Curaeon Help Centre / KB-095
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KB-095TrainingReference
Draft. This article is awaiting technical review and may change — if anything here conflicts with advice from our team, follow the team.

Start here: I'm the practice manager

Ten articles in the order a practice manager needs them — staff and setup first, then the monthly and weekly routines, then what your agreement with us covers.

One page to pin beside the monitor: the quick-reference guide for this role is KB-112 — Quick reference: practice manager. The Help Centre's print view drops the navigation, so it prints as one sheet.

How to use this page

Items 1–4 are set-up you do once; 5–8 are routines; 9 and 10 are about the service rather than the software.

The ten articles as a chain in three groups: set up once, the routines, and what the service itself commits to.
The ten articles as a chain in three groups: set up once, the routines, and what the service itself commits to.

The path

  1. KB-034 — Choose the right role and permissions for a new staff member — Roles and permissions. Four roles decide what appears, enforced by the server rather than hidden in the screen, and Settings → Permissions grants one extra thing without moving someone up a role. Afterwards: you can pick the narrowest role that covers a new starter's work.

  2. KB-083 — Practice-manager setup checklist: everything to configure before your first consulting day — Setup checklist. Practice details, users, rosters, appointment types, fees, templates, recall programs and communications, worked through once before the first consulting day. Afterwards: the calendar offers the right slots, claims can be sent, letters arrive and a backup has already run.

  3. KB-040 — Set up rosters, leave and online-bookable appointment types, and handle online booking requests — Rosters, leave and online types. The Calendar books only into a practitioner's roster, and Settings → Appointment types says which types patients may book online. Afterwards: the diary offers the right slots and the Bookings queue holds only requests you want.

  4. KB-049 — Build and import letter templates: Word upload, merge fields, pronoun fields, snippets — Letter templates. Upload brings a whole Word library in at once; a file holding a picture, a header or tracked changes is refused with the reason. Afterwards: your existing letters are in, and templates read correctly for every patient.

  5. KB-053 — Month-end and end of day: aged debtors, statement runs and bank reconciliation — Month-end and end of day. Aged debtors, a statement run that prints itself, and a bank statement imported and matched line by line with the reason in words. Afterwards: you can close the day and the month from the ledger without guessing.

  6. KB-064 — Sign off the weekly Security review, and act on alerts and audit-log check warnings — The weekly Security review. Every Monday a review of the week before is ready, and a week with something in it asks for a note before it will sign. Afterwards: ten minutes produces accreditation evidence, and you know which warnings mean "contact support".

  7. KB-066 — Keep, hold or destroy patient records past retention — Records retention. Settings → Records retention lists records past the period, what stops any of them being destroyed, legal holds and the destruction register. Afterwards: you can set the practice's period, hold what must be held, and read what "Not destroyed" means.

  8. KB-067 — Set up nightly backups, a second copy and a monthly restore drill — Nightly backups and the restore drill. A backup every night with a checksum, a verified second copy off the server, and a monthly drill that proves it restores; every place a backup is kept must be encrypted. Afterwards: "would we recover?" has an answer with evidence.

  9. KB-005 — Your SLA tier — Standard vs Metro Priority — Your SLA tier. Standard or Metro Priority sets the response and fix times we are committed to; your tier is on your agreement. Afterwards: you can set the right expectation when something breaks.

  10. KB-008 — Planned maintenance — how you'll be notified — Planned maintenance. The rules we hold ourselves to when we work on your systems, and how you will hear about it. Afterwards: you can plan a clinic day around a notice rather than be surprised by it.

When you are stuck

Point new staff at their own Start-here page below. For seats, tier changes or invoices, KB-071 — Add or reduce seats, change SLA tier, get an invoice copy or fix a failed direct debit names the request to raise. Before any ticket, KB-082 — What to have ready before you contact support says what to have ready and KB-007 — Why we never need patient details in a support ticket why it never includes a patient's details.

Important: Only administrators read the Audit log, and your own reading of it is recorded too. That is the design.