You search for a patient and get "No patients match", or a record you opened before now shows a not-found page. In almost every case the patient is there but you are looking in the wrong practice, or the search term does not match the record.
Check these first
- Check which practice you are in. Each staff member sees only the patients of the practice they are working in. If you belong to more than one practice, the practice switcher is at the bottom of the sidebar. Open it and pick the practice the patient is registered with. People in a single practice see a plain practice card and do not need this step.
- Try the search differently. On the Patients page, the box labelled "Search by name, email or phone…" matches part of a surname, an email address or a phone number. If you type two words, the first is matched against the first name and the last against the surname, so a middle name or a nickname will not match. Try the surname alone, or the phone number.
- Use the quick search. Press Cmd+K (Mac) or Ctrl+K (Windows) to open "Search patients or jump to…". It searches the same practice you are working in.
- If you are in "All practices", open the record from there. The "All practices" view is read-only and lists patients across every practice you can access, with the practice named on each row. Opening a patient switches you into that practice.
- Check the patient has been added. If nobody has created the record yet, the Patients page shows "No patients yet" and the "Add patient" button. Patients booked by Concierge are created as Provisional and appear on the Welcome page as well.
- Check your account is linked to a practice. If the Patients page says "Your account isn't linked to a practice yet", ask an owner or manager to invite you from Settings, Team & access, using "Invite member".
What happens next
Once you are in the right practice, the patient appears in the list and in search straight away. There is nothing to wait for. If a record was created in another practice in your group, it stays in that practice; it is not copied across.
Still stuck
Tell the Maxillo team the patient's name, the practice you were working in, and roughly when you searched. Do not send any other details from the record.