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.
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.
To make sure unmatched bookings are captured correctly, you’ll need to set a designated unregistered/test patient in Hero:
In Hero, go to Settings > Integrations > SystmOne.
Under the Overview section, you’ll see a field for Unregistered patient NHS number.
Enter the NHS number of the patient record in SystmOne you’ve created for this purpose (usually a “test” or “dummy” patient).
Save your changes.
Once this is set, any unmatched bookings will be routed to this patient automatically.
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.
