[Support]

You will also need to update all references to that patient record. Please follow these instructions…

– Go to the Tools menu in ClinicOffice
– Click the Advanced DB Operation button
– Please remove any text present in the database operation window
– Click SELECT ALL to copy and paste the code below into ClinicOffice

update sms_in set per_id=1060511180833163968 where per_id=1060511180833163969;

update app set per_id=1060511180833163968 where per_id=1060511180833163969;

update appwait set per_id=1060511180833163968 where per_id=1060511180833163969;

update cas set per_id=1060511180833163968 where per_id=1060511180833163969;

update doc set per_id=1060511180833163968 where per_id=1060511180833163969;

update fileatt set per_id=1060511180833163968 where per_id=1060511180833163969;

update custom_patient_fields set per_id=1060511180833163968 where per_id=1060511180833163969;

update img set per_id=1060511180833163968 where per_id=1060511180833163969;

update inv set per_id=1060511180833163968 where per_id=1060511180833163969;

update inv set patient_per_id=1060511180833163968 where patient_per_id=1060511180833163969;

update alloc set per_id=1060511180833163968 where per_id=1060511180833163969;

update item set supplier_per_id=1060511180833163968 where supplier_per_id=1060511180833163969;

update link set ref_per_id=1060511180833163968 where ref_per_id=1060511180833163969;

update link set ref_cn_per_id=1060511180833163968 where ref_cn_per_id=1060511180833163969;

update pay set per_id=1060511180833163968 where per_id=1060511180833163969;

update per set refby_per_id=1060511180833163968 where refby_per_id=1060511180833163969;

update per set gp_per_id=1060511180833163968 where gp_per_id=1060511180833163969;

update per set resp_per_id=1060511180833163968 where resp_per_id=1060511180833163969;

update per set insurance_per_id=1060511180833163968 where insurance_per_id=1060511180833163969;

update per set invrecip_per_id=1060511180833163968 where invrecip_per_id=1060511180833163969;

update per set familyhead_per_id=1060511180833163968 where familyhead_per_id=1060511180833163969;

update po set supplier_per_id=1060511180833163968 where supplier_per_id=1060511180833163969;

update sess set per_id=1060511180833163968 where per_id=1060511180833163969;

update staff set per_id=1060511180833163968 where per_id=1060511180833163969;

update visnote set per_id=1060511180833163968 where per_id=1060511180833163969;

update credit set per_id=1060511180833163968 where per_id=1060511180833163969;

update pclog set per_id=1060511180833163968 where per_id=1060511180833163969;

update custom_session_fields set per_id=1060511180833163968 where per_id=1060511180833163969;

update custom_case_fields set per_id=1060511180833163968 where per_id=1060511180833163969;

update folder set per_id=1060511180833163968 where per_id=1060511180833163969;

update perpasswd set per_id=1060511180833163968 where per_id=1060511180833163969;

update recall set per_id=1060511180833163968 where per_id=1060511180833163969;

update custom_contact_fields set per_id=1060511180833163968 where per_id=1060511180833163969;

update company set primary_per_id=1060511180833163968 where primary_per_id=1060511180833163969;

update actlog set per_id=1060511180833163968 where per_id=1060511180833163969;

update ticket set per_id=1060511180833163968 where per_id=1060511180833163969;

update charge set patient_per_id=1060511180833163968 where patient_per_id=1060511180833163969;

update charge set invto_per_id=1060511180833163968 where invto_per_id=1060511180833163969;

update auxper set master_per_id=1060511180833163968 where master_per_id=1060511180833163969;

update cardsave set per_id=1060511180833163968 where per_id=1060511180833163969;

update hc_claimdefaults set per_id=1060511180833163968 where per_id=1060511180833163969;

update worldpay set per_id=1060511180833163968 where per_id=1060511180833163969;

update peracc set per_id=1060511180833163968 where per_id=1060511180833163969;

update sms_out set per_id=1060511180833163968 where per_id=1060511180833163969;

update consent2per set per_id=1060511180833163968 where per_id=1060511180833163969;

update consent2per_audit set per_id=1060511180833163968 where per_id=1060511180833163969;

– UNTICK the “Can Adjust SQL” box and TICK “As Administrator”
– Click the Execute button
– Click the OK and then Close

[Support]

Hi – thanks for the screenshots. I was hoping to see something obvious, but unfortunately, I’m not able to ascertain the problem from those screenshots. The most likely issue is that the two PCs are looking at different databases. Is it possible somebody did a backup/restore operation mistakenly thinking that would share or “sync” across the computers?

As regards the second error message you have posted, this simply means that the shared folder you are logging on to doesn’t contain a ClinicOffice database. You can check this for yourself by copying/pasting the UNC path (e.g. \SERVERSHARE) into the Windows RUN prompt.

You should be able to see all of the ClinicOffice database files, but evidently from that message the SETTINGS table (which will be the file “setting.edbtbl“) does not exist in the folder that you’re trying to log on to.

Q. So, what’s next?

I’m afraid it’s very difficult for us to know exactly what the problem is without connecting in remotely to your computers to investigate your network configuration and to see how the file sharing is configured and what the problem is. We could probably resolve the issue very quickly that way. Unfortunately, as you have decided not to join our Support Plan, this would require purchasing a Support Instance which is £35. If you’d like to do this, then please give us a call (or use the Online Chat facility on our website) and we’ll be happy to help.

Alternatively if you don’t wish to have any paid support and would like us to continue trying to assist free of charge via this forum, then please post as much information about your network as possible – specifically :-

– The network names of ALL the computers on your network
– Whether each computer is connected to the same network router and whether they’re wired or wireless
– The name of the server computer which hosts your database
– The FOLDER name on the server computer in which the database resides
– The SHARE name that you’re using on the server for the folder that contains your database
– The name of the computer(s) which are unable to connect across the network
– What error (if any) you get from the problematic computer(s) when you copy/paste the UNC path name (e.g. \SERVERSHARE) in to the Windows RUN command from those computers

Kind Regards, Support.

[Support]

Thanks for your post.

>> I had a check on the support PC, it appears that no appointments are synced.
>> There are no past appointments for any patients in their records. Finances
>> and item/stock are all synced. Any solutions from there?

Just to clarify – when you say ‘synced’ – what do you mean? Have you configured both computers to share the same physical database as discussed in this FAQ :-
https://pioneersoftware.co.uk/forums/topic/faq-102-how-do-i-share-a-database-on-my-network-cov4?view=all

If so, then there is no synchronization going on, rather both PCs are reading the exact same physical data so there is no reason why one PC would one would show appointments and one wouldn’t, unless you are looking at different diary views (or diary settings) as Josh suggested.

If this is still a problem and you’re certain both PCs are looking at the same database, please can you post screenshots of the diaries from both computers showing that one has appointments and one doesn’t. From the screenshots we may be able to discern what the problem is.

[Support]

Hi Steve – please see this report :-
https://pioneersoftware.co.uk/forums/topic/patients-with-appointment-count-report?view=all

[Support]

Thank you for emailing the error report. The error log indicates that the issue might be originating with a corrupt spam database which ClinicOffice uses to check whether incoming messages are spam.

This issue can occur if your AntiVirus checker is configured to directly check incoming emails at the same time as ClinicOffice, resulting in ClinicOffice being unable to access the incoming emails (since they’re locked by the AV).

You can reset the spam database in ClinicOffice by following these instructions :-

[1] Make sure that all other users are logged off ClinicOffice
[2] Click TOOLS | ADVANCED DB OPERATION
[3] Copy and paste this code :-

delete from filestore

[4] Click EXECUTE
[5] Close the ‘Advanced DB Operation’ window

After this, please try logging off and logging back on to see if that has resolved the problem.

[Support]

Hi Sacha,

Thanks for your post. ClinicOffice v6 (currently in development) includes a “Treatment Plan” feature. In addition to allowing you to template a “series” of treatments for patients, it also allows you to allocate a treatment plan to an alternate invoice recipient, such as an insurance company and you can also specify a monetary “allowance” which will show a warning when exceeded.

We don’t have an official release date for COv6 date, but we’re working hard on it at the moment.

Kind Regards,

Support Team

[Support]

Hi Eleanor,

Thanks for your post and sorry to hear you’ve been experiencing connection issues. Your account is hosted on our SPACE6 server which is shared with a number of other clinics.

I can indeed see that there have been connection drops on your account, however the server itself is not reporting any faults and has had 100% uptime for several weeks, plus I can see that other clinics have been logged on all day today (for 6+ hours) with no drops. This would tend to indicate that the disconnect is happening at your end rather than at the server end.

The first thing that we’d recommend is following the instructions in this FAQ which has successfully resolved RDP connection issues for a number of customers :-
FAQ 501: ClinicOffice Hosted Connection Dropping

If the problem persists after following those instructions, please get back to us and we’ll investigate further.

Many thanks!

[Support]

Hi – thanks for your post.

Please try re-downloading and re-installing update 1091. We did a ‘silent’ update on 1091 to fix this issue which affected a few of our customers.

[Support]

OK – so this means that either :-

[1] your two computers are not connected to the same physical local area network (LAN)
[2] there is something wrong with your LAN
[3] a firewall / anti-virus program is blocking the connection

Once the network problem is solved and the two computers can communicate, ClinicOffice will work fine.

[Support]

Hi – thanks for your post.

>> 1. Do I have to pay every time I encounter this sought of problem?
If you do not wish to join our Support Plan, then yes you would need to pay for each “instance” of support. An instance of support is when you ask us to help with a specific issue. It may be that a single support instance covers multiple remote sessions / telephone calls / emails to resolve it. Once that issue is resolved, the support instance is completed and should a future issue arise, you would need to purchase another instance of support.

Of course, if you join our Support Plan, then you are entitled to unlimited support instances :-
https://pioneersoftware.co.uk/cosp

>> 2. Do I get a refund if you fail to resolve the issue remotely?
If the problem is our fault, then we will fix it. However, if we identify that the issue is caused by a problem beyond our control e.g. with your hardware, your Windows environment, some other software prorgam (e.g. a anti-virus / firewall etc.) and we are unable to fix it, then we have still done our job and located the cause of the problem and we will give you advice as to what to do next, hence there would not be a refund.
The only time that a refund would be offered is if we are unable to resolve the problem and we have no idea as to what the cause is or how to resolve it.

>> 3. What is the modality of Payment?
Please contact our helpdesk and we can take payment over the phone or via a secure payment link.

I hope this helps to answer your questions!

[Support]

It might be that your database has become corrupt. Please see this FAQ :-
https://pioneersoftware.co.uk/forums/topic/faq-324-what-to-do-if-your-database-becomes-corrupt?view=all

Another possibility is that ClinicOffice is trying to download a problematic email (for example one which your virus checked is not allowing through) straight after you log on. Please see the suggestion in this discussion for a couple more things to try :-
https://pioneersoftware.co.uk/forums/topic/error-601/page/2/

If you are still struggling, then there must be something on your computer which is causing this specific issue (otherwise EVERYBODY would have the same problem) and the only way we can assist further is to connect in remotely to your computer to work on it for you. We’re more than happy to do this, but you would need to join our Support Plan or purchas a one-off support instance.

[Support]

Hi – please can you give us more detail? What do you mean when say that it’s “unable to send”? Is there a specific error message, if so, please can you tell us exactly what it says?

Also, if you’ve updated to Windows 10, have you checked that your locale settings are still set to the United Kingdom, or has the the upgrade defaulted your Windows to US settings?

[Support]

Hi Steve,

It depends to some degree as to what kind of “REPORT” you mean. Are we talking about a word processor report, a design template or a grid report? In any case the answer is much the same, which is that this can be accomplished if we write some custom SQL for you.

In these kind of cases, the best procedure is for you to mock-up the report for us (in Word for example) and provide as much detail as possible as to where data is being pulled from for the report and then we can design the report for you. There is a charge for the time involved in doing this, which we’d advise you of once we see the mock-up and know how much work is involved.

However, once you have one such report, you could most likely just copy it and then adapt it yourself to create similar reports yourself in the future.

I hope this helps a little!

[Support]

Hi Hardy – thanks for your post.

>> what’s not clear in the response is whether there is a workaround or not.
No there is no workaround I’m afraid.

>> Is it possible to do a search-and-replace of the path assuming the affected files are text files?
No – they are not text files, the internal path configuration is embedded in the database metadata files.

>> Does a backup and restore as opposed to copying the database folder across get around the problem?
No – that simply compresses / extracts files – it doesn’t adjust the internal path configuration.

>> How about an export of data from original PC database in an intermediate format and import into the new NAS database?
No that’s not possible either.

>> Is the bottom line that only a database created on the NAS will ever work on the NAS. Is that correct?
Yes that is correct, but not recommended (please see the original OLD post above).

The only recommended use of a NAS drive with CinicOffice would be to store backup files on it. We do not recommend you use a NAS drive for storing your live database… besides which, please note that we’re talking about a product (v4) which is approaching a decade old. As noted in the original post, version 5 Professional and version 6 (soon to be released) both use Client/Server engines making them impossible to run on a NAS device.

Hope this helps to clarify!

[Support]

Hi – thanks for your post.

Probably the best way to adjust a pre-payment amount is to raise a corresponding invoice for the appropriate amount. We would recommend creating a new ITEM/SERVICE called “Expired Package” and then when the pre-payment expires, you can :-

[1] raise an invoice
[2] add an invoice line with the item “Expired Package”
[3] set the amount accordingly

Please let us know if this works for you – many thanks!

[Support]

Hi Sacha,

Are you sure that it’s not an INVOICE that’s being printed? There are two tick boxes on the Quick Transaction screen – one to print the Invoice the other to print a Payment Receipt.

Please make sure they are both unticked.

[Support]

In fact, the appointment date field is not available as standard on an invoice report, so you will need to add it to the SQL using the SQL builder. Please let us know if you need assistance with that – many thanks.

[Support]

The cause is most likely your anti-virus program detecting a file it doesn’t like and then quarantining that file during the installation process, which in turn causes the installer to report a “corruption” issue.

Please try disabling your anti-virus before installing the update and it will most likely be fine.

Please also see this FAQ on how to configure your anti-virus software correctly :-
https://pioneersoftware.co.uk/forums/topic/faq-407-how-to-exclude-clinicoffice-from-antivirus-software?view=allviewtopic.php?f=12&t=762

[Support]

Hi – just an update to this reply – what you’re asking could be achieved with the SCRIPTING module. Our developers would have to code a custom script (for which there would be a charge) to attach the visual note on creation of a new session.

Please feel free to give us a call if you’re interested in investigating this further – many thanks!

[Support]

*** UPDATE ***
This has all been fixed, but as of build 1088 there is also a new feature to “BRING NOTES FORWARD” from previous session notes by right clicking on any memo pad in the session note editor.

[Support]

Hi Steve – did you try dragging and dropping that field over on to the dashboard designer? That should do the trick!

[Support]

Hi – thanks for you enquiry. As Roelof suggests, we would strongly recommend the Hosted Edition of ClinicOffice for this purpose :-
https://pioneersoftware.co.uk/co-compare

The alternative is to use some sort of Windows Server configuration yourself to allow remote logons to your Windows server, such as Windows Remote Desktop Services (RDS), Citrix, TSPlus. Alternatively, some other remote technology like LogMeIn, TeamViewer or GotoMyPC might suit your requirements.

[Support]

Hi Claire – sorry to hear you had a problem updating. If you see the message “ClinicOffice v5 appears to be running on this computer and cannot be updated at the moment…”, it most likely means there is a “ClinicOfficeV5.exe” process which is stuck running in the background.

A simple reboot, or killing off the process via the Windows Task Manager will resolve the issue and allow the updater to work correctly.

[Support]

Hi Tony – unfortunately we’ve had to push the Pivot Table feature to v6 due to time and resource limitations. You probably know that you can already export any data grid from ClinicOffice straight to Excel and create a Pivot Table in Excel.

[Support]

Thanks for your post. This problem occurs when you have another calendar being “shared” with your Google Calendar account, but you don’t have permission to make changes to it.

For example, let’s say John Smith is the main practitioner at a clinic and he has his own Google Calendar. His associate Sue White also has a Google Calendar and Sue allows John “read-only” access to her calendar.

When John Smith synchronises his Calendar to ClinicOffice, both his and Sue’s appointments are imported. So far, everything is fine.

However, if John Smith were now to change one of the appointments which originated from Sue White’s calendar in ClinicOffice (e.g. moving the appointment, changing the type/status, altering the text) and then tried to synchronize those changes back to Google Calendar, this error will come up during the synchronization :-

GoogleApiException and Forbidden [403] Errors[
message[forbidden]location[-] Reason [forbidden] domain[global]

The reason? John Smith doesn’t have permission to make changes to Sue Smith’s Google Calendar, hence Google “forbids” the change to be made and ClinicOffice will notify you about this error.

You can safely continue with the synchronization operation and ClinicOffice will skip the appointment which was “denied” and will continue to sync other appointments as required.

How can this be resolved?

The best practice for Google Calendar Sync is to not synchronize with an account which has shared calendars with read-only access. If you must synchronize to an account with shared calendars, then you should make sure that you have full permission to make changes to those shared calendars.

Please let us know if this helps to explain the problem – many thanks!

[Support]

Hi Paul – thanks for your question. Update 1079 is the latest official release of COv4.

There is a newer ‘unofficial’ build 1082 available of COv4 which you can download here :-
FULL SETUP :
UPDATE FILE : https://pioneersoftware.co.uk/files/cov4/update_v4_1082.exe

Occasionally we may release an updated COv4 build if we find any critical issues which need to be addressed, however our main focus of development will always be on the latest version of our product.

I hope this helps!

[Support]

*** UPDATE ***
We’ve made some code changes which will (hopefully) resolve the issue, but as this problem is only affecting a minority of customers, rather than releasing a whole new update and forcing everyone to upgrade, we’ve released a silent build 1083 update.

If one of your computers is being affected by this issue, please re-download and install the 1083 update on your computer. Here’s the direct download link :-

---

In case this doesn’t resolve the issue for you, we’ve also added a command line switch which forces the ClinicOffice process to be killed off when you close the program. To enable this, please follow these steps :-

[1] Close down ClinicOffice
[2] RIGHT-click on the ClinicOffice shortcut on your desktop (the one which you usually use to launch the program)
[3] Click “Properties”
[4] Click in the TARGET box and move the cursor to the very end of the text that is already in there (outside of any quotes)
[5] Add a space and then /killprocess. For example :-

“C:Program FilesPioneer SoftwareClinicOffice v5ClinicOfficeV5.exe”
becomes :-
“C:Program FilesPioneer SoftwareClinicOffice v5ClinicOfficeV5.exe” /killprocess

[6] Click OK
[7] Launch ClinicOffice as usual (by double-clicking the icon)

This will force the ClinicOffice process to be killed when the program is closed.

[Support]

We’re pleased to hear that’s resolved it and it sounds like it was a screen resolution issue.

As tablets and devices with smaller resolutions are becoming more popular, we’re looking into ways to economize on the use of screen space in ClinicOffice, however in the meantime if anyone else has this issue, please make sure that the Windows screen DPI is set to 100% for the best results.

[Support]

Hi Michelle – thanks for your post.

I’m afraid that with something this complex, and without seeing exactly what you’re doing, how the report was created, which fields you’re grouping, how you’re grouping them, what field types they are, how the report data bands are configured (etc.) … it’s going to be very hard to assist you via forum posts.

We’re not aware of any issues with the report grouping functionality and we’re able to group reports without any problem back here, so it may be something simple that you’re doing wrong.

I notice that we’ve chatted with you a few times before about the ClinicOffice Support Plan which is very reasonably priced and gives you unlimited support – including remote support where we can connect in to your computer and spend the time required going through this report with you. Alternatively you could buy a ‘support instance’ so that we can connect in remotely to help you with this, but the Support Plan is much more cost effective.

The only other alternative is if you can provide a full and detailed list containing step-by-step instructions of exactly what you’re doing and how you’re going about adding the grouping levels to the report, along with screenshots of the results showing where the problem is and then we’ll try to follow your instructions to see if we can reproduce the issue and make some suggestions.

[Support]

Hi – thanks for your post. I’m afraid that this isn’t something that we’ve ever been able to replicate ourselves.

As mentioned, the most likely cause is probably a virus checker which is scanning either the main ClinicOffice executable file or one if its DLLs.

Rather than excluding ClinicOffice, please try disabling your virus checker completely to see if that resolves the issue. Please also let us know what virus checker (and any other similar programs) you use, plus any other background programs which may be running too – many thanks.

[Support]

Hi – thanks for the screen shot. It looks like the vertical height of the Quick Transaction window is too small which is compressing the “Invoice Items” list so that it’s unusable.

Please can you make the window bigger? Please also note that the recommended vertical screen resolution for ClinicOffice is 1050 pixels :-
https://pioneersoftware.co.uk/co-specs

Hope this helps.

[Support]

Hi – thanks for your post. Please see this FAQ which should help to answer your question :-
https://pioneersoftware.co.uk/forums/topic/faq-310-how-do-i-send-an-email-to-multiple-patients

[Support]

Hi – thanks for your post.

Please check the disk space you have available on the device where you’re saving the backup file, and also the size of your previous backup files. The most common cause for this error is that there is insufficient disk space on the drive where you’re saving the backup, hence it fails.

[Support]

Hi – thanks for your post.

>> If I upgrade to server edition and buy 3 more licenses, it would cost me £950 all in, less than 4 months cost on the hosted version. After 5 years, it would cost me over £19000 by using the hosted version, as opposed to £950 upfront. Doesn’t really make financial sense to me…

I understand what you’re saying, but I’m afraid you’re comparing apples to oranges. To illustrate :-

I could go and purchase a car for £10,000. I own the car and don’t have to pay anything else. However, I am responsible for taxing the car, MOT’ing it, having it serviced, replacing the tyres, paying for repairs if something goes wrong, cleaning it, etc. etc. … and what if I want a new car? I have to pay for another one.

Alternatively, I could lease a car with a “fully managed service”. I pay £300 per month. The leasing company pays the road tax, arranges MOTs, services the car for me, replaces the tyres, fixes any issues immediately (without cost) and they valet it regularly. Furthermore, every couple of years they give me a brand new car to replace the old one… all included in the cost.

That’s the difference between purchasing ClinicOffice and subscribing to the Hosted Edition. The Hosted Edition is a “fully managed” service.

>> I thought the simplest way to do this would be share one database across a fixed virtual private network. We have fibre broadband at each location, so bandwidth should not be an issue.

Yes that’s certainly possible, however it means that you would be responsible for configuring, maintaining and supporting the VPN connection between your two sites. If you experience any connectivity issues or other problems, we’ll be unable to assist you – you will need to know how to resolve such issues yourself, or have an IT company assist you (for which they will no doubt charge).

Please also note that running your entire database over a VPN will significantly decrease the performance of the database engine. Even if you have good upload/download speeds at both sites, if other users or processes are consuming bandwidth (e.g. streaming video/audio, uploading/downloading files, downloading program/Windows updates) then it’s going to further impact performance.

A far better solution to connect two sites together would be to use something like MS Remote Desktop Services (which our Hosted servers use) or Citrix. With these technologies, only the screen image and keystrokes/mouse movements are transmitted back-and-forth rather than the database engine having to shift entire datasets over the wire, which is far less efficient.

Of course, the downside to running RDS or Citrix on your own hardware is that you will need to buy Windows Server and pay out significant annual license costs for RDS Client Access Licenses (or the Citrix equivalent).

With the Hosted Edition, all of the above (including the costs) are taken care of – which is why so many customers choose the Hosted Edition. 🙂

[Support]

Hi – just a quick update to let you know that HEALTHCODE integration will be included in the next update (1083) which we’re working hard on. It should be available by the end of next month (October).

[Support]

Hi Laganside and Roelof.

We’re reviewing open posts on the forum and have some follow-up questions about this thread, to help us to understand what you’re after please…

Laganside >> Is there any way CO can notify if an appointment has already been booked? As in recall already booked? I would like to get a notification when booking an appointment that the patient already has an appointment booked.
I’m not too sure I understand – sorry. When should the system show this notification? When you book a new appointment? If so, then what does the notification say and what is it’s purpose? Many clinics create courses of treatments for patients, so they might book in anywhere from 2 to 10 future appointments in advance. If the system were to keep warning them that there’s already a future appointment booked, it would get very frustrating.

Roelof >> Somehow I would like to exclude the recalls that have already booked an appt. This way I am not sending these clients useless information by email.
When a recall is “fulfilled” (i.e. the appointment is booked) then the recall gets deleted off the system, so there should never be a recall record AND a corresponding appointment record in existence. A “recall” can basically be thought of as a future pending appointment which hasn’t been put in the diary yet. Once it is put in the diary, it turns into an appointment and the recall is deleted.

Roelof >> Imagine this: I have set a recall-reminder for a client in three months from now. [Like:’Please note that the last appointment was 3 months ago. You are welcome to connect to my clinic for a new consultation]. Now, imagine this client has booked an appointment 2 weeks before this recall-reminder.
Instead of recalling this patient, I would prefer not to take any action.
In this case, when you book the new appointment (2 weeks before the reminder), ClinicOffice will prompt you asking whether the appointment you’ve just created fulfills the recall, and if you select YES, then the recall will be deleted.

I hope the above points help to clarify, but please let me know if I’ve misunderstood or if I haven’t answered the questions – thanks!

[Support]

Thanks Roelof. This is a case of a false-positive (discussed above) where McAfee incorrectly thinks “ClinicOffice Database Service.exe” needs to be quarantined. We have submitted the file to McAfee and (once they’ve tested it) they will update their virus definition database.

Until then, please restore the file and make sure you exclude your ClinicOffice PROGRAM FILES folder (see above). If a sub-folder under “Program Files” cannot be excluded, then I guess you’ll have to re-install ClinicOffice into a different folder which is not under “Program Files” and then exclude it. Other than that, I’m afraid I’m not sure what to suggest – you’d need to ask McAfee!

Many thanks!

[Support]

Thanks for the suggestion Roelof.

If lots of people requested it then it might be something we would consider, however at present it seems like none of the main email clients (Outlook, Windows Mail, Thunderbird etc.) have a standardised way if introducing cryptography into emails, hence it’s not something we’re in a hurry to pursue.

[Support]

Do you mean in the diary? If so, did you know about the Patient Information feature which you can leave open hovering over the diary? Whenever you click an appointment that window will update with more information about the patient, including their phone numbers.

Another possibility would be to customise diary appointment captions to include the telephone number. Please see this post for more information :-
https://pioneersoftware.co.uk/forums/topic/faq-303-customising-appointment-captions-in-the-diary

[Support]

Thanks Roelof – it’s not a bad idea to be able to notify patients about a change of status… however it wouldn’t always be appropriate – for example once they’ve attended and it’s set to “Complete” you probably don’t want to tell them! Hence there would have to be some way of knowing which statuses to report and which ones not to.

We’ll add it to the wish-list.

[Support]

Thanks Roelof – we’ll look into it further…

[Support]

Thanks for the recommendation Colm – much appreciated!

[Support]

Thanks for the tip Roelof.

[Support]

Thanks for your post.

>> I sent the email, they told me to post on here?
Apologies for the confusion. We thought you were requesting a custom report/letter template, so we asked you to email a “mock-up” for us to look at to see what you are trying to achieve. We haven’t received a mock-up from you, so we’ll post replies to your questions here on the forum.

>> All I need is the SQL code to add a custom field from a Case Record into the GP letter template.

select ...

cas.XXX,

custom_case_fields.XXX

from per

left join cas on (cas.per_id=per.id)

left join custom_case_fields on (custom_case_fields.cas_id=cas.id)

[Support]

Yes what you put is correct on principle.

The case table is called “cas” (‘case’ is a reserved word in SQL), so the report would take the form :-

select ..., custom_case_fields.your_field ...

...

from cas

left join custom_case_fields.cas_id=cas.id

...

[Support]

Hi – thanks for your post.

So far, we’ve tried to reproduce this issue on several different PCs, including Windows XP, Windows Vista, Windows 7, Windows 8 and Windows 8.1. On each system we tried connecting to your hosted account, minimizing the ClinicOffice Remote App and leaving it minimized for a variety of different times ranging from a couple of minutes to an hour. Unfortunately, we’ve never seen the “reconnecting” issue which you are experiencing when restoring the minimized application.

We’ve checked and double-checked all the settings on our server and there is nothing that we can see which would cause this issue. At present we have 14 ClinicOffice Hosted servers serving over 100 clinics and all server configurations and settings are cloned (so that all servers are identical), but as yet nobody else has reporting this specific “disconnect when minimizing” issue – and as you say, it only happens at one of your sites while the other site works correctly.

The most logical conclusion is that there is something specific at the site experiencing the problem (which is different to your other site) which is causing the issue – most likely a Firewall, Router or Anti-Virus setting which is closing the connection. I’m afraid that this is not something that we can help with from here.

If you Google “remoteapp disconnects when minimized” there are a number of suggestions from other people who have experienced this issue :-

http://support.smartbear.com/viewarticle/56551/

We would recommend speaking to whoever looks after your computers/network/firewall/internet at your clinic and asking them to investigate further to see if there’s anything at your end which may be disconnecting minimized RemoteApps.

I hope this helps (a little!) 😕

[Support]

Hi – thanks for your post.

It sounds like you’ve been incorrectly using the Sample Database to enter your actual live data. For anyone else reading this, please please please don’t do that! [-X As explained in the User Guide, you should always create a NEW database for your live data, otherwise (as the poster rightly says) if you reset the Sample Database you will lose ALL your data.

To rectify this, please do the following :-

[1] Take a BACKUP of your database (TOOLS | BACKUP DATABASE)

[2] Restore the database (TOOLS | RESTORE DATABASE) using the backup file that you just created. When prompted, select CREATE NEW DATABASE and enter the name of your clinic (e.g. “Coolum Chiropractic”).

You should now have a new database available on your logon screen called “Coolum Chiropractic” (or whatever name you chose).

[3] Log on to your new database (i.e. not the Sample Database) then click TOOLS | ADVANCED DB OPERATION. Copy and paste the following code in to the window which pops up :-

update setting set value='False' where section='Database' and name='IsSample'

Lastly, click the EXECUTE button to run this command and then you can close the window.

After completing the above steps you should now have a completely separate database for your live data which won’t get confused with the Sample Database.

We hope this is helpful – please let us know if you need any further assistance! 🙂

[Support]

Hi Maarten,

Thanks for your post. We’ve just tested it back here and the TextAnywhere reminder system is working fine for us.

Please note that when ClinicOffice sends a SMS message, it merely submits it to the TextAnywhere SMS internet gateway. At this point, ClinicOffice has done its job and logs the SMS as being sent.

If for some reason, the SMS is not delivered (perhaps due to a problem with the Mobile Network or if the destination mobile number is unreachable after a number of retries by the gateway), then the message won’t be delivered. However there’s no way for ClinicOffice to have any knowledge of this.

You should however be able to see a complete log of your sent SMS messages (along with thier statuses) by logging in to your TextAnywhere account. Here is how to do it

Go to http://www.textanywhere.net
Click CLIENT LOGIN
Once in, click ADMIN PANEL
Scroll down on the left hand side until you see ACCOUNT
Under ACCOUNT you will see REPORTING – Please click
On the next page, you select your search parameters – when the text message was sent
This report is in an EXCEL format and has a column named STATUS.

Please try this to investigate further. Reply to this post if you need further assistance.

Many thanks,

Support Team

[Support]

Thanks for explaining further.

It looks like you have ticked the “Show status colours” on the EMAIL SETTINGS panel. This highlights emails based on the senders PATIENT STATUS.

To see your patient status colours, click VIEW | TYPES AND CATEGORIES | PATIENT STATUSES.

To turn this feature off, untick the “Show status colours” on the EMAIL SETTINGS panel.

[Support]

Hi Roelof,

I’m sorry – we don’t really understand what you’re refering to. Please can you post a screenshot to help us to understand?

Many thanks.

[Author]

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