Why can't the parent/guardian see the patient on their Portal account?

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If a parent/guardian cannot see one or more patients when they log into the portal, please follow the steps below to troubleshoot:

Confirm Patient/Parent Details in OP

Confirm Patient is Active in OP

1. Open the patient’s chart.
2. Click on the Basic Information tab.
   • Confirm patient is Active OP patient.
   • Confirm there is no email address or N/A.

If you needed to make the patient Active, or clear their email address, wait a few minutes and then confirm that the patient now shows under the parent/guardian Portal account. If the patient is Active and has no email address, or N/A in the email address field, continue to the next section to troubleshoot further.

Confirm the Parent/Guardian is Active in OP

1. From the Patient Chart, click on the Family Contacts tab.
2. Confirm the parent/guardian is added to the patient's Family Contacts.
3. Select the parent/contact.
4. Are they Active? If yes, continue on to the "Confirm Patient/Parent Details in the OP Portal" section.
5. If not,
   • Check for Duplicate Contacts in Contact Manager:
     1. In OP, go to Practice Management tab > Contact Manager
     2. First search by last name. If no duplicate found, search by email address.
     3. If duplicate found, use the Merge Contacts feature.
   • If no duplicate found, exit and go to DAR (Demographic Analysis/Recall):
     1. Select No date restrictions and click Search.
     2. Now sort by email address. If no duplicates found, sort by Date of Birth (Note: this is only useful if your practice adds the DOB for contacts).
     3. If duplicate found, use the Merge Contacts feature.

If a duplicate was found, and you were able to use the Merge Contacts feature, wait a few minutes and then confirm that the patient now shows under the parent/guardian Portal account. If the parent/guardian still cannot see the patient, continue to the next section to troubleshoot further.

Confirm Patient/Parent Details in the OP Portal

Confirm Patient Details in the OP Portal

1. Navigate to the Admin side of the OP Portal > Users.
2. Search for the patient (last name+first name).
3. Select the patient.
4. Does the patient have a @dummy.com email address?
   • If Yes: Go to the next step.
   • If No: Manually change the email address to a @dummy.com email address. Wait a few minutes and then confirm that the patient now shows under the parent/guardian Portal account. 
5. Is Role Patient?
   • If Yes: Continue on to the "Confirm Parent/Guardian Details in the OP Portal" section.
   • If No: Contact OP for further support.

Confirm Parent/Guardian Details in the OP Portal

1. On the Admin side, open Profile.
2. Click on Caregivers.
   • Confirm the parent/contact is listed here.
3. Navigate back to Users.
4. Search for parent/contact.
5. Select the parent/contact and click Profile.
6. Click on Dependents.
   • Confirm the patient is listed here.
7. Refresh the connection:
   1. Click on Sources.
   2. Click on ellipsis under the Actions column.
   3. Click Disconnect then Confirm.
   4. Click on the ellipsis again.
   5. Click Connect then Confirm.
   6. Wait 10-20 minutes and see if this resolved the issues.

If the patient still cannot be viewed by the parent/guardian, contact OP for further support.