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BioConnect Update for our Coverdale Partners

Coverdale Clinics is modernizing our Clinic Management System with the upcoming launch of BioConnect, built within Salesforce. As we prepare for its rollout, we wanted to share a summary of some of the meaningful improvements this new system will deliver for you and your patients.

Rollout Reminder:
To ensure a smooth transition, BioConnect is launching regionally, beginning in Prince Edward Island, followed by New Brunswick, and then across the rest of the country in the coming months. These enhancements will take effect only after a Clinic transitions, and only for patients seen at that location.

  

What’s New for You

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BioConnect will standardize the look of these reports; manual and handwritten versions will be gradually phased out. You’ll begin receiving automated reports that offer a consistent format and experience across all Coverdale Clinics. Please note that the method and cadence by which you receive these reports will remain the same — only the format is changing to support clarity and consistency. 

  

What’s New for Patients

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We’re enhancing the way patients receive appointment reminders — beginning with patients attending treatment appointments in our Prince Edward Island and New Brunswick Coverdale Clinics. These enhancements will continue to be rolled out across Canada as we onboard additional regions to BioConnect. 
  • Patients can continue to choose email, SMS, or phone. 
  • Email reminders will now include a direct link to cancel or reschedule. 
  • SMS reminders will no longer be limited to a two-hour response window—patients can reply any time, offering greater flexibility and a more reliable experience.
  • Phone reminders will be automated, with the same phone number but a new caller ID that displays “Coverdale.” 
    • To protect privacy, these calls will not leave voicemails. 
    • While patients won’t be connected directly to a team member during these calls, they can still choose to cancel the appointment.  
  • Once an appointment is cancelled, BioConnect will automatically create a task for our team to follow-up and reschedule, helping to maintain treatment continuity.
  • All reminders—regardless of method—will be made at intervals of 72, 48, and 24 hours prior to the appointment, or until the appointment is confirmed. 
  • Patients can update their communication preferences any time by contacting the Coverdale Resource Centre.

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Waitlisting is a new feature of BioConnect, designed to improve scheduling flexibility and enhance the overall patient experience.

It allows us to offer additional appointment options while ensuring patients still receive treatment within their prescribed treatment window. Patients must already have an appointment booked to be added to the waitlist.

How it works:
  • Enrolment: Patients must be signed up for SMS notifications to be added to the waitlist. At this time, SMS is the only method used to notify patients of waitlisted appointment openings.
  • Availability Notification: When an appointment slot becomes available, BioConnect automatically texts the first patient on the waitlist.
  • Response Window: The patient has two hours to respond. If they do not respond within that timeframe, the appointment will be offered to the next patient on the list.
  • Waitlist Offer: If a patient’s desired appointment date is unavailable, a Coverdale Team Member will schedule the patient on an alternative date within their treatment window and ask if the patient would like to be added to the waitlist for their preferred date.

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These mobile computer stations allow nurses to stay face to face with patients while they document the appointment. WOWs support our transition to electronic charting, resulting in more timely documentation, increased efficiency, and more meaningful interactions with our patients.
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BioConnect Coverdale marks a major milestone in our technological transformation. As we roll out the new system nationwide, we’ll continue to keep you informed about new features that support your patients and your work.

Thank you for your continued partnership as we work together to simplify and enhance the specialty care experience.