Merging duplicate patients

Occasionally the same person ends up with two records, usually when they book online with a slightly different name, email or phone number from the one already on file. You can merge the two into one.

Who can merge

Merging is owner only. Other staff will not see the merge option on a patient record.

Where to find it

Open either patient record and go to the Danger zone at the bottom of Details. Press Merge duplicate.

How it works

1. Which record do you keep? Choose Keep this record or Keep the other record.
2. Search for the duplicate by name, email or phone.
3. Press Preview merge. This shows the real counts of appointments, records, documents, notes and balances that will move onto the kept record. Check any duplicate items it says will be discarded.
4. If the records have conflicting dates of birth or surnames, check the warning and tick I have checked, and these two records are the same person only when you are sure.
5. Tick the confirmation explaining that the records will be permanently combined and the duplicate deleted.
6. Type the kept patient's name to confirm.
7. Press Merge records.

What happens

• The history shown in the preview moves onto the record you keep: appointments, clinical records, documents, notes, balances and consents.
• Any blank details on the kept record, such as email or date of birth, are filled in from the duplicate.
• The duplicate record is permanently deleted.
• If both records have different portal logins, you choose which one to keep. The other login is unlinked from this chart and retained for audit and review; it can still sign in.
• If the two records disagree on date of birth or surname, you get a warning and must tick an extra box to confirm they are the same person before you can merge.

This cannot be undone from the app. Check carefully before you confirm. Previous merges into a record are listed further down the merge page.

When to archive instead

Do not merge if you are not sure they are the same person, or if a record is simply inactive. Use Archive patient instead: it hides the record from your active list and search without deleting anything or affecting another record. You can still find it under Archived.

When a merge needs support

Unsigned visit maps can move with their appointments. A signed visit map on the duplicate prevents the merge: nothing is changed and you are asked to contact support. Locked invoices and reviews move without rewriting their original content.

If the result cannot be confirmed, do not repeat the merge yet. Refresh both records and check the merge history, or contact support.