COMMON ISSUES AND TROUBLESHOOTING ON LINKAGE KEYS
- Scenario 1- Wrong DOB
- Scenario 2- Wrong/incorrect spelling in surname
- Scenario 3- Using old vouching/linkage key
- Scenario 4- No obvious reason
Scenario 1 – Wrong DOB
- Check DOB is same on EMIS & Dr. iQ
- Call patient
- Guide them to change their DOB:
- Tap on my profile
- My profile
- Edit, then change DOB screenshot
- Save
- Next, you will need to:
- Go to patient profile updates
- Approve the change
- Ask the patient to resubmit linkage key from their notifications tab
- Generate new linkage key if old one does not work (sometimes this is required)
Scenario 2- Wrong/incorrect spelling in surname
- Check Surname is same on EMIS & Dr. iQ (accents (é), hyphens and any spacing)
- Check middle name is not added to the last name on Dr. iQ
- Call patient
- Guide them to change their name:
- Tap on my profile
- My profile
- Edit, then change the name
- Save (tell the patient that they will be asked to upload a form of I
- Next, you will need to:
- Go to patient profile updates
- Approve the change
- Ask patient to resubmit linkage key from their notifications tab
- Generate new linkage key if the old one does not work (sometimes this is required)
Scenario 3- Using old vouching/linkage key
- Check last vouching on EMIS
- Any linkage key prior to the 30th April must be reissued
- Call patient
- Ask the patient if they are using Patient Access
- Tell patient they can only use either Patient Access or Dr. iQ (not both)
- Ask if they consent for their Patient Access account to be closed. Important: The patient will receive an email telling them their online access account has been closed, this is no cause for alarm
- Re-vouch the patient and issue a new linkage key
- Copy and paste the linkage key to Dr. iQ web (remove any spaces at end)
- Ask the patient to submit from the Notifications tab
Scenario 4- No obvious reason
- If you have checked the patient's details are matching, issued a new linkage key and closed the old patient access account (with their consent) and it still gives the patient an error message:
1. Close the account down again
2. Reissue linkage key
3. Send to patient ensuring any spaces are taken out
4. Ask the patient to submit
Access to medical records on app
- Finally, once you have linked the patient, please ensure you have ticked the appropriate boxes to ensure the right level of access is given to the patient, else they will face the following issue:
