FAQs

How do I save Patchs requests to SystmOne?

Patchs requests are saved to SystmOne when you finish a request and click 'Complete & save to clinical system'. Please see here for more details: Saving messages to your clinical system

Before you can save requests to SystmOne, there are a few things which need to happen:

1. The Patchs SystmOne Agent must be set up and running on your Gateway machine. The steps for doing this are described here.
2. The patient in Patchs must be matched against your practice list. If the Patchs SystmOne Agent is running when a patient registers then this will happen automatically as long as the patients first name, last name and date of birth match the patient's record in SystmOne.
3. If you see a message saying 'Searching for patient in clinical system...' (please see screenshot below) then the patient has not yet been matched. Check that your Patchs SystmOne Agent is running and click the 'Try again' button to retry the match.
   
4. You should choose 'Complete message & save to clinical system' when completing the request:
   

Why does the Patchs SystmOne Agent need to be running at all times?

For Patchs to connect to SystmOne, a small piece of software called the Patchs SystmOne Agent needs to be running on your practice's Gateway machine and someone needs to be logged in to SystmOne on the same machine.

If the Patchs SystmOne agent isn't running, or SystmOne is not logged in, Patchs will not be able to match patients against your practice list or save requests to SystmOne.

Which user should I use to log in to Windows on the Gateway machine

Many practices have a single 'generic' user (sometimes called 'Reception', or 'Visitor', or 'TPP') which everyone who uses the Gateway machine can log in as. If this is the case for your practice then this is the user you should log in as on the Gateway machine to run the Patchs SystmOne Agent.

If you do not have a generic login then any user can run the Patchs SystmOne Agent. However, only one user should run the agent at a time. One user should be logged in and running the Patchs SystmOne Agent at all times, otherwise Patchs will not be able to connect to SystmOne.

Which user should I use to log in to SystmOne on the Gateway machine

Patchs can connect to any logged in user as long as they have 'Retrieves Patients' and 'Saves Records' in the Local Access Rights setting in SystmOne

If the user who is logged into SystmOne on the Gateway machine does not have these Local Access Rights then Patchs will not have permission to connect to SystmOne.

What happens if the Gateway machine is accidentally switched off or the Patchs SystmOne Agent is not running

If Patchs cannot connect to the Gateway machine (for example if it is not switched on or if the Patchs SystmOne Agent is not running) then patients will not be automatically matched against the clinical system. Patients who register with Patchs while the Gateway is off will be shown as 'Unknown' (a yellow '?') in your patient list:

You will also see a the following under the patient's registration status:

When you complete a request and select 'Complete and save to clinical system', Patchs will put the request in a queue to be saved to SystmOne when the Gateway is next switched on.

When you have switched the Gateway back on and restarted the Patchs SystmOne Agent you will be able to retry patient matches by clicking the 'Refresh' button shown above. Any pending requests that have not yet been saved to SystmOne will be retried, but this may take several hours.

What happens if there is an error which stops Patchs from saving to SystmOne

If Patchs cannot save to SystmOne due to an error it will send an email to the email address specified on the Edit Practice page. The email will contain a PDF attachment detailing the request.

How do I know if the Patchs SystmOne Agent is running and SystmOne is logged in on the Gateway machine

All staff users at your practice can see the current status of the Patchs SystmOne Agent at the top of the Patchs website:

A green tick shows that the Patchs SystmOne Agent is running and SystmOne is logged in.

I can see the green tick but I still can't save requests to SystmOne

There are some situations where the green tick shows but there are still problems saving requests to SystmOne. If you see the green tick but still cannot save to SystmOne, please do the following:

1. Check that the request is from a patient who has been matched with SystmOne. 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 that the user logged into SystmOne on the Gateway machine has 'Retrieves Patients' and 'Saves Records' in the Local Access Rights setting in SystmOne:
   
3. If the request is still not saving to SystmOne, close the Patchs SystmOne Agent on the gateway machine and open it again.