Today we allowed Dentrix to run an update. Afterwards we noticed that we lost the ability so see a patient's provider when searching. This occurs when searching on Appointment Book, Document Center, Chart, etc. I called customer service and the only workaround that I was given was to activate the "Simple Select" feature when performing a patient search.
Let me tell you a bit about my clinic...we are a clinical research facility that sees mutual patients from different locations. Last year, we closed one location, and patients were moved to another location. We spent a few thousand dollars and at least 40 man-hours to merge the two facilities together. However, patients that are duplicates (hundreds of them) cannot be merged together as one patient with x-rays and documents combined. We were asked to keep the old facility patient accounts under a provider code (ZZZZ) and attach them as family members to their current accounts in the facility that they were transferred to.
Now, since the update this morning, we are no longer able to search for patients and see their provider in the search results along with all the other information. Now, when I have duplicate patient names, I have no idea which one is the current and which is the legacy account. When contacting support, they suggested a workaround to use the "Simple Select" option. That solves the provider issue but now I cannot see preferred names, middle initials, or any additional patient information. Do you know how many Kevin Nguyen's I have?
This is a step back and a major disruption to our clinic and my staff's ability to properly run a schedule. I would not consider this an upgrade. I cannot be the only one to have this issue.
Will S.
