📌 Note: Sometimes notes aren't added to SystmOne straight away and you may see an error message. This usually fixes itself within 24 hours.
You may notice that you have several items in your "Clinical Systems" page of Joy
This guide will explain whether this is a problem, and what to do if it is.
Has it been 24 hours?
If the records are less than 24 hours old then it is likely that the SystmOne connection at the GP surgery is just running slowly. Depending on how the GP surgery is set up, it can take 24-48 hours for items to be sent back. If it has been less than 24 hours since you sent the note to SystmOne you probably do not need to do anything.
The picture below shows the date and time that you tried to send the record to SystmOne.
2. If it has been more than 24 hours you need to read the 'Error Details' box
The Error Details box will tell you what the problem is:
There are 8 possible error messages, this table explains what you need to do for each one:
❗ Error 1: "Timeout" or “Connection error due to time expiration”
SystmOne: attempt filing back failed, timeout
What it means: The GP surgery integration computer is not logged into SystmOne
✔️Solution: Reach out to the surgery to make sure that the device that has the Joy Applet installed in are currently switched on and logged into SystmOne
❗ Error 2: "Refused connection"
SystmOne: file back failed, error - DeviceID [0d8af71b60d679fc] has been refused connection permission by the SystmOne user
What it means: Someone at the GP practice has blocked the integration
✔️Solution: Reach out to the practice manager at the surgery and ask if they can approve the Joy Applet on that device.
❗ Error 3: "Unknown UserName" or "User not found"
SystmOne: file back failed, error - Unknown UserName value [name-name]
What it means: This means that your SystmOne username has been incorrectly entered in Joy
✔️Solution: Remove your SystmOne username in Joy. Refresh your page and enter the username again. Log into SystmOne and open any client, this will activate your username.
❗ Error 4: "No Patient Found" or "No entries found"
SystmOne: file back failed, error - No Patient found for NHSNumber [1234567890]
SystmOne: unable to get patient demographics, error - no entries found
What it means: This means that the patient can not be found in the GP surgery's SystmOne
✔️Solution: Make sure that the patient NHS number is entered correctly and the patient is connected to the correct clinical system.
❗ Error 5: "Unable to open patient record"
SystmOne: file back failed, error - Unable to open patient record
What it means: This means that the member of staff logged into the GP surgery computer running the Joy applet does not have sufficient permissions for the integration to add data to the medical record.
Please note that this pertains to the member of staff on the GP surgery computer, NOT the person using the Case Management System
✔️Solution: Reach out to the Practice manager to get the permissions updated in SystmOne
❗ Error 6: - "Unable to add data to patient records"
SystmOne: file back failed, error - Unable to add data to patient records
What it means: This means that the GP surgery computer running Joy doesn't have enough permission to add data to SystmOne
✔️Solution: Reach out to the Practice manager to get the permissions updated in SystmOne
❗ Error 7: - "Invalid clinical code"
SystmOne: file back failed, error - Invalid clinical code or coding system in ClinicalCode
What it means: This means that there is an issue with the SNOMED codes being used
✔️ Solution: Please tell Joy customer support that you have an "Invalid Clinical Code" and we will remove the code for you
❗ Error 8: - "Unsupported future date"
SystmOne: file back failed, error - Unsupported future date from XML [date in future].
What it means: This means that the note that is being attempted to send is dated in the future.
✔️Solution: Change the date of the note to the present date OR wait to send it to clinical record until it has occurred
❗ Error 9: - "The patient record is currently opened by another user"
SystmOne: attempt filing back failed; as the patient record is currently opened by another user
What it means: This means that a patient record is currently opened by another user
✔️Solution: The note will go back into the queue and try to file back in two hours again.
If you have a different error message please contact Joy support - [email protected] - and we will assist you.