Managing eAppointment Patient Conflicts

When an eAppointment is scheduled, the system will check a set of details between patients to either match with an existing patient or create a new file. When the system cannot determine if the patient should be matched or created as new, it generates a conflict.

Within the Appointment Book, when the conflict icon  appears, the user must check the list and resolve the conflict. 

Field Matching

The following fields are checked to find a match or create a new patient.

• First Name,

• Surname,

• DOB,

• Mobile Number, and 

• E-mail

Conflict Reasons

In some instances, patients could use different information to complete their eServices profile than the information within D4W/PSS; or, a patient’s First Name could have been misspelled in D4W/PSS but spelled correctly in eServices.

Therefore, a combination of matching the fields above between eServices and D4W/PSS will be used to determine if the patient is New, Existing or has Potential Matches.

Resolving Conflicts

1. Go to Appointment Book > Options menu

2. View eAppointments

   1. Patient Conflicts sub-tab                                                                                                         

   2. Highlight Patient in eServices section

   3. View the Possible Record Matches

      1. If the possible matches are not this patient, click Create a new patient

      2. If a possible match is this patient, highlight it and click Assign to existing patient

   4. Click Exit when conflicts have been resolved