Reservo
بواسطة Reservo software
Reservo typical implementation process:
Initial assessment and account setup: Clinic requirements are reviewed, and a Reservo account is created with relevant user roles, permissions, and core module activation.
Data import and migration: Patient records, appointment histories, and billing details from previous systems (if needed) are imported into Reservo’s cloud platform.
Configuration and customization: Custom clinical templates, scheduling preferences, messaging settings, payment gateways, and integrations (such as WhatsApp, Stripe, Google Calendar) are configured for the clinic’s workflows.
Staff onboarding and training: Team members receive guided onboarding, live or recorded training, and walkthroughs covering appointment management, patient communication, telemedicine, and billing.
Testing and validation: The system is tested with mock or real appointments, reminders, and billing scenarios to ensure smooth workflows and user readiness.
Reservo is highly configurable across scheduling, clinical, communications, payments, analytics, and branding, so clinics can tailor the platform to specialty workflows, multi-location operations, and preferred patient channels.
Scheduling and calendars: Configure provider schedules, service durations, buffers, multi-location agendas, custom booking windows, and real-time sync with Google/Outlook; enable patient self-booking with custom links and embedded widgets.
Reminders and messaging: Customize timing, frequency, and content of reminders/confirmations by service, provider, or location; choose channels (SMS, email, WhatsApp), and add post-visit follow-ups and surveys to reduce no-shows and improve retention.
Patient records and forms: Build specialty-specific intake forms, reusable charting templates, procedure notes, and document/image fields; standardize documentation while keeping flexibility for unique visit types.
Telemedicine setup: Enable video consults for selected services or providers; tailor pre-visit instructions, virtual waiting room settings, and messaging flows for remote care.
Billing and pricing: Configure fee schedules, insurance/service price lists, tax rules, invoice templates, and payment policies (deposits, pre-payments, payment links) to match local payers and clinic procedures.
Payments and gateways: Choose and configure processors like Stripe and Mercado Pago; enable online payments, refunds, and automated payment reminders integrated with the booking and invoicing flow.
CRM and marketing: Segment patients by service history or demographics, set custom outreach cadences, loyalty/retention workflows, and campaign rules; connect branded booking pages and website integrations for acquisition.
Roles and permissions: Define role-based access for providers, front desk, billing, and admins; restrict visibility of records, reports, or financials per site, team, or user.
Multi-location governance: Partition templates, hours, sender IDs, reminder logic, and branding per location while keeping centralized oversight and analytics.
Analytics and reporting: Customize dashboards, KPIs, and report exports for appointments, revenue, utilization, and staff productivity; filter by provider, location, or service line for operational decisions.
Integrations: Configure calendar, messaging, telehealth, and payments integrations to align with existing tech stacks and patient preferences; adjust data sync frequency and scope as needed.
Reservo offers hands-on onboarding, live training, and multi-channel support so new clinics can configure, learn, and go live quickly. New users get guided setup covering calendars, services, staff roles, reminder logic, payments, and branded booking pages, followed by role-based training sessions scheduled to the clinic’s availability. Support is delivered through in‑app chat, WhatsApp, email, and phone during extended business hours, with a dedicated support and training team that runs live walkthroughs and answers configuration questions. A searchable help center provides step‑by‑step articles, initial training checklists, and how‑to videos for scheduling, EHR notes, billing, and telemedicine, enabling rapid self‑service learning. Clinics can also book ongoing “Capacitaciones” (training sessions) directly from Reservo’s training calendar to upskill new staff or tune workflows post‑launch. Contact options and service hours are listed on the website, and the team proactively shares product updates and tips to help users adopt new features smoothly.
Reservo protects patient and clinic data with layered technical, administrative, and legal safeguards aligned to healthcare privacy laws and modern SaaS security practices. The platform is described as HIPAA‑compliant and uses encrypted, cloud‑hosted infrastructure, role‑based access, and auditability to keep PHI confidential, intact, and available across scheduling, EHR, billing, and telemedicine modules.
Encryption in transit and at rest: Data is protected with transport encryption (TLS) and database/file encryption to prevent interception or unauthorized disclosure; these controls align with HIPAA Security Rule technical safeguards for ePHI protection.
Access control and authentication: Role‑based access restricts PHI to authorized users by job function; multi-user permissions and least‑privilege principles limit exposure and support audit-ready governance under HIPAA.
Audit trails and monitoring: System activity, login events, and changes to records are logged to support incident investigations, breach assessments, and compliance attestations under the HIPAA Security Rule.
Secure telemedicine and communications: Teleconsultations and messaging features run over HTTPS/TLS, with session protections to prevent eavesdropping; reminders and notifications are managed to minimize inadvertent PHI disclosure per HIPAA Privacy Rule expectations.
Data minimization and consent: Reservo supports the collection and processing of only necessary data with transparent consent practices, aligning with the new Chilean data protection law modeled on GDPR principles such as purpose limitation, minimization, and integrity/confidentiality.
Backups and continuity: Encrypted backups, redundancy, and disaster recovery ensure availability of records and rapid restoration following failures, consistent with HIPAA’s availability requirements for ePHI.
Vendor and regional compliance posture: For clinics serving EU or GDPR-like jurisdictions, policies emphasize lawful bases, user rights, and secure processing; for U.S. users, HIPAA policies and breach notification frameworks apply.
Reservo follows a frequent, cloud‑managed release cadence, publishing incremental improvements and new features on a near‑monthly basis and communicating changes through public update posts and social channels. Updates are rolled out automatically to all tenants, so clinics receive new functionality without manual installs or downtime, and can review what changed via Spanish‑language “Esto pasó en…” blog updates for each month and LinkedIn posts summarizing enhancements.
Frequency: New functionality and refinements are announced monthly, with additional minor fixes and UX tweaks appearing in between as needed; examples include May, June, and September update roundups detailing added features and integrations.
Delivery: As a SaaS platform, updates are deployed centrally in the cloud and enabled for users automatically, minimizing operational disruption and removing the need for local IT intervention.
Change communication: Release notes are published on Reservo’s blog and echoed on LinkedIn, highlighting practical improvements for scheduling, patient records, telemedicine, integrations, and billing workflows so admins can brief staff quickly.
Reservo’s policy gives clinics clear control over their data, guarantees patient privacy rights, and provides practical export options to avoid vendor lock‑in. In short, providers remain the controllers of clinical and operational records, while Reservo acts as a processor limited to delivering the contracted services and must destroy or return data at the end of service upon request.
Data ownership and controller/processor roles: Reservo processes personal data only under the clinic’s instructions and for the agreed purposes; using data for any other purpose makes the processor directly responsible for violations. All PHI and operational records are treated as confidential, and Reservo must enforce secrecy and security with its staff and sub‑processors.
End‑of‑service return or deletion: When a contract ends, personal data must be either returned to the file owner (the clinic) or destroyed, per the clinic’s instruction. Reservo centralizes requests for modification, deletion, updates, or transfer at [email protected] to ensure traceable execution of data lifecycle actions.
Patient and user rights: Privacy terms outline lawful purpose limitation and legitimate interest principles, and designate a data contact to handle access, rectification, cancellation/opposition, and portability requests in line with modern data protection norms in Chile and GDPR‑style frameworks.
Portability and export: Clinics can request data transfers and exports through the designated data protection contact; portability covers providing data in a structured, commonly used, machine‑readable format or sending it to a new provider, consistent with regional portability standards and right‑to‑data mobility practices.
Purpose limitation and minimization: Data is collected for specific, explicit, and lawful purposes and is not processed in ways incompatible with those purposes, reinforcing that clinics determine the scope and Reservo limits processing to what is necessary to deliver the service.
Reservo provides clinics with flexible subscription terms that allow easy scaling up or down as operational needs evolve, ensuring that clinics can expand their feature set or reduce expenses without long-term lock‑ins.
Modular plan structure: Reservo offers scalable subscription tiers suitable for single-provider practices, medium clinics, and multi-branch organizations. Users can upgrade to access premium functionalities such as telemedicine, CRM automation, and analytics dashboards, or downgrade to core scheduling and billing modules when service demand decreases.
Upgrade flexibility: Clients can add users, new modules (like chat or ERP extensions), or locations at any time through account configuration or by contacting customer support. The change usually applies immediately upon purchase, triggering a new billing period. Pricing adjusts proportionally based on the new plan’s rate and remaining term.
Downgrades and plan adjustments: Clinics can switch to lower tiers or deactivate specific add-ons before the next billing cycle. Downgrades typically take effect at the end of the prepaid cycle, and no financial penalties apply for reducing the subscription size. However, credits are not refunded mid-term; they roll forward to the next renewal or are applied to future payments.
Monthly renewal model: Because contracts renew automatically every month or on the selected cycle (quarterly, semiannual, or annual), organizations can adapt plan levels effortlessly during renewal—scaling up when growing or scaling down when consolidating operations, staff count, or services.
Data preservation: When clinics downgrade or reduce modules, all stored data remains preserved in compliance with Chilean data protection law (Law 19.628), ensuring seamless continuity if they decide to re-upgrade later.
Support for scaling clinics: For larger, enterprise‑scale clients, custom configurations provide granular control over feature allocation, user permissions, and branch-level billing. Clinics expanding to new locations can onboard new staff or branches under the same centralized platform license.
Reservo’s terms and conditions for renewal and cancellation provide clear rules covering service continuity, cancellations, data deletion, and upgrade or downgrade procedures within its SaaS framework. The agreement outlines automatic renewals, user‑initiated cancellations, and the platform’s rights to suspend or terminate service under specific conditions.
Automatic renewal: All contracts renew automatically for the same duration as originally contracted—monthly, quarterly, semiannual, or annual—unless the user provides written notice of cancellation at least 30 days before the renewal date. If no notice is given, the subscription renews under identical terms and pricing.
Service activation and duration: Services begin within 24 hours of confirmed payment and remain active throughout the prepaid period, with immediate renewal triggered upon confirmation of new payment. Customers can choose contract terms (monthly, quarterly, annual, etc.) when ordering.
Cancellation by user: A user or authorized representative may cancel at any time by emailing [email protected], clearly stating the intent to terminate the service. The cancellation becomes effective within 24 hours of the request, and Reservo permanently deletes all user data under Chilean data protection law (Law 19.628) and consumer regulations (Law 19.496).
Data deletion obligations: Upon cancellation, all content stored on Reservo’s servers is erased. Users bear full responsibility for backing up or migrating data before the termination date. Reservo is not obliged to perform data migration to another provider free of charge; if data recovery is still technically possible, a restoration service fee of 2 UF (Unidad de Fomento) applies.
Early termination or suspension by Reservo: Reservo may suspend or cancel services—temporarily or permanently—if users miss payments, misuse the system, or cause a security or integrity risk. The company must give 10 days’ notice before suspension for payment defaults, but may act sooner in cases of potential data or infrastructure threats.
Refunds and plan changes: No refunds are issued for switching to lower-tier plans mid‑term; rather, prepaid balances are applied to subsequent periods or credited when upgrading. Downgrades do not generate reimbursements, and service upgrades must be confirmed through Reservo’s commercial support team.
Amendments and contract updates: Reservo reserves the right to modify service features or conditions to improve functionality, notifying users by email or website. Users may cancel within 5 days of notice if they disagree with such changes; otherwise, continued use implies acceptance.
Reservo states compliance with healthcare‑grade privacy and security practices and aligns its processing to Chile’s evolving data protection regime, while supporting clinics that operate under international frameworks like HIPAA and GDPR.
Chilean data protection law: Reservo’s privacy and data terms align with Chile’s Personal Data Protection framework and the new Law 21.719 (LPPD), which introduces GDPR‑style rights such as portability, stronger consent, security incident reporting, and a dedicated Data Protection Authority; this law was published in Dec 2024 and becomes fully effective by Dec 2026.
HIPAA alignment: For clinics handling U.S. patients’ PHI, Reservo describes HIPAA‑aligned safeguards across confidentiality, integrity, and availability, incorporating encryption, access controls, audit logs, and breach‑notification processes consistent with HIPAA Privacy and Security Rules requirements for ePHI protection in cloud environments.
GDPR‑style principles: Reservo’s privacy policy emphasizes purpose limitation, data minimization, user consent, and rights to access/rectification/erasure/portability—key GDPR principles—supporting clinics that serve EU data subjects or require GDPR‑comparable protections in Chile.
