above requirements are met, we will insert a PDF document of the patient form in your practitioner's inbox, as well as attach it to the patient record.