Unregistered patients

How it works

When a patient books in Hero:

• Hero tries to match them with a record in your SystmOne.

• If a match is found → the appointment is booked straight into their record.

• If no match is found → the appointment is booked into a designated Unregistered Patient in SystmOne.

Practices usually set up a “test” or “dummy” patient in SystmOne for this purpose.

Later, when:

• The correct patient record is added in SystmOne, and

• The Hero patient record is linked to that SystmOne patient →
  The appointment automatically converts across to the correct patient record in SystmOne.

Benefits

• No appointments are lost just because a patient can’t be matched right away.

• Practices can continue their workflow without disruption.

• Patients still receive confirmations and reminders as normal.

Setting up your unregistered patient

To make sure unmatched bookings are captured correctly, you’ll need to set a designated unregistered/test patient in Hero:

1. In Hero, go to Settings > Integrations > SystmOne.

2. Under the Overview section, you’ll see a field for Unregistered patient NHS number.

3. Enter the NHS number of the patient record in SystmOne you’ve created for this purpose (usually a “test” or “dummy” patient).

4. Save your changes.

Once this is set, any unmatched bookings will be routed to this patient automatically.

Things to check

• Ensure you have created a designated unregistered/test patient record in SystmOne.

• Regularly review unregistered bookings and match patients as soon as records are created.

• If an appointment hasn’t converted, confirm that the Hero patient record has been linked to the correct SystmOne patient.