The patient is unable to create an account; an error message informs them that their file is not found.

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Kathleen Kelly
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The patient is unable to create an account; an error message informs them that their file is not found.

All information in an account must be identical: first name, last name, NAM and date of birth.

  • Check if the patient's name is spelled the same in the EMR and in PetalMD (eg Philippe vs. Phillip vs. Philip vs. Phillippe).
    Solution:
    Make the correction in the EMR and then synchronize the account in PetalMD.

  • Validate with the patient if he has correctly entered his first and last name in the right fields.
    Solution:
    Ask the patient to check and start again.