Referral and Booking Process
How families book appointments and how staff can adjust or manage referrals.
I sent a family a booking link for one location, but they would like a different location. How can I send the booking link for the new location?
I sent a family a booking link for one location, but they would like a different location. How can I send the booking link for the new location?
Answer: Each screening location is set up as a separate service listings in Caredove. If the family would like to book their appointment at a different screening location, you can send the family a new Invite link for the new location. Alternatively, once the registrant submits their referral, as a logged-in Caredove user, you will be able to reschedule their appointment to a different service (i.e. community screening location). Navigate to the referral, select Reschedule and select the appropriate service.
Can a family reschedule to a different community screening location themselves?
Can a family reschedule to a different community screening location themselves?
Answer: Families must cancel their current appointment and book a new appointment using the booking link for the desired location. Alternatively, a logged-in user of Caredove can navigate to the referral and Reschedule the family to a different service.
How do I delete an old invitation?
How do I delete an old invitation?
Answer: Currently, Caredove does not allow deletion of sent invitations. You have a few options. If you do not need the Invite to be removed from your Referral inbox, you can Expire the Invite and leave it. Alternatively, if you would like the Expired invite removed from your Inbox you can Revoke the referral details.
Please note: Revoking is a permanent action and cannot be undone. Once you have Revoked the referral you will be able to set the status to Closed - Entered in Error.
Can I change the submission date of the referral after the appointment is booked?
Can I change the submission date of the referral after the appointment is booked?
Answer: The submission date cannot be changed after the referral has been submitted in Caredove. If the submission date needs to be adjusted when the referral is initially submitted. The submission date can be specified on the last page of the Infant Hearing Program form within the Office Use section. For further details, visit Caredove-CDIS Integration Handbook.
How do I correct a referral if the incorrect information was submitted?
How do I correct a referral if the incorrect information was submitted?
Answer: Some fields can be edited after submission (e.g., contact details, notes, appointment details). To edit the referral form after submission as a logged-in Caredove user, you will navigate to the referral and select Edit. From there, you will be able to edit referral details. Ensure any edits are made before setting the status of the referral to Closed so as not to cause any API errors. To learn more about handling API errors review the Caredove-CDIS Integration Handbook. Some fields cannot be changed, such as the submission date. For those instances, you will need to enter this manually into CDIS.
If someone reschedules an appointment, will this be recorded in CDIS?
If someone reschedules an appointment, will this be recorded in CDIS?
Answer: Yes, there is a specific event trigger when an appointment is unbooked or rescheduled. The integration updates CDIS with any changes to appointments, including reschedules, as long as the referral remains active.
If we receive a referral from another agency and they have already obtained consent, do we need to enter consent again?
If we receive a referral from another agency and they have already obtained consent, do we need to enter consent again?
Answer: CDIS integration requires consent to be recorded. You may enter the previous consent date to indicate consent was already obtained. In doing so, you will also need to specify the submission date of the referral. The submission date will need to be earlier than both the appointment and consent dates. The submission date can be specified on the last page of the Infant Hearing Program form within the Office Use section. For further details, visit Caredove-CDIS Integration Handbook.
How to book a baby who is outside the age eligibility?
How to book a baby who is outside the age eligibility?
Answer: As an internal user, you will have access to a toggle on the first page of the Infant Hearing Program form that will allow you to bypass age eligibility in order to submit the referral.
For babies that need to come back for a second screening, we require a two-week period after their initial screening before they are able to be seen. Is there somewhere I can write this so they will see it before booking their appointment?
For babies that need to come back for a second screening, we require a two-week period after their initial screening before they are able to be seen. Is there somewhere I can write this so they will see it before booking their appointment?
Answer: You can include this information as part of the Service Status message in the Service listing as information only. To learn more about adding this to your Service listing review Service Listing Guide tutorial. Note: This will not prevent families from booking their second screening within the two-week period after their initial screening appointment.
If the parent selects "yes" to the ccmv/meningitis/CHARGE diagnosis question on the form, it still allows them to proceed with an appointment. Is there a way to prevent this?
If the parent selects "yes" to the ccmv/meningitis/CHARGE diagnosis question on the form, it still allows them to proceed with an appointment. Is there a way to prevent this?
Answer: This can be added as part of the eligibility requirements to help prevent families from booking their appointment if they fall into this category. To learn more about adding eligibility requirements review Service Listing Guide tutorial.
Appointment Logistics and Scheduling
Operational questions about appointment timing, cancellations, and scheduling rules.
What should I do if the full screening appointment cannot be completed (e.g., baby is too noisy)?
What should I do if the full screening appointment cannot be completed (e.g., baby is too noisy)?
Answer: Update the status of the referral to Closed with an appropriate sub-status (ie. Repeat Screen). Input appropriate outcome options, archive this referral and select Add-On appointment in order to schedule the family in for their repeat screening appointment. Learn more about how to Add on an Appointment.
How do I handle cancellations or no-shows, and how do these appear in CDIS?
How do I handle cancellations or no-shows, and how do these appear in CDIS?
Answer: When a family cancels or does not attend their appointment, update the referral status in Caredove accordingly:
Mark the referral as Closed with the appropriate sub-status (e.g., “No-Show”).
These statuses are sent to CDIS as a Failed closed status.
Is there a way to add the contact's phone number to the printed schedule where it says 'contact'?
Is there a way to add the contact's phone number to the printed schedule where it says 'contact'?
Answer: Currently, on the Infant Hearing Program form, the Baby is the registrant, and the Parent is the alternate contact. Phone number is collected for the Parent rather than the Baby. There isn’t a way to display the alternate contact phone number as part of the printed schedule at this time.
If I need to book someone in for a 30-minute appointment instead of our usual 15 minutes and I adjust the appointment time to 30 minutes, will it automatically block off the following appointment so that we aren't double-booked?
If I need to book someone in for a 30-minute appointment instead of our usual 15 minutes and I adjust the appointment time to 30 minutes, will it automatically block off the following appointment so that we aren't double-booked?
Answer: If you need to adjust the duration of an appointment, find two 15-minute appointments that are back-to-back. Remove the second 15-minute appointment and adjust the first 15-minute appointment to a 30-minute duration. Alternatively, some agencies only schedule 20-minute appointments as an alternative to accommodate these variations in schedules and to avoid overlapping.
Data Integration (Caredove and CDIS/ISCIS)
How referral and appointment data moves between systems.
How is Caredove data mapped to CDIS?
How is Caredove data mapped to CDIS?
Answer: Referral data such as baby information, consent, primary and alternate contacts, appointment details, and screening outcomes are mapped from Caredove fields to CDIS fields. For the full list of data fields that are supported, visit our Caredove-CDIS Integration Handbook.
Does the appointment Provider in Caredove map to the Screener in CDIS?
Does the appointment Provider in Caredove map to the Screener in CDIS?
Answer: Yes. The Caredove "Appointment Provider" is matched to the CDIS Screener based on the user's email.
If I add a new service listing in Caredove, how do I ensure it is added to CDIS?
If I add a new service listing in Caredove, how do I ensure it is added to CDIS?
Answer: New service listings in Caredove are automatically added to CDIS. Existing locations are matched by the service line 2 address field (Apartment, Suite, etc.). Therefore, when adding a new service listing to Caredove please ensure the Apartment, Suite, etc. field is populated.
For more details on Data integration and handling possible errors, please review Caredove-CDIS Integration Handbook