[Joshua Barrs]

Hi,

Thanks for your post. So that we can help you further, when you say it doesn’t work, what exactly do you mean? Is an error displayed at all?

 

[Joshua Barrs]

Hi Annecy,

Setting a patient as ‘Inactive’ is probably the best way of accomplishing this. As you mention, you can then hide them from grid views, or indeed reports if you wanted to. All of their data however would remain accessible for historic medical purposes.

 

[Joshua Barrs]

Hi,

This is a good question, and a topic that we come across regularly. Please see this link to our forum where we have explained a little more already.

https://pioneersoftware.co.uk/forums/topic/faq-402-which-antivirus-program-do-you-recommend-updated

[Joshua Barrs]

Hi coolumchiropractic,

Thanks for getting in touch with us!

It sounds as though the database has simply been removed from the list of databases inside ClinicOffice. To explain, ClinicOffice keeps a list of the location of all databases on your PC, but sometimes, after an update, it can loose this list, or indeed we have seen users accidentally remove the database from the list, so we simply need to tell the software where the database is again so that it can be used.

The default location for ClinicOffice data is C:\COv5_Data.

To re-add the database to your list, you will need to load up ClinicOffice to the log on screen, and click the ‘Manage Databases‘ button. Then Click ‘Add New Database‘ – ‘This Computer‘. You then need to locate the data. As mentioned above, unless you have changed it, the default location will be C:\COv5_Data.

If you see your database here, then select it, and press OK. The database will now have been re-added.

The only problem now is that any data you have entered since yesterday morning from your backup will not be in this original database, because you created a new one from a previous backup. You will therefore need log on to the backed up database to find and copy any information you have entered since yesterday, and manually re-enter it into your original database.

If however you cannot find your database, it could mean that it is either not located in the default file, or it has been deleted. Either way, this would not be something that ClinicOffice would have the ability to do without the user bypassing several warning messages, so hopefully, it’s just the case that it needs re-adding to the list.

Please let us know how you get on!

[Joshua Barrs]

Hi,

Is this happening across all of your PC’s or just the one? It sounds as though you may simply have a faulty mouse wheel/track-pad on the computer which is causing ClinicOffice to think you are scrolling up all of the time.

If you have a spare mouse, then please try that instead. It sounds like the most likely cause.

[Joshua Barrs]

Hi,

Thanks for the question.

There are no immediate plans to integrate with the Facebook platform in this particular way. I notice you mention CRM. Although it can be used to complete related tasks, ClinicOffice isn’t primarily a CRM system and is more focused on the Clinic management side of things. Having said that, we are always looking to expand the capabilities of the software, so it’s not something that we have written off completely.

[Joshua Barrs]

Hi Meli524,

Glad to hear you managed to get things looking how you wanted. Please let us know if you have any more issues.

[Joshua Barrs]

Hi Meli524,

Thanks for your post.

These kind of things can be very tricky to solve without seeing your screen directly. However, as far as I can see, it looks as though you have different diary views selected in those 2 images.

In your diary navigator (Right hand side of the screen) you do have 1 week selected on both occasions. This means the diary will show 1 weeks worth of appointments, however in the image labelled ‘Wrong’ you also have ‘Week View’ selected. (Top of the screen).

In the image labelled ‘Right-One’, you have Day view selected.

So although you are viewing a weeks worth of appointments in both cases, you are doing so in different views. I have re-attached your image showing the view settings to help. I hope this makes sense!

[Joshua Barrs]

Hi Sean,

Please see the example in this post:-

https://pioneersoftware.co.uk/forums/topic/how-to-set-a-default-town-city-for-new-patients

To access a “custom” control, you need to prefix the field name with “customEditor_”

For example, for a custom field called “my_custom_field” it would be :-
DevExpress.XtraEditors.BaseEdit ed = Editor.FindControl("customEditor_my_custom_field") as DevExpress.XtraEditors.BaseEdit;

[Joshua Barrs]

Hi Sean,

Thanks for your post.

Unfortunately there is no function for this action. This kind of thing would require direct manipulation of the database, and as such, is quite a complex request. The purpose of the ClinicOffice scripting engine is to allow our development team to make enhancements and tweak the software to suit individual requests. It has not been designed as a customer facing feature.

With this in mind, please could you email the full request along with a detailed specification of what you are wanting to achieve, and our development team will be able to complete the work for you. The address you need is info@pioneersoftware.co.uk

We look forward to hearing from you.

 

[Joshua Barrs]

Hi Meli524,

Thanks for your post.

The ‘Split Invoice’ feature has been designed to allow you to split an invoice across 2 separate contacts, but was never intended to work in the way that you mention. For example, if an insurance company agrees to pay a partial amount of the bill, and the patient needs to pay the difference, this is where the ‘Split Invoice’ feature is handy.

In your case, is there any reason why you couldn’t simply create the single invoice, set the due date as when it needs to be paid in full, but then take and allocate 50% of the payment at the time of creating the invoice. ClinicOffice will allow partial payments, and you would only need to create one invoice.

Hope this helps!

[Joshua Barrs]

Hi Meli,

We’re glad that has worked for you! If you are still having problems getting the report to show directly from the print option in the patient/appointment records (as you have mentioned above) then please let us know.

[Joshua Barrs]

Hi Meli524 – Thanks for your post.

What you mention is certainly possible within ClinicOffice. Please see instructions below:

• Go to the REPORTS AND TEMPLATES section of ClinicOffice
• Select NEW REPORT, then LAYOUT REPORT
• When the window opens, give your report a name
• Towards the bottom of the window, click the ‘Copy SQL’ button then select APPOINTMENT – APPOINTMENT LIST.
• Click ‘Ok’ and then the designer window will open
• You can then use the report wizard to create your layout report.

The location of the report wizard varies depending on the version of ClinicOffice that you have, but this will be listed in the ClinicOffice user guide that can be found under the help tab.

 

If you would prefer for us to create this report for you, then this is a service that we offer, but there will be a charge.

[Joshua Barrs]

Hi Emma,

Thanks for sending those detailed messages through.

The most likely cause for this is that your antivirus software is actually blocking the ClinicOffice update from running correctly.  Please can you try completely disabling it and re-running the update.

[Joshua Barrs]

Hi Longbo,

We are pleased to hear that you managed to resolve this. The ‘Check and Repair’ tool is exactly what we would have advised!

[Joshua Barrs]

Hi,

Thanks for your post.

The reply on the post you have linked explains how to do this.

Please see instructions copied below:-

[1] Go to PATIENTS database
[2] Right click on column headers that are unwanted (address1, address2 etc) and REMOVE COLUMN
[3] Once the MOBILE column is alone, right click, select EXPORT FOR MAIL MERGE and export in your chosen format.

[Joshua Barrs]

Hi Jon,

Unfortunately, I notice that you are using ClinicOffice Version 4, and this doesn’t support Google Calendar. This was a feature introduced into V5.

As Microsoft no longer supports Office 2007 with Windows 10, it looks as though upgrading to V5 may be the best solution. You would of course receive a discount on your upgrade cost for being an existing customer.

If you would like to go ahead, or have any questions, then please feel free to give our friendly sales team a call on 01205 205500 (Option 1) and they will be able to assist you.

[Joshua Barrs]

Hi Jon,

Sorry to hear that you are having issues with this. I’ve looked into this for you, and it seems that Microsoft do not officially support Office 2007 with Windows 10, so if you’re happy with using an alternative, then we would suggest using Google Calendar, as this works well.

All you need to do is Right-Click on your diary, and select Calendar Sync then Sync with Google Calendar. Then give ClinicOffice your Google email, and work your way down the options on screen.

Please let us know if you have any issues with this.

[Joshua Barrs]

Hi Laser333,

Creating a new database does not carry over appointment reminder rules. For a ClinicOffice rule to run, you will need to be logged on at some point during the day to that database.

It could also be that you have run out of credits. This can be checked from the SMS setup screen, under the VIEW tab, then Program Settings menu.

If you feel that have have checked the above, and reminders still aren’t being sent, then please let us know so that we can assist further.

[Joshua Barrs]

Hi Steve,

The reason you cannot see the patient category on the appointment/diary screen is because it is not an appointment related field. The other fields you mention (Treatment Type, Name, Appt Status) are all directly related to the appointment table. The patient category field sits in the patient table.

If you really need the diary to pull through patient category information, then please send an email with your request, and as much information as possible to info@pioneersoftware.co.uk so that we can have a look at the work involved.

[Joshua Barrs]

Thanks for your post.

We would recommend taking daily backups of your database, so that in the event of a database corruption, data can easily be restored with minimal loss.

 

[Joshua Barrs]

Hi Gdosteopathy,

Thanks for your post, please find the answers to your questions below:-

1, If you use a rule to create letters, then when you run the rule, upon completion there will be a new button appear at the bottom of the window that allows you to view/print the created documents. ClinicOffice only stores them temporarily. For letter creation, the system has been designed to allow you to run the rule, print the letters, and once done, they are deleted ready to make space for the next group of letters you wish to create.

2, Currently, there is no way to send attachments via an automated rule. This is being implemented into version 6 of ClinicOffice.

[Joshua Barrs]

Hi Eniola,

When you are selecting to back up the database, what level of compression are you using? Please can you select ‘Normal’ if you are not already doing so and see if that goes through.

[Joshua Barrs]

Hi Resilience,

Apologies for the delayed response.

There is currently no way to ‘archive’ financial data. We would recommend in this case that any time you are searching on financial data, use the date filter that allows you to search on ‘On or After’ a certain date. That way, everything will be filtered for you.

[Joshua Barrs]

Hi David,

Apologies for the delayed response.

Do you have any more information on the error being displayed? Error code 500 is a very broad message and there’s not much that we can do with that information. Any other part of the message would be helpful along with a screenshot if possible.

[Joshua Barrs]

Hi Eniola231,

Sorry to hear you are having problems with this. The most likely cause is that the data hasn’t quite been formatted correctly for ClinicOffice to recognise it. Please use this link to view some demonstrations of how the data needs to be formatted: https://pioneersoftware.co.uk/files/cov5/import_samples/

[Joshua Barrs]

Hi gdosteopathy,

Thanks for your post. You can change the name yes, but the process to do this depends on which version of ClinicOffice you have.

If you have the Local Edition (Start-Up/Pro) then please do the following:

1. From the PC that hosts your database, open Windows file explorer.
2. Locate the COV5_Data folder. (Usually this is located under C:COv5_Data)
3. Open the COV5_Data folder and locate your database.
4. Right-Click and rename the file to the desired database name.
5. Re-Open ClinicOffice and from the log on screen, select ‘Manage Databases’.
6. Click ‘Add Database’, ‘This Computer’ and locate your newly named database.
7. Make sure you can log onto the database, and then remove the old name from the list.

For Server Editions the database can be renamed using pgAdmin.

**One word of warning** Changing your database name can cause problems for your Pioneer Software backup program. If you are not sure what to do or how to reconfigure or check this, please give us a call on 01205 205500 and we can assist with the process.

[Joshua Barrs]

We are pleased to report that this issue has now been resolved. It was being caused by incorrect SMTP details being entered into ClinicOffice for anyone else that might be having the same issue.

[Joshua Barrs]

Hi,

Sorry to hear you are still having issues. As my colleague mentioned, you will need to upload a copy of your database to us so that we can take a look for you. To do this, please click the link below, and follow the instructions.

https://pioneersoftware.co.uk/forums/topic/faq-301-how-do-i-upload-my-database-to-your-ftp-server

[Joshua Barrs]

Hi,

Thanks for your post. We have confirmed that we currently do not support SMS in this location, and have issued a refund for the credits that you had purchased.

[Joshua Barrs]

Hi,

Thanks for that screenshot.

There are a few options that we would suggest working through.

Firstly, please could you try using a different email provider. It may be that the one you are using with ClinicOffice is for some reason no longer accepting 3rd party email requests.

Secondly, please can you check that the email addresses that you are trying to send reminders to are correct. This message may appear if the domain is incorrect. For example, joebloggs@gmailxyz.co.uk would not be a valid gmail address.

The third option if you were on our support plan would be to give us a call so that we can connect in remotely to assist you. If you are not on our support plan, then there is an option to pay a one-off support fee. The number to call would be 01205 205500 (Option 2).

We look forward to hearing back from you.

[Joshua Barrs]

Hi,

Apologies for the delay in coming back to you. This kind of message is very difficult to solve unless we can see the full error string ourselves i’m afraid. The next time it pops up, please could you press the ‘Email Error Report’ button.

Alternatively, if you are on our support plan, you can give us a call directly and we can connect in remotely to assist you with this. We look forward to hearing from you either way!

[Joshua Barrs]

Hi Martyn,

There are a couple of ways that you could achieve this, but it really depends on how you plan to use the data.

If you need it to simply extract a list of emails/mobile numbers from the clients specified then this is very simple to do. Just go to the diary grid view, or run an appointment list report, and specify to show all appointments on or after 01-01-2018. This will display patients multiple times for a couple of reasons but it doesn’t matter, because you can select all records using CTRL+A on your keyboard, and then right-click, extract emails and ClinicOffice will remove any duplicates automatically.

If however you simply need a list of all patients who have had an appointment after a certain date regardless of the appointment type and you only want each patient to show once on the list even if they have had more than one appointment then we will need to look at creating a custom report for you. (Hopefully we should be able to tweak a current ClinicOffice report to suit your needs.) If this is the case, then please email your request along with as much information as possible to info@pioneersoftware.co.uk and someone will be in touch as soon as possible.

[Joshua Barrs]

Hi Clive,

Apologies for the delay in replying. We have been discussing how we might accommodate this request, however we feel that there is not a need for a specific function to handle the deletion of personal data, due to how GDPR interacts with the medical sector and ‘The Right to be forgotten’.

Please see this excerpt from the ICO regarding Medical/Healthcare Organisations:-

How are medical and dental records affected by the right to erasure?

There is no absolute ‘right to be forgotten’.

People can ask for their personal data to be erased – but only when there is no compelling reason for its continued processing.

Requests will have to be assessed on their own merits. However, care providers, for example, will likely have a very good reason for processing much of the personal data they hold for the purposes of providing medical care.

More information from this article can be found here:- https://ico.org.uk/for-organisations/uk-gdpr-guidance-and-resources/

In light of this we feel that the need for the deletion of personal data would be a rare event if at all, and therefore to manually ‘X’ any personal information on records that call for this on occasion is what we are recommending for now.

Future development will include functionality to erase all identifiable data, but for now, we feel this is sufficient.

[Joshua Barrs]

Hi Lucy,

Thanks for your question.

We are indeed aware of the need to implement this feature directly into ClinicOffice, and this is due for release in our next update. It will allow the user the option to choose whether to send emails as an encrypted format or to send normally.

This will of course be released before the switch over date for GDPR in May of this year.

[Joshua Barrs]

Hi Adam,

Thanks for your post.

I’m afraid the honest answer is I don’t know. If the firewall is blocking ClinicOffice from running at all then we can help you, but it looks as though you just need some help configuring ESET, in which case we don’t provide support for this.

If the issue is ClinicOffice related then we will do our very best to help, but when it comes to third party antivirus/firewall systems, we find it best to speak with the provider of those services, as they will know their product far better than we will!

[Joshua Barrs]

Hi Phil,

Your laptop should have picked up the update as soon as ClinicOffice launched. This link however is the one you need for 1085:- https://pioneersoftware.co.uk/files/cov4/update_v4_1085.exe

You should be able to log on as soon as the database versions match up.

[Joshua Barrs]

Hi Kazumi,

Thanks for your post.

I’m afraid I’m not too sure what you mean by ‘changing the format’ of CODE.

The ‘CODE’ field in the patient record screen is already configured to automatically count upwards as you add new patient records to your database. The field simply works by looking for the highest patient code value in the database, and then adds 1 to it.

(1, 2, 3, 4… OR 6547, 6548, 6549 etc…)

Do you mean you want 4 zeros to appear before the figure? (00001, 00002, 00003…) If so then unfortunately this is not possible as the field is numeric. Even programs like Microsoft’s Excel do not allow this and would shorten 00001 to 1.

[Joshua Barrs]

Hi,

Thanks for those details. The next time the error appears, please could you click the ‘Email Error Report’ button. This will allow us to dig through the code and find the exact point at which the error occurred.

Apologies if you have already sent it, I did look through our error logs and couldn’t see anything relating to your Clinic.

Please also send through as many of them as you can, because it may be that this error does not happen because of something inside Clinic Office, rather it is being caused by another program such as your anti-virus, and so if we were only to see one of the errors, we wouldn’t be able to get the full picture.

We look forward to hearing from you.

[Joshua Barrs]

Hi,

Thanks for your post.

That error is a Windows message, and one that usually appears when your PC runs out of RAM (Memory needed for your PC to multi task. Do you know the specs of the PC and the age?

Please see this link to our recommended specs for ClinicOffice https://pioneersoftware.co.uk/co-specs

If you are on our support plan, then you can give us a call and we can connect to the PC to demonstrate the problem.

Alternatively please feel free to reply to this post if you have any more questions on the subject.

[Joshua Barrs]

Hi Phil,

Thanks for your post.

This link to our website contains the 1079 update for ClinicOffice V4.
https://pioneersoftware.co.uk/co-updates

This should resolve the password issues that you are having, but if not then please feel free to get back in touch. It’s always good habit to update your server PC (ClinicOffice database) first for this reason.

[Joshua Barrs]

Hi Moira,

By “Labels”, I presume you mean address labels for your patients? If so, then the best way to do this is to go to the Reports and Templates section of ClinicOffice and locate the “Inactive Patient Report”.

Then using the search criteria, specify for appointments that happened over 6 months ago. You will then be shown a list of patients. From here, single left click one of the records to highlight it in blue, and then press CTRL+A together on your keyboard. This will highlight every record.

Then Right-click on the grid, select Patient/Contact, and then “Run Report/Tempate”. Under “Letters”, you will find an “Address” template. Select this, and ClnicOffice will extract all addresses. You can then print/save these.

[Joshua Barrs]

Hi jrdavies,

ClinicOffice has the ability to add individual documents to patient files, but unless you have the documents and scanning module, you will be limited to 3 per patient.

To add a document, simply open the patients record, and go to the “Documents” tab. From here, you will see an “Add files” button. If you press this, you will be taken to the local folder system on your PC to choose the document to add.

ClinicOffice will allow Microsoft Word documents, and if you are running the local edition of ClinicOffice, then Word can be used to open them, however if you are one of our hosted customers, then a pdf would be the more desirable option.

[Joshua Barrs]

Hi rhcrc,

Apologies for the late reply. Do you normally use Outlook for emails or is it usually ClinicOffice that you use?

Settings for these can be found under the VIEW tab in ClinicOffice, then PROGRAM SETTINGS. At the bottom of the window that appears, you should see some different options that allow ClinicOffice to handle email requests differently. It might be an idea to try changing between these 3 options to see if it resolves your issue.

[Joshua Barrs]

Hi Lucky,

Could you please help me to understand how this problem is related to ClinicOffice. Are you using OpenKM to view ClinicOffice documents on your server?

I’m afraid we don’t support either OpenKM or VMware so it would be a little difficult for us to offer any assistance with those applications, but if the problem is with ClinicOffice then we will do our very best to help!

[Joshua Barrs]

Hi,

Thanks for your post.

Yes this is possible, to delete a preset, simply select it, then open the selection menu again as shown in the picture, and select “Delete Preset“. It should then be removed from your list.

[Joshua Barrs]

Hi,

Thanks for your post, and apologies for the delay in replying.

The things that you mention can be accomplished already inside ClinicOffice. For your list of appointments that have not been marked as “Completed”, you can use the diary Grid View”“. To switch to grid view, open the diary and click the blue link next to the diary settings button. (Top left) From here you can specify your search for appointments based on their status.

For the second report, things become a little more tricky, but again the software can handle this. Firstly, payments are not linked to appointments, however, invoices are of course linked, so to track appointments without a payment, we need to track outstanding invoices. As you mention that it would be the “Patients without a payment” that you’re interested in, the best report for this would be the “Outstanding Invoices” report. This will show you all invoices within a date range that you specify that are not paid, and the patient that they belong to.

Hope this helps!

[Joshua Barrs]

Hi,

Thanks for your post.

This can happen for any number of reasons and is usually caused by a misconfigured visual setting, or you have not selected the correct diary view. It is impossible to have the patient data synced without having the appointments in the database. The options on the right hand side of the diary screen allow you to switch between room/staff views and to select which staff to display, so try changing a few of these settings first.

If you still cannot see appointments then if you open a patient record and go to the appointments tab, then right click on one of those and select to “locate in diary”, this will show that the appointments do exist in the database. From there it’s simply a case of finding the setting that is responsible.

If you are on our support plan please feel free to give our helpdesk a call on 01205 205500 (Option 2) and we will be able to connect in and take a look for you.

[Joshua Barrs]

Hi,

Thanks for your post.

The contact journal does have a print function, but firstly you will need to make sure that you have the option to display everything ticked. To do this, open up a contact journal from any record, and click on settings. (The little cog icon.)

Click the drop-down menu under “Show Activity”, and select EVERYTHING. Once done, right-click anywhere on the journal, and select the print option.

The very first time you do this, you will need to enable the “Preview” option so that the notes will show. To do this click the Options button within the Print Preview screen and make sure Preview is ticked. Click Apply and OK. This setting will be remembered the next time you print from this session.

[Joshua Barrs]

Hi,

Thank you for your post.

The WACOM STU-300B is still available from Steadlands, and can be purchased from this link:

The scanner itself plugs directly into your PC via USB, and is recognised by windows automatically. From there you will need to right-click on your document template (i.e. Letter to Patient) and select Edit Template. If you go to the Insert tab you will notice that there are two buttons for the signature: Capture Signature and Signature Point.

Capture Signature allows you to insert a signature straight to the current template. So this would be used if you are a practitioner for example putting a signature to your name.

Signature Point will allow a signature to be entered once you have merged the letter document with the patient’s details. So this can be used when you go to print the letter and take a signature from the patient for example on a consent letter perhaps.

If you click the Capture Signature button the signature window will open. You can now enter in your signature on the WACOM device and when finished click the OK button on the Capture Signature window. Your signature will now been entered and appear on the document template.

If you click the Signature Point instead it will insert some bold text, highlighted in yellow, onto the template saying “[SIGN HERE]”.

If you now save the template and run the letter by either double clicking on it via Reports and
Templates or by selecting it from the Print menu within a patient’s record this will show you the merge results of the letter. On this screen there is a button on the ribbon bar called “Sign and Save”. When you click this, the document will go into a print preview mode and the Capture Signature window will appear as well.

The patient will then be able to enter in their signature on the WACOM device. When you click OK it will save the signature to the document.

I hope this all makes sense!

[Author]

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