Exact or Oasis - Troubleshooting Follow

Our integration with the Henry Schein One (HS1)/Software of Excellence (SOE) software requires that all the appointment types you have listed on Healthengine are linked to an appointment type in your Exact or Oasis practice software (known as booking reasons) and that the lengths match those set up in your system for that booking reason.

If they are not linked or the lengths do not match, the booking will fail.

Below are some common troubleshooting questions we are asked:

If you are looking for Dentrix/Ascend troubleshooting, please see our Help Centre article, Dentrix/Ascend - Troubleshooting


How to Link Appointment Types and set the Correct Length

To link your appointment types navigate to your Practice Admin portal and select 'Appointments setup'> 'Appointment types' to see a list of your providers and their appointment types.

If you have a Healthengine appointment type created that is not linked to an Exact or Oasis booking reason, the booking will fail. Below is what it will look like if appointment types are linked:


You also need to ensure that the appointment type length in Healthengine matches the length of the appointment in Exact or Oasis for the practitioner you are linking it to.

In Exact, this is known as Online Appointment duration as shown below: 


Please Note: Ensure each of your practitioners appointment types are linked and the lengths match those that are set up in your Exact web setup.
This is found in Exact under Configure> Online Appointments> Web Setup. Select a booking reason and click the 'Ed' button then select your practitioner and click the 'Ed' button. 

In Oasis, you can mange your reasons in your Online Booking Setup Wizard:


My Booking Reasons are not showing in the Linked PMS Appointment drop down?

If you don't see your Exact or Oasis booking reasons listed in the drop down we will need to do a refresh of your Linked PMS Appointment types - use the below button which is found at the top of the edit appointment types page to do this.



I can't see my practitioner / hygienist in the Appointment Book drop down.




If you experience this issue, look at the booking reasons in your Exact practice software Web Setup - if there is a HealthEngine booking reason that has been created for you, simply add your practitioner or hygienist to that booking reason and it should pull their appointment book through to your Healthengine portal.

If you do not see a HealthEngine booking reason then your integration is using the first booking reason in the list as your default appointment type on Healthengine or we have manually assigned a suitable default for you in the back end. (To pick up your practitioners appointment books.)

Please Note: If you have marketing reasons set up it will be using your marketing booking reason as the default if no HealthEngine reason is found.



The default booking reason must be longer than 30 minutes to pick up all availability.


You will need to add your practitioner or hygienist to that appointment type, so practices will typically use an 'other' type that can be applicable to all practitioners, or you can create a HealthEngine booking reason and add all practitioners to that one so that it can accommodate both your dentists and hygienists. Make sure the Healthengine booking reason is written as shown:


If you make a change to your booking reasons, please allow time for the updates to flow through to Healthengine and then you will be able to select your appointment book.

Please Note: If you create a HealthEngine booking reason you may need to reconnect all practitioners appointment books. Check your appointments on HealthEngine half an hour after any changes to ensure the correct availability is showing. If you need help with this please contact our support team.

In Oasis, you need a New Patient length set in your Online Booking Setup Wizard. You also need to ensure the practitioner has 'Enable Online' set to Y for us to pick up the appointment books.




Only some of my Appointments are Showing Online?

If you don't see all your availability online, it could be that you don't have appointment stacking ticked in your SoE software. If appointment stacking is not ticked only the first available slot after a break will be published. This is typically 2 each day (the first available in the morning and the first available after your lunch break in the afternoon)


If you do not have appointment stacking ticked, we only see availability the length of your default booking reason, so any reasons that are longer than that default will not fit into the available slots we pick up and the bookings will fail. If you do not have appointment stacking ticked, consider a default type that is a long enough duration to fit any of your other appointment types (and that has all your practitioners assigned.)


Appointment stacking being unticked will hide appointment availability that could potentially be suitable for a patient looking for an appointment at a certain time, so if you are looking to maximise bookings, we recommend ticking this checkbox.


You may also be missing availability if the default booking reason is a reason less than 30 minutes in length. 



My Patient said they Cancelled their Appointment but it's still in my Appointment Book?

Our integration with Exact and Oasis does not allow online cancellations through Healthengine.
If a patient tries to cancel their appointment through their booking confirmation they will be directed to call the practice and cancel over the phone. When they call you must manually remove the appointment from your appointment book, this may redisplay the time online for someone else to book. 


Can I change the interval that appointment times show in?

If all appointment types are the same length, appointments can be displayed in that time interval. For example if all appointment types are 30 minutes then appointments can display every 30 minutes. If your practitioner has varying appointment type lengths, the interval should be a length that is compatible with all appointment types, generally 10 or 15 minutes. 

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