Overview
About CRMS Software
CRMS Software is a client record management system designed primarily for mental health, addictions, and community service organizations.
Pre-requisites
The integration is available to any organization on Caredove's Advanced CBO plan or higher. Check with your CRMS Software representative for any associated CRMS Software fees.
Integration Summary
The Caredove-CRMS integration can import referrals received in Caredove to CRMS Software.
It includes the following key capabilities:
Import Caredove Referrals to CRMS - Caredove referral arrives in the CRMS referral inbox based on a configured trigger, such as when it is complete or received in Caredove.
Map referral data to CRMS fields - Caredove referral data is mapped to CRMS referral fields for key data (such as registrant contact information).
Referral PDF summary - Imports an attachment of the Caredove Referral Summary PDF file.
Attachments - Import additional referral attachments into CRMS.
Data Fields
Data Fields
The following fields are supported in the Caredove-CRMS integration:
Registrant/Patient information:
First Name
Middle Name
Last Name
Date of Birth
Gender
Address:
Address
City
Province
Country
Postal Code
Preferred Language
Phone (Home/Main)
Phone (Alt)
Email
Requester information:
First Name
Last Name
Organization
Phone
Appointment information:
Start
Duration
Location
Provider Full Name
Data fields which are not listed above are not mapped to CRMS fields. However, they are included in a) the Referral Summary PDF and b) the "Referral Note" field in CRMS.
Attachments
Attachments
Every referral from Caredove is imported with a PDF document that summarizes the referral information from Caredove.
In addition, if the Caredove referral form had an attachments field and some attachments were included in the referral, those attachments will also be imported into CRMS.
Limitations
Limitations
The integration has the following limitations:
Appointments not synced - Appointments from Caredove are not imported or synced to the CRMS calendar, but the Caredove appointment information is included in the CRMS referral summary.
Referral Updates - Not currently supported.
Choosing When to Import Referrals
Choosing When to Import Referrals
The timing for importing data from Caredove into CRMS depends on your business process. Caredove can be configured to send data to CRMS on the following referral event triggers:
Event trigger | Description |
Received (includes routed requests) | A new referral is received in Caredove (in the INBOX). |
Edited | An existing referral is updated. |
Edited Status - Ready | An existing referral sub-status is set to "Ready". |
Edited Status - Received | An existing referral sub-status is set to "Received". |
Closed | An existing referral is closed. |
Booked | A new appointment is added to an existing referral. |
Rescheduled/Unbooked | An existing appointment associated with a referral is either rescheduled or unbooked. |
Archived | An existing referral is archived. |
Message from Provider | A communication is sent by the referral's RECEIVING organization to the sender. |
Message from Requester | A communication is sent by the referral's SENDING organization to the provider. |
The most common process to import referrals is after the referral handling and appointment have been completed in Caredove. This involves a one-time handoff of data at the end of the process, and it is the cleanest way to configure the integration.
Another possible process is to import referrals at the start of referral handling in Caredove, when the referral is received or marked as accepted (so that rejected referrals are not imported). With this method you will get the client into CRMS's Referrals module earlier, and continue to receive Caredove updates until the referral has been accepted in CRMS.
Your Caredove representative will help you define what import process is right for you.
Troubleshooting Caredove-CRMS Integration Errors
Troubleshooting Caredove-CRMS Integration Errors
For a general overview on how to manage integration errors in Caredove, please refer to the following support article: Troubleshooting Integration Error Messages.
Error Handling Specific to CRMS Software
400 (Bad Request) messages
400 (Bad Request) messages require you to edit the referral in Caredove based on the information provided in the
"message"field of the error response.For example, if you receive the error "Date of birth is required," it means the referral was submitted without the registrant's date of birth. In this case, you’ll need to edit the referral and provide the missing information. To help prevent this type of issue in the future, we recommend reaching out to your Caredove representative to request that the field be made mandatory in the Caredove form.
If you receive an error with an unclear meaning, or if the issue persists after making the suggested edits based on the error message, please contact Caredove Support by typing “Talk to a person” in the chat box.
Frequently Asked Questions (FAQs)
Frequently Asked Questions (FAQs)
Q: Why is a particular referral not present in CRMS?
A: Check if the service listing in Caredove, associated with the referral, is integrated with CRMS. You can confirm this with your organization's liaison for Caredove or by contacting the Caredove support team.