# Practices and Patient Engagement Glossary

> 26 terms from the Health Tech book's Practices and Patient Engagement part, each defined in a line and linked to the chapter that explains it.

- **API Exchange (Dentrix):** Henry Schein One's program for third-party access to Dentrix and Dentrix Ascend, with a security review, an agreement and a program fee ([Integrating with Practice Management Systems](https://www.syntaqx.com/books/health-tech/pms-integration#henry-schein-one-dentrix-and-ascend)).
- **ASAP list:** patients already scheduled who would take an earlier time, texted when a slot opens ([Scheduling & Online Booking](https://www.syntaqx.com/books/health-tech/scheduling-and-online-booking#waitlists-and-asap-lists)).
- **Blockout:** time reserved on an operatory or provider schedule for particular appointment types, bookable only by them ([Scheduling & Online Booking](https://www.syntaqx.com/books/health-tech/scheduling-and-online-booking#blocks-and-ideal-days)).
- **Call pop:** the card that appears when the phone rings, matching the caller's number to patients in the PMS and showing the household, next appointment, recall and balance ([Phones for Practices](https://www.syntaqx.com/books/health-tech/practice-phones#call-pop-and-patient-context)).
- **Confidential communications request:** a patient's instruction under 45 CFR 164.522(b) to be contacted by other means or at another place, which every sending system must honor ([Two-Way Texting & Messaging](https://www.syntaqx.com/books/health-tech/patient-texting#patient-preference-and-confidential-communications)).
- **Confirmation status:** the appointment's state after a confirmation request (sent, confirmed, not accepted), written back to the PMS for the front desk ([Reminders, Confirmations & Recall](https://www.syntaqx.com/books/health-tech/reminders-and-recall#confirmations-and-reminder-cadences)).
- **Consumer Review Fairness Act:** the 2016 federal law voiding form-contract clauses that restrict or penalize consumer reviews ([Reviews & Reputation](https://www.syntaqx.com/books/health-tech/reviews-and-reputation#gag-clauses-and-the-consumer-review-fairness-act)).
- **Dispatchable location:** the street address plus suite, floor or room sent with a 911 call from a multi-line phone system ([Phones for Practices](https://www.syntaqx.com/books/health-tech/practice-phones#911-from-the-practice)).
- **eConnector:** Open Dental's always-on Windows service on the office server that relays its cloud features and Remote API ([Integrating with Practice Management Systems](https://www.syntaqx.com/books/health-tech/pms-integration#open-dental)).
- **Health care exemption (TCPA):** 47 CFR 64.1200(a)(9)(iv), letting health care providers send certain free informational calls and texts without prior consent, limited to listed purposes, 160 characters and one a day, three a week ([Two-Way Texting & Messaging](https://www.syntaqx.com/books/health-tech/patient-texting#the-tcpa-healthcare-exemption)).
- **Intake packet:** the set of forms sent to a patient before a visit, chosen by appointment type, patient status and location ([Digital Intake, Forms & Consent](https://www.syntaqx.com/books/health-tech/digital-intake-and-forms#the-intake-packet)).
- **Late cancellation:** a cancellation inside the practice's policy window, too late to refill the slot ([Reminders, Confirmations & Recall](https://www.syntaqx.com/books/health-tech/reminders-and-recall#no-shows-economics-and-measurement)).
- **Missed-call text-back:** an automatic text to a caller nobody answered, opening a text conversation ([Phones for Practices](https://www.syntaqx.com/books/health-tech/practice-phones#missed-calls-and-text-back)).
- **MLTS (multi-line telephone system):** a phone system serving an office's many lines, bound by Kari's Law and dispatchable location rules ([Phones for Practices](https://www.syntaqx.com/books/health-tech/practice-phones#911-from-the-practice)).
- **No-show rate:** appointments the patient neither attended nor cancelled, over appointments that reached their start time ([Reminders, Confirmations & Recall](https://www.syntaqx.com/books/health-tech/reminders-and-recall#no-shows-economics-and-measurement)).
- **Operatory:** a dental treatment room with one chair, a column on the schedule; a schedule of resource kind `operatory` in the core model ([Scheduling & Online Booking](https://www.syntaqx.com/books/health-tech/scheduling-and-online-booking#the-practice-schedule)).
- **Pattern (appointment):** an appointment's time units, each marked as needing the provider or only the chair, so one provider can work several operatories at once ([Scheduling & Online Booking](https://www.syntaqx.com/books/health-tech/scheduling-and-online-booking#the-practice-schedule)).
- **Planned appointment:** diagnosed treatment the patient hasn't booked, tracked for follow-up as unscheduled treatment ([Reminders, Confirmations & Recall](https://www.syntaqx.com/books/health-tech/reminders-and-recall#reactivation-and-unscheduled-treatment)).
- **Private feedback:** a channel for a patient to tell the practice about a visit privately; offered beside the public review link, not instead of it ([Reviews & Reputation](https://www.syntaqx.com/books/health-tech/reviews-and-reputation#gating-and-private-feedback)).
- **Reactivation:** outreach to patients with no recent visit and no appointment, recall's last step ([Reminders, Confirmations & Recall](https://www.syntaqx.com/books/health-tech/reminders-and-recall#reactivation-and-unscheduled-treatment)).
- **Recall type:** a kind of recurring visit (prophy, perio, rabies, annual eye exam) with a default interval and the procedures that reset it ([Reminders, Confirmations & Recall](https://www.syntaqx.com/books/health-tech/reminders-and-recall#hygiene-recall)).
- **Review gating:** asking patients to rate a visit first and sending only happy ones to public review sites; prohibited by Google's policy ([Reviews & Reputation](https://www.syntaqx.com/books/health-tech/reviews-and-reputation#gating-and-private-feedback)).
- **Sync agent:** a Windows service installed on a practice's server that reads the PMS database and talks out to a vendor's cloud ([Integrating with Practice Management Systems](https://www.syntaqx.com/books/health-tech/pms-integration#the-sync-agent)).
- **Unified API:** one vendor API that reads and writes many PMSs, such as NexHealth's or Sikka's ([Integrating with Practice Management Systems](https://www.syntaqx.com/books/health-tech/pms-integration#unified-apis-and-middlemen)).
- **Waitlist:** people without an appointment who want one, notified when a slot opens ([Scheduling & Online Booking](https://www.syntaqx.com/books/health-tech/scheduling-and-online-booking#waitlists-and-asap-lists)).
- **Write-back:** a change an integrator asks the PMS to make (a booking, a confirmation, a form, a payment), applied asynchronously and confirmed later ([Integrating with Practice Management Systems](https://www.syntaqx.com/books/health-tech/pms-integration#writing-back)).

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