SoE / HS1 (Exact, Oasis) - Troubleshooting Follow

Our integration with Henry Schein One (HS1)/Software of Excellence (SOE) 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, SoE / HS1 (Dentrix/Ascend) - Troubleshooting

 

How to Link Appointment Types and set the Correct Length

To link your appointment types navigate to Settings in your Practice Admin portal and select 'Manage Practitioners' to see a list of your providers. From here, select 'Edit appointment types' beside a practitioner to see a list of their appointment types.

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

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You also need to ensure that the appointment type length in HealthEngine matches the length of the appointment in SOE for the practitioner you are linking it to.

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

OnlineAppointments9.png

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. 

 

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

If you don't see your SOE 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.

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I can't see my Hygienist in the Appointment Book drop down.

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If you experience this issue, look at the booking reasons in your SOE practice software Web Setup - if there is a HealthEngine booking reason that has been created for you, simply add your Hygienist to that booking reason.

If you do not see a HealthEngine booking reason then your integration is using the first booking reason in the list as your default or we have manually assigned a default in the back end.

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.

 

OnlineAppointments3.png

The default booking reason should have the shortest appointment length of all booking reasons you use if you have appointment stacking enabled. If you do not have appointment stacking enabled you may need to use a longer type as the default.

 

You will need to add your hygienist to that appointment type or if that is not possible 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:

OnlineAppointments7.png

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.

 

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.

OnlineAppointments3-2.jpg

 

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

Our integration with SOE 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. 

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