Question

Why are my patient files being updated with the incorrect details or merged unexpectedly within our Practice Management System?

Solution

There are two main reasons for this:

1. Online Booking - Error made when processing in the HotDoc Sidebar
   A patient has made a booking via HotDoc for the first time and it has been linked to the wrong patient file via the HotDoc Sidebar by your reception staff.
   
   Sometimes this can happen if:
   
   • HotDoc has made a suggestion of a possible match in the sidebar, based on their Name and DOB, and a receptionist has accidentally linked to the incorrect suggestion. 
     
     
2. Form Submission - Error made when processing in the HotDoc Sidebar
   A patient has submitted a form and it has been linked to the wrong patient file via the HotDoc Sidebar.
   
   Sometimes this can happen if:
   • HotDoc cannot see an existing patient record, we will send the submission to the sidebar in a Submitted state.
     
     
   • HotDoc will then try to find an existing patient record which matches the submission in your clinical software. If the reception selects the wrong patient, it will upload to the incorrect patient file. 
     
     

Click the appropriate link below for more information on how to correctly link:

• Processing bookings via the Sidebar 
• Processing forms via the Sidebar 

If you would like to unlink a patient's HotDoc account from an incorrectly linked patient file, click the green Support button in this article for assistance.