Healthengine's Core Practice Integration: Benefits & Troubleshooting Follow

Healthengine's Core Practice integration syncs with your online availability, allowing you to manage appointments efficiently and display availability online.

If you're not set up for online bookings through Core Practice, you’ll need to use one of our non-integrated solutions, which you can read more about here. For practices using online appointments, below you'll find a complete overview of the integration and its benefits.

Contents

• Benefits of the Integration for Your Practice
• How Does it Work?
  • Requirements and Activation
  • Integration Setup
  • Tenant URL Entry
• Troubleshooting
  • Appointment Types
  • Healthengine Appointment Notes

Benefits of the Integration for Your Practice

Seamless Connection: Our integration with Core Practice is cloud-based, meaning we connect via API without the need for access to server computers or software installations. This eliminates potential issues related to hardware or server connections.

Time-saving: The integration automatically reads and publishes your availability while inserting booked appointments directly into your Core Practice diary. Additionally, the integration allows for online cancellations and reschedules, freeing up your team from handling phone calls from patients.

Online Cancellations: When a patient cancels through their Healthengine account or confirmation email, the booking will be removed from your Core Practice diary and marked as cancelled in Healthengine. Note that cancellations made in Core Practice will not appear in your Healthengine account, only those made via Healthengine.

Please Note: If you have a preferred online cancellation time limit, get in touch with our Support Team to get this added in. The default time is 2 hours. 

How Does it Work?

Requirements and Activation

Before beginning the setup, ensure you have an active Core Practice integration subscription. This subscription must be added by your Healthengine Customer Success Manager. Please request the integration from either your Healthengine Customer Success Manager or one of our Practice Consultants. 

While waiting for the subscription activation, proceed with these steps to activate the Healthengine integration within Core Practice:

1. 1. Navigate to Settings within Core Practice.
   2. Select Add-ons.
   3. Click on Integrate with Healthengine and then select Add.

Integration Setup

Before setting up the integration, ensure that there is no availability published on your Healthengine profile or web plugin. If availability is already published, you may encounter issues such as phantom availability. Delete all Healthengine calendar schedules and sidebar availability first.

To continue with the setup:

1. Log into your Healthengine practice admin portal.
2. Go to Account > Integration Setup.
3. Click on the Configure Integration button as shown below:

4. Select Core Practice V1 from the practice management software dropdown.

Please Note: If you don’t see Core Practice as an option, your Healthengine Core Practice integration subscription has not yet been activated. Pause the setup and resume once the subscription is activated.

Tenant URL Entry

Next, you will need to enter your Core Practice Tenant URL. This is the URL you use to log in to your Core Practice account, typically formatted like this: http://example.corepractice.io/

After entering the tenant URL:

1. Click Generate Authorisation Link.
2. A new window will open for you to log into your Core Practice account and authorize the integration.
3. Use an administrator login to complete the authorization process.

Once this step is complete, you’ll be able to authorize the integration and select your practice location from the list of options pulled from Core Practice.

If completed successfully, you’ll receive confirmation, and the Integration Setup screen will show you as integrated with Core Practice. Please allow around 10 minutes for the integration to show as healthy and be ready to finalize.

Troubleshooting

Once your integration is active and healthy, follow these steps to ensure that your availability is publishing correctly:

• Add practitioners to your profile and ensure their appointment books are connected.
• Make sure your practitioners’ appointment types are created and linked to your Core Practice appointment types.
• Verify that the availability published on your Healthengine profile or web plugin is accurate, and that appointment times are displayed in intervals compatible with Core Practice’s diary settings and appointment types.

The default time interval for published appointments will be based on your Core Practice setup (e.g., 10 or 15 minutes). If any changes need to be made, please contact our support team to adjust the appointment intervals.

Appointment Types:

• All appointment types will be picked up through the integration, even those not used for online bookings. Ensure that the types linked to online bookings in Healthengine are included in your Core Practice online booking link. Otherwise, bookings may fail if a patient selects an appointment type not linked to the system.

Healthengine Appointment Notes:

• When a booking is made through Healthengine, a note will appear on the appointment in Core Practice, allowing you to easily identify its origin.

If you have any questions, experience any issues or need assistance with troubleshooting, please reach out to our friendly Healthengine Support Team via phone, live chat or email support@healthengine.com.au.