Common questions
Short answers to the things people ask most. Each one says where to read more.
Signing in and finding things
I’ve forgotten my password. What do I do? Ask the admin. They set a new one for you in Clinic settings, under People who can sign in. After too many wrong tries your sign-in is locked for a little while, so wait a few minutes or ask the admin. See Getting started.
A patient has brought an old receipt. How do I find the visit? Type the receipt number in Search everything at the top of the menu. It also finds patients, pharmacy sales, purchase orders and deliveries. See Getting started.
Where has the screen I used to see gone? The menu shows only the screens for your job, and only the parts your clinic uses. If a part has been switched off, it isn’t in the menu and its address shows a short “not in use here” page. The admin can switch it back on in Clinic settings, under Parts you use. See Settings.
Why does it say I don’t have permission? That screen belongs to another job. A receptionist can’t open the accounts, and a doctor sees only their own patients. If you need it, ask the admin.
Can I have a screen explained to me again? Press Show me around at the top right of any screen. It is a two-minute tour of that screen.
At the front desk
Why can’t I check this patient in? A patient can be checked in only when the visit is paid. If they’re paying by bank transfer, the transfer must be confirmed first, after the money is seen in the bank. The clinic works this way so that no fee has to be chased afterwards. See The front desk.
I booked the wrong time or the wrong doctor. How do I change it? On the Booking desk, Move puts the visit in another free time with the same doctor. For another doctor, cancel the visit and book again. A visit that was already paid must have its payment refunded before it can be cancelled.
I checked someone in by mistake. Can I undo it? Press Undo check-in on that visit and say why. The patient goes back to waiting to be checked in, and the money recorded at check-in is reversed. Checking in again records it again.
How do I charge for an injection or a dressing? Press Procedures on the patient’s visit once they’re checked in, choose what was done and take the money. A receipt prints. See The front desk.
Why is the fee lower for a patient who came back? The clinic has a follow-up rule: a patient who returns to the same doctor within a set number of days pays less, or nothing. The booking form says “Follow-up fee” and shows the normal fee and the date of the earlier visit. The admin sets the rule in Clinic settings. See The front desk.
How do I know who is waiting, and for how long? Open the Flow board. It shows every visit of the day, from expected to finished, with the time each patient has waited. A long wait turns amber, then red. See The front desk.
How do I put the token numbers on the waiting-room television? On the Flow board, find Waiting-room screen, press Switch on, then open the link on the television. See The front desk.
For doctors
I wrote something wrong in a note. Can I change it? A saved note can’t be changed. Write a correction: it sits beside the original, so there is always a record of what happened. The same is true of prescriptions and letters.
A vitals reading was typed for the wrong patient. How do I remove it? Press Strike out beside it and take the reading again. A struck-out reading stays on record, marked as a mistake. Only the person who took it, or the admin, can strike it out.
I called the wrong patient in. What now? Press Back to waiting beside them. They keep the time they arrived, so their wait isn’t lost.
In the pharmacy
Which batch will the Till sell from? The one that expires first, and never one that has expired. If the clinic keeps a safety margin, never one that expires inside it either. Nobody chooses. See The pharmacy.
A customer has lost their receipt. Can I print another? Open Sales history, find the sale by its number or the patient’s name, and press Receipt, then Print a copy. It is marked as a copy. See The pharmacy.
I rang up a sale for the wrong patient. How do I cancel it? Open the sale in Sales history and press Cancel this sale. The admin approves it by typing their own email and password. You can do this for a sale made on the shift that is open now. For an earlier one, use Return. See The pharmacy.
A second customer is waiting and the first has gone to fetch money. What do I do with the basket? Press Hold on the Till, serve the second customer, then Resume the first. See The pharmacy.
The shelf doesn’t match the stock on the screen. How do I put it right? Do a stock count: open Stock count and count each batch, and the admin approves the differences. See The pharmacy.
What is near expiry, and what is running out? Open Stock alerts. It lists expired batches still on the shelf, batches expiring in 30, 60 or 90 days, and products that are out or running low. See The pharmacy.
Where did this stock go? On Products and stock, open the product’s batches and press Movement history. Every delivery, sale, return and write-off is there, with the stock left after each.
The internet stopped in the middle of the day. Can I carry on? At the pharmacy Till, keep the page open and carry on selling. The sales are kept on that computer and sent when the connection returns. At the front desk, print the Day list for each doctor at the start of the day, so there is a paper copy to work from.
For the owner
Who changed this, or who opened this patient’s record? Open Audit trail from the menu. Every action is there in plain words, with who did it and when. Press Who has opened this record on a patient’s page to see that patient alone. Nothing in the trail can be changed. See Money and reports.
How do I take a copy of the clinic’s information away? Open Export data. Each list downloads as a spreadsheet, or everything as one zip file. Every download is recorded. Lists marked Clinical hold patients’ health records, so keep those files safe. See Settings.
Our clinic has no pharmacy, or no nurse. Can we take those screens away? Switch that part off in Clinic settings, under Parts you use. It disappears from every menu and can’t be opened. Nothing is deleted, and it comes back if you switch it on again.
The bank statement doesn’t match the accounts. Open Bank reconciliation, type the statement’s last day and balance, and tick what is on it. What is left explains the gap. See Money and reports.
Where is the cash book, or the bank book? Open Reports and choose Account ledger, cash book and bank book. The buttons at the top open the cash book of each desk and the bank book. See Money and reports.
How do I get a report as a PDF? Press Print on the report, and in the print window choose Save as PDF instead of a printer.
How do I pay the doctors at the end of the month? Open Doctor payouts, choose Last month, and press Pay on each doctor. Print the slip for them to sign. See Money and reports.
A doctor owes the clinic room rent. How do I take it off what they’re owed? On Doctor payouts, press Charge or extra on the doctor and choose a charge. It comes off what they are owed.
Can I get the day’s figures on my phone? Open Day closing. The day in a message has the day in a few lines; press Send on WhatsApp and send it to yourself or your partner. See Money and reports.
How do I check the day’s cash? Open Day closing. It shows what each desk took, how each drawer counted, and who took the money. When it looks right, press Close this day and nothing more can be recorded on it. See Money and reports.
Why does it say the day is closed? The admin has closed that day, so nothing more can be recorded on it. Record it on today’s date, or ask the admin to reopen the day from Day closing.
A wrong entry went into the accounts. How do I fix it? Entries are never erased. Use Correct an entry on Payments and expenses, which reverses it and leaves both lines in the accounts. See Money and reports.
If something looks wrong
A screen is empty or won’t load. What should I do? Check the internet connection and press refresh. If it still fails, tell the admin what you were doing and what the screen said. The admin can see what happened in the Audit trail.
The numbers don’t look right. Should I change them? Don’t delete or retype anything. Tell the admin. Corrections are made as new entries beside the old ones, so the history stays clear.