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Some instant answers to common questions

Looking for an instant answer to a question? Chances are we’ve been asked it before and it’s answered here. If not don’t worry, you can call our support team on 0116 271 5130 9am – 5pm, Monday to Friday (except Bank Holidays).

Why do I get the message ‘you can’t run PPM till you locate…….’ when clicking on the PPM icon?

This is usually because the program file has been corrupted. Either run the latest upgrade file, which will replace the program file with a new one, or contact the support desk who will talk you through this.

Do not attempt to re-install the software as it is probably not necessary to do so and data may be lost as a result.

Why do I get a message "incorrect user name or password" when trying to log in to PPM?

This is often caused by Caps lock being enabled on the Keyboard, as password is case sensitive and should always be in lower case.

When I click open consultant I get a message ‘The file c:program files private practice manager.... cannot be found. Why?

On a networked system this may be because the server machine (that is the one on which the data is stored) is not switched on, or the machine on which you have the message cannot communicate with the server.

It is worth checking if the machine with the message displayed can access files on the server outside of PPM to eliminate network problems.

On a stand alone machine, or a networked machine on which the data is stored, it is because the data file has been corrupted. You should contact the support desk to get the file repaired.

I have re-installed office or installed a newer version of office and now 'PPM' does not work. Why?

This occurs because PPM shares some files with Microsoft Office.

To rectify the problem a repair or re-install of PPM will be need to be done.

You should ensure that you have an up to date backup of PPM before attempting this work.

Failing that, making a copy of the whole ppm directory to a different location would be advisable.

Calling the support desk may well be the best option.

Why can’t I access the backup screen?

This is often because the program file has been corrupted. Either run the latest upgrade file, which will replace the program file with a new one, or contact the support desk who will talk you through this.

Do not attempt to re-install the software as it is probably not necessary to do so and data may be lost as a result.

When I attempt a backup I get an error message saying that the backup may be corrupt. Why?

This is normally because something within PPM has been left open. This may be a copy of PPM on another networked machine or a letter or the diary. Ensure that all other copies of PPM are closed along with any letters and the diary.

Also check that the backup is being made to a drive that is capable of accepting the backup (e.g. Not to a CD drive locked flash drive or network drive to which access is restricted).

If the backup still reports an error restart the machine and try again.

If the backup still fails call the support desk as a matter of urgency.

On the patient screen I get incorrect spellings of some towns appearing in the town box. What should I do?

This is because an incorrect entry has been made in the past has been entered in error in the past and now auto-completes when typed.

Before attempting the solution you are advised to back up your data.

  1. Click in the Town box and find the misspelled town.
  2. Press the control and H keys on you keyboard to open the find and replace box.
  3. Enter the misspelled name in the ‘find what’ box and the correct name the ‘replace with’ box.
  4. Click ‘replace all’.
  5. Now right click on the Town box and say yes to recreate the list.

On the patient screen I get postcodes appearing in the county box. How do I fix this?

This is because a postcode has been entered in error in the past and is now associated with the Town and auto-completes to the county box.

Before attempting the solution you are advised to back up your data. Then:

  1. Click in the County box and find the post code.
  2. Press the control and H keys on you keyboard to open the find and replace box.
  3. Enter the postcode in the ‘find what’ box and leave the ‘replace with’ box blank.
  4. Click ‘replace all’.
  5. Now right click on the County box and say yes to recreate the list.

Why doesn’t the insurance company appear on an invoice?

Check that the billing type has been set to patient with cover in the billing information.

Why doesn’t the provider number appear on an invoice?

Check that the insurance company record has the provider number entered.

How can I email an invoice?

Display the invoice on the screen, click the email icon on the toolbar, select the format as snapshot format.

Your Outlook or Outlook Express message screen should open with the snapshot of the invoice attached.

If you use web-based email you could print the invoice to a pdf conversion package such as CutePDFWriter and attach the file manually to you email. (Use <ctrl> P when in the invoice screen to select the PDF printer).

I want to write off an outstanding balance but the invoice does not appear on the write off screen. Why?

This is normally because an overpayment has been logged against that invoice. The overpayment amount should be allocated before the write off can be done.

When I retrieve an existing document the date on it is today’s date. Why is this?

If you have set up a template to insert the current date using the Microsoft office insert date function, and have enabled update automatically then whenever you retrieve a letter from the archive the date would change to the current date.

If you do not enable update automatically, the date on which the template was created will appear on all letters. This is a Microsoft Word limitation.

We recommend that you use the Today’s date merge field from the insert merge field list to insert the current date on letters and documents. This is a PPM field that does not update automatically when the document is retrieved at a later date.

When raising an invoice I get the message 'record locked by another user'. Why is this?

(This is caused by the computer being unable to communicate with the printer and therefore being unable to determine how to display the invoice). To fix:

  1. Go to Setup and Maintenance then System Setup.
  2. Click the Check the Invoice Number Assign Table
  3. If an error is reported follow the prompts to create a new table
  4. Close to the selector screen
  5. Click Maintain data files and then double click on the consultant
  6. Click the compact button
  7. Open the Consultant and the invoicing should now work.

I get a simple calculator appearing on my screen. Why is this happening?

Pressing a plus, minus, multiply or divide symbol when in a fee box will open a simple calculator to carry out the chosen mathematical function on the fee.

Pressing the <=> key on the keyboard will close the calculator.

Alternatively click in the grey area to the left of the white entry box and press <Ctrl> and F4 together.

When I try to print a bank payment slip I get a message "There are no receipts to bank". Why am I getting this message?

This is usually because the bank details have not been set up correctly.

Go to Setup and Maintenance and then into Bank Accounts.

Check that the record has a Bank Name, Account Name, Sort Code and Account Number.

When I run a bank reconciliation report I get a message "There are no banked payments to show". Why is this message appearing?

This is because an opening balance has not been entered in the bank account record.

Check through Setup and Maintenance, Bank Accounts button that an opening balance and opening balance date have been entered in each bank account.

Note that entries dated prior to 01/01/2002 will not appear on a Bank Reconciliation report as the facility did not exist in the program prior to that date.

When I look at the list of invoices in the View/reprint and Modify Invoice screens there are no invoices older than one year. Why is this?

Invoices less than one year old are loaded when View/Reprint an Invoice and Modify an Invoice lists are displayed. Click the button in the bottom right corner of the screen to list all invoices.

I want to modify an invoice but it does not appear in the Modify Invoice screen. Why?

If the invoice is missing from the Modify an invoice list this will be because a payment has been made against it. If you wish to modify the invoice you must first delete the payment made against it by deleting the receipt.

I have an invoice which appears in the View reprint an invoice screen but not in the Payments screen or Patient Financial History screen. What has caused this?

If an invoice appears in view reprint an invoice screen but not in the Patient Financial history you may have a corrupt patient record.

Use the fix Patient Record button on the System Setup screen and then create a new invoice.

You can then delete the old invoice from the modify an invoice screen.

(You must back up your data before attempting this and if it fails to resolve the problem either contact the support desk or restore your data before doing any further work)

I have an invoice which appears in the patient financial history as unpaid but does not appear on the payments screen. Why is this?

This is probably because the invoice has been handed over. Check the handover/Release invoices screen on the invoicing and credit control menu.

Why when I print an invoice the footer is very small and in the left hand corner. How can I correct this?

This will normally occur after an upgrade and is because the system has reverted to the default invoice type.

Go to Set up and Maintenance then Invoice layout and select large footer invoice.

Why when I print an invoice the header is cut off at the bottom. How can I correct this?

This will normally occur after an upgrade and is because the system has reverted to the default invoice type.

Go to Set up and Maintenance then Invoice layout and select either Standard A4 or large Header A4 invoice.

A patient has an overdue account and is due a reminder but no reminder is generated for them. Why?

This may be because the patient has be set to hold reminders Check the patient screen or run a Held Reminders report from the Reminder Due report screen on the Invoicing and credit Control Menu.

I am having problems when doing new letters or medical report documents. How do I fix this?

If any of the following happen when opening a new letter or document letter, you should go to Setup and Maintenance – User Templates – Letter Templates – Select the required document from the list and click Modify.

Information appears on the letter that is not requiredRemove the text and merge fields that are not required
Information appears in the wrong format e.g. initials rather than forenamesDelete the merge field for the information not required. Using the insert merge field button select the required field and insert it by clicking on it
The wrong GP/Specialist etc. appears on a documentCheck that the document has merge fields referring to the correct party
I have entered a third Specialist but no letter appears in the listSpecialist 3 Letter is not a preloaded letter template. Create a user defined template called Specialist 3 and insert the Specialist 3 merge fields and other required information
The margins are wrongCorrect the margins on the template being careful only to select the parts you wish to change so as not to move the address header
The font is correct when the letter opens but text that I type in appears in a different fontHighlight the blank lines where you would normally type and select the correct font for those lines
The ‘cc to’ entry is not on the left of the pageRemove any tabs from the lines below the signature
Error 0 when creating a new letterCan occur on new machines where Office has not been licensed with MicrosoftCan also occur where Microsoft Word has not closed properly when closing a documentIn this case exit PPM close down and restart the machine
Invalid Merge Field when opening a letterCheck that the template only has merge fields selected from the insert merge filed list for that template
There may not be a valid copy of word on your machineCan occur when an evaluation copy of office 2007 is opened on a machine that already has an earlier version of office installedCan also occur if the registry entries for office are changed by an upgrade of officeTo rectify open a Word document outside of PPM and use the detect and repair function from the help menu

 

Remember to save the changes to the template when closing it

When I print reports in landscape mode, why is the right side of the report missing?

This is normally caused by incorrect settings on the printer.

Check that all paper setting on the printer are set to A4.

Are you having problems with the diary?

Error message ‘cannot find diary day start’ when clicking on Diary Graphical Version buttonCheck that all machines connected to the network are switched on
Appointment entered in graphical diary does not appear on chosen list
  1. Check correct date selection
  2. Check to see if the list has several pages
  3. Find the appointment and check that a valid appointment type has been entered
  4. Ensure that you have not left the cursor in any of the boxes where the details of the appointment are entered

 

Appointment details obscured by colour of appointment slotChange resource colour coding to a lighter colour