How to merge duplicate patient files

Why duplicates happen

Most duplicate files come from one of these:

• An EHR or practice-management integration, such as Visual-Eyes, creating a new patient instead of matching an existing one.
• A data import that brought in a patient who already existed in Otto.
• A new file created by hand for a patient who was already in Otto under a slightly different name or email.

Ask Otto Support to merge them

Merging is done by Otto Support. There's no merge button in Otto. Email help@ottooptics.io (or use live chat) with:

1. The patient ID of each file you want merged.
2. Which file to keep as the primary. The other file's orders, prescriptions and history move into it.
3. Your location name, if your clinic has more than one.

Please send IDs only. Don't email patient names, dates of birth or prescription details.

Avoid creating new duplicates

• Search before you create. Before adding a new patient, search Patients by last name, phone and email.
• Use the EHR browser extension. It flags patients who already exist in Otto before you create an order. See how to use the Otto EHR browser extension.
• Update rather than re-create. If a patient's details change, edit their existing file. See how to update patient information.

Good to know

• Duplicates matter beyond tidiness: refill reminders, follow-ups and order history are tracked per file, so a split patient can get the wrong reminder or none at all.
• If an integration keeps re-creating the same patient after a merge, tell Otto Support which integration you use so we can look into the cause.