Patient Records

Patient Record Not Found

Problem: Searching for a returning patient doesn’t return any results, even though they’ve visited before.

Possible Causes

Search used a nickname or misspelled name instead of the registered legal name.
Patient was registered at a different facility/branch in a multi-facility setup.
Phone number was entered with a different format (e.g., missing country code).
Record was merged into another patient profile after a duplicate cleanup.

Search by phone number or Medical Record Number (MRN) instead of name.
Check the facility/branch selector if you operate multiple locations.
Try searching with and without the country code.
Ask an admin to check Patients → Merge History if the record may have been merged.

Error Message	Resolution
"No patient found" on a known returning patient	Search by MRN or phone number rather than name.
Duplicate patient records	Ask an admin to merge them via Patients → Merge Records — never delete one manually.

Tip: Always search by phone number or MRN first — name searches are the most error-prone.

Merging combines appointment and billing history into the surviving record; nothing is lost.