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Troubleshooting Patient Sync Issues

  • Updated

When your Electronic Medical Record (EMR) system is integrated with EngagedMD, it's important that your patients are synced between the two systems to allow for patient assignments to be sent. Sometimes, syncing patients can fail. In these instances, here are some troubleshooting steps to take to resolve common issues:

Within your EMR:

EngagedMD requires certain information be present on a patient (or related patient) to sync them to EngagedMD. Check your patient within your EMR and ensure this information is present:

  1. Patient (or related patient) ID
  2. Patient (or related patient) First Name
  3. Patient (or related patient) Last Name
  4. Patient (or related patient) Date of Birth
  5. Patient (or related patient) Email

If any of these fields is missing, your patient will fail to sync to EngagedMD. 

 

Patient Sync ID Matching:

EngagedMD syncs patients based on their patient ID. If a patient has an extra space, character, or anything else in their ID, the system will see the patient as a separate patient and create a new record. If you are finding that your patient is making a new record, carefully examine their ID in your EMR vs EngagedMD and look for any extra spaces or characters that could be causing the system to make a different patient record.

 

Patient Sync Emails:

Every patient in EngagedMD needs a unique email. When syncing patients, the system first looks at the patient ID to see if the patient already exists. Then, the system looks at the patient email: if the email already exists on a different patient (or related patient) record, the sync request will fail. 

If you receive an error message ("email is already in use") about a patient not syncing due to an email already existing try these steps:

  1. Find your patient (and related patient(s)) emails in your EMR plus their patient IDs
  2. Login to EngagedMD: search for the patient/related patient by their email(s) and find their patient IDs
  3. Compare the IDs between the systems & determine which IDs may not perfectly match

To resolve this issue you have a few options, depending on what is clinically appropriate:

  1. If the records should sync together, update the patient ID in EngagedMD to match the ID in your EMR. The records will now sync together.
    1. You can also update the patient email in your EMR to be a different email: this will allow the records to sync as long as that email is not associated with a patient record in in EngagedMD.

  2. If you need to make a new patient record and re-use the email, add "DNU" to the end of the patient email in EngagedMD. This will free up the email to be used on a new patient record. 

     

     

Still having trouble? Reach out to our support team and we'd be happy to help you determine the reason your patient sync is failing!

 

 

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