1. If a patient can not see a document within the portal.
   1. You will go to Adminà Listsà List Item Entry

1. 2. Then on the left-hand side you will look for ‘Document Type’.

1. 3. You then will see every ‘Document type’ that would be found in a patient chart on your left.
   4. You will want to look for the document the patient is looking for within the patient portal and make sure ‘Show’ is set for that line item ‘Show In Portal’.

2. If a patient is looking to see past appointments.
   1. Direct them to go to ‘Encounter List’ and this will allow the patient to see all of their past appointments as long as the encounter is closed within the system.

3. Patient is having issues pulling up the Patient Portal site or it is not loading everything correctly.
   1. You will want to make sure the patient is using Google Chrome, Edge, or Firefox browsers to access their Patient Portal. Any other browser used by the patient will not support loading their Patient Portal.
   2. Also check if the patient is marked inactive within the system. If the patient is marked inactive then they will not be able to utilize the portal as normal to pull medical records from. Once marked active again within system the patient may need to log out and back into portal and this will function correctly.

   4. Patient is trying to make a one time payment with the QR code and they state they are using the correct patient account # and DOB but are getting a pop up 'Patient no found'

          a. You will want to make sure correct MR/Account number is being used and DOB is correct in the system vs what the patient is trying to use. 

          b. If this is all correct you will want to make sure under demographics--> Date of birth there is not a time saved in this field as well. You will want to resave the DOB and make sure no time is reflecting.