SOAPwareXchange - Common Troubleshooting

Sometimes you may find that SOAPwareXchange is creating duplicate charts. Understanding how the matching algorithm works is the first step to troubleshooting the issue.

The Matching Algorithm

SOAPwareXchange uses the following algorithm to determine if a patient already exists in the SOAPware® databases or if one needs to be created. After an incoming record has been successfully matched to a SOAPware® patient, a record will be added to the patient ID map with the internal and external ID.

To ensure that patients match properly, always include the patient ID in the PID segment.

SOAPwareXchange attempts to match an external patient record to a SOAPware® patient via the following rules. The rules are considered in order. If a match is not found, the record will be queued or a new chart will be created in SOAPware® for the patient.

An incoming record will be considered to be a match to a SOAPware® patient if:

Xchange attempts to match In this order:

External ID is found in patient map, AND

Birthdate matches, OR

Last name matches

OR

Social Security numbers match, AND

Birthdate matches, AND

Last name matches, AND

First name matches

OR

Chart numbers match, AND

Birthdate matches, AND

Last name matches, AND

First name matches

OR

First name and Last name matches, AND

Birthdate matches, AND

Sex matches

So a match can be made on

First Name AND Last Name AND Birthdate

AND

Sex OR Chart Number OR Social Security Number

Some errors refer to a certain field being improperly formated, as in the example above.

Sometimes if your demographics are not updating, you may have a docutainer in use, particularly the general demographics. If the demographics are 'In Use' or locked, Xchange cannot update the chart until you unlock the docutainer.

If any part of the file is improperly formated, it can also lead to errors or files from the IN folder being sent to the RETRY folder. When Xchange cannot process a file, it will send the file to the RETRY folder to try again in 5 minutes. It will continue to scan the IN folder in the meanitme.

Xchange will only process files from the IN folder that are properly formated text files (.txt extension). It will not process HL7, CSV, or any other file extensions. If any files being sent to the Xchange IN folder are any other extension, you will need to contact the PMS/billing system support team about this.

Another thing that may cause this is an improperly formated DATE within the file. See the Xchange white paper for a complete list of proper formats for date fields in each segment.

Here is an example of the expected format and a file following that format:

SendorID,SendStation,SendDate,SendTime,OptionalDescription
PID,ExternalID,SOAPwareID,LastName,FirstName,Sex,Birthdate,SocialSecurity,ChartNumber
GDEM,LastName,FirstName,Middle,Title,Suffix,Address1,Address2,City,State,Zip,HomePhone,WorkPhone,Email,Sex,MaritalStatus,Birthdate,FaxNumber,ChartNumber,SocialSecurity,PrimaryPhysicianID

X-Link,Demographic,20091214,161733,X-Link for SOAPware
PID,TEST01,,Patient,Test,F,19320921,123-45-6789,TEST01
GDEM,Patient,Test,,,,4220 N Crossover Rd,Apt 9,Fayetteville,Ar,72703,(800)455-7627,,support@soapware.com,F,M,19320921,,T...123-45-6789,MD