Capability · Callers & records
Identity verification
Identity verification makes sure Intavia is speaking with the right person before it shares personal details or changes an appointment. Patients get personal help quickly, and their records stay private, including when someone calls on their behalf.
At a glance
- What it does
- Confirms who a caller is before personal details are shared or appointments change
- Channels
- Inbound and outbound calls, with additional channels available
- Integrations
- Your practice management system, such as Dentally
- What you can customise
- Which details confirm a patient, what is read back, who can call for someone else and what happens next
- What your team sees
- Tasks for your team when a caller needs a person, with the details already captured
- Setup
- Done for you by our team, around how your practice confirms patients
How it works
Our team builds identity checks around how your practice confirms patients. They run whenever a caller asks for something tied to a patient record, such as hearing, moving or cancelling an appointment.
- Plan: we agree with you which details confirm a patient and what happens when someone calls on another person's behalf.
- Find: details such as the caller's registered phone number or date of birth are used to find their record in your practice system. Spoken numbers and dates are read back first.
- Confirm: a further detail, such as date of birth or a spelled full name, confirms it's the right patient. A name on its own isn't enough.
- Protect: until identity is confirmed, no appointment or record details are shared.
- Someone else's appointment: when a parent, guardian or carer calls for another person, the patient is identified first, then the caller is checked against the rules agreed with your practice.
- Next step: once identity is confirmed, the request carries on. Where it isn't confirmed after the agreed attempts, or the request is outside what's agreed, the call moves to your team with the details already captured.
Options
These are the options we agree with you, not fixed settings. Each one can be shaped around how your practice works, and anything not listed here can be built into the plan.
| Option | What we agree with you |
|---|---|
| Finding a record | Which details are used to find a patient's record, such as phone number or date of birth |
| Confirming a patient | Which details confirm it's the right patient, such as date of birth or a spelled full name |
| Read-backs | Which details are read back to the caller before they're used |
| Attempts | How many tries a caller has before the call moves to your team |
| Calling for someone else | Who can act for another patient, such as parents, guardians or carers, for which patients, and what they can do, such as booking or hearing a child's appointment times. |
| Hand-over | Whether callers who need your team are transferred or leave a message |
Works together with
- Caller recognition: A familiar welcome for returning callers.
- Patient continuity: Context from appointments and treatment plans, including booking with the same clinician.
- Appointment booking, changes & cancellations: Appointments booked, moved and cancelled during the call, directly in your system.
- Team hand-off, tasks & alerts: Clear tasks and alerts so your team knows exactly what to do next.
- PMS & booking system integration: Live information from your practice system and appointments handled directly in it.
- Patient recall: Patients who are due or overdue are contacted and booked back in.
FAQs
No. General questions, such as opening hours or prices, are answered without any checks. Identity is only confirmed when the request involves a patient's record.
They can say so, and the receptionist moves on to another detail you've agreed, such as a spelled full name, rather than asking again.
The receptionist asks for another detail to tell them apart. If it still isn't clear, the call moves to your team rather than risking the wrong record.
Yes. The patient's full name and date of birth are confirmed first, and anything beyond what's agreed with you is passed to your team.