<h2>How it works</h2>When a patient books in Hero:<ul class="accent-bullets"><li>Hero tries to match them with a record in your SystmOne.</li><li>If a match is found → the appointment is booked straight into their record.</li><li>If no match is found → the appointment is booked into a designated Unregistered Patient in SystmOne.</li></ul>Practices usually set up a “test” or “dummy” patient in SystmOne for this purpose.Later, when:<ul class="accent-bullets"><li>The correct patient record is added in SystmOne, and</li><li>The Hero patient record is linked to that SystmOne patient → The appointment automatically converts across to the correct patient record in SystmOne.</li></ul><h2>Benefits</h2><ul class="accent-bullets"><li>No appointments are lost just because a patient can’t be matched right away.</li><li>Practices can continue their workflow without disruption.</li><li>Patients still receive confirmations and reminders as normal.</li></ul><h2>Setting up your unregistered patient</h2>To make sure unmatched bookings are captured correctly, you’ll need to set a designated unregistered/test patient in Hero:<ol class="steps-list"><li>In Hero, go to Settings &gt; Integrations &gt; SystmOne.</li><li>Under the Overview section, you’ll see a field for Unregistered patient NHS number.</li><li>Enter the NHS number of the patient record in SystmOne you’ve created for this purpose (usually a “test” or “dummy” patient).</li><li>Save your changes.</li></ol>Once this is set, any unmatched bookings will be routed to this patient automatically.<h2>Things to check</h2><ul class="accent-bullets"><li>Ensure you have created a designated unregistered/test patient record in SystmOne.</li><li>Regularly review unregistered bookings and match patients as soon as records are created.</li><li>If an appointment hasn’t converted, confirm that the Hero patient record has been linked to the correct SystmOne patient.</li></ul>

SystmOne

The unregistered patient flow ensures appointments are still created and later linked to the correct patient.

Unregistered patients

Invite admins

Practitioners

Locations

Multi-tenancy

API keys

Introducing NHS patients to Hero

Introducing private patients to Hero

Onboarding

Send a message

View sent messages

Contact methods

Questionnaires

Questionnaire links

Questionnaire responses

Patient replies

Send an attachment

Self-booking links

Message templates

SMS fragments

What patients see

EMIS-X

Individual messaging

Send a batch message

Uploading patients

Batch messaging

Online booking

Appointment restrictions

Networks

Cross-org booking

Cross-org self-booking links

Intake forms

Video appointments

Diary view

Book an appointment

Reporting

Reminders mailers

Cancellation policy

Appointment types

Appointments

Patient submissions

Assigning admins

Teams

Respond to a patient

Inbox

Get started

Pathways

Request templates

Patient access

Schedule access

Daily limits

Page messaging

Medical device status

Testing pathways

Submit a request

Auto-assign requests

Care navigation

SMS (Firetext)

Stripe: Get started

Stripe: Invoicing

Stripe: Take payments

Stripe: Products

Stripe: Reporting

Stripe: Patient details

Stripe: Customers

Stripe: Branding

Stripe: Patients payments

Apps

Get Started

Troubleshooting

EMAS Manager

Multiple instances of EMIS Web running on the PC

.Net 3.5 required for Sidekick to function

Hero Sidekick

Getting started

Gateway PC setup

Booking configuration

Retrieve patient records

Hero hosted integration guide

EMIS

Patient merging

Submit a quick consult

Patients

Feature requests

Sub-processors

Multi-Factor Authentication (MFA)

About the Hero platform

Docs

Hero Health