You try to add a treatment to a patient's plan and it is not in the list, or Concierge tells a caller it does not have a confirmed price for it. Both surfaces only ever use treatments that have been approved in Settings, so the fix is nearly always there.
Check these first
- Look under the "Needs review" tab. Go to Settings, Treatments. The list has tabs for Live, Needs review, Archived and All. A treatment under Needs review cannot be quoted by Concierge or added to a plan until someone presses "Approve & activate" on its row. A banner at the top tells you how many are waiting.
- Check it is not archived. Archived treatments are hidden from the plan picker and from Concierge. Open the Archived tab and press "Reactivate" to bring one back.
- Check the price before approving. Imported treatments are held for review when their price could not be read from the file. Press "Edit", check the pricing mode and the figure, save, then "Approve & activate".
- Search the picker a different way. In the patient's Treatment plan tab, the catalogue box is labelled "Search treatments, codes…". Try the code or part of the name. If it says "No approved services yet — add or approve them in Settings → Treatments", the practice has no live treatments at all.
- For Concierge, check the tick as well. Approval alone is not enough for the phone. Under Settings, Concierge, the section "Services Concierge may discuss and quote" decides what Concierge may mention. A treatment that is not ticked there is never presented to callers. A treatment set to price on consultation is discussed but no figure is given. A treatment ticked to discuss but not to quote is discussed with "the team confirms the fee".
- Check you are in the right practice. Each practice keeps its own treatment list. If you work in more than one, use the sidebar switcher.
What happens next
As soon as a treatment is Live it appears in the plan picker for every clinician in the practice, with its price shown as fixed, from, a range or price on consultation. Concierge picks up the change on its next call, provided the treatment is also ticked under Settings, Concierge.
Still stuck
Tell the Maxillo team the treatment name as it appears in Settings, which tab it is under, and whether the problem is the plan picker or a Concierge call (with the time of the call).