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Why isn't my patient showing on my schedule?

3-min read · Check the day and your filters, wait for a new booking to sync, or add the visit yourself with Add new.

Written by Bryce Blackwell

Your schedule syncs from athena automatically, about every two minutes. If a patient is missing, it's usually the day you're looking at, a filter, or a booking that hasn't synced yet. You can also add the visit yourself.

Check the basics first

  1. Check the day. Use the arrows or Today, and switch between Day, Week and Month.

    The schedule's day controls: the previous and next arrows, the Today button, and the Day, Week and Month views.

  2. Clear your filters. Open Filter & Sort and click Clear all. Hiding completed or uploaded visits can hide patients, and filters stay on in your browser until you clear them.

    The Filter & Sort panel with Hide completed encounters turned on, and Clear all highlighted at the bottom.

  3. Give it two minutes. Look at "Updates every two minutes. Last updated: …". A patient booked in athena a moment ago can take up to two minutes to appear.

    The line under the greeting on the schedule: Updates every two minutes. Last updated: Today at …, with the time of the last sync.

Tip: Looking for a patient who isn't booked today? Use Search patients at the top of the schedule to find anyone in Matic.

Search patients open at the top of the schedule, with a patient found by name. Below the results, Not in Matic yet? Search Athena to add them.

Add a patient who isn't on the schedule

For add-ons, walk-ins and telehealth visits:

  1. Click Add new. The New Encounter window opens.

    The Add new button at the top right of the schedule, next to Filter & Sort.

  2. Type the patient's name in Search by name….

    The New Encounter window with a name typed in Search by name, and the Search Athena button below it.

  3. If they aren't in Matic yet, click Search Athena and choose the patient.

    Search Athena results listed under In Athena in the New Encounter window.

  4. Choose the patient, then click Start Encounter. The visit opens on the Prep tab and appears on your schedule.

Note: If the patient already has a visit today, Matic asks whether to continue it or start a separate encounter. Continue it unless this really is a second visit, so everything stays on one card.

Troubleshooting

"No encounters for this day"

Pick another day, or switch to Week view. If the patient was just booked, wait two minutes.

An empty day on the schedule: No encounters for this day. Pick another day from the navigator above, or switch to Week view.

The day has other patients, but not this one

A filter is probably hiding them. Open Filter & Sort and click Clear all.

A filter is on: the Showing line says Hide completed, and Filter & Sort shows a 1.

"This account is connected to Athena — patients are created in athenaNet."

Create the patient in athenaNet first, then find them with Search Athena.

The New Patient tab of the New Encounter window: This account is connected to Athena — patients are created in athenaNet. Search Athena to find them here.

"Still loading your schedule…"

Your connection is slow. Wait a moment, or reload the page.

A whole day's schedule is missing

The athena connection may have been interrupted. Contact us through Support in the top bar so we can check it.

FAQs

Is there a refresh button?

No. The schedule refreshes itself about every two minutes. Reloading the page is fine, but not needed.

How do I see notes I haven't sent yet?

Click the clipboard icon, Charts not sent, in the top bar.

The Charts not sent list, opened from the clipboard icon in the top bar.
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