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Hi Jodie,
Thanks for the picture and additional information. There isn’t any function in ClinicOffice that allows notes to be in an unlockable state just for one record, so it’s possible that some kind of outside source on that computer has effected the database in some way whilst that record was open.
To assist further with troubleshooting the cause of this, we would need a remote connection to your computer. Our records indicate that you have chosen not to be on our support plan, so this would mean a one off support instance of £35+vat. If you wish to go ahead with this, please give our support team a call on 01205 205500 (Option 2).
Hi DebbieHarris,
Currently, all access levels for the web add-on follow whatever access has been set for the same staff member in the main application. We do have a wish-list item to allow turning on/off web access separately that will be added soon.
Hi DebbieHarris,
Documents can be stored in many different places within ClinicOffice, so instead of preventing them from being deleted, you choose which areas that documents should be accessible from. Each of the document tabs within the Patient/Contact/Staff record editors are a separate access right.
Documents can also be stored in Clinical Notes, and in this case whether or not someone can delete them depends on their Clinical Notes Editor access. Anything other than full access here won’t allow the document to be deleted.
Forms are created within the form designer, and there is a separate access right for the form designer that’s either on or off.
Hi DebbieHarris,
Thanks for your post. This kind of issue is really difficult to resolve via the forum. Please could you give our support team a call so that we can connect in remotely look at the problem with you directly.
01205 205500 (Option 2)
Many thanks!
Hi DebbieHarris,
What date is it that you’re trying to import. Is this a date field that exists on the patient record already? It might be easier if you give our support team a call so that you can show us what you require via screen connect.
Many thanks!
Hi DebbieHarris,
Thanks for reporting this. Unfortunately we can’t reproduce this here, so please can you give our support team a call on 01205 205500.
Many thanks!
UPDATE – The customer contacted us directly about this, and the issue has now been resolved. It was being caused by a corruption on the filestore table. No important data was lost.
We do see this from time to time on file-based database engines where Windows updates, Anti-Virus or other software interferes with the operation of ClinicOffice. This is why newer versions of the software use a different type of database engine.
Hi Yildiza – Thanks for your post.
When you say that the check and repair has not been working, what exactly do you mean? Do you see an error when it runs?
Hi,
There is currently no integration with Facebook for this. Although we can create reports designed to display data for marketing purposes, ClinicOffice is geared more towards the Clinical side of things than rather than being a dedicated CRM solution.
Hi,
Thanks for your post.
This is something we have looked into previously, however something few people realize is that WhatsApp do charge for their service in an environment like this. For this reason, we have no immediate plans for integration.
Hi activelife,
Thanks for your post – This will almost certainly have been caused by an update to the graphics/display drivers on your PC. These often happen in the background as you are using your computer, and when they have finished installing, they stop and start themselves hence the screen flicker.
Although this is completely unrelated to ClinicOffice, it sounds like the display drivers restarted just when ClinicOffice needed them, hence the error and the crossed lines. Simply restarting the software should do the trick.
Regarding the out of memory errors, this is normally due to the size of a growing database exceeding the capabilities of the database engine. This is only the case with older versions of ClinicOffice, and on the Start-Up/Pro Editions. The Server Edition is better equipped to handle larger databases.
If you are using the Pro/Start-Up version, upgrading to the Server Edition will prevent that error from appearing as your database gets larger.
Hi,
Thanks for getting in touch.
This almost sounds as though a virus checker of some kind is interfering with the installation process. Because this is related to updating the software, if you wanted to give our support team a call on 01205 205500 (Option 2) then we would be more than happy to help troubleshoot the issue over the phone with you.
Hi Anne,
I’m afraid this isn’t something we are considering at the moment. It’s not really a feature that gets requested heavily enough to warrant allocating development time. Also of note is that most smartphones now have capabilities that allow them to detect dates/times contained within texts/emails, and automatically add them to calendars with only minor inputs required from the user.
This combined with the first reason means that we are unlikely to consider adding the feature any time soon.
In the unlikely event that you select the option to change over from TextAnywhere to our service by accident, or you change your mind, then you’ll need to follow the steps below to reverse the process.
From within ClinicOffice, click on the TOOLS tab on the top left of the screen, then click on ‘Adavanced DB Operation’.
In the window that appears, clear out any text, then copy/paste the following.
delete from setting where section=’PioneerSMS’
Click OK.
This will revert your database back to TextAnywhere.
Hi Brad,
The error message that you have attached means that something on your computer is directly interfering with the ClinicOffice database service.
As I’m sure you would agree – both in this case and with the performance issues – if ClinicOffice were to blame, then we would be receiving hundreds of support calls each day.
We are still willing to help, but because the problem is specific to your set up, indicating the extreme likelyhood that it relates to a piece of hardware or software running on that particular PC, for us to offer further support other than the suggestions already on this forum would require a direct connection to your server computer.
Unfortunately you have chosen not to take out any support with us, so whilst we would still be happy to help, you would need to pay a one-off support fee for that, or consider joining the Support Plan.
Hi Brad,
Pleased to hear that’s worked for you with the Anti-Virus. It’s difficult for us to recommend AV for use along side ClinicOffice due to the dynamic nature of it all, and the fact that a single update to their software can cause problems.
At present, whilst our hosted platform operates with data centre level security suite software, many of our staff are very happy with Windows Defender for their personal computers.
Regarding the ‘Laggy performance’ you are experiencing on the client PC’s, this is very difficult for us to diagnose without having a direct connection to both the server & the client machines. The problem will be either network or hardware related, just for the reason that if there were a software problem, we would see the same issue across multiple users.
To diagnose any further we would need to run disk I/O and network transfer tests that would reflect the kind of traffic ClinicOffice would be expected to generate. Unfortunately you have chosen not to take out any support with us, so whilst we would still be happy to help, you would need to pay a one-off support fee, or consider joining the Support Plan.
It’s also worth mentioning though that even if we were to connect in, whilst we can assist in locating the problem, we are limited with what we can do to solve it remotely when it relates to a hardware or a network issue.
We would still strongly encourage – even if it’s just for a testing period – that you try a wired network connection with one of the PC’s to rule that out completely. Even the most advanced Wi-Fi technologies can suffer from interference and file degradation, both of which are unlikely to be picked up in a standard ping test.
Hi Coolumchiropractic,
We are sorry to hear that you have been having one or two issues with using ClinicOffice, and can understand how these would be frustrating. We can see that you own the Professional Edition of ClinicOffice, so the software is installed on your own hardware.
Firstly, the best way to troubleshoot slow & laggy performance on your networked PC’s is by process of elimination. Networked PC’s with ClinicOffice will appear slow when they aren’t getting requested data quickly enough from your server. This can happen for 2 reasons…
- The Server hardware is struggling to keep up.
- The internal network that ClinicOffice uses to communicate is slow, or intermittent.
If the software “was working fine” as you say on the server PC but very slow and laggy only on the networked PC’s, this tells us that the software cannot be the problem, and neither can it be the server. If it was, then there would be persistent performance issues accross all devices. This would indicate then an issue with the network that ClinicOffice uses to communicate with your server PC. This is further supported by the fact that the same problem has reoccured with new hardware, and that if there were a software issue or bug within ClinicOffice causing this, we would be seeing a number of error reports, and this isn’t the case.
Are each of your PC’s wired into your network, or are they using Wi-Fi? We would certainly recommend switching where possible to wired as this will always be the faster and more reliable option.
Regarding the database lost error that you are seeing on your Server, this is almost 100% a firewall or anti-virus issue. The Professional Edition of ClinicOffice uses a file based database engine that anti-virus can often interfere with. Please can you try disabling it, restarting the server PC, and trying again.
Please let us know how you get on with the above suggestions and if you need any further assistance.
Hi coolumchiropractic,
Have you tried connecting the devices through ClinicOffice using the internal IP address or have you only tried the PC name?
If you try the IP and this still doesn’t work, yet you can ping over command prompt, then this indicates a firewall issue preventing traffic from reaching your main PC. It could be 3rd party anti virus that’s interfering, or a Windows/Network firewall configuration issue.
Please try disabling all internal firewalls to see if this resolves the problem.
Hi Nazehm,
We actually have a report for this! Please see the link to the forum post below.
https://pioneersoftware.co.uk/forums/topic/xero-export-report
Hi Activelife,
Regarding the time scale of information needed, yes this is what we would recommend.
The password protection functionality showing within ClinicOffice does break when saving certain document types. Word does have it’s own built in password protection system that uses encryption, so we would recommend using that in this case.
Hi Jodie,
We don’t tend to recommend printing a screen directly out of ClinicOffice as the formatting is unlikely to work/scale correctly to A4.
For this kind of request, we built in a function called ‘Clinical Summary’. This can be found along the top menu within any patient record, and it generates a complete export of all patient information/notes/treatment history in a readable format.
You can then print the summary directly from that screen.
Thanks Jodie,
Apologies, I assumed AV Defender was just a generic term.
Please can you try temporarily disabling the anti-virus to see if this resolves the issue. We have seen this before. If that works, then whoever manages your anti-virus needs to add ClinicOffice and associated files into the exclusion list.
Hi Activelife,
Thanks for your response.
Although it may seem strange, the issue is still very likely anti-virus related. If you could kindly let us know the name of the anti-virus product, we will be able to test and hopefully reproduce the issue on our internal systems.
In this case, it doesn’t sound like the AV is actually blocking anything as such – hence nothing would appear within quarantine – rather it more likely has files locked while it scans which is preventing ClinicOffice from being able to access them.
We look forward to hearing back from you.
Hi Stevema,
We are so sorry for the delayed reply here. Please accept our apologies.
How do you plan on moving these patients over? If ClinicOffice notices duplicate patient codes within the same Clinic, it will offer to assign a new one when you try to save that patient record. If you are wanted to merge the 2 Clinics together in that same database then this is the process you would need to follow.
There is the option to allocate unique patient codes globally, however this can’t be done retrospectively.
Hi eniola231,
I believe this issue has been responded to via email and now closed, however just to update this thread, please see the response from our developers below.
“We can confirm that the SKYPE integration no longer works with the latest Windows SKYPE client program, which is most likely installed on your computer if you’re running Windows 10. We will be removing the Skype integration feature in the next program update.”
Hi Enny,
Thanks for your post.
Please could you let us know which version/build of ClinicOffice you are running. You can find this by going to the ‘HELP’ tab in ClinicOffice, then ‘About ClinicOffice’.
Please can you let us know the build number. (It will begin with a 10, or 11.)
Hi Stevema,
Apologies for the late reply.
In answer to your post, yes this is possible. Simply right-click on the diary time ruler to the left of the diary, and a list of pre-defined time intervals will appear. You can use this to quickly jump between intervals without having to change the default setting.
Hi mscrs1,
Please find attached to this response a modified version of the report to include the patients full address.
Hi LucyKS,
Many thanks for your post.
Regarding your first point, the easiest way to extract this information would be to use any of the invoice based reports already built into ClinicOffice. You would just need to select the ‘Recipient’ as the insurance company, and the ‘Patient’ as the patient the appointment was for in your search criteria.
Regarding your second point, to duplicate the physical invoices just wouldn’t be possible, because you’d end up with unbalanced financial information. However ClinicOffice does already provide access from any patient record to any corresponding insurance related invoices. It does this by showing a custom link to the bottom of the finances tab in the patient record. Any time the software sees that patient has invoices related to them that were paid via insurance, this link will show. It displays at the bottom of the tab, and is captioned ‘Other Invoices’.
Hi LucyKS,
The way the system would handle this as far as the patient is concerned is as a separate page. That way you could create 3 forms, but at the top of each one, you could put something like ‘Medical History Continued…etc’.
You could then at the bottom of each section pop in a label that says something like…
‘Click Next to move onto section 2 and to save your progress.’
When the patient then comes back, it would take them straight to section 2. (We know this is actually a separate form, but you can format it in such a way that it just looks like a continuation of the form.)
That way, it’s broken up a little for the patient rather than having just one long document.
Regarding improvements to the system, we don’t actually have anything planned at the moment, and so by extension, we don’t have any timescales to offer. This is just because other updates have taken priority, such as the online diary.
Hi LucyKS,
Thanks for your post.
In answer to your questions, E-Docs functionality was released as a priority to help facilitate as much of a contactless workflow as possible.
This was an evolution of our E-Sign feature, hence the current limitations, but yes, we are planning on adding to this, and we will continue to improve it on into the future. We just wanted to get that core functionality out there as soon as possible.
In the meantime, is there any way you could split the long document down into individual forms? Perhaps 3 forms breaking it down into 10 minute sections?
That way, when a patient clicks next to go onto the next form/section, this is automatically saved. If the patient comes back to it later, the section they have already submitted will remain saved.
Hi,
ClinicOffice does offer extensive import functionality via csv files as you mention, however this would really rely on whether Facebook itself allows for the extraction. If it does, then importing contact details shouldn’t be too difficult at all.
Hi Meli524,
Thankyou for providing the added detail. Knowing your end goal helps us to offer potential solutions.
We have many other Clinics operating with similar cancellation/DNA policies, but as with any full accounting package, (not just ClinicOffice) it is assumed that an invoice being raised means that money is owed at that point in time. The due date on the invoice would represent the latest that payment is required for that invoice.
Even in software that allows you to automatically schedule invoices in advance, these still technically aren’t being created until the client actually owes the money.
With this being the case, usually any implementation of cancellation/DNA charges would be handled via pre-payment requirements, and then issuing subsequent refunds/partial refunds ONLY if the cancellation meets your accepted requirements. This tends to apply in most cases to save having to chase unpaid invoices.
That being said, if you still wanted a custom script writing that will automatically match an invoice date to the date of a future appointment, then if you could please provide us with a contact email, one of our developers will be in touch regarding a quotation. You can reach us on the email below.
Hi Meli524,
My apologies, I misread your original post and thought you were referring to back-dating invoices rather than preparing them in advance.
Unfortunately there is no way to automate this. You can manually set the dates each time, but the system assumes an invoice is created for when the patient owes you money, and therefore the appointment must have been completed, or payment must be required from that point.
You do have the option to adjust due dates to a fixed number of days in the future, but again, you cannot lock due dates to the date of the appointment automatically.
To automate the process would require a custom script, ergo a charge depending on the complexity, however, the option to do that would not always be desirable anyway, as appointment dates can change, and therefore this would introduce the possibility of unwanted accounting discrepancies.
As mentioned though, you can still override this manually and set the dates yourself.
Hi Meli524,
Thanks for the question.
ClinicOffice actually already has this feature built right in. Providing you raise the invoice from the appointment (right-click on the appointment record/from within the appointment itself) then ClinicOffice will ask if you want to back date the invoice.
Selecting ‘Yes’ uses the date of the appointment for the invoice as well as the due date, rather than todays date.
Please let us know if you have any further questions.
Hi Clare,
We are pleased you have managed to solve the issue. We haven’t heard of that before, but glad it’s solved.
Hi,
Thanks for your post. Please could you provide a screenshot of the error message, as this will help us get an overall idea of what’s going on.
Hi coolumchiropractic,
Sorry to hear you are having problems connecting ClinicOffice up! The fact that your PC will connect to one ClinicOffice database on one computer and not the other suggests that this is a local PC issue, and not an issue with the software itself.
When these problems occur, the most likely cause is anti-virus or a local firewall. Please remember that when you UPDATE ClinicOffice, the signature of the .exe file will change, so your anti-virus or firewall will now see it as a different program and you may have to re-configure any exclusions.
Step 1 would be to disable your anti-virus and firewall software and try again. If that resolves the issue, you know what’s blocking ClinicOffice.
If the issue is still not resolved, then you may need to run a ‘Ping’ test between your computer and the main computer (the one that hosts the database), To do this, please follow the steps below.
- Open command prompt
- Type the following (minus the quotes) ‘ping MOORECHIRO-PC’
- (or whatever your PC name is) and press ENTER.
You should now see a reply coming back from that PC. If there’s no reply and it times out, then you know the issue is network-related and nothing to do with ClinicOffice. This would be something for your IT support to look into for you.
Please let us know how you get on!
Hi theaposit,
We are sorry to hear that you are having problems. It sounds as though your installation of ClinicOffice could have become corrupt. Sometimes this can happen with antivirus programs, or hard drive clean-up programs.
We would recommend uninstalling ClinicOffice completely, and then reinstalling. You can do this via this link:-
None of your ClinicOffice data will be removed during this process.
Hi Jodie,
To investigate further, we are going to need a copy of your database to upload and test back here. Please follow the instructions in the link below to do this. We will also need the patient code to be able to locate the record.
https://pioneersoftware.co.uk/forums/topic/faq-301-how-do-i-upload-my-database-to-your-ftp-server
Ok, so when you right click on the appointment, does anything appear on the right click menu at all? (Perhaps you could post a screenshot of the appointment, along with the right-click menu visible.)
Hi Jodie,
Does this happen every time you create an appointment for this patient, or just this once?
Hi sfphysio,
There are a few things to check in this scenario.
- Please make sure that you are actually connecting to the same database. We have seen users in the past thinking that they are, whereas in fact, they are using the Pro Edition instead of the Server edition, or vice versa, or they have more than one database on their host PC, and have selected the wrong one. So please make sure you are opening the correct version of ClinicOffice, and have the correct database selected.
- Levels of password encryption have changed over time with ClinicOffice, and so you need to make sure you are running the same build number on your new PC as that installed on your host. You can check this from the ‘Help’ tab, and then ‘About ClinicOffice’.
- Another thing to check seems simple, but you would be supprised how often we see it. Sometimes when a PC gets updated, or is reset etc, it’s keyboard gets converted to a different format, or, we have also seen users trying to use the number pad on their keyboard, only for us to show them that they have locked the number pad, hence the keys aren’t registering as expected. A good thing to try would be to type what you think the password should be onto a notepad, and see what actually appears on the screen.
Hi Cynthia,
The issue isn’t to do with the total number of licenses that you have, rather ClinicOffice is saying you only have 1 license on that PC, and it thinks you are trying to log on more than once.
We normally see this if you have more than 1 Windows user logged onto the PC at the same time, or if there is an old ‘Stuck’ ClinicOffice session on that PC.
You can use the ‘User Session Manager’ to terminate the session from that PC. For more information on how to use the User Session Manager for this purpose, please see the article below.
https://pioneersoftware.co.uk/forums/topic/faq-209-license-user-limit-reached
Hi Naz,
It sounds like you’re running the wrong version of ClinicOffice on some of your PC’s. You need to make sure that you are using the ClinicOffice v5 Server Edition shortcut rather than the standard ClinicOffice v5 shortcut.
You will need to do the same on any of the PC’s that you are seeing this issue on. You will then need to type in the name of your server PC and press connect. The PC’s will pick the license up automatically.
Hi Annecy,
The ‘Inactive’ status is set from within the patient record. The field that you need to locate is called ‘Patient Status’. When you click in this box, you will actually notice the option to ‘Edit List’.
This means if you wanted, you could edit the list, and create a new category called ‘Deceased’ and from the same screen, click to make that an ‘Inactive’ status also. This has the same effect as setting a patient with the standard Inactive status, but it would allow you to filter between the two if necessary.
Hi Coolumchiropractic,
We’re sorry to hear that you are having issues. Have you contacted us before about this?
There are a number of reasons why this could be happening, although it is important to remember that ClinicOffice cannot be the cause, as we have thousands of other users running the exact same program without any issues.
With this in mind, the top of the list of things to check would be your network. A good test would be for you to try and connect the troublesome PC to ClinicOffice via the internal IP address of the main PC, rather than using the PC name.
To do this, click on the Manage Databases button, ignore any errors, and then simply remove all databases from the list by right-clicking on them. You can then re-add them by selecting Add Database – Network and instead of entering the PC name, use the internal IP address. If this works, then we know there’s a network issue. We would recommend rebooting your router.
Please also make sure that you are using the correct versions of ClinicOffice on both PC’s. (Both Server Edition, or both Pro/Start-Up Edition.)
If ClinicOffice still does not connect, then please disable your anti-virus, and reinstall ClinicOffice to try again.
Regarding the drop-outs, almost every time that we see this, it is caused by intermittent network issues. ClinicOffice is a database application that requires a CONSTANT and LIVE connection. It does NOT work in the same way that your internet browser (Such as Google) works. Google does NOT require a constant connection, so intermittent drop-outs would go unnoticed.
If this only happens on the connecting PC’s rather than on the main PC, then this further backs up the likely-hood of it being a network issue.
If the main PC also drops, then this is almost certainly down to antivirus, and would be solved by disabling it.
Please let us know how you get on with the suggestions above!
Hi,
Please could we request that you send the report to us. To do this, you will need to locate the report under the ‘Reports and Templates’ section of ClinicOffice, and then right click on it, and choose ‘Export’.
Save the file to somewhere like your desktop so that you can find it easily.
Then attach it to an email, and send to info@pioneersoftware.co.uk.
Once we have the report, we will be able to do some testing for you.
