Question

Why is Automatic Invoicing for Routine Requests not available for one or more of my Practitioners?

Solution

For HotDoc Automatic Invoicing to function correctly, there must be a link between a Medical Director 'User' and the 'Practitioner' configured in your Pracsoft Appointment Book. HotDoc establishes this link for each practitioner by matching both the 'User ID' and 'Location' fields from the 'User List' and 'Practitioner List' within Medical Director (MD).

For HotDoc to successfully link a 'User' to a 'Practitioner' in MD, the following conditions must be met for each practitioner: 

• The 'User ID' or 'Practitioner Code' matches between the Practitioner and User lists.
• The 'Location' is the same in both the Practitioner and User lists.
• The matched User in the User list is active (not marked as 'Inactive').
• The matched User in the User list is the only User with this User ID and Location.

If these are not met, you will see an error in your HotDoc Dashboard and you will need to manually invoice Routine Requests for these practitioners until resolved. 

To resolve this for HotDoc to successfully link a User to a Practitioner, please follow the steps below to ensure these conditions are met for each practitioner on this list.

How to Configure your Practitioners

Step 1: Check the User ID in Medical Director for your Practitioners

The first thing we want to check is that each User/Practitioner in Medical Director has:

• A unique 'User ID'
• A 'User ID' that matches the 'Practitioner list' in the 'Appointment Book', and the 'User list' in the Admin section.

To do this, please follow these steps:

1. Find the 'User ID' for a User in Pracsoft:
   From the Menu Bar, select Admin > User List. In the User List that appears, the 'User ID' will be in the left column.
   
   

   Admin > User List	User ID can be found in the left column

   
   
2. Find the 'User ID' for a Practitioner in Pracsoft:
   Open the Appointment Book and in the menu go to Setup > Practitioners. In the Practitioner Details list, the 'User ID' will be in the left column.  
   
   

   Appointment Book > Setup > Practitioners	User ID can be found in the left column

3. Once you've checked these lists head to:
   
   • Step 2 to Check the Location if you have:
     • Multiple practitioners with the same 'User ID' within the 'User List'
       (User ID's within the 'User List' cannot be modified)
     • A practitioner who works in multiple locations
       
       
   • Step 3 to Modify the Practitioners 'User ID' if: 
     • The 'User ID' does not match between the Practitioner list and the User list.  

Step 2: Check the Practitioner's 'Locations' in Medical Director 

The next step is to check the 'Location' of both the User/Practitioner in Medical Director. If you have multiple practitioners with the same 'User ID' in the 'User List', or a practitioner who works in multiple locations, it is not possible for the 'User ID' to be unique. This then prompts HotDoc to verify the 'Location'.

Please ensure that each practitioner has:

• A unique 'Location' (not shared with another practitioner with the same user ID)
• A 'Location' that matches between the 'Practitioner list' and 'User list'.

To do this, please follow these steps:

1. Find the 'Location' for a User in Pracsoft: From the main Menu bar, select Admin > Practitioner. The 'Location' can be found in the second column from the left.
   
   

   Admin > Practitioners	User Location can be found in the second column from the left

   
   
2. Find the 'Location' for a Practitioner in Pracsoft: Open the Appointment Book and in the menu go to Setup > Practitioners. This will give you the practitioner list, the 'Location' can be found in the second column from the left.
   
   

   Appointment Book > Setup > Practitioners	User Location can be found in the second column from the left

3. If the practitioner does not have a unique 'Location', or does not have a 'Location' that matches between the 'Practitioner list' and 'User list', you will need to modify the Location so that HotDoc can create a link. Go to Step 3 Modify the Practitioners 'User ID' or 'Location' for how to do this. 
   
   

Step 3: Modify the Practitioners 'User ID' or 'Location' 

If you have practitioners that don't meet the following conditions you will need to modify them so that:

• The 'User ID' or 'Practitioner Code' matches between the Practitioner and User lists.
• The 'Location' is the same in both the Practitioner and User lists.

As you cannot edit the User ID or Location in the User List, please do this from the Practitioner list accessed via the appointment book. To do this: 

1. In Pracsoft: Open the Appointment Book and in the menu go to Setup > Practitioners. 
   
   
   
2. Select the Practitioner and click 'Edit'
   
   
3. You can then make the changes and press Save:
   • Modify the 'User ID' to a unique ID that match's the User List
   • Modify the 'Location' to a unique location that match's the User List

Troubleshooting FAQs

What do I do if I am seeing a “Duplicate practitioner” or “Failed to add/edit practitioner” error?

In some cases you may experience an error when trying to change the 'User ID' or 'Location' of a Practitioner within the 'Practitioners list'. This is because there can only be one Practitioner per Appointment Book with the same 'User ID' and 'Location'

To fix you will need to locate the Practitioner with the same 'User ID' and 'Location' and modify it by using the following instructions:

1. Firstly ensure you show all Practitioners by ticking 'Show inactive practitioners'
   
   Please note: Inactive Practitioners will be displayed in a red font.
   
   
   
2. You can then check the 'User ID' and 'Location' fields, and find the duplicate. You can then click 'Edit' on the Practitioner you are not trying to link.
   
   
3. You can then modify the 'User ID' and/or the 'Location' to something unique that is not in use and click 'Save'
   
   

How should I configure this feature if I operate multiple different clinics from the same database?

The preferred configuration for Automatic Invoicing if you’re running multiple clinics on the same database is to:

1. Configure Routine Request for your Practitioners at each Clinic
   • • Practitioners will require a unique email address for a Practitioner Account with Sidebar access at each Clinic
       

       

       
       
2. Ensure each Practitioner on HotDoc is linked to the Practitioner in Medical Director Appointment Book for that Clinic 
   i.e. "Dr A Practitioner - Fairview" is linked to the Practitioner in the "Fairview" Medical Director Appointment Book.
   

   HotDoc Practitioner Profile found under 'Bookings > Practitioner Setup'	"Fairview" Medical Director Appointment Book