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0

Setting Up Wrong Time

There are also issues with Zurili allowing people to book in at 1.30am in the morning and other times that I am expressly not available. The setup has been done properly (I think) but this is still happening. I have had 2 new patients in the last few days book in via Zurili, but at times they shouldn’t be able to, which means we need to call and reschedule them. Can you please advise me what I should do to correct this?

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Insufficient Credit to Receive Incoming Call

Ok, we are not sending calls to the concierge service, and we no longer have an active number to even do that. Why is there negative balances accruing??

0
Answered

How to Make A Thread Private?

Janine Adams 2 days ago in Sites • updated yesterday at 6 p.m. 3

How can i make this thread private so everyone doesn't see my patient's details?

Answer

Hi Janine,


Sorry that ticket was public, I didn't know how to make a private one but have learned since. Shouldn't be a problem moving forward.


Thanks,

Janno

Level 1 Support

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Answered

Which callers go to Concierge?

Janno (Level 1 Support) 3 days ago in Accounts • updated by Janine Adams 2 days ago 4

What phone numbers does the cloud software appointment system recognize in Spinalogic so it doesn't direct all calls to the Concierge. I thought Jenna had set it up that numbers it didn't recognise (3 appointment's in) would come to Zurili others to us.

Answer

we use scenario 1. forward everything on a Wednesday and Friday arvo. But i just want answered the NP phonecalls. I have changed the settings to 'known callers - with no previous appointments completed' (and also to take unknown callers). Is this correct?

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Answered

Need clients to arrive 15min before appointment

Janno (Level 1 Support) 3 days ago in Appointments • updated 3 days ago 1

We tell NPs 15 minutes before we book them in. Obviously this isn't going to work with Zurili. How do you guys do it?

Answer

Hi Janine, 


That should be no problem.


In the Appointment Template (AT) there is a booking script used by the concierge everytime they book with that AT. If you include the requirement that they arrive 15min early in there, the concierge will say it. 


There is also a Online-Booking Script in the AT where you can say the same thing that will be shown to the Client at the end of their online-booking wizard. 


Finally, if you really want to make sure, you can create an automation to send a SMS confirming this requirement.


You can see info on all the options of and AT here: Appointment Templates. If you want to know more about automations, see: Automating Messaging


Thanks,

Janno

Level 1 Support

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Answered

Client missing after sync

Janno (Level 1 Support) 3 days ago in Appointments • updated 2 days ago 5

Just looking at the bookings today on the dashboard the concierge couldn't find a patient 'xxx xxx'. He is definitely in Spinalogic but archived. I couldn't bring him up on the dashboard/ cloud system either. (I couldn't find me on the cloud appointment book either & I am in Spinalogic archived too)

Answer

Hi  Janine,


I needed to delete your previous reply right away because of the sensitive information being displayed.


< I think he comes up now in Zurili because he came in for an adjustment last week?

You are correct we did only have his abbreviated name in our records, but it shouldn't matter should it?


Here is another patient who doesn't come up, < xxxx xxxx > - last adjustment August 2017, phone number xxxxxxxxxx, date of birth xx/xx/xxxx - we have her full name in the records - is there something else we are missing? >


We checked the Syncrotron and there was a bug, it was a design-flaw in the Syncrotron more than a bug. A client was synced if they were created within the last 12 months or had an appointment in the last 7 days. So those were created ages ago, but with more recent appointments were missed. That is now fixed and the update released. To apply, please restart the Syncrotron and accept the update.


It will find and offer the update, you will need to accept it. When it finishes resyncing, you can check for the missing client in Zurili and advise.


Let me know how it went.


Thanks,

Janno

Level 1 Support



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Take Payment

Dr Chad Esaiah 3 months ago in Other • updated by Richie Rich (Level 2 Support) 1 week ago 1

I just saw a patient and created an invoice. He paid cash and I am trying to create a payment record but whenever I press the "create" button nothing happens

Answer

Hi Chad,


Billing is still under development. Feel free to play with it and give feedback, but it's not quite done yet. I'll let you know when it is.

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Fixed

Wrong voicemail message

Keiran 3 months ago in Call Center • updated by Richie Rich (Level 2 Support) 1 week ago 1

Unanswered calls yesterday were sent to the wrong practice's voicemail message, on three separate occasions to my knowledge. Each of the calls was sent to a different voicemail for three different practices. All different clients.

Answer

Hi Keiran,

We have updated this code and hope this matter is fully resolved. If you get any further reports, please let me know in this ticket. We have also added extra logging so if it does happen again, we should be able to pinpoint the cause quite quickly.

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Completed

Available times

Dr Braxton Turnage 5 months ago in Appointments • updated by Richie Rich (Level 2 Support) 1 week ago 1

If appointment is booked outside of available region - include in calculation for available times.

Answer

Hi Dr Braxton, This if fixed in latest update. Tell me if you have any further trouble :)

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Completed

appointment times booked only if free space

Dr Braxton Turnage 5 months ago in Appointments • updated by Richie Rich (Level 2 Support) 1 week ago 2

New Patient appointment - would like to only be booked when consecutive free times showing. (not in gaps)

Answer

This behaviour has just been upgraded in the latest update. Please take a look and tell me how you go :)