When a patient is registered but they are shown as 'Not Known'

If a patient is shown with a yellow question mark (see below) this means they have not yet been matched against the clinical system.

There are several possible reasons for this, depending on the message you see when you click on the patient:

Searching for patient in clinical system is taking longer than expected

If you click on the patient and see the message, 'Searching for patient in clinical system is taking longer than expected,' please wait for a few minutes and then click 'Try Again.'

Patient not found in clinical system

If you see 'Patient not found in clinical system', check that the first name, last name and date of birth match EMIS exactly. Patients are only matched to the clinical system if these details are the same.

An error occurred while searching for patient in clinical system

If you click on the patient and see 'An error occurred while searching for patient in clinical system,' follow these steps:

1. Check the error message for more details. For example:
2. The EMIS username used is invalid: please check the EMIS username for your user. See Adding EMIS usernames
3. Patchs is not currently enabled in EMAS manager. Please enable it and try again. See Enabling EMIS Integration
4. Could not search patient in clinical system, please check that Patchs is enabled in EMAS manager and that the user has the following permission in EMIS: 'Perform Detailed Health Record'. In EMIS check that all Patchs users have the 'Perform Detailed Health Record' (B0380) RBAC role. This is required for matching patients and saving requests to EMIS.

Patient requests are not being filed to the record

1. Check that the request is from a patient who has been matched with EMIS. You can tell this because you will see the following two options when you come to save the request:
   
   Patchs will only save the request directly to the clinical system if you click 'Complete message & save to clinical system'
2. Check for any error messages. Some common error messages are shown in the 'When I try to save a request to the record I see an error message' section directly below.

When I try to save a request to the record I see an error message

The solution depends on which error message is displayed. Two of the most common error messages are shown below.

1. Access Denied

In EMIS check that your user has the 'Perform Detailed Health Record' (B0380) RBAC role. This is required for saving requests to EMIS

2. Invalid username

Check that the EMIS username for this user is correct: Enabling EMIS integration